Managing linked variables

Zoom Contact Center admins can create linked variables - global variables that persist across engagements or flows. You can create linked variables using the Zoom web portal. If the linked variable is unlocked, it can be modified in flows. When the variable is read, it returns the latest value. If the variable is locked, the variable value persists across all engagements where it's referenced and can't be overwritten in the flow.

For example, you can create a linked variable for emergency close / open. If customer wants to set up an emergency close, admin can set a variable globally, so that all flows can then check this variable and decide if it should shut down or remain open based on the variable value.

Prerequisites for managing linked variables

How to create a linked variable

After creating a custom variable group, you can create a custom variable that belongs to the group.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Preferences.
  3. Click the Variables tab.
  4. In the left-side panel under Custom Variable Groups, select the custom variable group to create the custom variable in.
  5. Click Add Variable.
  6. Change the custom variable's settings.
  7. In the Value section, select Linked Value and enter a valued for the linked variable. 
  8. (Optional) Click the lock icon  to change if the value can be changed in flows:
    • Value can be changed in flows: The value can be updated in a flow. Each engagement will use the latest value.
    • Value can only be changed by editing this variable: The value can't be updated in a flow. Each engagement will use the value specified in the above setting.

  9. Click Add.

After adding the linked variable, you can reference them in the flow editor.