Learn how to connect your 8×8 account to Shape Software to enable click-to-dial functionality from list pages, records, and other supported areas of the CRM.
8×8 Click-to-Dial Integration
If your organization uses 8×8 for calling, Shape makes it easy to initiate calls directly from the CRM using your existing 8×8 phone system.
The 8×8 Click-to-Dial integration allows users to launch outbound calls from supported areas of Shape without using Shape’s native phone system.
This integration is ideal for organizations that prefer to continue using 8×8 while still benefiting from Shape’s click-to-call workflow.
What Does the 8×8 Integration Do?
After connecting your 8×8 account, you’ll be able to:
- Click phone numbers throughout Shape to dial using 8×8.
- Launch outbound calls directly from supported list pages and records.
- Continue using your existing 8×8 phone system.
- Avoid consuming Shape phone usage credits when placing calls through 8×8.
Where Can I Use Click-to-Dial?
Once connected, the 8×8 click-to-dial option is available anywhere Shape supports compatible click-to-call actions,
including:
- Contact record pages
- Contact management list pages
- Other supported click-to-call locations throughout the CRM
When multiple calling methods are available, you’ll see the 8×8 icon alongside Shape’s native calling option.
Connecting Your 8×8 Account
To connect your account:
- Client ID
- Client Secret
- JWT Token
After your credentials have been validated, your 8×8 account will be connected and available for click-to-dial.
Finding Your 8×8 Credentials
Your 8×8 credentials are generated from the 8×8 Admin Console.
To obtain them:
After your credentials have been validated, your 8×8 account will be connected and available for click-to-dial.
Using 8×8 Click-to-Dial
After connecting your account:
No additional setup is required after the initial connection.
Reporting & Tracking
The 8×8 integration is considered a lightweight click-to-dial integration.
Shape records basic calling activity, including:
- Total outbound calls initiated
- Last outbound call date
Unlike Shape’s native phone system, the 8×8 integration does not include advanced telephony features
such as:
- Detailed call reporting
- Call recordings
- AI-powered calling
- SMS or MMS messaging
- Call dispositions
- Advanced analytics
- Call automation
Organizations that need these capabilities should consider using Shape’s built-in phone system.
Shape Phone vs. 8×8 Click-to-Dial
Feature
Shape Native Phone
8×8 Click-to-Dial
Click-to-dial
Uses Shape phone credits
Outbound call tracking
Advanced
Basic
AI calling features
SMS & MMS
Call recordings
Advanced reporting
Frequently Asked Questions
Does using 8×8 consume Shape phone credits?+
No. Calls placed through the 8×8 integration use your 8×8 phone system and do not consume Shape phone usage credits.
Can I still use Shape’s native phone system?+
Yes. If your organization has Shape’s phone system enabled, you can continue using it alongside the 8×8 integration where applicable.
What information does Shape track?+
Shape records basic outbound calling activity, including the total number of outbound calls initiated and the date of the most recent outbound call.
Why don’t I see the 8×8 calling option?+
Verify that: Your 8×8 credentials have been entered correctly. Your account is successfully connected. Your user has permission to use the integration. Your administrator has completed any required 8×8 configuration.
Can I send text messages through the 8×8 integration?+
No. The 8×8 integration is designed for click-to-dial functionality only. SMS and MMS messaging are available through Shape’s native phone system.