# Integrate voice with 8x8

> 8x8  is a cloud-based phone system built to support customer service and sales teams that lets you manage your team's VOIP support in Kustomer. 8x8 allows yo...

Source: https://help.kustomer.com/en_us/integrate-with-8x8-HJXBwO9nP

Last updated: 2024-09-21T01:51:04.264Z

[8x8](https://www.8x8.com/) is a cloud-based phone system built to support customer service and sales teams that lets you manage your team's VOIP support in Kustomer. 8x8 allows you to record all calls made in 8x8 in Kustomer and automatically builds a customer profile. 

**Who can access this feature?**

**User types**

Admins can set up this integration.

  

### In this article

*   [Prerequisites](#Prerequisites)
*   [How does 8x8 work with Kustomer?](#Work)
*   [Installing the 8x8 app](#Installing)
*   [Configuring 8x8 with Kustomer](#Configuring)

### Prerequisites

Before you begin this integration, you must have a 8x8 account.

### How does 8x8 work with Kustomer?

All calls made or received in 8x8 are recorded within Kustomer in the customer's timeline. Here, you will be able to see if a call is coming in, in progress, or completed, along with call details such as, phone number and the length of the call. Kustomer can create new customers and conversations from the calls. If an existing customer calls you, Kustomer will create a new conversation on their existing timeline. 

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/57f61117b279532587bb9e0b24373cc2.png)

### Installing the 8x8 app

To integrate 8x8 with Kustomer, install the 8x8 app from within the Kustomer App Directory.

1.  Go to **Apps** and select **Explore Directory**.
2.  Search for **8x8** in the App Directory, and then select **Install**.
3.  Once the installation is complete, select **Click to Copy**![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/e6d1bee978fcb54ec168fe362506ac7f.png) to copy the webhook URL.  Save this URL since you will need this URL when [Configuring 8x8 with Kustomer](#Configuring).

### Configuring 8x8 with Kustomer

The following steps must be done in 8x8 so that you can start receiving calls in Kustomer.

**To add the URL:**

1.  Log in to your 8x8 account and select **Virtual Contact Center Config Mgr**.
2.  Select **Integration** and then select the **CRM Triggers** tab.
3.  Enter the webhook URL that you copied in the Create box of both the Customer and Case section and select **Save**.![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/7a03fc5bd1631083b64922dc6dcb5cc0.png)
4.  Select the **Screen Pop** tab and enter the following information in the Target Attributes section:
    *   Select **custom** for the Target Type.
    *   Enter **Kustomer** in the Account box.
    *   Paste your Kustomer webhook URL in the URL box.  
        ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/37067d2bdfc5f43af3de772772700544.png)
5.  Scroll down to the Trigger A Popup Window for inbound interactions section and select the following:
    *   **When agent is offered transaction**
    *   **When agent accepts transaction**
    *   **When agent completes transaction**
    *   **Phone**
    *   **Voice Mail**
    *   **Chat**  
        ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/ef67266caefd04b238cd15e58b760381.png)
6.  In the Windows Properties section, select:
    1.  **Open new window for screenpop**
    2.  **Use single window only**
    3.  **yes** for Show toolbar  
        ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/7075b040204f40cf25da95e04703a2cc.png)
7.  Select **Save**.