Enabling Zoom Virtual Agent Atlassian integration

The integration of Zoom Virtual Agent with Atlassian allows Confluence spaces and pages to function as Knowledge Bases for question answering. This development elevates your Zoom Virtual Agent experience by facilitating quick and efficient access to information.

Before agents can use the integration, admins need to create an OAuth 2.0 integration app in Atlassian, set up the necessary permissions, and then configure the integration in the Zoom web portal.

Requirements for enabling Zoom Virtual Agent Atlassian integration

• Account owner or admin privileges for the Zoom web portal
• Basic, Pro, Business, Education, or Enterprise account
• Zoom Virtual Agent license
• Edit access to Virtual Agent product

How to create OAuth2.0 integration app

1. Log in to Atlassian Developer Console.
2. Click Create, then select OAuth 2.0 integration.
3. Fill in the required details:
   • App name: Enter a display name for your app.
   • App key: This is auto-generated.
   • App description (Optional): Enter a description for your app.
4. Click Create.

How to create Atlassian site and add Confluence and Jira products

1. Log in to Atlassian.
   You'll be prompted to create your site.
2. Choose a name for your site (for example, yoursitename.atlassian.net) and click Create.
3. Follow the on-screen instructions to complete the setup of your site.
4. Once your site is created, click your profile icon in the top right corner and select Admin settings.
5. Click the Products tab.
6. Under the Jira and/or Confluence section, click Add Product.
7. Follow the prompts to set up Jira and/or Confluence, including specifying your site details and any other configurations.

How to configure OAuth 2.0 for Jira and Confluence

1. Log in to the Atlassian Developer Console.
2. Search for your OAuth 2.0 integration app.
3. In the left navigation, click Permissions, then set the Scopes according to the permissions you want to grant.

How to retrieve Client ID and Client Secret

1. Log in to the Atlassian Developer Console.
2. Choose your app from the list.
3. In the left navigation, click Authorization, then Configure.
4. Change the Callback Url to https://zoom.us/zva/multi/crm-oauth-login.
5. Click Save changes.
6. In the left navigation, click Settings.
7. Copy the generated Client ID and Client Secret.

How to enable Zoom Virtual Agent Atlassian integration

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then Integrations.
3. Click Add Integration then Atlassian.
4. On the Add Atlassian Integration page, provide the following:
   
   • In the Name field, enter a display name for your connection.
   • Into the fields, Client ID and Client Secret, paste your client ID and client secret, respectively.
5. Click Save.
   A new tab will open and take you to the authentication flow. If you are already logged into Atlassian, you won't be asked for your credentials. However, if you are not logged in, you will be prompted to enter your credentials and submit them. After you successfully log in, you will be able to see the integration added to your integrations page.
6. In the navigation menu, click AI Management then Integrations.
   You will see the Atlassian application with a Connected status.

How to reconnect the Atlassian integration

When used in knowledge management or support channels, the integration may disconnect as a result of token expiry or authentication issues.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then Integrations.
3. In the Status column of the disconnected integration, click Re-connect.
   You will be taken to the page where you can edit the integration details.
4. (Optional) Edit the integration details.
5. Click Save.
   A new tab will open and take you to the authentication flow. If you are already logged into Atlassian, you won't be asked for your credentials. However, if you are not logged in, you will be prompted to enter your credentials and submit them. After you successfully log in, you will be able to see the integration added to your integrations page.
6. In the navigation menu, click AI Management then Integrations.
   You will see the application with a Connected status.

How to delete the Atlassian integration connection settings

After you have established the Atlassian integration connection, it cannot be edited. If you need to make changes due to subdomain change, you can delete the connection and create it again.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then Integrations.
3. In the Applications tab, click the ellipsis icon  to the right of the Atlassian application then Delete.
4. Click Delete to confirm.