Configuring Zoom Contact Center with the Salesforce Lightning app


The Zoom Contact Center Salesforce Integration allows agents to access Zoom Contact Center voice functionality from Salesforce. This provides agents with a better user experience, including:

Before agents can use the integration, admins need to set up and configure the Salesforce integration from the Salesforce Console and Zoom web portal.

Note: This integration supports the Zoom Contact Center web chat, video, and voice channels. Agents assigned to unsupported Zoom Contact Center channels should use the Zoom desktop client.

This article covers:

Prerequisites for setting up Zoom Contact Center Salesforce Integration

How to set up the Zoom Contact Center - Salesforce Integration

Activate the Zoom Contact Center Salesforce integration

  1. In the top-left corner, click the App Launcher (9-dots icon) and search for and select the Zoom Admin for Lightning app. 
  2. Locate the Zoom Contact Center product, then click Activate.
    A list of items to configure are listed below. We recommend keeping this page open in a separate tab, as we will return to this page frequently. 
  3. Follow the steps below for each section: 

Authorize the connection with Zoom

  1. Click Authorization from Zoom App Marketplace.
  2. Sign in to your Zoom admin account.
  3. Authorize Zoom to have access to your Salesforce account.
  4. Wait for authorization to finish.
    The settings page in Salesforce will display a notification stating Authorized access to Contact Center.
  5. Return to the Zoom Admin for Lightning setup guide and click Next for this section. 

Add Zoom Contact Center to the Salesforce App Manager

  1. In the top-right corner, click the gear icon .
  2. In the drop-down menu, click Setup.
  3. In the Quick find search bar, search for and select App Manager. 
  4. Search the Developer Name column for LightningSales. 
  5. To the far right, click the down arrow and then click Edit. 
  6. In the left navigation menu, click Utility Items.
  7. Click Add Utility Item.  
  8. Select Open CTI Softphone. 
  9. Click Save. 
  10. Return to the Zoom Admin for Lightning setup guide and click Next for this section.

Assign users to Zoom Contact Center

  1. In the Quick find search bar, search for and select Call Center.
  2. Create an XML file with the following information:  
    <callCenter>
<section sortOrder="0" name="reqGeneralInfo" label="General Info">
	<item sortOrder="0" name="reqInternalName" label="Zoom Contact Center">zoomcontactcenter</item>
	<item sortOrder="1" name="reqDisplayName" label="Display Name">Zoom Contact Center</item>
	<item sortOrder="2" name="reqDescription" label="Description"></item>
        <item sortOrder="3" name="reqAdapterUrl" label="CTI Adapter URL">https://zoom.us/crm-int/callbar</item>	
            <item sortOrder="4" name="reqUseApi" label="Use CTI API">true</item>
	<item sortOrder="5" name="reqSoftphoneHeight" label="Softphone Height">680</item>
	<item sortOrder="6" name="reqSoftphoneWidth" label="Softphone Width">700</item>
	<item label="Salesforce Compatibility Mode" name="reqSalesforceCompatibilityMode" sortOrder="7">Classic_and_Lightning</item>
</section>
<section sortOrder="1" name="reqDialingOptions" label="Dialing Options">
	<item sortOrder="0" name="reqOutsidePrefix" label="Outside Prefix">9</item>
	<item sortOrder="1" name="reqLongDistPrefix" label="Long Distance Prefix">1</item>
	<item sortOrder="2" name="reqInternationalPrefix" label="International Prefix">01</item>
</section>
</callCenter>
  3. Click Import and import the XML file, then click Save.
  4. Click Manage Call Center Users. 
  5. Click Add More Users. 
  6. Search for each user that will need access, and click Add to Call Center. 
    Note: As additional users need access, such as new hires, this step will need to be repeated. 
  7. Return to the Zoom Admin for Lightning setup guide and click Next for this section. 

Assign permissions sets to users 

  1. In the Quick find search bar, search for and select Permission Sets.
  2. To assign the appropriate permission set for admins, search for and click Zoom Contact Center Admin, then: 
    1. Click Manage Assignments.
    2. Click Add Assignment and search for admin users.
    3. Select them and click Next.
    4. Click Assign. 
  3. To assign the appropriate permission set for agents, search for and click Zoom Contact Center Agent, then: 
    1. Click Manage Assignments.
    2. Click Add Assignment and search for admin users.
    3. Select them and click Next.
    4. Click Assign.

Note: As additional users need access, such as new hires, these steps will need to be repeated. 

Enable Zoom CRM integration and add the Salesforce OAuth Connection

A Zoom admin must authorize the Zoom Contact Center service with the Salesforce CRM application. This will enable the Zoom agent experience within Salesforce.

  1. Sign in to the Zoom web portal as an admin with Contact Center permissions. 
  2. In the navigation menu, click Contact Center Management then Integrations.
  3. In the Applications tab, click Add.
  4. On the Select application page, specify the following:
    • Choose the external application you would like to connect with: Select Salesforce.
    • Select connection method: select OAuth.
  5. Click Next.
  6. On the Setup your external application page, specify the following:
    • Name your connection: Enter a display name, such as Salesforce. 
    • Salesforce environment: Depending on what you selected during installation, select either Production or Sandbox.
  7. Click Login to Salesforce.
    You will be taken to the Salesforce sign-in screen, where you will need to sign in as a Salesforce admin. 
  8. Click Allow Access when prompted, then click Allow.
    In the Zoom web portal, you will see the message Zoom Contact Center has successfully connected to Salesforce.
  9. (Optional) To verify the connection is established, in the navigation menu click Contact Center Management then Integrations.
    You will see the Salesforce application with a Connected status.
  10. Return to the Zoom Admin for Lightning setup guide and click Next for this section. 

Customize the Salesforce task/activity object

  1. Returning to Salesforce, in the Quick find search bar, search for and select Object Manager. 
  2. Within Object Manager, search for Task.
  3. In the left navigation menu, click Page Layouts.
  4. Click any in-use Task Layout to edit. 
  5. Click-and-drag the Session History field to the Task Information section below. 
  6. Click Save to confirm the change. 
    Note: The integration will create a new task layout, but this is not required for use. Any existing task layout currently in use can be used, as long as the Session History field is added. 

Set up client integration for Zoom Contact Center users

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Users.
  3. Find and click the user you want to enable the Salesforce integration for.
  4. Next to Client Integration, select Salesforce.
  5. Click Save.
  6. Repeat as necessary for other users.
    Note: As additional users need access, such as new hires, these steps will need to be repeated. 
  7. Return to the Zoom Admin for Lightning setup guide and click Next for this section. 
  8. Click Finish to finalize your installation.

How to delete the Salesforce integration in the Zoom web portal

Once established, if you need to make a change, you will need to delete the Salesforce connection and re-establish by following the instructions above. 

Delete the Salesforce OAuth Connection

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Integrations.
  3. Click the Applications tab.
  4. For the Salesforce application, click the ellipses icon , then click Remove.
  5. Click Delete to confirm.
    Note: Once deleted, the client integration for users will be disabled, and the Salesforce connection will be removed from the Integrations page.

How to edit the Salesforce integration settings in Salesforce

You can use the Zoom Settings page in Salesforce to change integration settings.

  1. Sign in the Salesforce.
    Tip: Refer to the Salesforce support site to learn more.
  2. In the top-left corner, click the App Launcher (9-dots icon) and search for and select the Zoom Admin for Lightning app. 
  3. Locate the Zoom Contact Center tile and click Settings. 
  4. Change the following settings in each tab:

Products Management tab

In the Actions column for the Zoom Contact Center product, click the down arrow icon, then click one of these options:

Note: You can also activate the integration by clicking on the Zoom for Lightning tab, then using these options in the Zoom Contact Center product card:

Country Code Settings tab

You can configure the country codes you want to use for searching related objects by phone number when agents have an incoming call. By default, only the United States (+1) is added. You can add up to 20 country codes.

  1. Click Add.
  2. Specify the country code, then click the plus icon (+) to add more country codes.
  3. Click Add when done adding all the country codes.
  4. (Optional) To remove country codes, locate the country code, then click Remove.

Omni-Channel Sync Settings tab

You can enable agents to sync status between Zoom Contact Center and Salesforce Omni-Channel, but this is optional and only available if using Salesforce Omni-Channel.

Note: Before following these steps, ensure you have the Salesforce Omni-Channel feature enabled in Salesforce. As part of the Omni-Channel setup, you will create Salesforce Presence statuses, which will be used here. The integration supports presence status sync, so status can be mapped and synced to Zoom Contact Center.

  1. Select the Enable Omni-Channel Sync option.
  2. Set the Salesforce and Zoom Contact Center status mapping.
    For example, in the first mapping setting, Occupied, you can select one of your presence statuses, such as On a Call, under Update Salesforce Status to. This means when agents have the Zoom Contact Center Occupied status, their Salesforce status is automatically set to On a Call.
  3. Click Save.

“Related to” Settings tab

You can enable the ability for agents to choose related objects for assigning the call to specific tasks.

By default, Account, Case, and Campaign object are supported. Additional standard and custom objects can be added with the steps below. 

  1. Select the objects that agents can assign to calls.
  2. Click Save.

How to enable the Screen Pop feature (voice)

You can enable the ability to display objects that match the inbound phone number.

  1. In the Quick find search bar, search for and select Softphone Layouts.
  2. Edit an existing layout or click New to create a new layout.
  3. Specify the following:
    • Name: Enter Zoom Contact Center.
    • Select the option Is Default Layout.
    • Select Call Type: Select Inbound.
    • In the Screen Pop Settings section, we recommend the following:
      • Screen pops open within: Select New browser window or tab.
      • No matching records: Select Pop to new Contact.
      • Single-matching record: Select Pop detail page.
      • Multiple-matching records: Select Pop to search page.
        Note: These are recommendations and customers can adjust this as needed to suit their needs. 

Screen Pop agent process

The following points explain the Screen Pop feature from the agent's point of view.

  1. When there's an incoming call from an unknown number, agents will see the New Contact pop-up screen with the contact fields . The phone number will be automatically populated in the Phone field.
  2. The agent can fill in the rest of the contact fields like Name then they can click Save.
  3. When an agent gets an inbound call from the same phone number, the caller's contacts page will open.
  4. If there are multiple contacts with the same phone number, the agent will see a page with a list of the matching contacts.

How to enable the Screen Pop feature (video)

You can enable the ability to display objects that match the consumer’s email address.

  1. In the Zoom admin web portal, Once you set up the OAuth connection you will be guided to set up the configuration for video channel
  2. Click the video tab
  3. Specify the following under Search Settings:
    • No Match scenario: select when the screen pop must happen:
      • No action: If you select this option, no action will be taken if there is no match found in the Salesforce CRM
      • Create new record: If you select this option, either a lead/contact/account record creation screen will be screen popped.
    • Flow Variables: Select the Global or custom variable that captures the email address from the consumer via script widget on the flow
    • Entity: Select the standard/custom object across which the variable value from Flow variables needs to be searched and matched with
    • Field to Display: Select a field from the object that was selected in above step whose value will be displayed in the incoming video notification
  4. In the Screen Pop Settings section, select when the screen pop must happen:
    • During call ringing: If you select this option, screen pop happens during call ringing.
    • After call answered: If you select this option, screen pop happens after the call is answered.

How to enable the Screen Pop feature (web chat)

You can enable the ability to display objects that match the consumer’s email address.

  1. In the Zoom admin web portal, Once you set up the Oauth connection you will be guided to set up the configuration for video channel
  2. Click the chat tab
  3. Specify the following under Search Settings:
    • No Match scenario: select when the screen pop must happen:
      • No action: If you select this option, no action will be taken if there is no match found in the Salesforce CRM
      • Create new record: If you select this option, either a lead/contact/account record creation screen will be screen popped.
    • Flow Variables: Select the Global variable(consumer.email) that captures the email address from the consumer via welcome screen.
    • Entity: Select the standard/custom object across which the variable value from Flow variables needs to be searched and matched with
    • Field to Display: Select a field from the object that was selected in above step whose value will be displayed in the incoming chat notification
  4. In the Screen Pop Settings section, select when the screen pop must happen:
    • During call ringing: If you select this option, screen pop happens during call ringing.
    • After call answered: If you select this option, screen pop happens after the call is answered.

Removing the Salesforce integration

  1. Sign in to your Zoom account and navigate to the Zoom Marketplace.
  2. Navigate to your added apps by clicking Manage, then clicking Added Apps.
  3. Next to Zoom for Salesforce Lightning, click Remove.
  4. Confirm the dialogue and click Remove.

Note: This section covers removing Zoom for Salesforce Lightning from the Zoom Marketplace. To remove the Zoom for Lightning managed package, refer to the Salesforce support site.

How your data is used

This app accesses and used the following information from your Zoom account:

For additional help or technical support, please submit a ticket.