Source: https://joinfinn.com/integrations/8x8

# 8x8

## 8x8 + Finn.

8x8 integration with Finn. 8x8 provides business calling, messaging, and contact center software.

Business function: Customer service.

## What you can do with 8x8.

8x8 provides business calling, messaging, and contact center software.

### Resolve customer order questions inside the chat

Finn uses the 8x8 conversation to complete the customer's order-service job, retrieving the real order and executing the permitted remedy through the connected commerce system.

**Typically handled by:** Contact center ecommerce support team

**Starts when:** A customer starts an 8x8 chat about a missing item, late shipment, or order mistake.

#### What Finn handles

1. Verify the customer through the approved account process and locate their Shopify order.
2. Read fulfillment details and establish the applicable delivery or correction policy.
3. Complete the authorized order action in Shopify, requesting an owner's decision for exceptions.
4. Return the result in the 8x8 chat and close the linked Zendesk case when the issue is settled.

**The result:** The conversation ends with a completed order-service outcome and a case linked to the commerce action.

### Complete a billing service conversation

Finn handles the investigation and routine action behind a billing question, connecting the customer's 8x8 chat to Stripe records and a documented support resolution.

**Typically handled by:** Contact center billing desk

**Starts when:** A customer asks about a charge, invoice, or refund in an 8x8 conversation.

#### What Finn handles

1. Complete account verification and identify the Stripe customer, invoice, and payment.
2. Explain the recorded billing events and compare the request with the company's adjustment policy.
3. Execute the authorized refund or correction in Stripe, retaining financial exceptions for the designated approver.
4. Send the transaction outcome in chat and record it in the linked Zendesk customer case.

**The result:** The customer's billing question is answered and any permitted financial action is completed with its reference recorded.

### Run a promised callback through its outcome

Finn handles callback coordination so a customer's request becomes an assigned call, a completed follow-up record, and any remaining service actions rather than an unowned reminder.

**Typically handled by:** Contact center callback coordinator

**Starts when:** A customer requests a return call or a previous conversation leaves a promised callback.

#### What Finn handles

1. Confirm the customer's approved contact number, preferred time, issue, and the suitable representative or queue.
2. Create the callback work in Zendesk and initiate the supported agent-assigned outbound 8x8 interaction at the agreed time.
3. Follow the interaction outcome and record the representative's result or the unsuccessful-contact status.
4. Complete any authorized follow-up task and notify the customer of the next recorded step when further work remains.

**The result:** The callback commitment has a call outcome and completed administrative follow-through, with the representative owning the conversation.

### Book a customer appointment from the support chat

Finn completes appointment administration during an 8x8 conversation, connecting the customer's service need to the right calendar and a confirmed booking.

**Typically handled by:** Customer service scheduling team

**Starts when:** A customer needs a consultation, technical session, or account appointment.

#### What Finn handles

1. Identify the appointment purpose, required team, duration, and the customer's permitted contact details.
2. Check suitable Microsoft Graph calendar availability and offer times that match the requested service.
3. Book the customer's confirmed time with the attendees and service context.
4. Send the appointment details in chat and update the associated Salesforce or Zendesk record with the booking reference.

**The result:** The customer leaves the conversation with a recorded appointment and the service team receives the correct context.

### Carry complex issues across the specialist handoff

Finn completes the intake and continuity work around a specialist escalation, using 8x8's supported chat handoff while keeping the customer's original request attached to the resulting case.

**Typically handled by:** Contact center escalation coordinator

**Starts when:** The support procedure reaches a decision or action reserved for a specialist.

#### What Finn handles

1. Collect the required customer context, attempted remedies, and the precise unresolved question.
2. Select the 8x8 agent conversation and attach the available context through the supported chat integration.
3. Keep the linked Zendesk case synchronized with the specialist's recorded response and required follow-up.
4. Complete permitted downstream tasks and confirm the customer outcome before resolving the service case.

**The result:** The specialist receives a usable investigation, and the original customer issue remains tracked through its actual resolution.

### Complete after-conversation work

Finn turns an ended support chat into an accurate customer record and completed follow-up actions, eliminating the gap between the conversation and the systems that track the work.

**Typically handled by:** Contact center after-interaction operations team

**Starts when:** An 8x8 conversation ends with a confirmed resolution or agreed next steps.

#### What Finn handles

1. Retrieve the permitted conversation information and identify the matching Zendesk case or Salesforce account.
2. Record the resolution, transaction references, and customer commitments without retaining unnecessary sensitive conversation content.
3. Create and execute the authorized follow-up tasks in the system that owns each action.
4. Update the case with completed results and retain a named owner for any decision that is still outstanding.

**The result:** The customer record reflects what happened and what was completed after the conversation, rather than a summary alone.

## Connection setup

Contact Finn to discuss the records your workflow needs and the actions you want it to perform.

Your team chooses what Finn can access, what agents can change, and when a person must approve the work. The connection needs the appropriate account access and permissions from 8x8.

## Explore Finn

- [Agents](https://joinfinn.com/agents): Help customers. Work with your team. Finish the job.
- [Systems](https://joinfinn.com/systems): Business apps for the work behind the conversation.
- [AI Gateway](https://joinfinn.com/ai-gateway): Control connected AI apps, models, access, and spending.

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