Managing support channels in Zoom Virtual Agent

Zoom Virtual Agent admins can link a chatbot to other support channels. This is useful if your bot isn’t understanding the user’s message, or if you have a business flow that requires help from a live agent or another support source.

Requirements for managing support channels for your customers using the Zoom Virtual Agent chatbot

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

Support channel types

Zoom Virtual Agent supports the following support channels:

Support channel type	Connects to a human agent	Creates a support ticket	Best used for
Live chat / messaging (ZCC)			Real-time escalation to an agent
Phone			Issues require immediate or voice support
Email			Requests don’t need real-time handling
Ticket by email			Emails to automatically create tickets
External link		Depends on destination	Support is handled outside Zoom

For CRM integrations, refer to the table below:

Integrations	Ticket Creation	Agent Chat
Zendesk		(via Sunshine)
ServiceNow
Salesforce
Kustomer
ManageEngine		NA
Gorgias		NA
Intercom
Genesys	NA
MS Dynamics		NA

Direct to Channels

•  
• Phone: Offer a phone number to contact your support team like 555-555-5555.
• Email: Offer an email address to your support team like support@example.com.
• Link: Direct the customer to a link or website, such as a community forum.
• Ticket by Email: Allow customers to file a ticket in the respective CRM using an email connector via Zoom Virtual Agent.
• Event-based support: Emit events that brands can listen to, allowing to continue the support escalation process with your preferred CRM and UI.

Zoom Contact Center (ZCC)

Businesses with a Zoom Contact Center license can use their bot within a Zoom Contact Center Web Chat Flow. This means they can use their bot to handle initial web chats, and then if the bot doesn’t help escalate back to the Zoom Contact Center Flow.

How to create or add a support channel

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Studio then Virtual Agents.
3. Click the Support Channels tab.
4. Click the Channel Management sub-tab.
5. Click Add Channel.
6. In the Add Channel dialog box, specify the following:
   • Channel Source: Select the type of source.
     • Integration: Uses an existing system or CRM integration to route support requests automatically.
       • Salesforce
       • Genesys
       • ManageEngine
       • ServiceNow
       • Gorgias
       • Zendesk
       • Freshdesk
       • Sunshine
       • Intercom
       • Kustomer
     • Email: Sends customers to a dedicated support email.
     • Phone: Allows customers to call a support number directly.
     • Link: Directs users to a webpage, like a help portal or form.
     • Ticket by email: Integrates with third-party ticketing systems to create tickets automatically.
     • Event-based support: Routes based on specific events or variables, like the outcome of a prior interaction or user choice.
   • Support Channel Name: Enter an internal display name for the support channel.
7. Specify the value of the selected channel source. For example, if you select Link, type the URL.
8. Click Add.

How to create a form using fields provided by a CRM

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Studio then Virtual Agents.
3. Click the Support Channels tab.
4. Click the Form Management sub-tab. 
5. Click Add Form and specify the following:
   • Form Name: Enter an internal display name for the form.
   • Integration: Click the drop-down and select the integration type.
   • Type: Select between Ticket or Chat.
6. Click Add Form.

How to edit or remove a support channel 

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Studio then Virtual Agents.
3. Click the Support Channels tab.
4. Click the Channel Management or Form Management sub-tab.
5. To the right of the support channel you want to edit or remove, click the ellipses icon  and select one of the following options:
   • Edit: Change the support channel’s settings.
   • Remove: Delete the support channel.
     Note: You will need to re-add the channel and fix your bot flows if you plan to use it again in the future.

How to pause a support channel

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Studio then Virtual Agents.
3. Click the Support Channels tab.
4. Click the Channel Management sub-tab.
5. If the support channel’s status is active, click the toggle next to the support channel you want to pause.
6. Click Pause Channel to confirm.
   Note: Pausing support channel means it will be temporarily unavailable as an option to your customers even if it is in your bot flow.
7. (Optional) Click the toggle again to resume.