An entry point serves as a way for customers to reach a contact center system. Entry points depend on the type of flow:
-
Voice or SMS flows: Phone number (virtual service and US/CA toll-free numbers are supported)
-
Video or chat flows: Entry ID
For example, you can add a phone number as the entry point for a voice flow. When customers call this phone number, they will be routed through the contact center system.
You can also create a campaign to customize the entry point, or customize a Zoom Room kiosk as a way for consumers to reach a video flow.
This article covers:
Prerequisites for adding or editing entry points
How to add or edit voice or SMS entry points using the Flows page
- Sign in to the Zoom web portal.
- In the navigation menu, click Contact Center Management then Flows.
- Locate a flow you want to edit.
- In the last column, click the ellipses icon
, then click Manage Entry Point. - Add or remove entry points:
- To add, click Add Entry Point, select the phone numbers to add as entry points, then click Save. Click Get Numbers if you don't have unassigned numbers and want to obtain numbers.
- To remove, click the close icon
next to the phone number. The phone number will become unassigned.
- Click Save.
How to add or edit video, web chat, or in-app chat entry points using the Flows page
Note: For more information on configuring entry points for video or chat flows, see the instructions on the Zoom Marketplace.
- Sign in to the Zoom web portal.
- In the navigation menu, click Contact Center Management then Flows.
- Locate a flow you want to edit.
- In the last column, click the ellipses icon
, then click Manage Entry Point. - Add or remove entry points:
- To add, click Add Entry Point, select the entry IDs to add as entry points, then click Save.
- To remove, click the close icon
next to the entry ID.
- Click Save.
How to add or edit entry points using the flow editor
Alternatively, you can assign or edit triggers while customizing the Start widget in the flow editor.
- Sign in to the Zoom web portal.
- In the navigation menu, click Contact Center Management then Flows.
-
Create a new flow or edit an existing flow.
- Select the Start widget.
- In the Settings tab, click Manage Entry Point.
- Add or remove entry points:
- Click Save.