Zoom Contact Center messaging controls
While in an active Zoom Contact Center messaging engagement (web chat, in-app chat, SMS, WhatsApp or Facebook), you can access messaging controls like transferring the chat or upgrading to a video engagement.
Requirements for using messaging controls
Zoom Contact Center unified engagement controls
Starting with the February 2024 Zoom Contact Center release, engagement controls are located in the same location at the bottom of the engagement for all channels. This enables the agent experience to be consistent across all channels, rather than have the engagement controls in different locations for each channel. Here are the advantages of having such a unified, consistent location for engagement controls:
- Consistent engagement experience for agents and supervisors across different channels improving the agent training and learning curves
- Upgrade scenarios between different channels become seamless, with controls in the same location for all engagements
- Upcoming new channels to Zoom Contact Center will follow the same engagement controls framework to continue to maintain a consistent omni-channel experience
- Consistent engagement controls enable optimal utilization of screen space to aid future upcoming features
How to access unified Zoom Contact Center engagement controls
- Sign in to the Zoom desktop app.
- Receive a messaging engagement (web chat, in-app chat, SMS, WhatsApp or Facebook).
When you're connected to the consumer, you will have access to messaging controls. Controls are located at the bottom of the Zoom Contact Center desktop app.
Top bar
The top bar displays several controls, including the consumer's display name, engagement duration, and real-time customer sentiment rating. Agents can use the sentiment rating to adapt their conversation style based on the consumer's current sentiment.
Bottom section controls
Release chat engagement
Click the release icon to return the active chat engagement to the queue. The consumer will receive a chat notification that you've ended the chat.
Note : This is only available for web chat and in-app chat engagements.
Transfer engagement
Click the transfer icon to transfer the active chat engagement to another queue or agent. You will see a pop-up window where you can search for a queue or agent, then select one to transfer the chat to.
If you're transferring a messaging engagement to a messaging queue with an agent routing profile, you will be prompted to select a proficiency for each skill category in the agent routing profile. Use the drop-down menus to select proficiencies, then click Transfer .
Notes :
- While searching for agents, you will see agents’ profile picture as set by the admin. Admins can set a Zoom Contact Center profile picture that's separate from their Zoom profile picture.
- Admins can restrict your transfer options. If you can't complete a transfer, contact your admin.
Upgrade to voice
Follow these steps to upgrade the active messaging engagement to a voice engagement.
- Click the phone icon
. - Select or enter a phone number to call.
Note : If you're upgrading a messaging engagement and the number is in an address book, you will see their associated phone numbers as options. - Click Call .
- The consumer will receive a voice call. When they answer, the engagement will upgrade to voice.
- If the consumer doesn't answer, the engagement will remain a messaging engagement.
Upgrade to video (web chat and in-app chat engagements)
Click the video icon to upgrade the active messaging engagement to a video engagement, then click Upgrade .
Notes :
- You will automatically join the video engagement.
- The existing chat messages will appear in the video engagement chat.
- You will not be able to revert back to a chat engagement.
- The consumer will receive an invitation in their chat to join the video call.
Upgrade to video (SMS, WhatsApp, or Facebook engagements)
Click the video icon to upgrade the active messaging engagement to a video engagement. When prompted, select one of these options:
- Send as a message in this conversation : The video engagement join link in the current messaging engagement.
- Enter an email address : Enter the email address of the consumer so they can receive an email with the video engagement join link.
Click Send and Upgrade . You will automatically upgrade to the video engagement when the consumer joins the video engagement.
Notes :
- The existing chat messages will appear in the video engagement chat.
- You will not be able to revert back to a messaging engagement.
End button
Click End to end the active messaging engagement and enter the wrap-up duration.
Bottom text box controls
The following controls are available below the messaging text box.
- Format : Apply formatting to the chat message. Zoom Contact Center shares the same formatting tools as Zoom Chat.
- File : Open your computer's file manager to select a file to send.
- Emoji : Add emojis to the chat message.
- Send icon: Send the message. You can also send a send by pressing Enter .
- AI Companion icon: Use this to generate a message or reply.
Notes :
- Each chat message can contain up to 2,005 characters.
- The File and Emoji options are also available to consumers.
Right-side panel
The right-side panel contains the Profile and Engagement tabs.
How consumers can opt out of SMS
For accounts with US/Canada virtual private numbers for SMS, consumers can opt out of SMS by responding STOP to the associated number. Once a consumer opts out, agents will not be allowed to send messages to the consumer's phone number. Agents will see an error message stating that SMS can't be sent because the consumer has opted out. If the consumer sends a message to the phone number again, then agents will be allowed to send messages to the consumer again.