Customer 360

Overview

The Customer 360 API provides unified access to a customer's interaction history and insights across all 8x8 contact center channels.

Given a customer identity — email address, phone number, contact ID, or account ID — the API returns a list of interactions along with aggregated sentiment analysis and topic insights derived from those interactions.

Base URLs

The API is available in four regions. Use the base URL corresponding to the region where your tenant is provisioned:

• Phoenix (US): https://api.8x8.com/cidp-customer-360/us
• London (UK): https://api.8x8.com/cidp-customer-360/uk
• Toronto (Canada): https://api.8x8.com/cidp-customer-360/ca
• Sydney (Australia): https://api.8x8.com/cidp-customer-360/ap

The Customer 360 API supports the following endpoints:

• GET /v1/public/tenants/{tenantId}/interactions-insight — Retrieve interaction insights
• GET /v1/public/tenants/{tenantId}/transcript-summaries — Retrieve transcript summaries

1. Get Interaction Insights

This GET method retrieves interaction history and aggregated insights for a specific customer identity within an optional time range.

Headers

Name	Required	Description	Example
x-api-key	✓	API key from the 8x8 Admin Console	eght_Abcdhfakdlbdfsjkbskzkmxl

Path Parameters

Name	Required	Description	Example
tenantId	✓	The tenant identifier. Must belong to your customer account.	acvcc1652172111112801

Search Strategies

You must provide exactly one identity field per request. The supported search strategies are:

Strategy	Required Fields	Optional Fields	Forbidden Fields
Contact ID	contactId, crmId	—	—
Account ID	accountId	crmId	—
Email	email	—	crmId
Phone Number	phoneNumber	—	crmId

Only the native CRM is supported. Set crmId to native.

Query Parameters

Name	Required	Description	Example
email	☐	Customer email address. Cannot be used with crmId.	customer@example.com
phoneNumber	☐	Customer phone number in E.164 format. Cannot be used with crmId.	+12065551234
contactId	☐	Contact identifier. Must be provided together with crmId.	contact-123
accountId	☐	Account identifier. crmId is optional when using this field.	account-456
crmId	☐	CRM identifier. Required with contactId, optional with accountId, forbidden with email/phone. Only the native CRM is supported.	native
startTime	☐	Start of the time range in ISO-8601 format with timezone. Defaults to 1 year before endTime.	2025-01-01T00:00:00-05:00
endTime	☐	End of the time range in ISO-8601 format with timezone. Defaults to current time.	2025-08-01T00:00:00-05:00

Full Request Example

curl --location 'https://api.8x8.com/cidp-customer-360/us/v1/public/tenants/acvcc1652172111112801/interactions-insight?email=customer%40example.com' \
--header 'x-api-key: eght_Abcdhfakdlbdfsjkbskzkmxl'

Response

{
  "interactions": [
    {
      "interactionId": "int-abc123",
      "mediaIdentifier": "customer@example.com",
      "mediaType": "EMAIL",
      "direction": "INBOUND",
      "productType": "CC",
      "startedAt": 1724400000000,
      "endedAt": 1724403600000,
      "sentiment": "POSITIVE",
      "topics": [
        { "topic": "billing", "matches": 2 }
      ],
      "wrapUpCodes": ["resolved"],
      "queueName": "Support Queue",
      "outcomeLabel": "Resolved",
      "interactionLabels": ["vip"],
      "emailSubject": "Billing inquiry",
      "signals": []
    },
    {
      "interactionId": "int-def456",
      "mediaIdentifier": "customer@example.com",
      "mediaType": "CHAT",
      "chatType": "WebChat",
      "direction": "INBOUND",
      "productType": "CC",
      "startedAt": 1724500000000,
      "endedAt": 1724503600000,
      "sentiment": "NEUTRAL",
      "topics": [],
      "wrapUpCodes": ["happy"],
      "queueName": "inbound chat",
      "outcomeLabel": "Handled",
      "interactionLabels": ["Queued", "Handled"],
      "title": "Account upgrade request",
      "signals": []
    }
  ],
  "insights": {
    "aggregatedSentiments": {
      "totalInteractions": 2,
      "aggregatedSentiment": {
        "aggregatedCustomerSentiment": "POSITIVE",
        "aggregatedAgentSentiment": "NEUTRAL",
        "aggregatedOverallSentiment": "POSITIVE"
      }
    },
    "aggregatedTopics": {
      "totalInteractions": 1,
      "topicFrequency": [
        {
          "topicName": "billing",
          "categoryName": "Finance",
          "interactionsMatchedCount": 1,
          "percentageMatched": 50.0
        }
      ]
    }
  }
}

📘 Maximum interactions

The API returns a maximum of 50 interactions per request within the specified time range.

Response Body Fields

interactions

Field	Description
interactionId	Unique identifier for the interaction.
contactId	CRM contact identifier associated with the interaction.
mediaIdentifier	The customer email or phone number used in this interaction.
mediaType	Channel type: PHONE, EMAIL, CHAT, or VOICEMAIL.
chatType	Sub-type for chat interactions, e.g. WHATSAPP.
direction	Direction of the interaction: INBOUND or OUTBOUND.
productType	8x8 product that handled the interaction: CC (Contact Center), UC (Unified Communications), or ENGAGE.
startedAt	Interaction start time as Unix epoch milliseconds.
endedAt	Interaction end time as Unix epoch milliseconds.
sentiment	Overall sentiment for this interaction: POSITIVE, NEUTRAL, or NEGATIVE.
topics	Topics detected in the interaction. See topics table below.
wrapUpCodes	Agent wrap-up codes applied at the end of the interaction.
queueName	Name of the queue that handled the interaction.
outcomeLabel	Outcome label assigned to the interaction.
interactionLabels	Labels applied to the interaction.
title	AI-generated title summarizing the interaction (when available).
emailSubject	Subject line of the email (present for EMAIL interactions only).
departmentName	Name of the department that handled the interaction. Reserved for future use.
signals	Detected signals from the interaction. Reserved for future use; currently returns an empty list.

topics

Field	Description
topic	Name of the detected topic.
matches	Number of times this topic was detected in the interaction.

insights.aggregatedSentiments

Field	Description
totalInteractions	Number of interactions included in the sentiment aggregation.
aggregatedSentiment	Object containing the aggregated sentiment breakdown. See aggregatedSentiment table below.

insights.aggregatedSentiments.aggregatedSentiment

Field	Description
aggregatedCustomerSentiment	Overall customer sentiment: POSITIVE, NEUTRAL, or NEGATIVE.
aggregatedAgentSentiment	Overall agent sentiment: POSITIVE, NEUTRAL, or NEGATIVE.
aggregatedOverallSentiment	Combined overall sentiment: POSITIVE, NEUTRAL, or NEGATIVE.

insights.aggregatedTopics

Field	Description
totalInteractions	Number of interactions included in the topic aggregation.
topicFrequency	List of topics with frequency data. See topicFrequency table below.

insights.aggregatedTopics.topicFrequency

Field	Description
topicName	Name of the topic.
categoryName	Category the topic belongs to.
interactionsMatchedCount	Number of interactions where this topic was detected.
percentageMatched	Percentage of total interactions where this topic was detected.

📘 Speech Analytics data

sentiment, topics, and aggregated insights are only populated when the Speech Analytics license is enabled for the tenant.

---

2. Get Transcript Summaries

This GET method retrieves AI-generated transcript summaries for one or more interactions by their interaction IDs.

Headers

Name	Required	Description	Example
x-api-key	✓	API key from the 8x8 Admin Console	eght_Abcdhfakdlbdfsjkbskzkmxl

Path Parameters

Name	Required	Description	Example
tenantId	✓	The tenant identifier. Must belong to your customer account.	acvcc1652172111112801

Query Parameters

Name	Required	Description	Example
interactionId	✓	One or more interaction IDs. Repeat the parameter for batch retrieval.	int-abc123

Full Request Example

Single interaction:

curl --location 'https://api.8x8.com/cidp-customer-360/us/v1/public/tenants/acvcc1652172111112801/transcript-summaries?interactionId=int-abc123' \
--header 'x-api-key: eght_Abcdhfakdlbdfsjkbskzkmxl'

Batch retrieval (multiple interaction IDs):

curl --location 'https://api.8x8.com/cidp-customer-360/us/v1/public/tenants/acvcc1652172111112801/transcript-summaries?interactionId=int-abc123&interactionId=int-def456' \
--header 'x-api-key: eght_Abcdhfakdlbdfsjkbskzkmxl'

Response

{
  "summaries": [
    {
      "interactionId": "int-abc123",
      "summaryObjectId": "obj-xyz789",
      "content": {
        "id": "summary-001",
        "result": "Customer called about a billing discrepancy. Agent verified the charge and issued a credit. Customer confirmed satisfaction.",
        "status": "success",
        "type": "summary",
        "duration": 185.5
      },
      "metadata": {
        "createdAt": "2025-08-15T14:30:00",
        "sizeBytes": 512
      }
    }
  ],
  "partialFailures": [
    {
      "interactionId": "int-def456",
      "reason": "Summary not found"
    }
  ]
}

📘 Maximum interaction IDs

The API accepts a maximum of 50 interaction IDs per request.

📘 Partial failures

When some interaction IDs cannot be resolved, the API returns a 200 response with successfully retrieved summaries in summaries and unresolved IDs in partialFailures. Possible reasons: Summary not found (no summary exists for this interaction) or Summary not available (temporary retrieval failure).

Response Body Fields

summaries

Field	Description
interactionId	Interaction identifier.
summaryObjectId	Unique identifier of the summary object in storage.
content	The summary content. See content table below.
metadata	Metadata about the summary. See metadata table below.

content

Field	Description
id	Summary content identifier.
result	The AI-generated transcript summary text.
status	Processing status of the summary (e.g. success).
type	Content type (e.g. summary).
duration	Duration of the interaction in seconds.

metadata

Field	Description
createdAt	Timestamp when the summary was created.
sizeBytes	Size of the summary content in bytes.

partialFailures

Field	Description
interactionId	Interaction identifier for which the summary could not be retrieved.
reason	Reason the summary could not be retrieved: Summary not found or Summary not available.