Managing the Zoom Contact Center asset library

Contact center admins can add content to the asset library. The asset library allows you to upload images, video, and audio for use in other Zoom Contact Center features. For example, you can upload an audio greeting and assign it a Send Media widget so that it plays before routing to a voicemail inbox.

If you're near or at your cloud storage limit, see recommendations on managing Zoom Contact Center cloud storage usage.

Requirements for managing the asset library

• Pro, Business, or Education account
• Account owner or admin privileges; or relevant role/privilege
• Zoom Contact Center license
• Assets added to the asset library must 2MB or lower.
  Note: To increase this maximum to 10MB, submit a request to Zoom Support.

How to view the asset library

1. Sign in to the Zoom web portal as an admin or another role with the privilege to edit asset library settings.
2. In the navigation menu, click Contact Center Management then Asset Library.
   You will see the following information:
   
   • Name: The internal display name of the asset.
   • Description: The internal description of the asset.
   • Modified by: The display name of the last user to modify the asset.
   • Last Modified: The associated date and time that the asset was last edited.
   • Used in: The queues, flows, inboxes, preferences, or Waiting Rooms the asset is currently used in.
   • Languages (only applies to audio assets): The languages assigned to audio files. Each audio asset can contain multiple audio files for different languages. You can set the engagement language to play corresponding audio file for consumers.

How to add or edit assets

1. Sign in to the Zoom web portal as an admin or another role with the privilege to edit asset library settings.
2. In the navigation menu, click Contact Center Management then Asset Library.
3. Click Add Asset.
4. Specify the following:
   • Name: Enter an internal display name for the asset.
   • Description (Optional): Enter an internal description for the asset.
5. Select the asset type from the dropdown menu:
   • Audio
   • Email
   • Image
   • Script
   • Slides
   • Text
   • Video

Add or edit an audio

Text-to-speech audio

You can add or text audio by entering text to be converted to audio. Various languages are supported.

Note: Each text-to-speech audio asset can only contain one language. Add or edit audio files to have multiple languages in one audio asset; then you can set the engagement language to play corresponding audio file for consumers.

1. Select the Audio asset type.
   To edit an existing asset, locate a text-to-speech audio asset, click the ellipses icon in the last column, then click Edit.
2. (Optional) Select a category for your audio asset.
3. Enter a filename.
4. Select the language of the file.
5. Click the Text to speech tab.
6. Specify the following:
   • Select a voice: Select a language and voice for the text-to-speech engine.
   • Message to Play: Enter text to convert to speech. Click Play to play the audio.
7. Click Save.
   If you're updating an asset that's already in use, you will see a pop-up notification that lists where the asset is used. Click Save to confirm the update.

Audio file

You can upload an existing audio file from your computer.

Note: Each audio asset can contain multiple audio files for different languages. You can set the engagement language to play corresponding audio file for consumers.

1. Select the Audio asset type.
   To edit an existing asset, locate an uploaded audio asset, click the ellipses icon in the last column, then click Edit.
2. (Optional) Select a category for your audio asset.
3. Enter a filename.
4. Select the language of the file.
5. Click the Upload tab.
6. Click Upload and select the audio file to upload. If editing an existing audio asset, click Reupload to upload a new file.
7. Click Save.
   If you're updating an asset that's already in use, you will see a pop-up notification that lists where the asset is used. Click Save to confirm the update.

Audio file recorded from your web browser

You can use your computer’s microphone to record audio then add it to the asset library.

Note: Each audio asset can contain multiple audio files for different languages. You can set the engagement language to play corresponding audio file for consumers.

1. Select the Audio asset type.
   To edit an existing asset, locate a computer-recorded audio asset, click the ellipses icon in the last column, then click Edit.
2. (Optional) Select a category for your audio asset.
3. Enter a filename.
4. Select the language of the file.
5. Click the Record by Computer tab.
   Note: You will be prompted by your browser to allow Zoom to record audio, accept/allow the request to continue.
6. Use these options to control the recording:
   • Click red record icon to start recording audio.
   • Click the pause icon to pause the recording.
   • Click the stop icon to stop and save recording.
7. Click one of these options after recording (optional):
   • Play icon : Play the audio you recorded.
   • Record Again: Rerecord if you are not happy with the result.
8. Click Save.
   If you're updating an asset that's already in use, you will see a pop-up notification that lists where the asset is used. Click Save to confirm the update.

Add or edit an email

1. Select the Email asset type.
   To edit an existing asset, locate a email asset, click the ellipses icon in the last column, then click Edit.
2. (Optional) Select a category for your email asset.
3. Enter a filename.
4. Select the language of the file.
5. (Optional) Enter an email subject.
6. Enter your message in the message box.
   • (Optional) At the top of the message box, use the formatting and layout options for your email message.
   • (Optional) At the bottom, use the icons to upload files, insert emojis, or upload images.
   • (Optional) Click the drop-down menu at the top right of the message box to include dynamic fields. These fields personalize the email by dynamically inserting information such as:
     • Display name: The recipient's display name.
     • First name: The recipient's first name.
     • Last name: The recipient's last name.
     • Unsubscribe link: A link for recipients to opt out of receiving emails.
7. Click Save.
   If you're updating an asset that's already in use, you will see a pop-up notification that lists where the asset is used. Click Save to confirm the update.
   Note: You can also create a system email template asset in another language by editing the email asset. Simply click Add Email and select the additional language. These email templates can be used in the Send Media widget.

Add or edit an image

1. Select the Image asset type.
   To edit an existing asset, locate a image asset, click the ellipses icon in the last column, then click Edit.
2. (Optional) Select a category for your image asset.
3. Enter a filename.
4. Select the language of the file.
5. If adding a new image, click Upload and select the image.
6. If editing an existing image, click Reupload to change the image.
7. Click Save.
   If you're updating an asset that's already in use, you will see a pop-up notification that lists where the asset is used. Click Save to confirm the update.

Add or edit a script

1. Select the Script asset type.
   To edit an existing asset, locate a script asset, click the ellipses icon in the last column, then click Edit.
2. (Optional) Select a category for your script asset.
3. If adding a new script, click Upload and select the script file. The file must be less than 10MB.
4. If editing an existing script, click Reupload to change the script file.
5. Click Save.
   If you're updating an asset that's already in use, you will see a pop-up notification that lists where the asset is used. Click Save to confirm the update.

Add or edit slides

Slides are PDFs that can contain a series of pages or slides to display to consumers. Consumers will be able to moved to the next/previous slide when slides are displayed during an engagement.

1. Select the Slides asset type.
   To edit an existing asset, locate a slides asset, click the ellipses icon in the last column, then click Edit.
2. (Optional) Select a category for your slides asset.
3. Enter a filename.
4. Select the language of the file.
5. If adding a new slides, click Upload and select the PDF.
6. If editing an existing slides, click Reupload to change the PDF.
7. Click Save.
   If you're updating an asset that's already in use, you will see a pop-up notification that lists where the asset is used. Click Save to confirm the update.

Add or edit a text

1. Select the Text asset type.
   To edit an existing asset, locate a text asset, click the ellipses icon in the last column, then click Edit.
2. (Optional) Select a category for your text asset.
3. Select the language of the file.
4. To enter a new text, click Add Text and type your message in the message box. Use the formatting and layout options at the top for your text message.
5. To upload a text file, click Upload and select the text file.
6. Click Save.
   If you're updating an asset that's already in use, you will see a pop-up notification that lists where the asset is used. Click Save to confirm the update.

Add or edit a video

1. Select the Video asset type.
   To edit an existing asset, locate a video asset, click the ellipses icon in the last column, then clickEdit.
2. (Optional) Select a category for your video asset.
3. Enter a filename.
4. Select the language of the file.
5. If adding a new video, click Upload and select the video.
6. If editing an existing video, click Reupload to change the video.
7. Click Save.
   If you're updating an asset that's already in use, you will see a pop-up notification that lists where the asset is used. Click Save to confirm the update.

How to archive assets

You can archive assets to move them an Archived state, where you can restore them to the asset library for up to 30 days. Archived assets will be permanently deleted after 30 days.

Note: You can't archive assets that are currently in use. When attempting to delete, you will see a pop-up notification that lists where the asset is used.

1. Sign in to the Zoom web portal as an admin or another role with the privilege to edit asset library settings.
2. In the navigation menu, click Contact Center Management then Asset Library.
3. Follow one of these methods to delete:
   • To archive multiple assets at a time, select the check boxes to select assets, then click Archive at the top of the table.
   • To archive a single asset, click the ellipses icon in the last column, then click Archive.

How to restore or permanently delete assets

You can permanently delete assets that have been archived.

1. Sign in to the Zoom web portal as an admin or another role with the privilege to edit asset library settings.
2. In the navigation menu, click Contact Center Management then Asset Library.
3. Click the Archive tab.
4. Follow one of these methods to delete:
   • To restore or delete multiple assets at a time, select the check boxes to select assets, then click Restore to Library or Delete Permanently at the top of the table.
   • To restore or delete a single asset, click the ellipses icon in the last column, then click Restore to Library or Delete Permanently.