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8x8 Integration Guide

Integrate 8x8 communications and contact-center capabilities with enterprise systems through product-specific REST APIs, selected callbacks, and secure workflows.

8x8 integration options at a glance

8x8 provides product-specific REST APIs across 8x8 Work, Contact Center, CPaaS, administrative, and interaction-history use cases. Selected products also provide callback or webhook-style notifications for events such as inbound messages, delivery updates, and call status changes. Authentication may use OAuth 2.0 bearer tokens, API keys, or account credentials, with scopes and permissions varying by API family. Media and attachment operations may be available for recordings or messaging content. Martini can consume these APIs, receive supported callbacks, map payloads, maintain synchronization checkpoints, and expose controlled APIs for downstream applications.

Integration pointSupported by 8x8?Common use casesHow Martini supports it
REST APIsYesRetrieve users, contacts, calls, messages, conversations, and product-specific interaction data; initiate supported communications and manage permitted resources.Martini can consume documented 8x8 REST endpoints from workflows, transform payloads, apply business rules, and expose an abstraction API.
Webhooks / outbound callbacksLimitedReceive selected notifications such as inbound messages, delivery status, call status, or other product-specific events.Martini can receive callback requests through an API or workflow trigger, validate them, route them, and persist event identifiers.
AuthenticationYesAuthenticate product-specific API access using OAuth 2.0 bearer tokens, API keys, or account-level credentials, subject to scopes and permissions.Martini stores credentials in protected configuration or secrets and applies the applicable authorization scheme to outbound requests.
Bulk / async / batch APIsLimitedSome communication operations may complete asynchronously or expose status through callbacks or status endpoints; universal bulk support is not confirmed.Martini can orchestrate asynchronous status handling and controlled batches where the selected 8x8 API documents them.
File / attachment APIsLimitedSelected products may expose recordings, MMS, or other media through uploads, downloads, or media URLs.Martini can route documented media resources while accounting for access control, URL expiry, size, retention, and privacy requirements.
Incremental synchronizationLimitedTimestamp filters, call history, message status, event identifiers, or pagination cursors may support incremental retrieval for selected resources.Martini can persist timestamps, cursors, event IDs, or resource markers and resume scheduled workflows safely.
SDKsLimitedSDK availability is product-specific; documented developer resources may provide product-level client libraries or examples.Martini generally uses HTTP-based REST calls and does not require an 8x8 SDK to implement the integration.
GraphQL, SOAP, or database accessNot confirmedNo public platform-wide 8x8 GraphQL API, current SOAP API, or direct database-access mechanism was confirmed.Martini should use the documented 8x8 REST APIs and supported callbacks rather than relying on unconfirmed interfaces.

How 8x8 exposes data and business events

8x8 REST APIs

8x8 publishes REST APIs for several product families, including communication, administrative, contact-center, and interaction-related use cases. Available resources, operations, and authentication requirements vary by the selected product.

Martini implementation pattern

Martini implementation pattern: a workflow authenticates to the applicable 8x8 API, retrieves or submits the required resource, validates the response, maps it to a canonical model, and sends it to downstream systems or returns it through a Martini API.

Implementation sequence

Identify the 8x8 product and API family
Configure OAuth, API-key, or account credentials
Call the documented REST endpoint
Validate the response and provider identifiers
Map fields to the target model
Apply business rules and write the result

8x8 Webhooks and callbacks

Selected 8x8 products support callback or webhook-style notifications for events such as inbound messages, delivery status, call status, and other product-specific communication events. Coverage is not universal across all objects.

Martini implementation pattern

Martini implementation pattern: an exposed Martini API or workflow trigger receives the callback, validates the applicable authentication or signature mechanism, records the event key, and routes the event to downstream workflows or an 8x8 follow-up API.

Implementation sequence

Confirm the event and callback model for the 8x8 product
Receive the callback request
Validate authentication or the documented signature
Check the event ID for duplicates
Route the event by type and status
Persist the result and return the required response

8x8 asynchronous and media operations

Some communication operations may complete asynchronously, while selected products may provide recordings, MMS, or other media through product-specific resources or URLs. Universal bulk processing and general file APIs are not confirmed.

Martini implementation pattern

Martini implementation pattern: the workflow submits or retrieves the documented operation, stores its correlation identifier, polls only where supported or waits for a callback, and transfers media using the applicable access, retention, and size controls.

Implementation sequence

Confirm asynchronous or media support for the selected API
Submit the operation or retrieve the media reference
Store the provider correlation or resource identifier
Poll or receive status only when documented
Transfer or persist the content securely
Record completion, expiry, or failure details

Scheduled 8x8 synchronization

A universal change-data-capture mechanism is not confirmed, but selected APIs may support timestamps, call-history filters, message status, event identifiers, or pagination cursors for incremental retrieval.

Martini implementation pattern

Martini implementation pattern: a scheduled workflow reads the last successful checkpoint, requests the next page or time window, transforms each object, writes downstream changes, and advances the checkpoint only after successful processing.

Implementation sequence

Start the workflow on a defined schedule
Load the saved timestamp or pagination cursor
Retrieve the next 8x8 page or time window
Process and checkpoint each safe batch
Handle throttling and transient failures
Persist the new checkpoint after success

Common 8x8 integration patterns

Pattern 1: Route inbound 8x8 SMS to customer support

When to use this pattern

Use this pattern when inbound 8x8 messages should create or update customer conversations, cases, or tickets. It supports routing by sender, destination number, message content, and account context.

Integration direction
8x8
Martini
Salesforce
Example Mapping
8x8 FieldCanonical FieldTarget Field
messageIdproviderEventIdExternal_Message_ID__c
fromsenderPhonePhone
textmessageBodyDescription
receivedAtreceivedAtActivityDate
Martini implementation pattern

A Martini API receives the callback, validates and normalizes the payload, checks the event ID, looks up the customer, applies routing and consent rules, updates Salesforce, and calls the applicable 8x8 messaging API when an automated response is permitted. Transient failures are retried without replaying completed business actions.

Martini capabilities used
  • APIs
  • workflow triggers
  • data mapping
  • business rules
  • error handling
  • idempotency

Pattern 2: Synchronize 8x8 contact-center interactions

When to use this pattern

Use this pattern to synchronize new or updated calls, conversations, agents, or related interaction data with a CRM, service platform, or warehouse without repeatedly downloading the entire history.

Integration direction
8x8
Martini
ServiceNow
Example Mapping
8x8 FieldCanonical FieldTarget Field
callIdinteractionIdCorrelation ID
statusinteractionStatusState
agentIdassignedAgentIdAssigned to
startedAtstartTimeOpened
Martini implementation pattern

A scheduled Martini workflow loads a timestamp or cursor checkpoint, follows 8x8 pagination, transforms interactions into the target model, applies status and agent mapping, and writes ServiceNow updates. The checkpoint advances only after successful processing, while throttling and temporary failures use controlled retry.

Martini capabilities used
  • scheduled workflows
  • API consumption
  • pagination orchestration
  • data mapping
  • checkpointing
  • retry handling

Pattern 3: Process 8x8 delivery and call-status events

When to use this pattern

Use this pattern when delivery failures, completed calls, or other selected status notifications must update customer timelines or trigger operational alerts.

Integration direction
8x8
Martini
Slack
Example Mapping
8x8 FieldCanonical FieldTarget Field
eventIdproviderEventIdEvent key
eventTypestatusTypeAlert type
callIdinteractionIdCorrelation
failureReasonerrorDetailMessage
Martini implementation pattern

Martini receives the selected callback, validates it, checks for duplicate delivery, evaluates event severity and status precedence, formats a Slack notification, and records the processing outcome. Events arriving out of order are handled using provider timestamps or status rules where available.

Martini capabilities used
  • webhook receiving
  • conditional routing
  • business rules
  • duplicate protection
  • monitoring

Pattern 4: Trigger outbound 8x8 communications from a CRM

When to use this pattern

Use this pattern when a CRM event or scheduled process should send an SMS or initiate another supported communication through 8x8 and track its later status.

Integration direction
Salesforce
Martini
8x8
Example Mapping
8x8 FieldCanonical FieldTarget Field
MobilePhonedestinationNumberto
Message__cmessageBodytext
ConsentStatuscommunicationConsentpolicy decision
CaseNumbercorrelationIdclient reference
Martini implementation pattern

Martini receives the Salesforce request, normalizes the destination, checks consent and quiet-hour rules, formats the message, calls the applicable 8x8 API, and stores the provider ID. Later callbacks are correlated to the CRM record and failures are retried only when safe.

Martini capabilities used
  • API orchestration
  • data transformation
  • validation
  • business rules
  • correlation
  • error handling

Applications commonly integrated with 8x8

8x8 communication data can be coordinated with customer, service, collaboration, and enterprise applications. Exact object coverage depends on the selected 8x8 product and API family.

Application Scenario Direction Martini Pattern
Salesforce Synchronize calls, messages, contacts, and customer interactions with CRM records and customer-service workflows. 8x8 → Martini → Salesforce Martini consumes 8x8 REST APIs and selected callbacks, maps communication events to Salesforce objects, applies contact and consent rules, and retries transient failures with event-based idempotency.
ServiceNow Create or update incidents and cases from communication events and send operational notifications through 8x8. 8x8 → Martini → ServiceNow A Martini webhook-triggered workflow validates 8x8 events, correlates calls or messages with ServiceNow records, applies routing rules, and invokes the relevant 8x8 API for outbound notifications.
Zendesk Associate inbound messages and calls with tickets, customers, and support-agent workflows. 8x8 → Martini → Zendesk Martini normalizes phone numbers and event payloads, looks up or creates Zendesk tickets, and records 8x8 event identifiers to prevent duplicate updates.
HubSpot Record communication activity against contacts and trigger SMS or follow-up actions from sales and marketing workflows. 8x8 → Martini → HubSpot Martini orchestrates CRM-triggered outbound communications, evaluates consent and destination rules, calls the applicable 8x8 messaging API, and correlates delivery callbacks.
Microsoft Teams Coordinate collaboration, calling, or presence-related workflows where the relevant 8x8 and Microsoft capabilities are licensed and available. 8x8 → Martini → Microsoft Teams Martini exposes a controlled API or scheduled workflow that transforms 8x8 communication data into Microsoft Teams-compatible requests and routes failures for review.
Slack Send operational notifications for call failures, message delivery issues, or contact-center events. 8x8 → Martini → Slack Martini receives selected 8x8 callbacks, filters event types and severity, formats a concise Slack notification, and applies retry and duplicate-event controls.

How to build a 8x8 integration in Martini

Objective

Identify the relevant 8x8 product and configure the authentication model required by its API family.

Instructions in Martini

  • Confirm whether the use case uses 8x8 Work, Contact Center, CPaaS, administrative, or interaction APIs.
  • Configure OAuth 2.0, API-key, or account credentials in protected Martini environment configuration.
  • Request the required scopes, permissions, and administrator approvals.
  • Store secrets outside workflow definitions and source code.

Objective

Select an event-driven, API-led, or scheduled entry point based on the 8x8 capability confirmed for the use case.

Instructions in Martini

  • Use a Martini API or workflow trigger for supported 8x8 callbacks.
  • Use a scheduler for timestamp, history, or cursor-based synchronization.
  • Use an upstream application event when a CRM or service process initiates communication.

Objective

Receive or retrieve the 8x8 payload and establish the identifiers needed for correlation and safe replay.

Instructions in Martini

  • Validate callback authentication or signature requirements documented for the selected product.
  • Call the applicable REST endpoint when a callback contains only an event notification.
  • Follow documented pagination, cursor, or continuation mechanisms.
  • Capture request, correlation, resource, and event identifiers without logging credentials or sensitive content.

Objective

Coordinate lookups, enrichment, routing, and target-system calls in a maintainable Martini workflow.

Instructions in Martini

  • Separate provider-specific handling from canonical business data.
  • Look up related contacts, cases, accounts, or agents where required.
  • Route events by product, object, status, tenant, and business priority.
  • Use reusable workflow logic for common validation and correlation behavior.

Objective

Convert 8x8 users, contacts, calls, messages, conversations, and agents into downstream schemas.

Instructions in Martini

  • Normalize phone numbers, commonly to E.164 where appropriate.
  • Map provider status values and timestamps to target enumerations.
  • Preserve provider IDs and useful event metadata.
  • Handle additive or unknown fields tolerantly and retain required media references securely.

Objective

Apply communication, consent, deduplication, and operational policies before committing changes or sending communications.

Instructions in Martini

  • Check event IDs, message IDs, call IDs, or composite keys for duplicates.
  • Apply opt-out, consent, quiet-hour, and jurisdictional rules to outbound communications.
  • Distinguish validation errors from throttling and temporary provider failures.
  • Account for event ordering and status precedence where supported.

Common 8x8 data objects used in integrations

ObjectTypical UseCommon target systemsMartini handling
UsersRepresent 8x8 users, agents, administrators, or communication endpoints for provisioning, directory, and identity-related workflows.Salesforce, ServiceNow, Workday, Microsoft TeamsMartini retrieves or receives product-specific user data, normalizes identifiers and phone numbers, maps permissions where applicable, and synchronizes only approved fields.
ContactsSupport customer matching, communication routing, and contact-center workflows.Salesforce, Zendesk, HubSpot, NetSuiteMartini applies matching and normalization rules, enriches contact data from target systems, and prevents duplicate downstream records.
CallsRepresent voice interactions, call metadata, call state, or call history.Salesforce, ServiceNow, data warehouses, SlackMartini retrieves or processes call events, maps status and timestamps, correlates call IDs, and routes failures or completed-call updates.
MessagesRepresent inbound and outbound SMS or other communication messages, including delivery information.Salesforce, Zendesk, HubSpot, SlackMartini validates message events, applies consent and routing rules, invokes outbound messaging APIs, and deduplicates callback processing.
ConversationsGroup communication sessions or contact-center interactions for customer-history and service workflows.Salesforce, ServiceNow, Zendesk, analytics platformsMartini retrieves available conversation data with pagination or checkpoints, transforms interaction histories, and synchronizes supported fields.
AgentsRepresent contact-center personnel, availability, or assignment state.ServiceNow, Salesforce, Workday, Microsoft TeamsMartini synchronizes product-specific agent data, applies organizational mapping, and handles changes according to the selected API's permissions and schema.

Authentication and security considerations

Product-specific authentication

8x8 authentication varies by product and API family. OAuth 2.0 bearer tokens, API keys, and account-level credentials may be used, with scopes, tenant permissions, and administrator approval affecting access.

Credential protection

Martini should store OAuth client secrets, tokens, API keys, and account credentials in protected environment configuration or secrets management rather than workflow definitions or source code.

Callback validation

Callback endpoints should validate the authentication or signature mechanism documented for the applicable 8x8 product. Verification behavior should not be assumed to be uniform across all 8x8 webhook products.

Data protection

Limit logged data and protect message content, recordings, media URLs, personal information, and payment-related data. Capture sanitized responses and provider correlation identifiers without exposing access tokens or API keys.

Operational considerations for 8x8 integrations

Product and schema differences

8x8 Work, Contact Center, CPaaS, administrative, and interaction APIs can differ in objects, permissions, event coverage, authentication, quotas, and versioning. Confirm the selected API family before implementation.

Rate limits and pagination

Respect documented quotas and response headers, control concurrency, follow the applicable page or cursor model, and persist progress for long-running synchronization.

Retries and idempotency

Use exponential backoff for transient failures and avoid retrying non-idempotent operations without a safe strategy. Store event IDs, message IDs, call IDs, or resource keys to prevent duplicate processing.

Events and status

Callbacks may be retried or arrive out of order. Compare timestamps or status precedence where available, and distinguish delivery submission from final recipient acceptance or receipt.

Media and change management

For recordings and attachments, account for expiring URLs, access control, file size, retention, and privacy. Monitor changes to enumerations, payloads, authentication requirements, versions, and deprecated endpoints.

Testing and observability

Test representative products, event types, authorization failures, throttling, duplicate delivery, and partial outages. Monitor HTTP status, endpoint, operation, tenant context, correlation ID, and sanitized error details.

Why use Martini instead of scripts or point-to-point integrations?

Orchestration instead of isolated scripts

8x8 integrations often span REST calls, callbacks, CRM lookups, communication policies, and downstream updates. Martini provides a workflow structure for coordinating these steps and separating provider-specific logic from business rules.

Reusable transformation

Martini maps 8x8 users, contacts, calls, messages, conversations, and agents into canonical and target models while supporting validation, normalization, enrichment, and controlled API exposure.

Operational resilience

Centralized workflows can manage pagination, checkpoints, retries, duplicate events, throttling, monitoring, and environment-specific credentials more consistently than disconnected scripts.

Controlled API façade

Martini can expose a stable API for enterprise applications while encapsulating product-specific 8x8 endpoints, authentication, routing, and error handling. This reduces direct coupling between every consuming system and 8x8.

Frequently asked questions

How can 8x8 be integrated with enterprise systems?

8x8 can be integrated through its product-specific REST APIs, selected webhook or callback notifications, and authentication methods such as OAuth 2.0, API keys, or account credentials. Scheduled workflows can use supported list, history, timestamp, status, or pagination mechanisms for synchronization.

Can Martini integrate with 8x8?

Yes. Martini can consume documented 8x8 REST APIs, receive supported callback events through APIs or workflow triggers, transform communication data, and orchestrate updates to CRM, service, collaboration, and other enterprise systems.

Do I need a connector to integrate 8x8 with Martini?

No. A dedicated 8x8 connector is not required. Martini can use 8x8's confirmed native integration mechanisms, including product-specific REST APIs, supported callbacks, media endpoints, and OAuth, API-key, or account-credential authentication.

Is there any extra Lonti cost to integrate 8x8 with Martini?

Lonti does not charge an additional per-connector or per-vendor fee to integrate 8x8. The integration is subject to the provisioned capacity of the Martini environment. Separate costs may apply from 8x8, cloud infrastructure, or other third-party systems based on subscription, usage, and deployment model.

Which 8x8 APIs and integration methods should be used?

Use the REST API family that owns the required 8x8 Work, Contact Center, CPaaS, administrative, or interaction-history capability. Use callbacks when the selected product exposes the required event; otherwise use supported list or history endpoints with checkpoints. A public platform-wide GraphQL or current SOAP API was not confirmed.

Can Martini receive 8x8 events or webhooks?

Martini can receive 8x8 webhook or callback requests through an API or workflow trigger. 8x8 callback coverage is product- and event-specific, so the required event, delivery behavior, authentication or signature model, and payload must be confirmed for the selected API.

How does synchronization with 8x8 work?

Synchronization can be event-driven through selected callbacks or scheduled through REST endpoints that support timestamps, call history, message status, event identifiers, or pagination cursors. Martini persists a checkpoint, follows pagination, maps objects, and advances the checkpoint only after successful processing.

How does Martini handle 8x8 mapping, errors, and duplicate events?

Martini maps 8x8 objects to canonical and target schemas, normalizes phone numbers and statuses, applies consent and routing rules, and stores provider identifiers for correlation. Workflows can distinguish validation, authorization, throttling, temporary, and duplicate-event conditions and apply appropriate retry or replay handling.

Related Martini documentation

8x8 APIs

Events

Data

Security

Operations

Connect 8x8 with your enterprise systems

Use Martini to build secure, maintainable 8x8 integrations around REST APIs, selected callbacks, workflow orchestration, data transformation, and enterprise business rules.

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