Managing Zoom Contact Center queues


Zoom Contact Center admins can create queues and add queue members. Queues determine the agents that calls are routed to. Queues also link to an existing routing profile to determine how calls are routed. After creating a queue, you can change queue settings.

This article covers:

Prerequisites for managing queues

How to create a queue

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Queues.
  3. Click Add.
  4. Enter the following information:
    • Name: Enter a display name to help identify the queue.
    • Description (Optional): Enter a description for the queue.
    • Channel: Select the channel type for the queue. This corresponds to the flow channel and trigger type.
      • Voice
      • Video
      • Messaging: Corresponds to the messaging channel, which consists of:
      • Email
    • Agents: Click Add to add agents as queue members.
  5. Click Save.
    The web portal will redirect you to the queue's settings.

How to edit or delete an existing queue

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Queues.
  3. Locate the queue you want to edit or delete.
  4. In the last column, click the ellipses icon , then click one of these options:
    • Edit: Change the queue’s settings.
    • Delete: Delete the queue.
      Note: To delete several queues at once, select the check boxes beside the Name column, then click Remove at the top of the table.

How to migrate to the messaging queue

We are excited to inform you of our launch of Messaging Queue! Account owners and admins can now create queues with the messaging channel type to consolidate all messaging engagements, like SMS, web chat, and in-app chat, to the same group of agents within a queue.

All Zoom customers utilizing SMS/Chat Queues will need to migrate to Messaging Queues prior to February 23rd, 2024. On and after February 23rd, Zoom will only support the new and enhanced Messaging Queue. Zoom will automatically migrate customers who do not take action themselves on February 23. Though we don’t expect any negative impact from when we automatically migrate your queues on February 23rd, we suggest you manually review and migrate at your earliest convenience by taking the following steps:

Option 1: Create a brand new messaging queue

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management Queues.
  3. Click Add.
  4. Enter the following information:
    • Name: Enter a display name to help identify the queue.
    • Description (Optional): Enter a description for the queue.
    • Channel: Select ‘Messaging’ channel type for the queue
    • Agents: Click Add to add agents as queue members.
  5. Click Save.The web portal will then redirect you to the queue's settings.

Note that this new queue can now be used for any SMS or Chat (both Web and In-App) flows.

Option 2: Switch existing SMS, chat (web or in-app) queues to messaging queue

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management Queues.
  3. Use the Channel filter to select SMS, Chat (Web), or Chat (In-App) and click Apply.
  4. Click the display name of the queue you want to transition into a Messaging Queue.
  5. Navigate to the Inbound Queue Preferences section.
  6. Select the Channel setting and change it to Messaging.
  7. Click Save.

Note that if an existing SMS or Chat (Web or In-App) flow is routing engagements to this specific queue, it will continue to do so. No changes will be required for the flow.