8x8 Work
Salesforce

Control your 8x8 phone system within Salesforce easily.

Log In

First log in to Salesforce. If your company uses Single Sign-On (SSO), you can log in from the 8x8 unified login panel. Make sure that your softphone or desk phone is connected and logged in.

How to launch the 8x8 for Salesforce Communication Panel:

Log in to your Salesforce account in Lightning mode
On the home screen, locate 8x8 Phone at the bottom left hand corner
Click on it to launch the Virtual Office for Salesforce Communication Panel

Learn more from:

Help Guide

Install the Integration

Interface

The Communication Panel has three tabs and a dropdown menu. The Phone tab gives you access to the dial pad. The Call Log tab provides a view of recent call activity. The Directory tab lists all of your company contacts. The Menu allows you to change settings, access help, and more.

Learn more from:

Help Guide

Basic Call Handling

While on an active call, you have full call control capabilities including transferring calls, merging three-way calls, placing calls on hold, and recording calls.

Learn more from:

Help Guide

In this video, we’ll go over the call handling features inside the 8x8 for Salesforce (formerly known as Virtual Office for Salesforce) Communication Panel.

Learn more: https://www.8x8.com/university

Transfer a Call

You can transfer a live call to another company extension or to another phone number. You can choose to speak to the party you plan to transfer the call to using a warm transfer or a blind transfer.

How to make a warm transfer:

While on a call, find the contact in the directory
Click the Call button to call the contact
After connection with the contact, click on the Transfer button
You'll be brought to the transfer panel. Select the number you would like to transfer to and then hang up

How to make a blind transfer:

While on a live call, click on the Transfer button
Call the contact you wish to transfer to
The call will automatically connect the two contacts and you will be dropped from the line

Learn more from:

Help Guide

You can transfer a live call to another 8x8 extension or another phone number. You can choose to speak to the party you plan to transfer the call to (Warm Transfer) or can do a blind transfer. In this video, we'll learn how to make a warm transfer as well as a blind transfer using the 8x8 for Salesforce communication panel.

Call Logs and Follow-Ups

Call logs and follow-ups are a great way to keep your call details organized. Call logs can help you keep track of how a call went, what was discussed, and whether or not it was successful. Follow-ups help you arrange the next step to speed up your workflow.

Learn more from:

Help Guide

Call logs and follow-ups are a great way to keep your call details organized. Call logs can help you keep track of how a call went, what was discussed, and whether or not it was successful. Follow-ups help you arrange the next step to speed up your workflow. In this video, we’ll learn about the call log and follow-up features in 8x8 for Salesforce (formerly known as Virtual Office for Salesforce).

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