Consumer behaviors are constantly evolving, which means that your customer experience design needs the ability to adapt along the way. There’s no one-size-fits-all solution. So, would you then need to source, procure, and deploy a different solution every time your business use cases change? Well, no! This is where the benefits of 8x8 Communication APIs shine.

Our latest release of 8x8 Communication APIs gives you even greater flexibility, so you can adapt more quickly to changing consumer needs. The new features and updates are designed to help you to optimize your customer experience workflows with minimal investment in time and resources.

This release includes updates to 8x8 Converse, 8x8 Connect, and Jitsi as a Service:

  • Advanced (ticket) Queueing in 8x8 Converse
  • New Automation Builder workflow step: Send to 8x8 Converse
  • New Automation Builder workflow templates
  • Ability to manage contacts in 8x8 Connect in greater detail
  • Granular access to admin user management in 8x8 Connect
  • Version control flexibility for Jitsi as a Service deployments
  • Ability to add telephony to Jitsi meetings

Let’s take a look at what you’ll get with each of these updates.

Advanced (ticket) Queueing in 8x8 Converse

First, a quick introduction to 8x8 Converse. Working in parallel with our Chat Apps API, it is an all-in-one conversation platform where users can manage two-way customer conversations across different chat apps on a single dashboard.

With Advanced Queuing, you can assign inbound messages to 8x8 Converse agents via ticket queues that are designed based on their specialization.

  • Build custom ticket queues using a series of conditions, such as the messaging channels customers are using, contact groups they belong to, and the country they come from, in any combination
  • Easily add, edit, delete, enable, and disable queues
  • Reorder queue priorities anytime

New Automation Builder workflow step: Send to 8x8 Converse

Using a sequence of triggers, conditions, and actions in Automation Builder, you can now create automated workflows that programmatically direct conversations to 8x8 Converse. For instance, rather than activating your service agents for all inbound messages, you can set auto replies for one segment of customers and open up conversation windows in 8x8 Converse for another segment.

New workflow templates in Automation Builder

These new templates give you a quick way to start building advanced workflows that utilize HTTP requests (webhooks). You can now easily automate customer interactions, such as account sign up and post-service voice surveys.

8x8 Automation Builder Templates

Ability to manage contacts in 8x8 Connect in greater detail

A world of benefits come from knowing your customers better and having that information recorded. With 8x8 Connect’s newly expanded contact management features, you can:

  • See a clear breakdown of the channels that a contact is connected to
  • Add or edit channel information, e.g., user ID
  • Add or edit a custom field to record user information

To learn more, watch the demo.

Granular access to admin user management in 8x8 Connect

Managing campaigns and users can be challenging,  which is why we’ve introduced granular access to our 8x8 Connect user management tools. Now, non-admins can perform actions that were previously exclusive to admins, such as approve campaigns, invite and manage users, and manage SSO settings.

Version control flexibility for JaaS deployments

You now have greater control over the JaaS release version on which your video app is built. Simply pin a particular release, and any updates would be delayed until you decide to unpin it. This allows you to have the release versions match your project timeline and ensure ample time for your team to do internal testing, training, and documentation before an official deployment.

8x8 JaaS - Flexibility in Version Control

Ability to add telephony to your Jitsi meetings

Self-hosted Jitsi customers can now easily add telephony service in the cloud to their on-premises deployment via Jitsi Meet Components. With telephony service, meeting participants can dial into a meeting anytime, anywhere via a PSTN call.

JaaS components

Want to see these new features in action? Learn more about 8x8 Communication APIs and how we help businesses engage customers while streamlining internal workflows, all at a fraction of the cost of an on-premises system.

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For reference, see what was included in the previous release: What’s New with 8x8 Communication APIs: Enhanced User Experience and Increased Team Efficiency