Contacts

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Your contacts are the people who can receive incidents. You can manage them manually, import them from a CSV file, or keep them in sync automatically by connecting an HR system.

View your contacts

Navigate to Contacts from the left menu. The All Contacts tab opens by default and shows your full contact list; the Integrations tab is where you connect an HR system.

Column	Description
Name	The contact's full name.
Email	Their email address.
Mobile Phone	Their mobile number. Shows "–" if not set.
Source	Where the contact was imported from (e.g., 8x8 Work, Google Workspace).
Actions	Click the eye icon to view full contact details.

The total contact count is shown above the table and updates when you apply filters.

Search and filter

• Search — Enter a name or email address to filter the list as you type.
• Department — Filter by the contact's department.
• Role — Filter by the contact's role.
• Location — Filter by the contact's office or site.

Select your filter values and click Apply. Click Reset to clear all filters and show the full list again.

📘 Tip

You can combine the search field with filters. For example, search for "John" and filter by Department: "Engineering" to find a specific contact quickly.

Add a contact manually

1. Click Add Contact.
2. Fill in the required fields.
3. Click Save. The contact appears in the list immediately.

Upload contacts from a CSV

1. Click the dropdown arrow next to Add Contact.
2. Select Upload contacts.
3. Choose your CSV file and start the upload. A progress bar shows you how the import is going.

View contact details

Click the View (eye) icon on a row — or click anywhere on the contact's row — to open that contact's details page. From there you can review and edit the contact's properties (name, email, phone, department, location, and group).

Integrations

Connect your HR system to 8x8 Resolve from the Integrations tab and your contacts stay in sync automatically. When an employee's department, location, or phone number changes in your HR system, Resolve picks it up — so your incident targeting is always accurate.

Each sync maps the contact's Name, Email, Phone, Department, Location, and Group. Connections use secure API authentication (OAuth 2.0), data is isolated per tenant so it's never shared between 8x8 customers, and failed syncs are logged and retried automatically.

Supported sources:

• 8x8 Contacts App — contacts already held in your 8x8 account.
• Microsoft Entra ID (Azure Active Directory)
• Google Workspace
• Okta
• Workday

Connect an integration

1. Navigate to Contacts → Integrations tab.
2. Find the card for your HR system and click Connect.
3. Enter the required credentials for your system (see the sections below).
4. Click Test Connection to verify everything is working.
5. Click Connect to save. Your integration appears in the connected platforms list.

Once connected, click Manage on the integration card to view sync history or trigger a manual sync.

Target contact groups

Employee groups from your source system (for example, "Engineering Team" or "US-Based Employees") sync across automatically and appear as named groups in the Recipients selector when you create an incident or scenario. There's no manual setup — when someone changes department or location in the source system, the matching group updates automatically, so your targeting stays accurate.

Sync history

Every time Resolve syncs with your HR system, it logs the result here:

Column	Description
Job ID	Unique identifier for the sync run.
Status	Whether the job succeeded or failed.
Total Contacts	Number of contacts found in the source.
Synced	Contacts successfully imported or updated.
Started At	When the job began.
Finished	When the job completed.
Expand (∨ / ∧)	Click to see a per-job breakdown: Added, Updated, and Deleted counts. An Export .csv button downloads the full details of that sync job.

Click Sync now in the integration panel to trigger an immediate sync outside the daily schedule.

Remove an integration

In the Manage panel, click Remove integration. A confirmation dialog shows how many contacts will be deleted. Confirm to remove the integration and all contacts it imported.

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Google Workspace

You'll need:

Credential	Description
Credentials JSON	A JSON credentials file for a Google Service Account with delegated Domain Wide Authority.
Email Address	The email address of the workspace admin who created the service account.

How to set it up:

1. Follow Google's Domain Wide Delegation of Authority guide to create a service account. You'll need a Google Workspace administrator to do this.
2. Grant the service account the following OAuth scopes:
   • https://www.googleapis.com/auth/admin.directory.user.readonly
   • https://www.googleapis.com/auth/admin.directory.group.readonly
   • https://www.googleapis.com/auth/admin.directory.orgunit.readonly
3. Download the JSON credentials file.
4. Paste the JSON and your admin email address into the Resolve integration form.

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Microsoft Entra ID

You'll need:

Credential	Description
Tenant ID	The tenant ID of the account that will read your user directory.
Client ID	The client ID of your registered application.
Client Secret	The client secret of your registered application.

How to set it up:

1. Register an application in Microsoft Entra ID.

2. Create a client secret under Certificates and Secrets.

3. Grant the following API permissions under your registered app (all Application type):

   Permission	Type	Requirement
   User.Read.All	Application	Admin approval required
   Group.Read.All	Application	Admin approval required
   Directory.Read.All	Application	Admin approval required

4. Copy the Tenant ID, Client ID, and Client Secret into the Resolve integration form.

🚧 Client secret expiry

Client secrets expire based on the duration you set when creating them. Update the secret in Resolve before it expires — expired credentials will cause sync jobs to fail.

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Okta

You'll need:

Credential	Description
Domain	Your Okta organisation domain — the MY_DOMAIN part of https://MY_DOMAIN.okta.com/.
API Token	A personal API token with at least the Read-Only Administrator role.

How to set it up:

1. Follow Okta's guide to create a personal API token.
2. Assign the token a Read-Only Administrator role at minimum.
3. Enter your domain and API token into the Resolve integration form.

🚧 API token expiry

Depending on your Okta configuration, API tokens may expire. Update the token in Resolve before it expires to avoid sync failures.

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Workday

You'll need:

Credential	Description
Report URL	The URL to your Workday RaaS (Report as a Service) report, in JSON format.
Username	Username of the account with access to the report.
Password	Password of that account.

How to set it up:

1. Create a Custom Report in Workday that outputs employee contact data.
2. Get the report URL in JSON format — it will look something like: https://wd5-impl-services1.workday.com/ccx/service/customreport2/your_org/report_name?format=json
3. Enter the report URL, username, and password into the Resolve integration form.

Required report format:

Your Workday report must return data in this exact structure. Key names must match exactly — including capitalisation.

{
  "Report_Entry": [
    {
      "Contact_Number": "+1 411 111 1111",
      "Department": "Sales",
      "Email_Address": "johnsmith@email.com",
      "First_Name": "John",
      "Job_Title": "Product Manager",
      "Last_Name": "Smith"
    }
  ]
}

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Integration security

📘 Recommended: use a dedicated read-only account

For each integration, we recommend creating a dedicated service account with read-only access. This limits the blast radius if credentials are ever compromised.

All credentials you enter are stored encrypted. Sensitive values are never returned in plain text — even users with admin access cannot view them after they've been saved.