Table of Contents
Support Guide
8x8 Click-to-Dial Integration
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Shape Software
Learn how to connect your 8x8 account to Shape Software to enable click-to-dial functionality from list pages, records, and other supported areas of the CRM.
8x8 Click-to-Dial Integration
If your organization uses 8x8 for calling, Shape makes it easy to initiate calls directly from the CRM using your existing 8x8 phone system.
The 8x8 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 8x8 while still benefiting from Shape's click-to-call workflow.
Note: The 8x8 integration provides basic click-to-dial functionality. If you're looking for advanced call tracking, recordings, dispositions, AI features, reporting, texting, or automation, Shape's native phone system provides a much deeper integration.
What Does the 8x8 Integration Do?
After connecting your 8x8 account, you'll be able to:
- Click phone numbers throughout Shape to dial using 8x8.
- Launch outbound calls directly from supported list pages and records.
- Continue using your existing 8x8 phone system.
- Avoid consuming Shape phone usage credits when placing calls through 8x8.
Where Can I Use Click-to-Dial?
Once connected, the 8x8 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 8x8 icon alongside Shape's native calling option.
Connecting Your 8x8 Account
To connect your account:
1.
Open your Settings in Shape.
2.
Navigate to the API Integrations section.
3.
Select Connect 8x8.
4.
Enter your:
- Client ID
- Client Secret
- JWT Token
5.
Click Save.
After your credentials have been validated, your 8x8 account will be connected and available for click-to-dial.
Finding Your 8x8 Credentials
Your 8x8 credentials are generated from the 8x8 Admin Console.
To obtain them:
1.
Sign in to your 8x8 Admin Console.
2.
Navigate to API Keys.
3.
Select Create App (or edit an existing application).
4.
Copy the generated Client ID and Client Secret.
5.
Generate or retrieve the required JWT Token, if applicable to your organization's configuration.
6.
Paste the credentials into Shape and click Save.
After your credentials have been validated, your 8x8 account will be connected and available for click-to-dial.
Note: Access to API credentials requires the appropriate administrative permissions within your 8x8 account. If you don't see the API Keys section, contact your 8x8 administrator.
Using 8x8 Click-to-Dial
After connecting your account:
1.
Locate a phone number within Shape.
2.
Click the 8x8 calling icon.
3.
Your call will be initiated through your connected 8x8 account.
No additional setup is required after the initial connection.
Reporting & Tracking
The 8x8 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 8x8 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. 8x8 Click-to-Dial
Feature
Shape Native Phone
8x8 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 8x8 consume Shape phone credits?
No. Calls placed through the 8x8 integration use your 8x8 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 8x8 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 8x8 calling option?
Verify that:
- Your 8x8 credentials have been entered correctly.
- Your account is successfully connected.
- Your user has permission to use the integration.
- Your administrator has completed any required 8x8 configuration.
Can I send text messages through the 8x8 integration?
No. The 8x8 integration is designed for click-to-dial functionality only. SMS and MMS messaging are available through Shape's native phone system.
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