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Platform Tutorials

  • Setting reports to your local timezone

    By default your local timezone is set to (UTC-00:00): UTC / Greenwich Mean Time.

    Remember when you set your reports to your local timezone, it only applies to your profile and not the entire account. Setting your local timezone doesn't apply to your invoice or billing.  The default timezone on your invoice or billing is always (UTC-00:00): UTC / Greenwich Mean Time.

    Here are the steps to set your local timezone:


    1. Click the gear icon on the top right menu and select profile settings.

    2. A popup window will appear, just like the image below

     

    Screenshot_2022-01-20_at_10.18.49_AM.png

    3. Select a new timezone from the dropdown list labeled as Timezone.
    Once you select your timezone, click "Update" button. Please note that you need to logout to apply the changes.

    Screenshot_2022-01-20_at_12.30.07_PM.png 

    4. Check all your reports and you should see the new timezone you just selected.

    Screenshot_2022-01-20_at_12.38.43_PM.png      

    For SMS reports, you can switch back and forth to the default timezone (UTC-00:00): UTC / Greenwich Mean Time by clicking the switch button as shown below.  

    Screenshot_2022-01-20_at_12.47.38_PM.pngScreenshot_2022-01-20_at_12.48.55_PM.png

     

      

  • Configuring SSO

    This assumes that you already have an SSO application that will be used to configure your SSO. If you do not have one yet, you might want to check these popular SSO services like OKTA and OneLogin

    Only users with “admin” access are allowed to configure SSO. If you do not have “admin” access, please contact your system administrator or any user from your account that has “admin” access to the customer portal (8x8 Connect).

    SSO is only available to enterprise customers. If you want to check your account, please contact our support team cpaas-support@8x8.com or get in touch with your account manager.

     

    Steps

    1. Login to the customer portal with an admin role
    2. Click the upper-right gear icon and select “User management”
      Screenshot_2022-01-03_at_3.22.52_PM.png
    3. Once you are inside the user management page, click the “Configure Single Sign-On” button. 

    Screenshot_2022-01-03_at_3.24.03_PM.png


       4. An overlay SSO configuration page will appear where you will need to fill different information needed.

    Screenshot_2022-01-03_at_3.40.04_PM.png

    5. Login to your SSO application that you are using and go to your identity provider SAML settings. Copy the url we’ve generated for you and paste it into the Single Sign-On URL 


    As an example, here I pasted the value under OKTA SAML settings

    Screenshot_2022-01-03_at_3.45.12_PM.png

     

    6. Next copy the identity provider url which is basically your SAML endpoint from your SSO application. Paste it on the “Identity Provider URL”  input field.

    Screenshot_2022-01-03_at_3.51.43_PM.png

    7. Next copy the provider issuer id or “entity id” from your SSO application and paste it on the “Identity Provider Issuer” input field. 

    Screenshot_2022-01-03_at_3.52.30_PM.png

    Most SSO applications generate and provide these information. On OKTA they are provided by clicking  Identity provider metadata

    Screenshot_2022-01-03_at_3.53.33_PM.png

    Result after clicking Identity provider metadata 
    Screenshot_2022-01-03_at_3.54.27_PM.png

    The url itself is your Identity provider URL while an XML key called entityID is your Identity Provider issuer

     

    8. Most SSO apps provide x509 certificates, just copy the contents of this certificate  which looks something like this image below and paste it on the “Key x509 certificate” text area field.
    Screenshot_2022-01-03_at_3.55.24_PM.png


    9. Once everything has been filled up, click “Save” 

    Screenshot_2022-01-03_at_3.57.21_PM.png

    10. Log out of the customer portal and now try to log in using SSO.

    Screenshot_2022-01-03_at_3.59.00_PM.png

    Notes when logging in using SSO:

    By default, all users without “admin”(administrator) access will be forced to login via SSO once it is configured. Forl users with “admin” access, they can choose to use the normal login using a username/password combination or via SSO.

  • How do I send an SMS on the customer portal ?

    You can send a text message to one or multiple mobile numbers via the MultiChannel Sender. Follow these steps to send a text message.

     

       1. Log into the Customer Portal and click on "Sender" on the left navigation menu.

    SMS_sender_1.png

       2. Select "SMS" as your channel and select your subaccount. After you sign up, a sub-account is created and pre-selected for you. You may change this if you have different sub-accounts, which can be created by submitting a request to us here.

    SMS_Sender_2.png

        3. There are 2 ways to enter a destination number:

          a. "Add a contact or choose existing" - to search for saved contacts, groups or to add new contact -            Select any groups by typing the name of the group in the field provided.

    SMS_Sender_4.png 
     b.
    Upload a file or "Drag & drop to upload - Use a .csv, .txt or .xlsx file to upload your contacts in our default format (you may refer to the sample file provided). *Recommended to use .csv format*

    SMS_Sender_3.png

    Uploaded Contacts

    After you have uploaded your contacts, you may manually amend the column labels. The default fields you can select from are the following: Mobile, FirstName, LastName and ClientmessageId . Alternatively, you may also add custom fields by typing it in, pressing enter, then selecting the respective field. You can also allow duplicate contacts - by toggling "Allow duplicates".

    SMS_sender_5.png

    To note: If uploaded contacts are in the local format then the system will prompt users to select a country code
    SMS_Sender_7.png

     

       4. Review Contacts and you can choose to amend or edit your uploaded file. You can also view your label selection, destinations, valid number or duplicates (if any). You can also choose to "include duplicates" if you wish for selected contacts to receive the same message more than once. 

     

    SMS_Sender_8.png

     

       5. Key in the Sender ID that you wish to use for this message. We always save your Sender ID automatically - the next time you want to use the same Sender ID, all you have to do is to search and select from the dropdown list.



    Note: Some countries do not support alphanumeric Sender IDs. Should they are supported, pre-registration is sometimes also required. Additionally, we discourage the use of single spacing as this might affect the successful delivery of your messages. Single spacing may vary for different operators in different countries. Please contact our support team, for assistance with regards to your Sender IDs.

    SMS_Sender_9.png 

       5. Enter your message content in the message field. *Do take note that it is possible to amend your custom fields by clicking on "Modify"*.

    screenshot-connect.8x8.com-2021.03.10-01_17_10.png

    Usage of Dynamic Fields in Message

    By clicking on the options below "Insert Custom Field", you can input the custom fields that would appear with placeholders {{FirstName}} in your message box and preview box on the right.

    SMS_Sender_10.png

     

       6. You will need to name your campaign that is being sent. Do take note that we treat single and multiple messages as "campaign". The campaign name is a mandatory field.

    screenshot-connect.8x8.com-2021.03.10-01_27_12.png

     

    You may choose to enter a clientmessageid on the field provided. A clientmessageid is basically a way for you to label or tag your messages. These tags could be use for data analysis or reporting (identify certain group of messages to which client it belongs to). You are allowed to use a maximum of 50 alphanumeric characters including spaces.

    SMS_Sender_11.png

    As an alternative and highly recommended way to use clientmessageid, when sending to a bunch  of numbers is to provide this column on your .csv or .xlxs file. By default we provided this field which you can select as a column.

    SMS_Sender_12.png

       7. Once you are done with your message input, select when you wish to send your message, either immediately or to schedule them at a later timing. By default “Send message now” is pre-selected to send your message immediately.

    SMS_13.png 

       8. To schedule your message, just click “Schedule this message”. Select the date and time you wish to send your message and the correct timezone. Your timezone is by default set to where your current location is. You can schedule your message up to 30 Days in advance.

    sms_sender_14.png

     *Take note that messages can only be cancelled only up to 3 minutes before the scheduled time. Scheduled messages will not be cancelled if the threshold is not adhered to*

       9. Click “Submit” to process your message. Alternatively, you can choose to re-submit all the fields by clicking “Cancel”

    screenshot-connect.8x8.com-2021.03.10-01_42_23.png

       11. A final confirmation of your message would be shown as "created successfully!" once you click submit. Typically your message or messages are treated as campaigns. You can choose to create a new campaign by selecting "Create another campaign" or "Go to campaigns" to view the analytics.

    screenshot-connect.8x8.com-2021.03.10-01_48_37__1_.png

       12. After clicking "Go to campaigns" to view the analytics, the application will redirect you to the campaigns page. You can view the list of your campaigns anytime, by selecting "Campaigns" on the left menu.

    screenshot-connect.8x8.com-2021.03.10-01_48_37.png

     

  • Using Two-factor Authentication(2FA) on the customer portal

    What is Two-factor authentication(2FA)?

    • Basically, this is the most popular and secure way for protecting your online account from would be fraudsters. There are three popular methods namely, email, SMS and authenticator apps.

    Methods used for 8x8’s customer portal

    • Authentication apps:  You can use any popular authentication apps such as Google Authenticator, Microsoft Authenticator, LastPAss Authenticator, FreeOTP & andOTP(Android only).
    • SMS:  This is powered by our very own Mobile Verification APIs, it basically just send authentication code via SMS. Please note, this method might not be available to all countries. (List of countries with SMS based 2FA)

    Activating 2FA using authenticator apps

    1. Assuming you’re already logged-in inside the customer portal, just click the avatar on the top right corner and select “Profile Settings”.
      profile_settings_tab.png
    2. Inside “Profile settings”, select “Security” tab.
      2FA_picture.png

    3. Select Authenticator App by clicking “Enable” button to setup 2FA.

    4. Once inside, just scan the QR code with any of the recommended apps (Google, MS or LastPass authenticator).

      2FA_QR.png

    5. Now enter the code generated from your authenticator app(We recommend Google Authenticator, Microsoft Authenticator or LastPass Authenticator)  on the input field provided and click “Verify”.
    6. Authenticator apps are time-based, simply wait for another generated code and repeat step 5, until it verifies your code.
      IMG_9778__2_.png
    7. Once verified, logout and try logging-in again. It should prompt you to enter the code from your authenticator app.Autheticator_App_8x8_Connect.png

     

    Activating 2FA using SMS (OTP)

    1. Assuming you’re already logged-in inside the customer portal, just click the avatar on the top right corner and select “Settings” and select "Profile settings".profile_settings_tab.png
    2. Inside “Profile settings”, select “Security” tabSMS_2FA.png
    3. Select SMS Verification by clicking “Enable” button to setup your SMS based authentication.
    4. Once inside, just enter your mobile number in international format (a dropdown country selector is provided for your convenience) and click “Send code”Connect_8x8_-_sms_verification.png
    5. You’ll get redirected to the next page to enter the code that was sent via SMS.SMS_code_-_8x8_Connect.png
    6. You have an option to change your mobile number by clicking “Change number” or resend the code again by clicking “Resend code”.
    7. Once you enter the verification code on the field provided, click “Verify”connect_8x8_sms.png
    8. Once verified, you can choose to set either "SMS Verification" or "Authenticator App" as the Default 2FA.
      SMS_2FA_option.png
    9. Upon selecting "SMS Verification" as default 2FA verification, log out and try logging-in again. It should prompt you to enter a code which you will receive via SMS on the mobile number you registered. 8x8_SMS_Verification.png
    10. You’ll only be able to request another code after 120 seconds (2 minutes), if the current code did not work.8x8_Resend_coe.png

    You can set up either either "Authentication App" or "SMS Verification". You have an option to select which method you want to use whenever you login.

    8x8_verify_using_authenticator.png

     

    You can also bypass the authentication by enabling “Remember me for the next 7 days”

    Note: For some cases where you lost your phone, please contact support@wavecell.com.

    List of Countries available with SMS based 2FA

    Algeria
    Australia
    Austria
    Bangladesh
    Belgium
    Brazil
    Brunei Darussalam
    Cambodia
    Canada
    China
    Cote d'Ivoire
    France
    Germany
    Guam
    Hong Kong
    India
    Indonesia
    Italy
    Japan
    Kenya
    Laos
    Macau
    Malaysia
    Myanmar
    Nepal
    Netherlands
    New Zealand
    Pakistan
    Philippines
    Russia
    Saudi Arabia
    Singapore
    South Africa
    South Korea
    Spain
    Sri Lanka
    Taiwan
    Thailand
    Timor-Leste
    Ukraine
    United Kingdom
    United States
    Vietnam

  • How can I add custom fields on my messages?

     

    1. Login to the new customer portal and go to Campaign Manager -> SMS Sender.
    2. Under destination, choose upload and select the file you want to upload. Click here for a sample file
    3. Once the file is uploaded you should see columns like Mobile, First name, Last name, order number and date. If you got a smaller screen try scrolling on the right, so you can see order number and date column.
    4. Tag Mobile number first by click the arrow down button. Mobile, First name and Last name are the default fields, where Mobile is mandatory.
    5. Let's say you want order number as a new field, all you have to do is click the arrow down button on the order number column.
    6. On the field provided type the name of the new field, for this example just type "order" and press enter and then select "order".
    7. To include this on your message click "Add fields" under Message and you should see a dropdown value called “order”.

     

    If you want to add custom fields on your messages, remember to include it on your .csv, .txt or .xls file, before uploading.

     

    Here is a quick screencast: https://www.loom.com/share/dd800d63c53240a98ab4e2c70caa341d

     

  • How do I create and edit API Keys ?

    Assuming you are already logged into connect.8x8.com

    Creating API keys 

     

       1. Go to API Keys menu on the left navigation pane.

       2. Click on “Create API Key” to create the new API Key that you will be using.

     

       3. Type the name of your new API key and click “Save”


      4. By default, your new API key will be activated (green check) after creating it.

     

      5. Your API keys are auto-generated, therefore, you will not be able to edit them. A document icon is provided for you to copy the key onto your clipboard.

     

       6. Click here for more information on how to use your API.

     

    Editing your API keys

     

       1. Go to API Keys menu on the left navigation pane.

       2. To edit an API key, click on the edit icon.  

       3. To change the name of your API key, enter a new name on the input field. To disable the API key, simply click on the switch button (Enable).

     

       4. After you have renamed or disabled/enabled your API key, click “Save” to update your changes.

  • CleverTap and 8x8 Batch API Integration

    In this article, we'll show you on how to connect your CleverTap account to use 8x8 Batch API in order to send your marketing campaign seamlessly.

     

    Requirements:

    1. 8x8 Connect account
    2. CleverTap account

     

    Setting up SMS channel:

    1. Login to your CleverTap account with admin access then proceed to Settings > Channels > SMS.
    2. Click +Add Provider button.
    3. Under Provider selection box, select Other (Generic).
    4. Set Preferred nickname.
    5. At Request Type, select POST
    6. At HTTP Endpoint, paste the 8x8 API endpoint
      https://sms.8x8.com/api/v1/subaccounts/{subAccountId}/partners/clevertap/batch
      NOTE: Please replace the parameter subAccountId with your 8x8 subAccountId for marketing campaign.
    7. Under Authentication, select No Authentication.
    8. Under Headers, you need to add below
      clevertap.png
      NOTE: Paste the API key value from your 8x8 Connect account.

    9. Under Parameters, choose JSON and add below
      {
      "uid": "$$uid",
      "msgs": [
      {
      "destination": "$$To",
      "text": "$$Body",
      "mid": "$$MessageID",
      "encoding": "auto",
      "partnerCallbackUrl": "<CleverTap-Callback-URL>"
      }
      ]
      }

      NOTE: From your CleverTap settings, copy the Callback URL and paste it into partnerCallbackUrl parameter.

    10. Check the Batch checkbox, input msgs in parameter and 1000 in times in a single payload.clevertap2.png
    11. Click Save.
    12. Open your newly configured SMS channel and copy the CleverTap Callback URL.
    13. Go to 8x8 Connect 8x8 Connect .
    14. Proceed to Webhook and add the CleverTap callback URL as your webhook of choosen subAccountId.

     

    Setting up SMS throttle limit in CleverTap:

    1. Go to Settings > Setup > Campaign Limits.
    2. Click + Add channel and choose SMS.
    3. Under Throttle textbox, you can input preferred value from 100,000 to 600,000 max then Save.

     

     

    Additional information when creating CleverTap campaign:

    1. Under SMS Editor section, you may need to input Global key-value pairs. You can input any preferred values.
    2. Under Delivery preferences, please ensure you select the desired throttle limit.

  • Setting up your SSO on Connect using Google Workspace as IdP

    For the purpose of this guide, we will utilize Google Workspace as the Identity Provider (IdP) for facilitating Single Sign-On (SSO) with 8x8 Connect, the service provider. Prior to commencing the setup process, it is imperative to ensure that you possess "administrator" level access or have been granted authorization by your administrator to configure this functionality both in Google Workspace and 8x8 Connect.

     

    1. Open the 8x8 Connect Portal using your admin account.
    2. Go to Settings icon > User Management > Configure Single Sign-on to open the SSO configuration dialogue box.The following steps must be executed from your Google Workspace administrator account in order to complete the setup process.

    3. Go to https://admin.google.com/ > Web and mobile apps

    4. Add app > Add custom SAML app


    5. Give your SAML app a name. We suggest to name it to 8x8 Connect and click Continue.

    6. Under Step 2, titled "Google Identity Provider Details," copy and paste the provided information into the corresponding fields within 8x8 Connect. Upon completion of this step, proceed by clicking the "Continue" button.

      6.1 Google SSO URL -> 8x8 Connect Identity Provider URL
      6.2 Google Entity ID -> 8x8 Connect Identity Provider Issuer
      6.3 Google Certificate -> 8x8 Connect Key x509 Certificate




    7. Under Google Service provider details.
        7.1  Go to 8x8 Connect SSO dialogue box and copy the below URL


         7.2  Paste above information into Google ACS URL textbox.
         7.3 Input https://connect.8x8.com into Google Entity ID textbox.
         7.4 Under Name ID, ensure you select EMAIL as Name ID format and Basic Information > Primary Email as Name ID.


    8. Click Finish as you don't need to add mapping.
    9. Configuration for Google Workspace as Identity Provider and 8x8 Connect as Service Provider should be done after completing the steps.

      It is necessary to add users to both your Custom SAML app within Google Workspace and to 8x8 Connect.

    10. For Google Workspace, you may follow this google guide in order to turn on the SSO for desired users or all users.
    11. For 8x8 Connect, you can go to User Management > Invite User.



    12. Your 8x8 Connect users should receive an email and accept the invite.


    13. Your users can now login using SSO through created custom SAML app.
    14. You may access your SAML app in Google Workspace dashboard or Google quick dropdown



    NOTE: Login via https://connect.8x8.com/login/sso link using Google Workspace as IdP is not supported.

     

  • Setting up your SSO on Connect

    For this guide we will use Microsoft Azure Active Directory as Identity Provider (IdP) for 8x8 Connect (service provider) SSO. Before you begin make sure you have an "administrator" level access or your administrator has given you access to setup this up.

     

    1. Follow this guide to add an enterprise application.

    2. Open 8x8 Connect user management and click "Enable" button to enable SSO configuration.
      Screenshot_2023-03-27_at_9.37.16_PM.png

    3. Take note of the following values, you only need these two values to configure SSO in MS Azure AD.
      Screenshot_2023-03-27_at_9.56.59_PM.png
    4. Enable application SSO and use the values in step 3 to configure the basic SAML configuration on your AZURE AD.
      Screenshot_2023-03-27_at_10.04.29_PM.png

    5. Once SSO is enabled, you need to copy the Login URL and download Certificate (Base64).
      Screenshot_2023-03-27_at_10.10.46_PM.png

    6. Update 8x8 Connect SSO configuration using the Login URL and content of the downloaded certificate and click save.
      Screenshot_2023-03-27_at_10.16.12_PM.png


      Testing your SSO
       
      1. On your SSO application, add a user (in this example your will add the user on MS Azure AD).
      2. Now go to Connect -> User Management and click "Invite user" and write the email address of the user you are inviting under your account and click "Set permission".
      Screenshot_2023-03-27_at_10.29.47_PM.png
      3. Set the menus that your user will access.  
      Screenshot_2023-03-27_at_10.30.07_PM.png
      4. Once you set the menus click "Apply" changes and then click "Send invites"
      Screenshot_2023-03-27_at_10.30.22_PM.png
       
      5. Your user will get the invite from his email with a link to the SSO login from Connect (https://connect.8x8.com/login/sso). 
      6. Your user will just have to type in their email address and should be able to login to Connect.
       
      (NOTE: Only users with "administrator" level access will need to setup their password) 
  • Support portal on 8x8 Connect

    There is a fully-integrated support portal on 8x8 Connect where users can access support articles and FAQs, raise support tickets, and speak to a live agent.

    You can find the support portal under "Support" on the left navigation menu. 

    Support_Landing_Page__1_.png

    On the Support Overview page, you can choose to access support articles, raise a support request, view your current or previous ticket submissions, or start a chat with an answer bot or a live agent. 

    Screenshot_2022-05-09_at_6.26.25_PM.png

     

    1. Support Articles

    On the Support Articles page, you can search our extensive knowledge base and view detailed help articles, FAQs, and step-by-step guides with zero redirects.

    Screenshot_2022-05-09_at_6.28.50_PM.png

    Screenshot_2022-05-09_at_6.39.13_PM.png

     

    2. Raise A Ticket

    If you click on "Raise a ticket", you may raise a support ticket directly from 8x8 Connect, and our support agents will get in touch with you. 

    Screenshot_2022-05-09_at_6.34.23_PM.png

    Rate your ticket to indicate your satisfaction with our support. Users can rate a ticket even after the ticket has been Solved or Closed.

    Screenshot_2022-04-11_at_8.32.10_PM__1_.png

     

    3. Ticket History

    You may view your previously submitted support requests when you click on "Ticket History". Track the statuses of your support ticket under the "Status" column. Admin users can get an overview of all the tickets submitted. 

    Screenshot_2022-04-11_at_9.20.40_PM__1_.png

    There are four statuses that can be applied to a ticket:

    • Open: The ticket has been assigned to an agent and is in progress. 
    • Awaiting your reply: The agent is waiting for more information from the requester in order to proceed with the ticket. When the requester has responded, the ticket status will be automatically changed to Open.
    • Solved: The agent has submitted a solution. 
    • Closed: The requester has agreed to the solution and closed the ticket. By default, Solved tickets will be automatically Closed after 4 days. 

    You may also access and track your support ticket conversations seamlessly. View your conversation history and reply with attachments.

    Ticket_Conversation__2_.png

    You may also wish to export your support ticket logs. You may do so by clicking on "Export." 

    Screenshot_2022-05-18_at_6.03.39_PM.png

     

    4. Chat

    Click on "Chat" to speak to our answer bot that trawls the knowledge base and displays relevant support articles. 

    Screenshot_2022-04-11_at_6.18.48_PM__1_.png

    You may also choose to start a live chat with one of our agents.

    Screenshot_2022-04-07_at_5.36.25_PM__1_.png

  • How to blacklist a number

     

    In some cases, you may want to blacklist numbers (for example when users requested to never receive SMS or in the case you identify spam toward specific numbers). Luckily, this can be done directly in our customer portal with only a few clicks.

     

    Please, be aware that it will take up to 24h for blacklisted numbers to take effect on our platform. We advise our customers to set blacklist numbers at least 24h before starting a Campaign. 

     

    First, connect to your customer portal at https://connect.8x8.com/

    Once you are login to the portal, on the left menu, click on "contact" and then click on "Contact Groups". 

     

    Step_1.png

     

    Then, click on "Create Group". 

    Step_2.png

     

    You can set two types of blacklist groups. 

    1) Group: "Blacklist" - This group will block outbound messages to blacklisted phones across ALL subaccounts of the account.
    Group: "Blacklist:{SubAccountId}" - This group will block outbound messages to blacklisted phones in ONE subaccount only

     

    Step_3.png

    Step_4.png

     

    Once your desired blacklist groups have been created, you will need to add the phone numbers that need to be blacklisted. 

    Click on "Contact List" and then "Create Contact"

    Step_5.png

     

    Enter the Mobile Phone Number to be blacklisted into the Mobile field and select the associated Groups (Either the Blacklist group so all SMS from any sub-account ID will be blacklisted or a Blacklist:{SubAccountId} to blacklist the number in a single Sub-Account ID). 

    Step_6.png

     

    Then click on the "Create Contact" Button. 

    Step_7.png

     

    You should see the added number and the associated group in the Contact List main screen as shown below. 

    Step_8.png

     

    That's it, your number is now blacklisted. 

  • How to view and export SMS logs?

    Logs provides you with a more detailed view on the messages you’ve sent. Logs can be accessed via the left navigation menu under SMS tab.

    You should have successfully completed at least one SMS campaign before you can view any data on your Logs. Assuming you already have data, follow these steps to view and filter your logs;

     

       1. Log into the Customer Portal and click SMS on left navigation pane.

       2. From the left navigation menu, click on Logs.

       3. By default, the logs are set based on a one-week range from the current date. 

       4. Click on the date range field on the upper right, where you can select different date presets or customize your date range.

       5. You can filter the logs based from list of Filters under the calendar box.

       6. You can view all your SMS logs up to 100 records per page.

     

    how-to-use-logs-4.png

     

     7. You can download all your logs by clicking the "Full Download" button and a screen will prompt you to enter the date and the sub-account of the logs you want to download. 

     

    NOTE: 8x8 system default timezone is UTC. If you want to use the exported logs to audit your usage compared to the 8x8 SMS invoice. Please ensure to toggle the "Use UTC Timezone" button





     

  • How do I use the reports functions on the customer portal ?

     

    Our reports will provide you with insights on the total messages you have sent to date such as how many were delivered, rejected or even undelivered. Reports will also help you decide when or how to send your next SMS campaign.

    On our new customer portal, the data on your reports will be collated from 1 August 2017 onwards. Any data between 1 April to 1 August 2017, can be obtained by sending an email request to our support team.  

    Before you can start viewing your reporting results, you will need to have sent or successfully completed at least one SMS campaign. Otherwise, there will be no data available to display in the report section.

     

       1. Log into the Customer Portal. From the left navigation menu, click "SMS" and then "Reports". 

    Screenshot_2022-05-04_at_2.42.51_PM.png

       2. By default, the report will display data in the past one week based on the current date.

       3. Click on the date range field on the upper right to select different date presets or customise your preferred date range.

    Screenshot_2022-05-04_at_2.46.01_PM.png

       4. You can further filter your reports by sub-account, country or operator.

    Screenshot_2022-05-04_at_2.47.09_PM.png

        5. Both the graph and the data grid shows the total messages that were sent, delivered, undelivered and rejected in a given day based on the date range that you have selected.

       6. To download your reports, click ‘Export’ on the upper right of the "Daily Report" data grid. The name of the file starts with suffix ‘Trafficrecords’ followed by the date range that you have selected. Do note that reports are always in .csv format.

       7. You can also view the delivery rate and cost on the graph in a given day based on the date range that you select. To do that, select the small graphs below the main graph. 

       8. The data grid columns includes:

    • Date - the date the messages were processed and sent
    • Total - the sum of messages that were delivered, undelivered and rejected 
    • Sent - the volume of messages that were submitted for delivery 
    • Total chargeable - computed as the sum of delivered and undelivered messages
    • Delivered - the volume of delivered messages to the device
    • Undelivered - the volume of undelivered messages
    • Rejected - the total volume of rejected messages
    • Delivery rate - the delivery rate of the messages sent
    • Cost - the total cost based on the total chargeable volume

    Screenshot_2022-05-04_at_2.58.30_PM.png
    9. If you click on each individual record on the data grid, you will be redirected to a more detailed view of the reports called “Logs”.  

  • How do I manage users under my account ?

    Once you have created your account, you will have an administrator access by default.  You can manage your users such as

    • Adding new users,
    • Deactivating or removing users from your account,
    • Giving them permissions on certain modules or sub-accounts

    Adding new users

       1. Log into the Customer Portal.

       2. Click the gear icon and select User management

      Screenshot_2022-01-27_at_10.43.08_AM.png

       3. Click “Invite user” button at the left.

    Screenshot_2022-01-27_at_11.16.18_AM.png 

       4. Enter the email address of the user you want to invite to your account. You can invite as many users as you want by typing their email address and pressing enter.
    Screenshot_2022-01-27_at_11.17.55_AM.png

       

       5. After entering the email addresses of the users you invited, click "Set Permission" to set the modules and sub-account permissions.
    Screenshot_2022-01-27_at_11.20.48_AM.png

    User type permissions don't have access to Pricing, Payment and User Management modules. Only admin type of permissions have access to these modules.

     

       6. After you entered the number of users you wish to invite and have set their permission levels, click “Send Invites”.

    Screenshot_2022-01-27_at_11.24.31_AM.png 

       7. Invited users will be shown as “Invited”. 

    Screenshot_2022-01-27_at_11.27.36_AM.png

       9. To remove a user or to resend your invite, click on the particular user and you will see a.

    Screenshot_2022-01-27_at_11.28.55_AM.png 

       10. Once a user receives the email invite link, which is valid for seven days, the user will be asked to enter his password.

     6_managing-your-users-6.png

       11. After the user enters his password, he will be able to login to the new customer portal.

       12. The user will now be registered under “Active Users”.

    7_managing-your-users-7.png 

    Deactivating and removing users

     

       1. Assuming you have administrator access, login the Customer Portal.

       2. From the left navigation menu, go to Configuration -> User Management.

       3. Click on one of the users under “Active users”.

     Screen_Shot_2018-07-30_at_11.12.47_PM.png

       4. To remove a user, simply click “Remove user”, or if you want to deactivate a user, click on “Deactivate”.

       5. Deactivated users will be listed under “Deactivated users”, while users that have been removed will be completely removed from the account. You can however still invite the users that have been previously removed.

     Screen_Shot_2018-07-30_at_11.14.02_PM.png

  • How can I send bulk SMS (Groups) on the new customer portal ?

    Sending bulk messages is easy. You can upload a file or use our Group feature. Follow these steps to send bulk messages.

        1. Log in to the Customer Portal.

        2. From the left navigation menu, go to  Sender.

    navigation_menu.png

        3. Select SMS and Subaccount

    SMS_-_Subaacount_and_Send_msgs.png

        4. Select "Add a Contact or choose existing" then start typing the name of the group to search or click on the dropdown arrow to select the group you wish to send to.

    group-_contact_selection.png

    You can add multiple groups or add in a contact that you may have missed out on.

    contacts.png

     

        4. Select "compose message". Key in the Sender ID that you wish to use for this message. We always save your Sender ID automatically, so the next time you wish to use the same Sender ID, all you have to do is search and select from the dropdown list. Sender ID will also appear in your message preview.

    Note: Some countries do not support alphanumeric Sender IDs. Should they are supported, pre-registration is sometimes also required. Additionally, we discourage the use of single spacing as this might affect the successful delivery of your messages. Single spacing may vary for different operators in different countries. Please contact our support team, for assistance with regards to your Sender IDs.

    Sender_ID.png 

       5. Once you have selected or keyed in the Sender ID of your choosing, you can start typing your message on the text area provided. Each SMS has a maximum length of 160 characters for standard characters (ASCII); if you use Unicode characters, the maximum length will be 70 characters.

    MSG_character.png 

        8. You are almost done! Now you can name your campaign and also decide on a client message ID (maximum of 50 characters). Typically, your messages are considered as campaigns. A campaign name is pre-generated for you, which you can override by typing on the field provided.

     

    Customer_Campaign_and_message_ID.png

     

     

        8. You are almost done! Now select when you wish to send your message. To schedule, your message, select “Schedule for later”. Thereafter, click on the date and time box on the left to select a date and time you wish to send your message. You can schedule your message for up to 30 days ahead or schedule your message to a different timezone. This can be done by clicking on the timezone box on the right. Your default timezone is set to where you are currently located.

    MCS_schedule.png

        10. Click “Submit” to process your message, you can choose to start all over by clicking on “Cancel”.

    submit_SMS.png

        11. A confirmation that your message has been created successfully. It will show key details like message preview, subaccount, cost, recipient, and when the message will be sent.

    sent_message.png  

        12. Click on “Go to campaigns”, the application will redirect you to the campaigns page. You can view the list of your campaigns anytime, clicking on the "Campaigns" tab.

    campaigns_-_final.png

     

  • How can I send bulk SMS (uploads) on the customer portal ?

    Sending bulk messages will be easier if you upload a file or use our groups feature. Follow these steps to send bulk messages.

     

       1. Log into the Customer Portal.

       2. From the left navigation menu go to SMS Sender.

       3. Select Upload, drag the file into the dotted box, or click “click to upload” to upload the file. Your file should be less than 30MB and only .csv, .txt and .xlsx files are supported.

    1_send-bulk-sms-upload-1__1_.png

       4. Once the file is uploaded, define the column headers by clicking on the dropdown button on top of each column.This will allow you to define your headers such as Mobile (required), First name and Last name.

    2_send-bulk-sms-upload-2.png

       5. You can tag other columns and create a new field name. Enter the name on the field provided, press enter and select that field.

    3_send-bulk-sms-upload-3__1_.png

       6. Once you have mapped all the columns on your file, click “Process contacts” to populate your contact list. Duplicated and invalid mobile numbers in your file will be highlighted. You can download these files and try to re-upload them again.

    send-bulk-sms-upload-4.png

       7. To remove the file you have just populated, hover your mouse on the top right corner of the upload box, and click the close button that will appear.

    5_send-bulk-sms-upload-5.png

       8. Type the Sender ID that you want to use for this message. We always save your Sender ID automatically, so the next time you want to use the same Sender ID, all you have to do is search and select from the dropdown list. 

    Note: Some countries do not support alphanumeric Sender IDs. Should they are supported, pre-registration is sometimes also required. Additionally, we discourage the use of single spacing as this might affect the successful delivery of your messages. Single spacing may vary for different operators in different countries. Please contact our support team, for assistance with regards to your Sender IDs.

    6_send-bulk-sms-upload-6.png


       9. Once you have selected or typed the Sender ID you want, you can start typing your message on the text area provided. Each SMS has a maximum length of 160 characters for standard characters (ASCII); if you use Unicode characters, the maximum length will be 70 characters.

    7_send-bulk-sms-upload-7.png

       10. Remember the fields you have previously defined and tagged on the uploaded file? You can now use them by clicking “Add fields”.

    8_send-bulk-sms-upload-8.png

       11. Simply select any of the fields you would like add to your message, making it more personalised for your recipients.

    9_send-bulk-sms-upload-9.png

       12. Once you are done writing your message, you can save your message as a template by clicking the “Save as a template” box. To use the template, just click “Select a template” and select the template you wish to use. This will save you time without having to retype the same content over again.

    10_send-bulk-sms-upload-10.png

       13. You’re almost done! Now, select when you want to send your message. To schedule your message, select “Schedule this message”, click the date and time field on the left, to select the desired date and time. You may schedule the message on a different timezone, by clicking the timezone box on the right. Your timezone is set to where you are located by default.

    11_send-bulk-sms-upload-11.png

       14. After your sign up, a sub-account is created and pre-selected for you. You can change this if you have different sub-accounts, which can be created through a request to us  here.

    12_send-bulk-sms-upload-12.png

       15. Click “Process Now” to process your message, you can choose to overwrite all existing fields by clicking “Start Again”.

       16. A final confirmation will prompt you to review your message. Typically, your messages are considered as campaigns. A campaign name is pre-generated for you, which you can override by typing on the field provided.

    13send-bulk-sms-upload-13.png

       17. After clicking on “Send”, the application will redirect you to the campaigns page. You can view the list of your campaigns anytime, under Analytics -> Campaigns.

    14send-bulk-sms-upload-14.png

     

  • How can I view my transactions ?

    After making any payment, you can easily check the status of your transactions by viewing the transactions page.

    Note: For postpaid accounts, you need to email finance to request for your invoices. Viewing transactions will only work for non-postpaid accounts.

     

       1. Log into the Customer Portal.

       2. From the left navigation menu, go to Payment and click Transactions tab to start viewing your transactions.

    Screenshot_2021-05-31_at_3.41.50_PM.png

       3. Your transaction status can be marked as:

    • Under Review - If you just top-up new credits, updates typically takes only a few minutes.
    • Success - Payments have been approved, and credits will be added immediately.
    • Failed - If the transaction appears to be suspicious.

     

       4. If your transaction is approved (marked as ‘success’), you should see a printer icon on the right, where you can print, view or save your transaction.

    Screenshot_2021-05-31_at_3.45.04_PM.png

     

     

  • How do I Sign-Up ?

    1. Go to wavecell.com and click on the “Sign-Up” button located on the upper right of the page.

    Screenshot_2019-08-05_at_19.05.35.png

     

    2. Enter your email address in the sign-up field  and click on the button “Sign-up”.

     

    signup-2.png

     

    3. Go to your registered email, you should receive an email with the subject “Wavecell Account Activation”, click on the blue “Activate” button.

    4. Go to wavecell.com and login. Then, you are in!

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