Setting up Zoom Virtual Agent Intercom support channel

Once the Intercom integration is enabled, the next step is to configure it. In this article, we will provide a step-by-step guide to help you connect your Zoom Virtual Agent to Intercom support channel and your chatbot. By following these steps, you'll be able to streamline your support operations and provide fast and efficient service to your customers.

This article covers:

• How to set up Zoom Virtual Agent Intercom support channel
• How to connect the Intercom support channel to a bot

Prerequisites for setting up Zoom Virtual Agent Intercom support channel

• 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
• Zoom Virtual Agent Intercom integration enabled

How to set up Intercom support channel

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then Virtual Agents.
3. Click the Support Channels tab.
4. Click Add Channel.
   A pop-up window will appear.
5. In the pop-up window, perform the following:
   • Under Channel Source, select Integration.
   • Under Support Channel Name, enter a display name for your support channel.
   • Under 3rd Party Support Channels, select your Intercom connection.
   • Under Channel Type, select between CRM Ticket Form or Chat.
     • If you select CRM Ticket Form, select a ticket form from the drop-down menu.
6. Click Add.

How to connect the Intercom support channel to a bot

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then Virtual Agents.
3. In the Chatbots tab, click Add Chatbot.
   A pop-up window will appear.
4. In the pop-up window, specify the following:
   • Name: Enter a display name to help identify the chatbot.
   • Description (Optional): Enter a description for the chatbot.
5. Click Add.
   You will be directed to the Settings tab.
6. Under Intent Settings, select and add associated intent domain from the list.
7. Under Support Channels, click Manage Channels.
8. Select your Intercom support channel as the default support channel to be used for the bot.
9. Click Save.
10. Next to the chatbot’s name, click the Publish button to publish the bot.