Managing support channels


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:

Prerequisites for managing support channels

Support channel types

Zoom Virtual Agent supports the following support channels:

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 and then Virtual Agents.
  3. Click the Support Channels tab.
  4. In the Add Channel dialog box, specify the following:
    • Channel Source: Choose the type of source. The options are:
      • Integration
      • E-Mail
      • Phone
      • Link
    • Support Channel Name: Enter an internal display name for the support channel.
  5. Specify the value of the selected channel source. For example, if you select Link, type the URL.
  6. Click Add.

How to edit or remove a support channel

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click AI Management and then Virtual Agents.
  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 and then Virtual Agents.
  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.