Changes to existing features
- Changes to event duplication
Hosts can control the event duplication process by copying relevant parts of previously created events. They can select the parts of the event that they want to duplicate. - Move session visibility toggles to Event Configuration
The Presentation options are moved (from Edit Session Visibility ) to the Event Configuration section of the event creation setup. Additionally, the Edit Session Visibility panel in both the Event Detail Page and Lobby Agenda tabs only shows the session visibility options since the presentation options were moved. The default settings are based on each session having different content. Previously, hosts edited their recurring sessions event's presentation for each session using the Sessions Visibility panel in the Event Detail Page tab and the Lobby Agenda card (from the Lobby tab). - Default rule change for event access
The registration link is the default link and standard behavior for all events. Single-session and recurring sessions events will no longer default to group join links.
New and enhanced features
- Admin features
- Enable Zoom Sessions with Zoom One
Account owners and admins can control access to the Zoom Sessions license to users in their account when the Zoom One bundle is assigned. When admins enable access to the Zoom Sessions license within the Zoom One bundle, users with a Zoom One license automatically have access to Zoom Sessions, and users assigned an individual Zoom Sessions license can still use Zoom Sessions. When an admin disables access to Zoom Sessions within Zoom One, users with Zoom One licenses cannot use Zoom Sessions. After 7 days, their Zoom Sessions hub assets will be deleted and cannot be recovered.
- Analytics features
- Add session reservation data to Analytics reports
The Reserved data point will be added to all Analytics reports that include the Bookmarked data point. The Is Session Reserved column will display the data as Yes or No. Hosts can view whether attendees reserved or didn't reserve the session.
- Host features
- Session reservation system
Hosts can control session capacity and set a maximum capacity for specific sessions. Attendees are notified when the session has 3 or fewer spots remaining. If an attendee unreserved their spot for a session, the session will reopen until it reaches maximum capacity again. - Manually check attendees in
Hosts can manually update check-in statuses. On the Manage Registrants page, hosts can access attendees' detail cards and use the Check In button to manually mark attendees as checked in. Hosts cannot undo the check-in for users. This setting is for an event-level check-in. - Enhancements to exclude specific tickets from certain email templates
In the Emails tab of the event creation setup, hosts can select different ticket types and add them to the Email Exclude List . This excludes the selected ticket types from certain email templates. Attendees assigned those excluded tickets will not be sent the respective email template. The email template will continue to be sent normally to qualifying tickets that are not part of the exclude list. This feature has been implemented for the Recordings are Available email template that uses Email Builder.
- Attendee features
- Enhancements to the Zoom Events Companion app
There are several enhancements to improve the experience of using the Zoom Events Companion app. An attendee-type filter has been added on the event detail page to filter by virtual, hybrid, and in-person attendees. The joining, host, and attendee experience on mobile devices is improved for consistency and clarity. Additionally, users can join virtual sessions from the lobby when using companion mode. - Support interpreter audio and video in companion mode
Attendees, who are using companion mode, can listen to language interpretation audio on the Zoom Events Companion app while being in-person at the event. - Post-event surveys in the Zoom Events Companion app
When a host has set up a post-event survey for their event, attendees will receive an in-app notification for the post-event survey. Attendees can complete the survey on the Zoom Events Companion mobile app. - Enhancements to the On-Site section's Check-In tab
There are several enhancements to improve the user's on-site experience and clarify the on-site setup and requirements.
- Event setup features
- Duplicate registration and join links
Hosts can duplicate the registration and join links from a previous event. They can edit those links after the duplication action has been completed. When the registration and group join links are duplicated, all registration and group join settings are duplicated as well.
Note: No registrant and attendee data will be duplicated. - View confirmation window when deleting registration and group join links
A confirmation window will appear when hosts delete their event's registration and group join links. Hosts must confirm or cancel their action in the confirmation window. - Training hub in Zoom Events
Users can access the training hub in Zoom Events. This hub provides information about Zoom Sessions and Zoom Events on an ongoing basis and provides on-demand viewing of past events as well. - Access geoblocking information and list in hub action in Dates & Links panel
Hosts can access the geoblocking information for registration links and event recordings in the Dates & Links panel. They can also enable or disable the Make This Event Visibile on Hub toggle in the panel. - Display session title, date, and time in Edit Session Visibility panel
When hosts edit session visibility in the Edit Session Visibility panel ( Event Detail Page tab) and the Lobby Agenda panel ( Lobby tab), the title, date, and time information is displayed for each session, distinguishing the event's unique sessions. - Send post-event survey email to attendees only
Hosts have visibility and control over the email notifications and communication of their Event Survey email. When the host's Zoom Event has ended, the Event Survey email will only be sent to participants who attended the host's Zoom Event. Previously, the Event Survey email was triggered for all participants who registered for the Zoom Event, even if they didn't attend.
- General features
- Enhancements to the Emails tab
The Emails page has been improved and reformatted, making it clearer for hosts to control email management and providing a foundation for more advanced email management. Additionally, event invitation emails, by default, are set to schedule or send manually. Hosts can use bulk actions for the main email management page and the Emails Sent page. - Retain all email settings and changes when an event is duplicated
When event organizers duplicate their events and select the Email checkbox, Email Builder emails will retain all customization and changes, including component, content, and styling changes. This feature supports the following Email Builder emails:
- Attendee Private Ticket Invitation
- Pre-registration Registration Invitation
- Free Ticket Confirmation
- Paid Ticket Confirmation
- Event Reminder
- Event Survey
- Recordings are available
- Shorten single-session and recurring sessions events join links
The single-session and recurring sessions events join links are shortened. When a join link is generated for Zoom Sessions events, all join links of all authentication methods are under 200 characters in length.
- Networking & Chat features
- Align Zoom Events chat emojis with Zoom Team Chat emojis
The emoji library in Zoom Events chat is aligned with the Zoom Team Chat emoji library, creating consistency across all chats in Zoom.
- Special role features
- Add host to the Special Roles tab
For all event types, the hub host role is added to the Special Role tab to display the host's special roles within the event. The host's card will display the Host role label. If a host is added as another special role in the event, the Special Role tab will be updated with all their permissions, and the host's user card will display the host permission as well as the other assigned special role permissions.
- Integration features
- Support for Salesforce integration in Zoom Events
Event organizers can sync their event registrants and attendees with Salesforce. When participants register for the event, they are automatically added as campaign members of the connected Salesforce campaign. The status of the leads is based on the event-level registration and attendance; registration is the event-level registration and attendance is if the lead attended any session at the event. The data generated from the Zoom Event can be captured and used for reporting and scoring, segmentation, and one-to-one follow-ups.
Note: This feature will not be immediately available, as it is dependent on a backend server update currently scheduled for September 25, 2023. - Create Pardot lists for session-level attendance
A session-level attendee list sync is supported in the Pardot integration. Each session of an event will appear and be mappable to a list in Pardot. In the Pardot configuration page, hosts can select the Generate session attendance lists checkbox. When this checkbox is enabled, Zoom Events will automatically create a new Pardot list for every session of the event that has attendees. Each list accurately reflects the attendees of the session, whether it is a meeting, a webinar, or hybrid and in-person sessions. - Sync an absentee list with Pardot
Event Hosts can select a pre-created Absentee list from Pardot which will be used for attendees who registered for the event but did not attend any sessions. In the Pardot integration in Zoom Events, the Absentee list is displayed beneath the Registration and Attendance lists. After an event has ended, registrants who did not attend any session will be added to the Absentee list. - Support custom match field in Marketo
Hosts can map another match field that can be used instead of the email field. Users can have multiple records of a lead in Marketo that share the same email address. Attendance and activity are matched into Marketo, and hosts can use the email field and another custom field that they select. Based on the selected map field, only the lead that has a corresponding email address and value in that field will be updated. If no lead exists with that match ID, the behavior of automatically creating a new lead with the mapped data from Zoom Events will continue. - Support bi-direction sync for multiple hubs in Marketo
Zoom Events supports the lead data and custom field mapping to sync between Marketo and Zoom Events if the user's Zoom account has multiple active hubs. Multiple hubs are supported equally. - Add pre-registered registrants to retroactive syncs in Eloqua, Marketo, and Pardot
Pre-registrations will return to users' marketing platforms retroactively. Registrants that come through the pre-registration flow (Zoom Events platform, API, or external integrations) are treated the same as the native Zoom form registrations in the retroactive sync. The following integrations will apply retroactive syncs of pre-registrations:
- Apply retroactive sync of pre-registrations to the Eloqua integration
- Contacts will be added to the registration feeder step
- Contacts will be added to the attendance feeder step
- Apply retroactive sync to the Pardot integration
- Prospects will be added to the registration list
- Prospects will be added to the attendee list
- Sync registration or attendance with external activities
- Apply retroactive sync to the Marketo integration
- Leads will be added to the program (if not there already)
- If they attended update the status in the program to Attended
- Populate the custom object if not done so already
- Support integrations with the hybrid attendance type
Users create events that use a hybrid format or the Other session type to reflect in-person attendance. The Pardot, Marketo, and Eloqua integrations support the hybrid session type for registration and attendance sync. - Include additional registration data to HubSpot sync
Event organizers can map all registration fields (system and custom) and allow them to flow into HubSpot automatically through the integration. All registration data will flow from the Zoom registration form to a HubSpot contact who registers for an event. - Sync user's session-level engagement data in Salesforce custom object
Event organizers can sync their attendees' in-session engagement to their sales teams and use the data for reporting and scoring, segmentation, and one-to-one follow-ups.
Note: This feature will not be immediately available, as it is dependent on a backend server update currently scheduled for September 25, 2023. - External marketing registrations are guest join by default
External registrations use guest join authentication by default. If a registration is from an external marketing form or workflow, the registrant will be granted guest join authentication automatically. Previously, external registration used Zoom authentication.
- Developer features
- Reporting API - Chat Transcripts
The Zoom Events Reporting API will return non-private chats by default. If the Zoom Events chat archiving feature is enabled for the account, then the API will return all private chats. Users can save and download chat transcripts.
- Zoom Sessions features
- Add email reminders at the session level
In the Emails tab, hosts can use the Event Reminder email to send emails before the start of each session (at the session level) in a recurring sessions event. Previously, email reminders were only sent at the event level. - Display more detailed information at the session level on event detail page
Event detail pages for recurring sessions events display more detailed information on when the next session will start, when a session (and not an event) is in progress, and when all sessions within a series have ended. Previously, the start date/time and the In Progress tab on the event details page were only based on the entire event's start date/time and not individual sessions.
Resolved issues
- Resolved an issue where co-editors who were not licensed could only access their events from their notification emails rather than the Events Portal.
- Resolved an issue when an account owner or admin reassigned a license to a user and saw the message about transferring hub assets for users who have never used Zoom Events and haven’t created any assets.
- Resolved an issue where the Free label would appear on an event on the hub listing when the Free toggle was disabled in the event's creation setup.
- Resolved an issue where the event's lobby and registration were open after the event dates had passed and after it had been sold out.
- Resolved an issue where the edit panel doesn't close when a user modifies all sessions in a recurring sessions event and clicks Save.
- Resolved an issue where the Register button is active even though no additional sessions are available for users to register.
Note: The Receive a Zoom Room join code from group join links, Use Zoom Meeting code to join event sessions on Zoom Rooms, Automatically sign users out after a specified time, Enhancements to the Custom Report Builder's data filters, and Compose with Zoom AI Companion for Zoom Events chat features have been pulled from release due to issues with deployment and will be available in another upcoming release.
New and enhanced features
- Admin features
- Restrict workspace reservation based on frequency and meeting duration
Account owners and admins can set restrictions and limit how often users can book spaces, based on frequency or time. - Manage default status of Workspace Reservation calendar events
Account owners and admins can enable or disable the option to allow users to control the default free/busy setting of calendar events created by Workspace Reservation or during the booking process. When this setting is set to free, the calendar events created by Workspace Reservation are also set to free; when this setting is set to busy, the calendar events are set to busy. - Display workspace name on map for all users
Account owners and admins can configure the option for workspaces to permit the workspace name to be visible to all users on the floor map, even if the ability to book the workspace is restricted. This option is visible when editing, adding, and selecting a workspace on the floor map. This setting is disabled by default. - Reserve workspaces only in-person
Account owners and admins can create desks that can only be booked by scanning a QR code at the workspace in person on the Zoom web portal or on a Workspace Reservation device. Admins and users can only view these in-person desks on the floor map. - Workspace Dashboard and CSV enhancements
Account owners and admins can view workspace data for up to 6 months in the past. Additionally, the source of the reservation has been added to the Workspace Usage CSV. - Create and manage neighborhoods
Account owners and admins can create neighborhoods that allow access to specific workspaces to specific groups or individuals with custom time rules. Account owners and admins can set days/times for the assigned reservation to be active and set the timezone.
- Developer features
- Workspace Reservation API for creation, updating, and deletion
The Open REST API for Workspaces provides a webhook that account owners and admins can receive when a workspace is created, updated, or deleted.
- Device features
- Support for Logi Dock Flex (generally available)
Account owners or admins can add and configure the docking station with a screen, Logi Dock Flex, using Zoom Device Management (ZDM). This allows users to check in to workspaces by plugging their computer into the docking station. Additionally, the docking station’s display is set up as a scheduling display for Workspace Reservation. - Support for Zoom Device Management for Workspace Hardware
Account owners and admins can manage their hardware for Workspace Reservation through Zoom Device Management (ZDM) on the Zoom web portal. They can import device information from a CSV file and transfer data to ZDM on the web portal. Device info will be displayed in Workspace Management's ZDM.
- General features
- User features
- Scan QR code to reserve space, check out or extend a reservation
An updated QR code is available for admins to print. When used, users can reserve an available desk, extend their reservation or check out. - Enhancements to calendar notifications for desk/room reservations
Calendar notifications for workspace reservations provide more useful information and actions. Users can view the desk name in the calendar event location, see an informative message about their workspace reservation in the calendar event body, and check in to/check out of their workspace reservation from the calendar event (if remote check-in is enabled). Users can click the link in the calendar event that will direct them to the Zoom app or Zoom web, allowing them to view, edit, delete, or create a workspace reservation.
Resolved issues
- Minor bug fixes
- Security enhancements
Changes to existing features
- Support for multiple ELIN with Local Survivability
Admins can now configure multiple ELIN numbers to a Survivability instance. This allows ELIN numbers associated with different locations to be assigned to a single ZPLS-enabled site. Admins can also define an outbound caller ID with a BYOC number that will be used by users when making an outbound call in Survivability mode. This outbound caller ID will also be used by extension only users who will be allowed to make calls during Survivability mode. Submit a request to Zoom Support to enable ZPLS ELIN Pool and ZPLS Outbound Caller ID for your account.
Resolved issues
- Minor bug fixes
- Security enhancements
New and enhanced features
- Admin features
- Interrupt while waiting in voice queue
Account owners and admins can provide menu-based options that enable consumers to interrupt the voice queue media and leave voicemail, request a callback, return to the beginning of the flow, or redirect to a new flow. - Messaging channel for queues
Account owners and admins can create queues in the Messaging channel to consolidate all messaging engagements, like SMS, web chat, and in-app chat, to a group of agents. - Multilingual assets
Account owners and admins can create and use multilingual assets for flows. This feature simplifies the process by allowing admins to create a single asset that includes variations for each language. Previously, admins had to manage multiple files separately. - Text assets
Account owners and admins can create and use text-based content in Flows and Quick Replies. Admins can add, modify, and delete text assets with formatting capabilities, and also upload text content from their local machines. Additionally, multilingual text assets are supported, allowing admins to create text assets for each language supported by Zoom Contact Center. The system will ensure language-specific asset selection based on global system settings. - Enhanced reporting for messaging apps
To accommodate the introduction of messaging via various apps, Zoom Contact Center has enhanced its reporting capabilities. The reporting aligns with a common framework of channel types, channels, and sources. Account owners and admins can view, sort, and filter engagements by messaging app channels, allowing them to identify and understand the origin of engagements. Additionally, the reporting includes detailed information about active engagements and agent metrics associated with messaging apps. - Pass consumer website data
Account owners and admins can define specific consumer data to be pulled from the brand's website so that it can be stored in a custom variable and displayed to agents. - Language for campaigns
Campaign management has been enhanced to allow automatic language detection based on the consumer's browser language or manual language configuration for each individual campaign. This feature aims to improve engagement by providing a personalized and language-specific experience for consumers. It also allows a single campaign that can support multiple languages. - Mutli-language video prompts
Zoom Contact Center's default text-based prompts (for video) are available in multiple languages, with the relevant language being displayed based on the engagement language system variable. - Select camera, speaker and mic
While in a video engagement, agents and consumers can select the specific camera, speaker and microphone they want to use. - Video waiting room drop-in
Supervisors can drop in to the video waiting room to video chat with a consumer that is waiting. This allows supervisors to assist the consumer that is waiting for an agent. Account owners and admins can customize which roles have access to drop-ins. They can also view the number of drop-ins. - Outbound calls using Zoom Phone numbers
Account owners and admins can specify Zoom Phone numbers in the same account to use for making outbound calls from Zoom Contact Center. This feature is limited to US and Canada Native Virtual and Toll Free numbers. Agents will be able to select one of the specified Zoom Phone numbers as the caller ID when placing an outbound voice call. - Notification of emergency calling unavailability
When supervisors or agents attempt to place an emergency call, they will see a notification that informs them that emergency calls cannot be made. - Enhancement to Condition widget
When an admin uses the Get Queue Data feature in the Condition widget, the count returned for Ready, Not Ready, Offline, Occupied is for agents opted-in for the selected queue. - Enhancements to Zoom Contact Center surveys
Account owners and admins can link surveys to messaging and video queues. After the engagement is complete, consumers will be redirected to the survey web form. Admins can customize the survey design using the Zoom Survey web portal interface, and specify rating scale, single choice, and long answer questions. They can also link the surveys to web chat, in-app chat and SMS flows. This feature must be enabled by Zoom. - Debug support for event scripts
Account owners and admins can enable debug for engagement-based scripts. When an engagement event script runs, the debugs will be logged in the debug panel, similar to other flow components like the Script widget.
- Agent and consumer features
- Enhancement to inbound notifications for voice channel
Agents using a Zoom Contact Center integration for a third-party platform will only see incoming engagement notifications for the voice channel in the Zoom Contact Center integration, instead of seeing duplicate notifications in the integration and Zoom desktop client. Agents will receive notifications in the Zoom desktop client only if they are not actively using an integration. In the future releases, this feature will support other channels such as video, web chat, and SMS. - Web chat support for CRM integrations (Salesforce,ServiceNow, Microsoft Dynamics 365, Zendesk)
Zoom Contact Center CRM integrations support the web chat channel, allowing contact center agents to provide chat interactions with their customers. Agents using these integrations will have a seamless interface to view and manage chat engagements with customers. Agents can see matching customer records screen pop as soon as they accept a web chat engagement based on the configuration settings on the Zoom admin portal, and after the chat is completed, they will be presented with the post engagement screen, where they can take notes, enter disposition codes, and have the Relate to field automatically populated with the interaction record. Agents can also update chat engagements to voice or video, and view notifications if the supervisor is monitoring the engagement (listen, whisper, barge, or takeover). Please note that for ServiceNow Integration, a new version (2.2.0) of the integration package will be released in the ServiceNow Store. As a result, customers using ServiceNow Integration need to install the new package from ServiceNow store to use web chat channel. For Salesforce Integration, a new version (1.12.0) of the integration package will be released in the Salesforce Appexchange. As a result, customers using Salesforce Integration need to install the new package to use web chat channel. The feature must be enabled by Zoom. Contact Zoom Support to enable the Web Chat feature for your account. - Enhanced UI for kiosk portrait mode
When viewing a Zoom Contact Center configured kiosk in portrait, consumers will see a portrait-optimized UI for the video waiting room and video call experience. - Enhancements to PWA client
The Zoom Contact Center PWA is adding support for the following features:
- UI enhancements to video experience
The performance and layout of the video display in video engagements has been enhanced. Agents and consumers can also set the video layout to speaker or gallery view, and hide their own self-view video. - Enhancement to engagement language
When joining a video engagement, consumers can select a language for their engagement. The Zoom Contact Center UI will be localized to the selected language. Agents can also see the consumer's selected language. - Report issue to Zoom
Agents and consumers in a video engagement experiencing audio or video issues can report it to Zoom.
Resolved issues
Note: The Support for direct calls/transfers to Zoom Phone for for CRM integrations (Salesforce, ServiceNow, Microsoft Dynamics 365, Zendesk) feature has been pulled from the release due to issues with deployment, and will be available in another upcoming release.