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GuidesAPI Reference
Version: 1

Customer 360 API

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

Given a customer identity (email, phone number, contact ID, or account ID), the API returns a list of interactions along with aggregated sentiment and topic insights.

Authentication​

All endpoints require an 8x8 API key obtained from the 8x8 Admin Console. Pass the key in the x-api-key request header:

x-api-key: <your-api-key>

Refer to How to get API Keys for instructions on creating an API key.

Regions​

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

RegionBase URL
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

Search Strategies​

The API supports four mutually exclusive search strategies. You must provide exactly one identity field per request:

StrategyRequiredOptionalForbidden
Contact IDcontactId, crmId——
Account IDaccountIdcrmId—
Emailemail—crmId
Phone NumberphoneNumber—crmId

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

Time Range​

If startTime and endTime are omitted, a default window of 1 year ending at the current time is applied. Times must be in ISO-8601 format with timezone (e.g. 2025-08-15T10:30:00-05:00).

Response Fields​

interactions​

A list of individual interactions matching the search criteria. Each interaction includes:

  • interactionId — Unique identifier for the interaction
  • mediaType — Channel type: PHONE, EMAIL, CHAT, or VOICEMAIL
  • direction — INBOUND or OUTBOUND
  • productType — 8x8 product that handled the interaction: CC (Contact Center), UC (Unified Communications), or ENGAGE
  • startedAt / endedAt — Unix epoch milliseconds
  • sentiment — Overall sentiment: POSITIVE, NEUTRAL, or NEGATIVE
  • topics — List of topics detected in the interaction, each with a name and match count
  • 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

insights​

Aggregated analysis across all returned interactions:

  • aggregatedSentiments — Overall customer, agent, and combined sentiment across all interactions
  • aggregatedTopics — Topic frequency breakdown showing which topics appeared most often and in what percentage of interactions

Authentication​

8x8 API key obtained from the 8x8 Admin Console.

Security Scheme Type:

apiKey

Header parameter name:

x-api-key