8x8 - Cognigy Documentation

Description

The 8x8 handover provider bridges Cognigy.AI and 8x8, enabling end users to connect with human agents working in a contact center that uses 8x8.

Prerequisites

• Access to 8x8.
• Created Endpoint compatible with 8x8.

Configuration on the Handover Provider Side

Configure 8x8

1. Log in to the 8x8 Contact Center for admins.
2. On the My Applications page, select Configuration Manager for Contact Center.
3. In the left-side menu, click Integration, then go to the Webhooks tab.
4. On the Webhooks List tab, click + Add webhook.
5. Fill in the following fields:
   • Name — specify a unique name.
   • URL — paste the URL in the following pattern: https://endpoint-your-environment/handover/eightByEight. For instance, in a Cognigy trial environment, the URL would be https://endpoint-trial.cognigy.ai/handover/eightByEight.
   • Chat API Version — select Chat Gateway v1.0.
6. To check if the connection works, click Test Connection and save changes.
7. In the left-side menu, click Queues/Skills.
8. On the Queue List tab, create a queue with a chat type by clicking + Chat.
9. Fill in the following fields:
   • Queue name — specify a unique name.
   • Queue description — specify a unique description for the queue to differentiate it from others. Save changes.
10. On the Members tab, assign and enable human agents who will operate within your queue to assist end users. Save changes.
11. In the left-side menu, click Channels.
12. On the Chat API tab, click + New Channel.
13. Fill in the following fields:
    • Name — specify a unique name.
    • Description — specify a description of your channel.
    • Webhook — select the webhook that you recently created.
    • Queue — select the queue that you recently created. Save changes.

Configuration on the Cognigy.AI Side

1. Create a Handover Provider

2. Go to Deploy > Handover Providers.

   2. Click + New Handover Provider and select 8x8 from the list.
   3. Fill in the following fields:
      • Base URL — the URL of the 8x8 Server.
      • API Key — the header value required for authenticating API calls to the 8x8 system.
      • 8x8-Tenant — the Tenant ID, the field is mandatory if a customer has multiple tenants in the organization.

3. Configure Handover Settings

In the Handover to Human Agent Node, configure the following settings:

• 8x8 Channel Id — specify the channel ID that you created during the 8x8 configuration. You can find this ID in the 8x8 admin console. Navigate to Channels > Chat API. In the channel list, find the channel that you created. Copy the ID from the channel row.
  • 8x8 Queue Id — specify the header value required for authenticating API calls to the 8x8 system. You can find this ID in the 8x8 admin console. Navigate to Channels > Chat API. In the channel list, find the channel that you created. Copy the Queue ID from the channel row.
  • 8x8 JSON properties — extend 8x8 properties with custom JSON.

To check the handover, go to the installation that your server administrator has deployed.

Additional Configuration

Agent Copilot Workspace

Within 8x8 integration, you can use the Agent Copilot workspace as an assistant to human agents. Agent Copilot will be available as a standalone application via the following link: https://${AgentCopilotBaseUrl}/?userId=${userId}&sessionId=${sessionId}&URLToken=${URLToken} Where:

• AICopilotBaseUrl — the base URL used to access the Agent Copilot workspace.
• sessionId — the Cognigy session ID. A session represents the interaction between the human agent and the Agent Copilot workspace.
• userId — the Cognigy user ID. It helps Agent Copilot associate the interaction with a specific user.
• URLToken — the Endpoint token from Cognigy.AI. The Endpoint must be linked to the Handover Flow. To find this token, go to the Endpoint that you created previously. In the Endpoint URL field, copy the token after https://endpoint-trial.cognigy.ai/. For example, in the URL https://endpoint-trial.cognigy.ai/f38791ae20d4961acf0e97d9f377c4fe3df92894e1eff1c7a774a8ed089a4590, the token is f38791ae20d4961acf0e97d9f377c4fe3df92894e1eff1c7a774a8ed089a4590. Only authorized users can access the Agent Copilot system through this URL.

Example URL:

https://ai-copilot-trial.cognigy.ai/?sessionId=session123&userId=user123&URLToken=a4d5c86c98f27730311591f28d194510e05ffed30ca148e3344970defd418e7d

More Information

• 8x8 Endpoint
• Agent Copilot Workspace
• 8x8 Documentation: Configuring the Agent Handover from Cognigy to 8x8
  Last modified on June 15, 2026.