Managing Zoom Contact Center inbox messages

Zoom Contact Center admins, supervisors, and agents can manage inbox messages using the Zoom desktop app or web portal. You can only manage inbox messages for inboxes you have access to. You can also assign inbox messages to another user that has access to the inbox, and change the status to Resolved for tracking purposes.

Zoom Contact Center admins can manage inboxes and grant inbox access to other contact center users so they can play, download, or delete inbox messages. If you're near or at your cloud storage limit, see recommendations on managing Zoom Contact Center cloud storage usage.

Requirements for managing inbox messages

• Pro, Business, or Education account
• Zoom desktop app for Windows or macOS: Global minimum version or higher
• Zoom Contact Center license
• Access to one or more inboxes
• Assign voicemail to others privilege is required for assigning messages to others

Note: You can only view and manage inbox messages for inboxes you have access to. Contact your Zoom Contact Center admin to get access to inboxes.

How to view inbox messages

Desktop app

1. Sign in to the Zoom desktop app.
2. Click the Contact Center tab.
3. In the left-side navigation menu, click Inbox.
4. (Optional) Click the Assigned to Me tab to only view voicemails assigned to you.
   You will see information for each message.

Web portal

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center then Inbox.
3. (Optional) Click the Assigned to Me tab to only view voicemails assigned to you.
   You will see information for each message.

Information available in the inbox list

When viewing the list of inbox messages in the Zoom desktop app or web portal, you will see the following information:

• Blue dot icon: Displays if the voicemail hasn't been played or assigned.
• From: The caller ID number of the caller that left the message.
• Date and time: The date and timestamp that the message was left.
• Type: Specifies the category of the message, such voicemail or videomail.
• Recording: The duration of the voicemail message in minutes and seconds (mm:ss).
  • Play icon: Play the voicemail message.
• Inbox: The display name of the inbox.
• Queue: The associated queue that the caller was routed through.
• Flow: The associated flow that the caller was routed through.
• Status: The current status of the voicemail message.
  
  • New: Agents with access to the inbox haven't played or assigned the message.
  • Open: The message follows one of these two scenarios.
    • An agent with access to the inbox played the message.
    • An agent with access to the inbox assigned it, but it's pending resolution.
  • Resolved: An agent with access to the inbox marked the message as resolved.
• Assigned to: Shows the name of the user to whom the voicemail was assigned. If a person who is different from the assignee marks the voicemail as resolved, the Assigned to column will be updated to the name of the person who resolves the voicemail.
• Ellipses icon :
  • Assign
  • Mark as New: Change the status to New and apply the unread indicator.
  • Download Voicemail
  • Download Transcript
  • Download All
  • Resolve
  • Delete

• Inbox badge

  • Unread voicemail badge : A red label next to the inbox icon indicating that a voicemail has been received but has not yet been read by any user.

  • Unresolved voicemail badge : A gray label next to the Assigned to Me tab showing the number of voicemails that have been read but have not yet been marked as resolved. It will also appear next to the inbox icon if there is no unread voicemail.

How to assign or resolve inbox messages

If enabled by your admin, you can assign inbox messages to yourself or another user that has access to the associated inbox. All agents can resolve messages to apply the Resolved status label for tracking purposes. For example, as a method to indicate that the voicemail has been played and follow-up action was taken.

Account owners and admins can also automatically assign voicemails and set up notifications to be sent to clients if a voicemail remains unresolved for a specified period.

Desktop app

1. Sign in to the Zoom desktop app.
2. Click the Contact Center tab.
3. In the left-side navigation menu, click Inbox.
4. To the right of the voicemail you want to assign, click the ellipses icon then click Assign to assign the inbox message to yourself or another agent that has access to the inbox.
   Note: Assign voicemail to others privilege is required for assigning messages to others.
5. Select a user, then click Assign.
   You will be able to filter the users by queue, team, and skills.
6. (Optional) To assign several messages at once, select the check boxes, click Assign selected at the top of the table, select the agent, then click Assign.
   Once assigned, the voicemail status will change from New to Open.
7. Click the Assigned to Me tab to only view voicemails assigned to you.
   You will see information for each message.
8. To the right of the newly-assigned voicemail, click the ellipses icon then select one of the following options:
   • Reassign: Assign the voicemail to another person. Once reassigned, the voicemail will disappear from the Assigned to Me tab.
   • Download Voicemail
   • Download Transcript
   • Download All
   • Resolve: Mark the message as resolved for tracking purposes. You can also mark the assigned voicemail as resolved by playing the recording in the Recording list and then clicking the Resolve button.

Web portal

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center then Inbox.
3. To the right of the voicemail you want to assign, click the ellipses icon then click Assign to assign the inbox message to yourself or another agent that has access to the inbox.
   Note: Assign voicemail to others privilege is required for assigning messages to others.
4. Select a user, then click Assign.
   You will be able to filter the users by queue, team, and skills.
5. (Optional) To assign several messages at once, select the check boxes, click Assign selected at the top of the table, select the agent, then click Assign.
   Once assigned, the voicemail status will change from New to Open.
6. Click the Assigned to Me tab to only view voicemails assigned to you.
   You will see information for each message.
7. To the right of the newly-assigned voicemail, click the ellipses icon then select one of the following options:
   • Reassign: Assign the voicemail to another person. Once reassigned, the voicemail will disappear from the Assigned to Me tab.
   • Download Voicemail
   • Download Transcript
   • Download All
   • Resolve: Mark the message as resolved for tracking purposes. You can also mark the assigned voicemail as resolved by playing the recording in the Recording list and then clicking the Resolve button.

How to delete inbox messages

Note: If the Zoom Contact Center admin disabled soft delete in the inbox's settings, the message will be permanently deleted. If the admin enabled soft delete, the message will move to Recently Deleted where it can be recovered up to the number of days specified. After the specified number of days, the message will be permanently deleted.

Desktop app

1. Sign in to the Zoom desktop app.
2. Click the Contact Center tab.
3. In the left-side navigation menu, click Inbox.
4. (Optional) Click the Assigned to Me tab to only view voicemails assigned to you.
5. Click the ellipses icon then click Delete to delete the voicemail.
   Note: To delete several messages at once, click the check boxes beside the status column, then click Delete Selected at the top of the table.
6. Click Delete to confirm.

Web portal

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center.
3. Click the Inbox tab.
4. (Optional) Click the Assigned to Me tab to only view voicemails assigned to you.
5. Click the ellipses icon then click Delete to delete the voicemail.
   Note: To delete several messages at once, click the check boxes beside the status column, then click Delete Selected at the top of the table.
6. Click Delete to confirm.

How to recover recently-deleted inbox messages

If your Zoom Contact Center admin enabled soft deletion, you can recover recently-deleted inbox messages.

Desktop app

1. Sign in to the Zoom desktop app.
2. Click the Contact Center tab.
3. In the left-side navigation menu, click Inbox.
4. In the top-right corner, click Recently Deleted.
5. Locate the recording you want to recover, click the ellipses icon then click Recover.
6. Click Recover to confirm.
   The recording will be viewable in the main inbox page.

Web portal

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center.
3. Click the Inbox tab.
4. In the top-right corner, click Recently Deleted.
5. Locate the recording you want to recover, click the ellipses icon then click Recover.
6. Click Recover to confirm.
   The recording will be viewable in the main inbox page.