Open Forum

We are designing a controlled call-intake workflow for an insurance office.

Our requirement is:

1. A call, missed call, or voicemail event must be verified from 8x8 before it is treated as evidence.
2. The verified event should create a structured internal review packet with the event reference, timestamp, caller details that are permitted to retain, and a link to recording or transcript metadata where available.
3. A human reviews the packet before any CRM update, message, scheduling action, or other downstream action occurs.
4. We are starting with read-only event retrieval only. No automatic CRM writes or live workflow actions.

What is the recommended 8x8-supported approach for obtaining verified call-event data in this pattern? Specifically:

• Which API, webhook, reporting, or integration option is appropriate for incoming calls, missed calls, and voicemail metadata?
• What event identifiers and timestamps should we retain for an auditable match?
• Are there reference examples for a read-only integration that sends events to an internal review queue?
• What permissions and product licensing should we confirm before starting?

We are seeking architecture guidance and supported integration options, not customer-specific troubleshooting.

Topics

Integrations · APIs · Contact Center · Work

Hi @GEORGE DIAZ!

Thank you for detailing the workflow you want to achieve!  This will help immensely, let me bring it up to the Product team.  I'll let you know when I come back with something, thanks!

Hello @GEORGE DIAZ

For our 8x8 Contact Center interactions we have a Websocket event stream that you can use.

The documentation can be found here https://developer.8x8.com/actions-events/docs/streaming/overview/

It has events related to CC interactions (queued, offered, accepted, rejected, ended, etc.)

In the above documentation you can find more info about the events, types, lifecycle, fields as well as some working client integration examples.

This only works for 8x8 Contact Center, it does not yet cover UC related events.

Let us know if this is what you need!