Changing Zoom Virtual Agent account settings

The Preferences page allows Zoom Virtual Agent admins to change account-level settings that affect the end-user experience.

Requirements for changing account-level settings

• Account owner or admin privileges; or relevant role/privilege
• Basic, Pro, Business, Education, or Enterprise account
• Zoom Virtual Agent license

How to change account settings

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then Virtual Agent.
3. Click the Preferences tab.
4. Change the following settings.

Account tab

• Auto-close inactive engagements: Allows you to set the amount of time after which inactive engagements will end.
• Block sensitive information: Allows you to set up regular expression (regex) blocking rules to automatically detect and prevent users from sending sensitive information, like credit card numbers and social security numbers in web chat conversation.
• Typing Delay: Allows you to set the minimum length of time to show a typing indicator to consumers before a message is sent. 
• Data Retention: Gives you the option to allow Zoom to delete data after a specified amount of time.
• Communications content storage location: Allows you to set where communications content will be stored.
• Consumer Authentication: Allows you to securely identify a consumer and receive related consumer information so that your Contact Center can leverage the data.
  • Authentication Endpoint: The Zoom Virtual Agent Web SDK will perform a GET API request when the consumer begins the engagement and when the page is reloaded. This endpoint should return a signed JWT containing information about the consumer.
  • Encryption Type: Select between ES-256 and RSA-256.
  • JWT Public Key: This is ES256 or RSA256 public key that Zoom will use to verify the JWT signature. 
• Block list for campaigns: Allows administrators to block campaigns from IP address.
• Redact Personal Data: Allows admins to manage the handling of Personally Identifiable Information (PII) within bot transcripts.

Note: The Typing Delay, Data Retention, Communications content storage location, Consumer Authentication, Block list for campaigns, and Redact Personal Data settings are shared with Contact Center settings. The value you enter here is linked to Zoom Contact Center's Preferences page. Any changes you make to the value will also be updated on the other side.

Entry ID tab

Manage entry IDs for Zoom Virtual Agent.

Variables tab

Manage custom and system variables for Zoom Virtual Agent.