Setting up the Zoom Virtual Agent Kustomer integration

Requirements for setting up the Zoom Virtual Agent Kustomer 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 API Key and Webhook in Kustomer

Create an API Key

1. Sign in to your Kustomer account.
2. In the left navigation, click Security then API Keys.
3. On the top-right, click Add API Key and specify the following:
   • Name: Enter a display name for the API key.
   • Roles: Assign specific roles or permissions.
   • Expires (in days): Set the number of days until the API key expires.
   • (Optional) CIDR IP Restriction(10.0.0.1/24, 10.0.0.2/24): Enter a value in the CIDR IP Restriction box. This box restricts access to a token when outside of certain networks.
   • Add the necessary details and below permissions:
     • org.permission.company.write
     • org.user.company.read
     • org.permission.company.read
     • org.permission.note.create
     • org.user.attachment
     • org.user.conversation
     • org.user.customer
     • org.user.kb.read
     • org.user.message
     • org.user.metadata
     • org.user.search
     • org.user.tag
     • org.user.note.read
       Note: Learn more about common API roles available in Kustomer.
4. Click Create.
   Note: Make sure to copy the token as it is visible only during creation due to security reasons.

Create a Webhook

1. Sign in to your Kustomer account.
2. In the left navigation, click Platform then Outbound Webhook.
3. On the top-right, click Add Outbount Webhook and enter the following:
   • Name: Admin’s Choice
   • Destination URL: https://us01chatzva.zoom.us/webook/kustomer/events
   • Webhook Trigger Events:
     • kustomer.conversation.update
     • kustomer.message.create
4. Copy and save the Header Information > Kustomer Secret.
   This will be needed in the next steps during the Zoom Virtual Agent setup.
5. Click Save.

How to enable Zoom Virtual Agent Kustomer integration

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then Integrations.
3. Click Add Integration then Kustomer.
4. On the Add Kustomer Integration page, specify the following:
   • Enter a display name for your connection.
   • Enter the API Key.
5. Click Save.
   A new tab will open and take you to the authentication flow. If you are already logged into Kustomer, 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 Kustomer application with a Connected status.

How to reconnect the Kustomer integration

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 Kustomer, 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 Kustomer integration

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 Kustomer application then Delete.
4. Click Delete to confirm.

How to set up the Kustomer support channel

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then Virtual Agent.
3. Click the Support Channels tab.
4. Click Add Channel.
   A pop-up window will appear.
5. Under Channel Source, select Integration.
6. Under Support Channel Name, enter a display name for your channel.
7. Under 3rd Party Support Channels, select your Kustomer connection.
8. Under Channel Type, select between CRM Ticket Form or Chat.
   • If you select CRM Ticket Form, provide the following details:
     • Ticket Form: Select a form from the drop-down list. Adding a ticket form will send the selected form to a user at the end of the engagement if the ticket support is used.
     • (Optional) CRM tags: Click Add CRM tag and choose between Text or Variable. This allows admins to categorize and organize chats, making it easier to identify the issue type and provide specialized assistance.
       • If you select Text, under Tag Content, enter the labels or keywords you want to add.
       • If you select Variable, under Tag Variable, select a variable from the drop-down list.
   • If you select Chat, provide the following information:
     • Webhook secret
     • (Optional) CRM tags
9. Click Add.

How to connect the Kustomer support channel to a bot

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then Virtual Agent.
3. On the Chatbots tab, click add a Chatbot.
   You will be directed to the Settings tab.
4. Under Intent Settings, select and add associated intent domain from the list.
5. Under Support Channels, click Manage Channels.
6. Select Kustomer support channel as the default support channel to be used for the bot.
7. Click Save.
8. Next to the chatbot’s name, click the Publish button to publish the bot.