Introduction

The integration of SMS-Magic with the 8x8 Contact Center merges the robust capabilities of both platforms, enabling seamless communication across multiple channels. By leveraging 8x8's telephony infrastructure, businesses can use their existing calling numbers not only for voice communication but also for sending SMS and running campaigns directly through the SMS-Magic platform in Salesforce. This integration ensures consistent communication management and enhances customer interactions.

Integrating SMS-Magic with 8x8 Contact Center

Step 1: Accessing Integrations

• Navigate to the Integrations Section: Log in to the SMS-Magic application and navigate to the Integrations section.

• Locate the 8x8 Integration: In this section, find the option to connect your 8x8 Contact Center instance with SMS-Magic.

Step 2: Connecting the 8x8 Instance

• Enter Instance Details: To connect your 8x8 instance, input the required details:

  • Queue ID

  • API Key

  • Optionally, add the Tenant ID if applicable.

• Connect: After entering the details, click Connect to establish the connection.

Step 3: Message Synchronization

• Syncing Inbound Messages: Once the integration is successful, any new inbound messages received on the 8x8 Contact Center will be synced to the 8x8 app.

• Agent Notifications: Agents assigned to the queue in the 8x8 app will be notified of new messages. An agent can pick up the conversation and respond.

• CRM Synchronization: All interactions within the 8x8 Contact Center app interface are synchronized with the SMS-Magic app installed in your CRM, ensuring a unified view of communication.

Step 4: Viewing Messages in CRM

• Comprehensive Communication History: In your CRM (e.g., Salesforce), agents can view the entire communication history using:

  • SMS-Magic Converse Desk

  • Record-Level Conversation View

• This provides a comprehensive, unified view of all customer interactions.

Step 5: Campaign Management

• Bulk Messaging Campaigns: Utilize the connected 8x8 numbers to send bulk messaging campaigns via SMS-Magic.

• Slow Pace Campaigns: To avoid overwhelming agents with inbound messages, you can configure the campaign to send messages at intervals. For example, set up the campaign to send 100 messages every 15 minutes to ensure agents can manage responses effectively.

Conclusion

With the SMS-Magic and 8x8 Contact Center integration, businesses can streamline customer communication, automatically send notifications, reminders, and manage bulk messaging campaigns efficiently. Here are some key benefits:

• Inbound Support Integration: Seamlessly route support inquiries to the 8x8 Contact Center app and sync responses back to Salesforce.

• Live Chat & Lead Generation: Turn website visitors into CRM leads using live chat integrated with SMS-Magic.

• CRM Field Update Alerts: Send instant notifications on CRM case updates to boost engagement.

• Post-Call Surveys: Capture immediate customer feedback for insights and swift resolution.

• Broadcast & Bulk Messaging: Deliver targeted, large-scale messaging campaigns through Salesforce and Salesforce Marketing Cloud.

This integration enhances your customer communication strategy, streamlines operations, and ensures all interactions are captured within your CRM.