Zoom Contact Center admins, supervisors, and agents can manage inbox messages using the Zoom desktop client 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.

This article covers:

• How to view inbox messages
  
  • Desktop client
  • Web portal
• Information available in the inbox list
• How to assign or resolve inbox messages
  • Desktop client
  • Web portal
• How to delete inbox messages
  
  • Desktop client
  • Web portal
• How to recover recently-deleted inbox messages
  • Desktop client
  • Web portal

Prerequisites for managing inbox messages

• Zoom desktop client for Windows or macOS, 5.9.3 or higher for viewing messages using the Zoom desktop client
• Pro, Business, or Education account
• Zoom Contact Center license
• Access to one of 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 client

1. Sign in to the Zoom desktop client.
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 client or web portal, you will see the following information:

• Blue dot icon: Displays if the voicemail hasn't been played or assigned.
• Inbound ID: The caller ID number of the caller that left the 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.
• Duration: The duration of the voicemail message in minutes and seconds (mm:ss).
  • Play icon: Play the voicemail message.
• Created On: The date and timestamp that the message was left.
• Status: The current status of the voicemail message. In most cases, this will be Normal. You will see the following statuses if you have the ability to assign voicemails.
  Note: If your admin enabled soft deletion, and you're viewing recently deleted voicemails, messages will have the Recently Deleted status.
  
  • 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.
• Ellipses icon :
  • Assign
  • Mark as New: Change the status to New and apply the unread indicator. This option is only available if the Status is Open.
  • Resolve
  • Delete

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.

Desktop client

1. Sign in to the Zoom desktop client.
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.
5. Click the ellipses icon , then click one of these options:
   • Assign: Assign the inbox message to yourself or another agent that has access to the inbox. Select a user, then click Assign.
     Note: 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.
   • Resolve: Mark the message as Resolved for tracking purposes. If the message is not assigned, you will be assigned to it.

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.
4. Click the ellipses icon , then click one of these options:
   • Assign: Assign the inbox message to yourself or another agent that has access to the inbox. Select a user, then click Assign.
     Note: 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.
   • Resolve: Mark the message as Resolved for tracking purposes. If the message is not assigned, you will be assigned to it

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 client

1. Sign in to the Zoom desktop client.
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 client

1. Sign in to the Zoom desktop client.
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.