Send a Slack alert when an 8x8 agent joins a call

When an 8×8 interaction is assigned to an agent and the agent accepts it, this workflow posts a message to a Slack channel, so supervisors can see which agent picked up which contact.

8x8

Slack

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2 steps Setup ~5 min Used on 805 sites Free to import

The Send a Slack alert when an 8x8 agent joins a call workflow on the FlowMattic canvas, with 2 steps across 8x8, Slack — The workflow as it appears in the builder after import. Each step opens for editing.

What this workflow does

Supervisors in a contact centre want to know who is taking which conversation, but not everyone keeps the 8x8 dashboard open all day. If your team already works in Slack, a short message as each agent picks up gives a live feed of activity.

The 8x8 trigger fires whenever an interaction is assigned to an agent and accepted. FlowMattic passes the interaction details to Slack, and the Send Channel Message step posts a message in the channel you choose. You write the message and map values such as the agent or queue into it, where 8x8 includes them.

Every accepted interaction posts a message, so a busy queue means a busy channel. Pick a dedicated channel for these alerts, and read the tips for ways to narrow them. Task History lists each run and the message text that went to Slack.

Supervisor view of pick-ups

A team lead follows a #queue-activity Slack channel and sees each agent accept an interaction, without watching the 8x8 console.

Spotting quiet agents

Over a shift, the channel shows which agents are taking contacts and which are not, so the lead can check in.

Coordinating a small support team

In a team of a few agents, a Slack post when someone takes a call stops two people chasing the same customer afterwards.

How this workflow runs

What happens at each step once the workflow is on, and what you need before you import it.

Step 1Trigger
8x8 AGENT JOINED
Fires whenever an 8x8 interaction is assigned to an agent and the agent accepts it. The interaction details are passed on to the Slack step.
Step 2Action
Slack Send Channel Message
Sends a pick-up alert to one Slack channel of your choice. Connect Slack and build the text from the 8x8 interaction details, such as the agent and queue.

What you need

FlowMatticCore
8x8 AccountAccount
Slack AccountAccount

After importing, map your own data. To keep the template universal, not every step is pre-filled. Open each step in the builder and connect your accounts and fields (channels, lists, sheets, recipients) before you switch the workflow on.

Make it yours

Changes worth making after you import it.

Use a dedicated Slack channel for these alerts so they do not crowd the conversations your team has in its main channel.
Add a Filter after the trigger to post only for one queue, such as a VIP or escalations queue, if 8x8 includes the queue in the event.
Build a matching workflow on the 8x8 AGENT LEFT trigger to post when the agent leaves the conversation, so the channel shows both ends.

Questions about this workflow

When exactly does the 8x8 trigger fire?

When an interaction is assigned to an agent and the agent accepts it. Interactions that are only queued, or offered but not accepted, do not start this workflow.

Can the Slack alert name the 8x8 agent?

Yes, if 8x8 includes the agent in the event data. Run a test after import and check Task History for the fields you can map into the message.

Will the Slack channel get a message for every 8x8 call an agent takes?

Yes, for every accepted interaction. Nothing narrows these alerts in the imported template. Add one if you only want alerts for certain queues.

Can I send the 8x8 alert as a direct message instead of a channel post?

This 8x8 template only posts its alerts in a Slack channel. Replace it with Slack's Send Direct Message action after import if the alerts should go to one person.