Customizing the Route To widget for Zoom Virtual Agent

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.

This article covers:

Prerequisites for customizing the Route To widget

How to add and edit the Route To widget

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click AI Management then Virtual Agent.
  3. Click the display name of an existing chatbot.
  4. Click the Bot Flows tab.
  5. Click the display name of an existing bot flow.
  6. In the left-side widgets panel, click and drag Route To onto the preferred location in the flow.
  7. (Optional) Click Rename to change the display name of the widget.
  8. Customize the associated settings and exits.

Route To widget settings