8x8 Contact Centre

The 8x8 Contact Centre integration routes inbound contact centre calls to a Synthflow AI agent from inside your IVR script. When the agent ends the call, the caller resumes in the 8x8 IVR, so you can hand them to a queue for agent-assisted service.

How it works

1. A customer calls into 8x8 Contact Centre.
2. The IVR script routes the call to the Synthflow agent through a Forward to External IVR node.
3. The Synthflow agent handles the conversation.
4. When a handback is needed, the agent ends the call using an end-call reason defined in its prompt.
5. The call resumes in the 8x8 IVR at the node’s Resume exit point, for example a queue.

Prerequisites

Confirm the following before you configure the IVR script.

• Synthflow agent with a phone number attached. Complete the steps in Synthflow setup first.
• 8x8 Contact Centre with admin access to the 8x8 Admin Console.

8x8 configuration

Complete the following steps in the 8x8 Admin Console.

Create a phone channel and IVR script

1. Navigate to Contact Center and create a new phone channel.
2. Attach a phone IVR script to the channel.

Add a Forward to External IVR node

In the IVR script editor, add a Forward to External IVR node to your call flow. In the node’s Phone Number field, enter the routing destination for your region, replacing {SynthflowAgentNumber} with the phone number attached to your Synthflow agent:

For example, if your Synthflow agent’s phone number is 12123456789 and your contact centre is in the NA region, enter AdvIvrPSTN-byoc_na_outbyocsynthflow_12123456789.

Configure the Resume exit point

On the Resume exit of the Forward to External IVR node, add the routing the call should follow after the AI conversation, for example Forward to Queue. This is where callers land when the Synthflow agent hands the call back.

Synthflow configuration

Define an end-call reason in the agent’s prompt so it can hand callers back to the contact centre. When the agent ends the call, 8x8 resumes it at the Resume exit point. For example:

If the user requests to speak with a human agent, end the call to redirect them to the contact center.

Troubleshooting

• Calls do not reach the Synthflow agent. Verify the Phone Number field in the Forward to External IVR node exactly matches the format for your region, and confirm the phone number attached to your Synthflow agent is active.
• Calls do not resume in the 8x8 IVR after the AI conversation. Ensure the Resume exit point of the Forward to External IVR node is connected to a valid routing node, such as Forward to Queue, and confirm the agent’s end-call reason is defined in its prompt.
• The agent never triggers the handback. Review the agent’s prompt and confirm the end-call condition is clearly defined and matches the phrases callers actually use.