Sending a Zoom Contact Center outbound SMS

Zoom Contact Center agents can send an outbound SMS message and associate the SMS engagement with a queue they're a member of. Each SMS message can contain up to 500 characters.

Requirements for sending a Zoom Contact Center outbound SMS message

• Pro, Business, or Education account
• Account owner or admin privilege; or role with Send outbound SMS messages privilege 
• Zoom desktop app for Windows or macOS: Global minimum version or higher
• Zoom Web App
• Zoom Contact Center license
• SMS or messaging queue created by your admin with outbound SMS set up
• SMS flow created

How to send a Zoom Contact Center outbound SMS message

Notes:

• Your admin can restrict your ability to send SMS to phone numbers not added to the address book, and send SMS while you're in an active engagement. Contact your admin if you're not able to send SMS messages.
• You can be in the Ready or Not Ready status to send an outbound SMS.

1. Sign in to the Zoom desktop app.
2. Click the Contact Center tab.
3. Click the Outbound engagement icon then the New SMS icon .
4. (Optional) Below the dial pad, select your caller ID and queue:
   • To: Enter an address book contact's display name to search through contacts, then select a contact to send an SMS message to. Alternatively, you can manually enter an external phone number.
   • From: Change the outbound caller ID number.
   • Queue: Select the queue to associate the outbound call with. Admins and supervisors will see the associate queue when viewing engagement history for the SMS engagement.
5. Enter text to send.
6. Press Enter or click the send icon to send the SMS message.
   Your status will remain the same.
7. If the message fails to send, click Retry to resend it.