This article applies to Zoom Virtual Agent classic chatbot. If you are using other Zoom Virtual Agent types, such as chat agent or voice agent, refer to their respective documentation for setup and channel deployment instructions.
Zoom Virtual Agent admins can add and customize the Route To widget using the bot flow editor. The Route To widget allows the bot to route the user to a live agent support via third party support channel or to Zoom Contact Center, or to another Bot.
The chatbot usually handles questions like product info and order tracking. However, if a question is really complicated or needs help from a real person, the chatbot can employ the Route To widget. It determines when a question needs a human's help and then smoothly hands the conversation over to a live agent. The customer gets to talk to a real person who can give them quick, personal help, making the whole customer service process easy and smooth.