Adding entry points to a flow

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
• Facebook Messenger: Facebook business page
• WhatsApp: WhatsApp number
• Email flows: Connected email account

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.

Requirements for adding or editing entry points

• Pro, Business, or Education account
• Account owner or admin privileges
• Zoom Contact Center license
• Voice, video, messaging, or email flow created
• Voice or SMS flows: Phone number obtained and unassigned
• SMS flows: 10DLC campaign assigned to the number
• Video, Web Chat, or In-App Chat flows: Entry ID created
• Email flows: Email account connected
• Facebook Messenger: Facebook business page connected
• WhatsApp: WhatsApp number connected
• Associated flow must be in a Published status

How to add or edit voice or SMS entry points using the Flows page

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Flows.
3. Locate a flow you want to edit.
4. In the last column, click the ellipses icon , then click Manage Entry Point.
5. 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.
6. 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.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Flows.
3. Locate a flow you want to edit.
4. In the last column, click the ellipses icon , then click Manage Entry Point.
5. 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.
6. Click Save.

How to add or edit email entry points using the Flows page

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Flows.
3. Locate a flow you want to edit.
4. In the last column, click the ellipses icon , then click Manage Entry Point.
5. Add or remove entry points:
   • To add, click Add Entry Point, select the connected email accounts to add as entry points, then click Save.
   • To remove, click the close icon next to the connected email account. The email account will become unassigned.
6. (Optional) Click the Automatically detect email language toggle to automatically identify the language of an incoming email. The detected language will automatically set the global variable engagement language.
7. Click Save.

Note: One email account can only be added as an entry point to one flow. Each flow can have multiple unique email accounts as entry points. You’d be able to see the Assigned to column in the above image which shows some accounts as already added as entry points to other flows and that’s why they are grayed out.

How to add or edit Facebook Messenger entry points using the Flows page

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Flows.
3. Locate a flow you want to edit.
4. In the last column, click the ellipses icon , then click Manage Entry Point.
5. Add or remove entry points:
   • To add, click Add Entry Point, select the Facebook Business Page to add as entry points, then click Add.
   • To remove, click the close icon next to the entry ID.
6. Click Save.

How to add or edit WhatsApp entry points using the Flows page

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Flows.
3. Locate a flow you want to edit.
4. In the last column, click the ellipses icon , then click Manage Entry Point.
5. Add or remove entry points:
   • To add, click Add Entry Point, select the WhatsApp number to add as entry points, then click Add.
   • To remove, click the close icon next to the entry ID.
6. 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.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Flows.
3. Create a new flow or edit an existing flow.
4. Select the Start widget.
5. In the Settings tab, click Manage Entry Point.
6. Add or remove entry points:
   • To add, click Add Entry Point, select the phone numbers or entry IDs to add as entry points, then click Save.
   • To remove, click the close icon next to the phone number or entry ID.
7. Click Save.