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Captivo Link reads your firm’s 8×8 Work calls and logs them in your CRM. To do that it needs two things from your 8×8 account:
  1. An API key, for recordings, transcripts, AI summaries and contact sync.
  2. A call-history user: a dedicated 8×8 user whose login Captivo Link uses to read call history. 8×8 only shares call history with a user’s login, not with an API key.
Both are set up once, for the whole firm, by an 8×8 admin. Allow about 15 minutes, plus up to an hour for 8×8 to apply the new user’s access.
No calls are logged until the call-history user is in place. The API key on its own isn’t enough. When you add the user later, Captivo Link picks up the previous 24 hours of calls straight away; anything older isn’t logged.

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Requirements

  • An 8×8 admin who can create API keys and users in 8×8 Admin Console.
  • A spare X Series X4 licence (or higher) for the call-history user. See why it needs a licence.
  • A spare phone number from your 8×8 account. 8×8 asks for one when you assign the licence; nobody needs to answer it.

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Step 1 — Create the API key

If you installed Captivo Link from the 8×8 App Store, the API key was created for you during the install. Skip to Step 2.
1

Open API Keys

In 8×8 Admin Console, go to API Keys and click Create App.
2

Select the API products

Name it something like “Captivo Link” and select these products:
If Call recordings & Storage isn’t listed, ask 8×8 support to enable Cloud Storage API access for your account. 8×8 grants it on request. Calls are still logged without it, just without recordings, transcripts or summaries.
3

Copy the Key and Secret

Click Save. Copy the Key and the Secret; you’ll enter both in Captivo Link.

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Step 2 — Create the call-history user

This is an ordinary 8×8 user, not an admin, used only by Captivo Link. It doesn’t count as a seat in Captivo Link.
1

Add the user

In 8×8 Admin Console, go to Users and click Add user. Name it something like “Captivo Link”.Give it 8×8 authentication. Single sign-on logins (Microsoft, Google, Okta) may not work.
2

Assign an X Series licence

Under Services and permissions:
  • Assign a profile policy: the default is fine.
  • Assign one or more services to user: choose X Series - X4 or higher (X6, X8). Don’t choose an 8×8 Engage licence; those are for the contact centre.
  • Phone number: assign any spare number.
Click Save.
3

Give it access to Analytics

Edit the user again. Scroll to Analytics for 8×8 Work and set Allowed access level to Analytics: Supervisor. Click Save.
Don’t give the user an admin role. It only needs the licence and the Analytics access level.
4

Set the password

If your policy allows:
  • Give it a password that doesn’t expire. Otherwise, update it in Captivo Link when it changes. Captivo Link shows a banner while the login isn’t working, and once you enter the new password it logs the calls from the outage, up to 30 days back.
  • Exclude it from account lockout. Captivo Link retries a refused login only once an hour, so it won’t lock the account by itself.
5

Wait for 8×8 to apply it

8×8 can take up to an hour to apply a new user’s licence and Analytics access.To check, open analytics.8x8.com in a private window and sign in as the new user. If you see the reports, it’s ready. If you see “Unauthorized — You don’t have access to this service”, it isn’t ready yet, or a setting from the previous steps is missing.
6

Note the username

Copy the user’s username exactly as Admin Console shows it, under the user’s name in Users. It usually starts with your 8×8 account name, for example firmname.Captivo.Link.
1

Open Connections

Sign in to Captivo Link and open Connections. During first-time setup, the setup page asks for the same details.
2

Enter the key and login

Enter the API key and API secret from Step 1, and the Service account login (username) and Service account password from Step 2.If the key is already saved (for example, after an 8×8 App Store install), leave the Key and Secret blank to keep it.
3

Click Check & save

Captivo Link checks everything with 8×8 before saving: the key, the products on it, the user’s login, and that the user can actually read call records.
When everything is in place, Call logging shows as ready. Make a test call to or from a number in your CRM: it appears on the Calls page within a few minutes.

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Changing the key or the login later

  • New API key: enter the new Key and Secret and leave the login blank. The saved login is kept.
  • New password: enter the username and the new password, and leave the Key and Secret blank.
  • Removing the connection: click Remove on the 8×8 card. Calls stop being collected straight away.

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Troubleshooting

8×8 refused the username or password. Check that:
  • the username is copied exactly from Admin Console, including the account-name prefix;
  • the user has 8×8 authentication, not single sign-on;
  • the account isn’t locked after too many attempts.
8×8 accepted the login, but the user can’t read call history. Check that the user has:
  • an X Series X4 licence or higher, and
  • Analytics for 8×8 Work set to Analytics: Supervisor.
If both are set, give 8×8 up to an hour to apply them, then click Check & save again. Signing in at analytics.8x8.com as the user tells you when it’s ready.
The user doesn’t have Analytics access yet. A user with no X Series licence can’t get access at all. If the licence and access level are set, wait up to an hour, then try again in a private window so an old session isn’t reused.
8×8 admins get Analytics access through their admin role, whatever their own access level says. Testing with an admin login doesn’t show whether a regular user is set up correctly. Use the dedicated user, set up as in Step 2, rather than an admin’s login.
The API key is missing Call recordings & Storage, or 8×8 hasn’t enabled Cloud Storage API access for your account. The Connections page lists which features are ready and what each one is missing.

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Why does the user need an X4 licence?

8×8 only allows call history to be read through a user’s login, and only for users with Analytics access. Analytics access needs an X Series licence: a user with no licence can’t sign in to Analytics at all. Captivo Link needs the Analytics: Supervisor level, which 8×8 only offers on X4 or higher. The user doesn’t need a phone, and nobody uses it day to day: only Captivo Link signs in as it.