Managing Waiting Rooms for Zoom Contact Center

Admins can create and edit waiting rooms. Waiting Rooms provide inbound video engagements with a media-rich waiting experience while waiting for an agent. For example, you can display your company’s logo and specify a description so that consumers are aware that an agent will be connected shortly. After creating a Waiting Room, you can change its settings.

This article covers:

• How to add a Waiting Room
• How to edit or duplicate a Waiting Room

Prerequisites for managing Waiting Rooms

• Account owner or admin privileges
• Pro, Business, or Education account
• Zoom Contact Center license

How to add a Waiting Room

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Waiting Room.
3. Click Add.
4. Specify the following information:
   • Name: Enter a display name to help identify the Waiting Room.
   • Description (Optional): Enter an internal description for the Waiting Room.
5. Click Save.
   The new waiting room will be added to the Waiting Room page.
6. (Optional) Click the display name of the new Waiting Room to change its settings.

How to edit or duplicate a Waiting Room

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Waiting Room.
3. In the last column, click the ellipses icon , then click one of these options:
   • Edit: Change the Waiting Room’s settings.
   • Customize: Change the Waiting Room’s customization settings.
   • Duplicate: Duplicate the Waiting Room’s settings in a new Waiting Room. You will be prompted to enter a new display name and description.
   • Delete: Permanently delete the Waiting Room. Any flows associated with this Waiting Room will use the default Waiting Room view.
     Note: To delete several Waiting Rooms at once, select the check boxes beside the Name column, then click Deleted Selected at the top of the table.