Managing conversation playlists

Zoom Revenue Accelerator allows you to create a regular playlist where you can manually add conversations or a smart playlist where recordings and clips that match the defined filters are added automatically.

You can organize the playlist into folders and share them to within your team, specific members, or everyone in the organization.

This article covers:

• How to access the Playlist tab
• How to create a playlist
• How to create a smart playlist
• How to manage playlists
• How to find and filter playlists
  • Search for playlists
  • View only playlists you're following
  • Sort the Playlist and Last Modified columns
  • Select the playlist creator
• How to manage your playlist folder
  • Create a playlist folder
  • Add playlist to a folder
  • Share a playlist folder
  • Manage folders
• How to find and filter folders
  • Search for folders
  • View only folders you're following

Prerequisites for managing Zoom Revenue Accelerator conversation playlists

• Pro, Business, Enterprise, or Zoom Phone standalone account
• Licensed user with Zoom Revenue Accelerator license
• To create a playlist, user must have Playlist modification permission
• To create a playlist folder, user must have Create Public Folders permission

How to access the Playlist tab

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Revenue Accelerator then Conversations.
3. Click the Playlists tab.

How to create a playlist

1. Access the Playlist tab.
2. In the top-right corner of the Playlists section, click Create Playlist.
   A pop-up window will appear.
3. In the window, enter a playlist name then select the Playlists option.
4. Under Who can View, select Private, Everyone in the account, or Specified teams or members.
5. Click Create.
6. (Optional) Click the ellipsis across the playlist name to Follow/Unfollow, Add to Folder, Edit, or Delete the playlist.
7. (Optional) Click the playlist name then Add Conversation to add an existing conversation or clip to your playlist.
8. (Optional) Click the playlist name then the Share button to share the playlist.

How to create a smart playlist

A smart playlist captures selected topics, indicators, or keyword phrases from conversations and automatically adds them to the playlist if the criteria have been met. Users can also match history conversations and choose from the last 30, 90, or 365 days.

1. Access the Playlist tab.
2. In the top-right corner of the Playlists section, click Create Playlist.
   A pop-up window will appear.
3. In the window, enter a playlist name then select the Smart Playlist option.
4. Under Auto-add conversations based on the following criteria, select the criteria:
   • Under Matching Factors, select from the checkboxes:
     • Selected Reps
     • Selected Customers
     • Specified Stage at Time of Conversation
     • Selected Topics
   • Under Indicators or keyword phrases mentioned, enter the indicators, themes, or keywords phrases.
     Note: You can only add indicators or keyword phrases created by your team.
   • Under Deal Outcome, select the Conversations associated with deals checkbox, then click the dropdown and select Won, Lost, or Either won or lost.
   • Under Additional CRM fields, select the CRM custom fields that you want to use.
     Note: This option will only appear if you have set up custom CRM fields for Salesforce.
5. Under Match historical conversations based on the above criteria for the, choose from Last 30 days, Last 90 days, 365 days, or Do not match.
6. Under Who can View, select Private or Everyone in the account, or Specified teams or members.
7. (Optional) Under Playlist content visibility, select the following checkbox: Anyone who can view the playlist has access to all added content.
8. Under Who can add content to the playlist, select either Only the playlist creator or Anyone who can view the playlist.
9. Click Create.

How to manage playlists

1. Access the Playlist tab.
2. In the Playlists section, manage and view your playlists:
   • To manage multiple playlists:
     1. Select multiple playlists' checkboxes.
        • You can also select all playlists' checkboxes by selecting the Playlist checkbox.
     2. At the top of the Playlist section, select from the following actions:
        • Follow: Follow all selected playlists.
        • Add to a folder: Add all selected playlists to a folder.
        • Delete: Delete all selected playlists. If a confirmation window appears, click Remove.
          Note: This action cannot be undone.
   • To manage a single playlist, the right of a playlist, manage your playlist with the following actions:
     • Click the ellipsis , then choose from the following actions:
       • Follow/Unfollow: Follow or unfollow a playlist.
       • Add to Folder: Search for and select a folder name, then click Add.
       • Edit: Edit the playlist information, criteria, and visibility, then click Save.
       • Delete: Remove the playlist. If a confirmation window appears, click Delete.
         Note: This action cannot be undone.
     • Click the Share button , then complete the following information:
       • Configure settings for Who Can View, Playlist content visibility, and Who can add content to the playlist.
       • Click Copy link to copy the smart playlist link.
   • Click the playlist name, then manage your playlist with the following actions:
     • To the right of the playlist name, click the ellipsis , then choose from the following actions:
       • Follow/Unfollow: Follow or unfollow a playlist.
       • Add to Folder: Search for and select a folder name, then click Add.
       • Edit: Edit the playlist information, criteria, and visibility, then click Save.
       • Delete: Remove the playlist. If a confirmation window appears, click Delete.
         Note: This action cannot be undone.
     • To the right of the playlist name, click the Share button , then complete the following information:
       • Configure settings for Who Can View, Playlist content visibility, and Who can add content to the playlist.
       • Click Copy link to copy the smart playlist link.
     • In the top-right corner, click Add Conversation to add an existing conversation or moment to your playlist.
     • Manage the playlist conversations:
       • Manage a single conversation:
         • To the right of a conversation, click the ellipsis , then click Remove from this playlist to remove the conversation from your playlist. If a confirmation window appears, click Remove to confirm.
           Note: This action cannot be undone.
         • To the right of a conversation, click the ellipsis , then click Download to download the conversation from your playlist.
       • Manage multiple conversations in the playlist:
         Note: These operations may not apply to certain conversations because of your role permissions.
         
         1. Select multiple conversations' checkboxes.
            • You can also select all conversations' checkboxes by selecting the Topic checkbox.
         2. At the top of the page, click Add to My Favorites, Remove from this Playlist, or Download.
       • To the right of a conversation, click the Share button , then choose from the following actions:
         • Share Link: Share the conversation link via email, preview the link, or copy the link to share it.
         • Add/Remove from My Favorites: Add or remove a conversation to your favorites list.
         • Add to a playlist: Search for and select a playlist to add the conversation to, then click Add. You can also Create a New Playlist.

How to find and filter playlists

Search for playlists

1. Access the Playlist tab.
2. At the top of the Playlist section, use the search bar to find a playlist.

View only playlists you're following

1. Access the Playlist tab.
2. At the top of the Playlist section, click the See Following Only toggle to enable or disable it.
   When enabled, only the playlists that you're following will appear.

Sort the Playlist and Last Modified columns

1. Access the Playlist tab.
2. In the Playlist section, sort the Playlist and Last Modified columns:
   • On the Playlist column, click the sort arrows to sort the playlists in ascending or descending alphabetical order.
     Note: My Favorites will always remain at the top of the list.
   • On the Last Modified column, click the sort arrows to sort the playlists in ascending or descending order, based on when the playlist was modified.

Select the playlist creator

1. Access the Playlist tab.
2. In the Playlist section, click the Creator column down arrow , then select from the following options:
   
   • All: After selecting this, playlists from all creators will appear.
   • You: After selecting this, only playlists that you created will appear.

How to manage your playlist folder

Create a playlist folder

1. Access the Playlist tab.
2. In the top-right corner of the Folder section, click Create Folder.
   A pop-up window will appear.
3. In the window, enter a folder name.
4. (Optional) Add a folder description.
5. In Who Can View, select Private, Everyone in the account, or Specified teams or members.
6. Click Create.

Add playlist to a folder

1. Access the Playlist tab.
2. Under the Folder section, click the folder name to which you want to add a playlist.
3. Click Add Playlist.
4. Enter the playlist name or select the playlist from the dropdown list.
   Note: Multiple playlists can be added.
5. Click Add.

Share a playlist folder

1. Access the Playlist tab.
2. Under the Folder section, click the folder name to which you want to add a playlist.
3. Click the Share button .
4. In Who Can View, select Private, Everyone in the account, or Specified teams or members.
5. (Optional) Click Copy Link, then share it through email or Zoom Team Chat.

Manage folders

1. Access the Playlist tab.
2. Under the Folder section, manage your folders:
   1. To the right of a folder you want to manage, click the ellipsis , then choose from the following actions:
      • Follow/Unfollow: Follow or unfollow a folder.
      • Edit: Edit the folder name and description, then click Save.
      • Delete: Remove the playlist. If a confirmation window appears, click Delete.
        Note: This action cannot be undone.
   2. Click the folder name, then manage your folder with the following actions:
      • To the right of the folder name, click the ellipsis , then choose from the following actions:
        • Follow/Unfollow: Follow or unfollow a folder.
        • Edit: Edit the folder name and description, then click Save.
        • Delete: Remove the playlist. If a confirmation window appears, click Delete.
          Note: This action cannot be undone.
      • To the right of the playlist name, click the Share button , then complete the following information:
        • Configure settings for Who Can View.
        • Click Copy link to copy the folder link.
      • In the top-right corner, click Add Playlist to add an existing playlist your folder.
      • Manage the folder's playlists:
        • To the right of a playlist, click the ellipsis , then click Remove from the folder to remove the playlist from your folder. If a confirmation window appears, click Remove to confirm.
          Note: This action cannot be undone.
        • To the right of a playlist, click the ellipsis , then click Follow/Unfollow.
          Depending on the action, you will follow or unfollow the playlist.

How to find and filter folders

Search for folders

1. Access the Playlist tab.
2. At the top of the page, use the search bar to find a folder.

View only folders you're following

1. Access the Playlist tab.
2. At the top of the page, click the See Following Only toggle to enable or disable it.
   When enabled, only the folders that you're following will appear.