## Description

The 8x8 handover provider bridges Cognigy.AI and [8x8](https://www.8x8.com/), enabling end users to connect with human agents working in a contact center that uses 8x8.

## Prerequisites

- Access to [8x8](https://connect.8x8.com/login).
- Created Endpoint [compatible with 8x8](https://docs.cognigy.com/ai/agents/deploy/endpoints/handover-settings#endpoints-compatible-with-handover-providers).

## Configuration on the Handover Provider Side

Configure 8x8

01. Log in to the 8x8 Contact Center for admins.
02. On the **My Applications** page, select **Configuration Manager for Contact Center**.
03. In the left-side menu, click **Integration**, then go to the **Webhooks** tab.
04. On the **Webhooks List** tab, click **\+ Add webhook**.
05. 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**.
06. To check if the connection works, click **Test Connection** and save changes.
07. In the left-side menu, click **Queues/Skills**.
08. On the **Queue List** tab, create a queue with a chat type by clicking **\+ Chat**.
09. 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

1. 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.

2. Configure Handover Settings

In the [Handover to Human Agent](https://docs.cognigy.com/ai/agents/develop/node-reference/service/handover-to-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](https://docs.cognigy.com/agent-copilot/overview) 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](https://docs.cognigy.com/ai/agents/deploy/endpoint-reference/8x8)
- [Agent Copilot Workspace](https://docs.cognigy.com/agent-copilot/overview)
- [8x8 Documentation: Configuring the Agent Handover from Cognigy to 8x8](https://support.8x8.com/contact-center/integrations/Intelligent_Customer_Assistant/Configuring_the_Agent_Handover_from_Cognigy_to_8x8)  
Last modified on June 15, 2026.