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.

This article covers:

• Support channel types
• How to create or add a support channel
• How to create a form using fields provided by a CRM
• How to edit or remove a support channel
• How to pause a support channel

Prerequisites for managing support channels

• 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:

Integrations Channels

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 like a community forum or refund page.
• 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

Note: This is only applicable using your existing integrations or direct-to-contact options. If you use Zoom Contact Center, manage support availability directly in Flows.

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 Channel Management. 
5. Click Add Channel.
6. In the Add Channel dialog box, specify the following:
   • Channel Source: Choose the type of source. 
   • 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 Management then Virtual Agent.
3. Click the Support Channels tab.
4. Click Form Management. 
5. Click Add Form.
6. In the Add Form dialog box, specify the following:
   • Integration: Click the drop-down and select the integration type.
   • Form Name: Enter an internal display name for the form.
   • Type: Select between Ticket or Chat.
7. 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 Management then Virtual Agent.
3. Click the Support Channels tab.
4. 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 Management then Virtual Agent.
3. Click the Support Channels tab.
4. If the support channel’s status is active, click the toggle next to the support channel you want to pause.
5. 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.
6. (Optional) Click the toggle again to resume.