Changing Zoom Contact Center inbox settings

After creating an inbox, admins can change inbox settings like granting users access to the inbox or auto deleting inbox messages after a specified number of days.

Requirements for changing inbox settings

Table of Contents

How to access inbox settings

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Inbox.
  3. Click the display name of the inbox to edit.

Inbox settings

Settings section

Storage section

Policy section

How to allow access to an inbox

Allow queues to access an inbox

You can grant queues access to the inbox. This means that all supervisors and members of the queue will be given access to the inbox.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Inbox.
  3. Click the display name of the inbox to edit.
  4. In the Access section, click Add or View or Edit.
  5. Click the Queues tab. 
  6. Click Add Queue.
  7. Select the queues to add, then click Save.

Allow specific users to access an inbox

You can also allow specific Zoom Contact Center users access to the inbox. Users with access to an inbox can play, download, or delete messages in the voicemail or videomail inbox. Giving access to users also allows other agents to transfer voice calls to the associated inboxes if the user is not in the Ready status.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Inbox.
  3. Click the display name of the inbox to edit.
  4. In the Access section, click Add or View or Edit.
  5. Click the Members tab.
  6. Click Add Members.
  7. Select the users to add, then click Save.

Allow teams to access an inbox

You can allow teams to access an inbox, granting all team members the ability to view and manage the inbox.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Inbox.
  3. Click the display name of the inbox to edit.
  4. In the Access section, click Add or View or Edit.
  5. Click the Teams tab.
  6. Click Add Teams.
  7. Select the teams to add, then click Save.