Release notes for Zoom for Salesforce Lightning app

Note: This page covers the Zoom for Lightning Salesforce app. Releases without a version number are deployed in the backend and don't require an update to the Zoom for Lightning Salesforce app.


Upcoming release

May 19, 2025 version 2.26.0

New, enhanced, and changed features

TypeFeature titleDescriptionPlatforms
Contact Center Features
New or enhanced featureEnhancement to CTI connector window managementAgents can pop out the CTI connector from the Salesforce utility bar into a separate window. This feature works during all types of engagements except video, where agents can only pop out before or after the video engagement. The pop-up window can be moved across multiple monitors and interacted with alongside the main CRM window. Admins can enable this capability through a toggle button in the General settings under the Integrations tab. This enhancement improves agent efficiency by providing more flexibility in managing screen space during customer interactions.CTI connector
New or enhanced featureEnhancement to agent note display in SalesforceAgents can see their notes properly formatted when posting to Salesforce during calls or wrap-up periods. The system automatically adds spacing between the agent's name and their comments, eliminating the need for manual workarounds. The system implements consistent formatting that separates the agent's name from their comments with proper spacing and line breaks. Each note entry follows the structure "Agent Name: [Space] Agent Notes" with automatic line breaks between entries. This formatting applies to both single and multiple notes, including smart notes, making it easier to read and track communication history.CTI connector
Meeting & Webinar features
New or enhanced featureSend emails for instant Zoom Meetings started from SalesforceSalesforce sends a meeting invite email every time an instant Zoom meeting is started from Salesforce, ensuring consistent communication and better visibility for all participants. Previously, a meeting invite email was only sent out the first time an instant meeting was started from a specific contact record. Any subsequent instant meetings on the same record did not trigger additional invites, leading to potential confusion or missed meetings.Web portal
Revenue Accelerator features
New or enhanced featureEnhanced SFDC integration for 3P-recorded meetings with automated task/event creationThe Zoom Revenue Accelerator (ZRA) and Salesforce (SFDC) integration automatically creates task/event activities in SFDC for meetings recorded via third-party platforms (e.g., external Zoom, Microsoft Teams, Google Meet). ZRA exposes webhooks with metadata identifying 3P recorded meetings. The integration layer will use these events to create corresponding tasks/events in SFDC. The existing Conversation analysis complete webhook will be extended or updated to include this data. ZRA also shifts from directly pushing analysis to SFDC to using webhooks for syncing, supporting create, update, and delete operations. On the SFDC side, updates include adding ZRA scopes and webhook support to the Zoom Marketplace App, along with an OAuth flow for authorization and backend logic to handle new data flows. Previously, only a ZRA analysis object was synced, limiting visibility into meeting activity.Web portal

Resolved issues

DescriptionPlatforms
Resolved an issue where Zoom Webinar attendee Q&A/poll did not sync correctly after the version 2.24 upgrade. Under certain conditions, such as when handling large numbers of registrants, duplicate data entries could cause sync failures due to how records were processed during batch updates. This has been resolved by enhancing the underlying logic to more reliably handle and reconcile duplicate entries before updating records in Salesforce. As a result, Q&A and poll data for Zoom Webinars and Events sync as expected without errors.Web portal
Resolved an issue where the Create a Case option disappeared under the Relate To object once a case was entered.Web portal
Resolved an issue where the Create New Case flow does not populate the contact automatically when using a console app. This issue has been fixed. Now, when using a console app, the Create New Case flow populates the contact automatically, like it does in non-console apps.Web portal
Resolved an issue where Zoom Contact Center (ZCC) incoming call details were not being saved in Salesforce.Web portal

Released

Note: The information in the past release notes may have been superseded by subsequent release notes. Please review all current release notes carefully.

April 14, 2025 version 2.25.0

New, enhanced, and changed features

TypeFeature titleDescriptionPlatforms
Changed featureZoom Key Rotation for Salesforce Lightning integrationZoom will be performing a key rotation as part of our ongoing efforts to enhance security and maintain seamless integration with Salesforce Lightning. To maintain uninterrupted service, please ensure to upgrade your package to version 2.24 or above before February 28, 2026. We strongly recommend updating your package prior to February 28, 2026, to prevent any potential service interruptions. If you need assistance or have any questions, please contact Zoom Support.Web portal
Contact Center Features
New or enhanced featureSave voicemail recordings in Salesforce for Zoom Contact Center

Agents can access voicemail recordings directly within Salesforce when customers leave messages through Zoom Contact Center. The system automatically creates a task and session history entry with the voicemail URL as soon as a voicemail is received. Voicemails are tagged to contact records based on phone number matching, with multi-match scenarios defaulting to the most recently updated record. The feature allows agents to listen to voicemail recordings without leaving Salesforce, improving workflow efficiency and customer response time.
Note: The Salesforce package must be updated to the recent version to receive this functionality.

CTI connector
New or enhanced featureEnhancement to case creation button visibilityAccount owners and admins can customize agent workflows by showing or hiding the Create a Case button using the Show create new case button checkbox option in channel settings. The Show create new case button setting is enabled by default and can be configured independently for voice, video, chat, and SMS channels. When unchecked, the button is completely removed from the agent's Salesforce CTI connector interface. This feature helps organizations prevent confusion by removing case creation options that do not align with their business processes.Web portal
CTI connector
Phone features
New or enhanced featureSalesforce call logging with AI-powered summary integrationAgents can view AI-generated call summaries directly within the Zoom Call Log object in Salesforce for all phone calls, including those not recorded in Zoom Revenue Accelerator (ZRA). The integration leverages Zoom AI Companion to generate comprehensive summaries for all calls, utilizing the Get User AI Call Summary Detail API for data retrieval. The integration adds a dedicated field in the Zoom Call Log object to store and display AI-generated summaries through the Lightning Web Component interface. When a call ends, the system automatically retrieves the AI summary using the call summary API and updates the Salesforce record in real time through webhook events. The feature supports both customer and vendor calls, ensuring agents maintain comprehensive call records regardless of recording status. This enhancement helps agents track and reference call content and outcomes more efficiently within their existing Salesforce workflow.Web portal
Zoom Events features
New or enhanced featureSync recording views to SalesforceUsers can have their session recording views automatically synced with Salesforce. When attendees watch a session recording, the system creates an attendance record, linked to the corresponding Zoom Event. The attendance record includes watch date, start and end times, total watch duration in minutes, and it indicates that it was an on-demand recording view rather than live attendance. A Salesforce campaign member status of Recording Watched helps track engagement across both live and recorded content.Web portal
New or enhanced featureCustom fields on Attendee object to enhance syncing recording detailsIn the Salesforce integration with Zoom Events, custom fields on the attendee object enhance the tracking of recording details. These custom fields include:
  • Recording Watched Duration : Captures the total duration of the recording watched by the attendee.
  • Is Live Attendee? (checkbox): Indicates whether the attendee participated in the live session.
  • Viewed At (Start Time) : Records the start time when the attendee begins watching the session recording.
An attendee record is created after the session ends, provided the registrant has attended the session, and attendance data is received from the attendee report. The Is Live Attendee? checkbox will mark these records as live attendees. Additionally, if a user receives a recording watched webhook and there is no existing attendee record for the registrant, an attendee record will be created with the checkbox unchecked. This applies to registrants who did not attend the session live but later viewed the session recording.
Web portal

Resolved issues

DescriptionPlatforms
Resolved an issue where users with recording visibility enabled in the Zoom web portal were able to access recordings there but were unable to view them in Salesforce. While users could access their own recordings, the syncing issue prevented admin users from viewing recordings for other users. This issue has been addressed, ensuring that recordings are properly synced and accessible in Salesforce, allowing admins to view recordings for all users, not just their own.Web portal
Resolved an issue where the Salesforce API search fails when a user does not have the default softphone layout.Web portal
Resolved an issue where there were delays in saving notes from the Salesforce softphone. Previously, the save process was taking longer than expected, where it should have taken approximately the same amount of time as the native Salesforce edit/save record functionality. With this fix, note-saving performance has been optimized to ensure a quicker, more seamless experience when using the Salesforce softphone.Web portal
Resolved an issue that occurred after users completed a v1 to v2 migration of the Salesforce Zoom for Lightning integration (v2.22). Users reported that when making outbound calls via Salesforce and the ZP widget, the system was incorrectly adding the user's country code in front of the number being dialed. The issue has been resolved, and the system will no longer automatically prepend the user's country code to the dialed number.Web portal
Resolved an issue where users were forced to log out of the Zoom Phone widget when they opened/accessed the Salesforce homepage more than 10 times within 2 minutes. Additionally, SMS messages did not send when the user was forced to log out of the widget. These issues have been fixed.Web portal

March 31, 2025 version 2.24.0

New, enhanced, and changed features

TypeFeature titleDescriptionPlatforms
Contact Center Features
New or enhanced featureSet the Softphone Layout to pop to a Visualforce pageUsers can enable the Softphone Layout to pop to a Visualforce (VF) page when an incoming call is answered. The Pop to VF Page option is supported in both Zoom Contact Center (ZCC) and Zoom Phone (ZP) CTI integrations. Upon answering an incoming call in the ZCC widget, the VF page correctly pops the incoming call information.CTI connector
New or enhanced featureDisplay the selected contact on the dial panelIn the Zoom Contact Center (ZCC) CRM client, if a contact is searched and not already listed in the dial pad, the contact is automatically added to the list and selected. This improvement ensures that the contact information is consistently updated and visible on the dial pad and in the contact field of the wrap-up screen, streamlining the agent's workflow.Web portal
New or enhanced featureAutomatic interaction creation for Salesforce Financial Cloud settingAccount owners and admins can configure automatic interaction creation for Salesforce Financial Cloud through a new setting in the Zoom admin portal. The setting includes options for automatic interaction creation and interaction attendee creation, both deselected by default. Agents can view and manage call log information captured in interaction records, which are created at the start of customer engagements and updated upon completion. The feature enables comprehensive tracking of voice, video, SMS, and chat interactions within Salesforce Financial Cloud, improving customer engagement documentation and agent workflow efficiency.Web portal
Meeting features
New or enhanced featureEnhanced participant data for the Zoom Meeting object in SalesforceSalesforce allows for improved tracking of meeting participants. This enhancement integrates additional fields to store email addresses for internal and external participants and invitees. Field permissions are fully respected, ensuring proper access control during updates. The update leverages new capabilities provided by the Zoom Meeting API. This enhancement provides improved reporting and enables detailed analysis of meeting data for internal and external participants and invitees. It also provides actionable insights for internal activities monitoring and scheduling and is integrated into SFDC workflows, maintaining consistency with existing processes. The following fields have been added to the Zoom Meeting object in Salesforce:
  • Internal Invitees: Email addresses of Zoom users invited to a scheduled meeting.
  • External Invitees: Email addresses of external users invited to a scheduled meeting.
  • Internal Participants: Email addresses of Zoom users who attended a completed meeting.
  • External Participants: Email addresses of external users who joined a completed meeting.
Web portal
Phone features
New or enhanced featureDisplay error in the warning message on the History tabA warning message has been added to the History tab to inform users when the Apex SOQL fails to retrieve related task records from Salesforce while displaying linked history records in the Zoom Phone (ZP) history calls list. The updated error message reads: "Error accessing Salesforce / Zoom Phone history list," providing users with clearer guidance when an issue occurs with accessing these records. This update ensures better visibility and communication regarding potential errors with Salesforce integration.Web portal

Resolved issues

DescriptionPlatforms
Resolved an issue regarding the lack of clarity on the Disposition field in Zoom Phone Settings. Previously, there was confusion surrounding the function and purpose of the disposition field in sales engagement workflows, leading to a gap in understanding how it could be used effectively. With the update, the function of the disposition field has been clarified, ensuring users can better utilize it in their sales processes. Additionally, the need for custom fields such as Call purpose and Call result in the Zoom Phone integration has been addressed. These custom fields are available to enhance reporting capabilities and improve overall usability, allowing for more tailored and insightful tracking of call activities. This resolution enhances the integration and supports better workflow management and reporting within Zoom Phone settings.Web portal
Resolved an issue with the AutoNumber field in the WorkOrder object, which was not searchable within the CTI adapter. This issue has been addressed, enabling it to be searched within the CTI adapter.Web portal
Resolved an issue where webinars created duplicate records in Salesforce for both published and unpublished versions of the event. Previously, in the draft record, it synced details like the Session ID, relating to the Zoom Event record, but did not populate the fields for the Zoom Webinar Settings and Zoom Webinar Information sections. Additionally, in the Salesforce record that was created for the published webinar, the Session ID and related Zoom Event fields were blank, but the expected fields for Zoom Webinar Settings and Zoom Webinar Information settings were populated. Users would receive an error message about syncing Zoom Webinar information to Salesforce. These issues have been addressed and resolved.Web portal
Resolved an issue where the Softphone on Salesforce received an error message that stated that the user's email address was too long.Web portal
Resolved an issue where the PMI meeting invitees were set to null when a meeting ended in Salesforce. The root cause was that the meeting-ended webhook only contained the personal meeting ID, which did not allow the API to retrieve invitee details. The original meeting ID is required to fetch invitees, but the meeting webhook did not provide this ID. The fix ensures that the meeting record must be created in Salesforce before the meeting ends. If created before the meeting ends, invitee details are correctly populated, preventing them from being set to null.Web portal
Resolved an issue where the Zoom Contact Center (ZCC) Salesforce CTIv3 Agent-to-Agent transfer was not screen-popping the custom variable. Previously, when a call was transferred to a new agent, the Contact record would pop up, but the custom variable record would not be displayed. This caused the second agent joining a live transfer to have no contact or case record information, both when answering the call and when the original agent ended the call and clicked Transfer engagement to agent > new agent. The agent initially had no information displayed in the CTI adapter. The issue has been fixed, ensuring that when a call is transferred to a new agent, both the Contact and associated custom variable records will correctly screen-pop, providing the new agent with all relevant case and contact details.Web portal
Resolved an issue where the custom search landing page (VF) was not displaying the caller's number on an inbound engagement. Previously, the page would only open in a new tab, without pre-populating customer records. The fix involved enabling screen pop support to pass the Phone variable from the ZCC CTI to a flow. Now, when an inbound call is received, the Phone variable correctly populates in Salesforce, displaying the incoming number on the custom Lightning Web Component (LWC).Web portal
Resolved an issue where the interaction and interaction attendee records were not saved correctly in the Zoom Contact Center integration with Salesforce.Web portal
Resolved an issue where calls were not displayed on the softphone page when a user selected a specific web app device from the device dropdown list. The problem occurred when the user logged into the Zoom web app, returning a device named Device Name Unavailable. This issue has been addressed, ensuring that calls are properly displayed regardless of the device ID mismatch.Web portal
Resolved an issue where call log notes were not saved in Salesforce for Zoom Phone calls. If a user typed in the Comments section and then received another call—especially when skipping or declining the call—the comments would not be saved. This behavior occurred only in those specific scenarios while answering a call did save the comments. The issue has been addressed, and the Comments field consistently saves the entered text, even when the call is skipped or declined. This update ensures that call logs are reliably saved in Salesforce when a user takes or interacts with a call.Web portal
Resolved an issue where call logs were created for all queue members instead of correctly only being created for the specific call queue member who answered the call.Web portal
Resolved issues where the call duration in Salesforce was displayed as 0, and when the call duration did not appear. This issue did not appear with normal calls; it only appeared with calls that were on hold, transferred, or skipped in the call queue. This issue has been fixed.Web portal

February 24, 2025 version 2.23.0

New, enhanced, and changed features

TypeFeature titleDescriptionPlatforms
Admin features
New or enhanced featureAllow creation of session history and task records at the beginning of an engagementAccount owners and admins can enable or disable the Create session history at the start of the engagement checkbox. This sub-setting is disabled by default. When enabled, this setting allows the creation of session history and task records at the beginning of the engagement.Web portal
Contact Center Features
New or enhanced featureEnhancements to Salesforce CTI Connector session history creationThe Create session history at the start of the engagement setting allows session history to be created at the start of an engagement rather than at the end. When enabled, session history will be generated as soon as the engagement begins (answered), capturing key details such as caller number, dialed number, and start date/time. Once the engagement is completed, the session history will be updated with additional details from the engagement log. When disabled, the existing behavior remains unchanged, and session history will be created only upon engagement completion. Additionally, the Task record will continue to be created at the beginning of the engagement with the status Open, transitioning to Completed once the engagement concludes. The agent's name will also be populated in the Owner field of the session history. This update ensures greater flexibility in tracking engagements and enhances real-time visibility for agents managing customer interactions.Web portal

Resolved issues

DescriptionPlatforms
Resolved an issue where the user was receiving an error message when they created a Zoom Webinar and added panelists; once the webinar was synced, they could see the webinar details but not the panelists.Web portal
Resolved an issue where the agent screenpop of the customer record was not occurring and not working for inbound and outbound calls when using the Zoom Contact Center (ZCC) Salesforce CTI with Salesforce Health Cloud.Web portal
Resolved an issue where a user had calls logged without Zoom Session history filled out in Salesforce.Web portal
Resolved an issue where tasks were not being created at the end of a web chat engagement, even when Automatic activity/task creation was enabled. This occurred because the system could only retrieve the configuration before the task was completed. With this fix, web chat engagements will now correctly generate tasks upon completion when the setting is enabled.Web portal
Resolved an issue where a user's name was incorrectly displayed for a received SMS.Web portal
Resolved an issue where users were unable to return and edit call log information due to the Task ID not being returned in the history API call. This issue appeared after updating the package to 2.21; user permissions remained the same and users are able to edit information when the call is live and shortly after the disposition screen has been closed. Refreshing the History tab caused the user to be unable to edit. This issue has been fixed.Web portal

January 20, 2025 version 2.22.0

New, enhanced, and changed features

TypeFeature titleDescriptionPlatforms
Contact Center Features
New or enhanced featureImproved context sharing for transferred engagements during messaging and videoWhen a voice engagement is transferred between agents in Zoom Contact Center, the new agent receives the full context of the interaction. This includes the customer's information, any records or cases created by the previous agent, and notes taken during the engagement. For scenarios with multiple potential customer matches, clarifying information gathered by the first agent is also passed to the next agent. This is available in CTI version V3 and must be enabled by Zoom.Web portal
New or enhanced featureContact Center omni-channel configuration enhancementsZoom Contact Center has several enhancements and updates to enhance usability and functionality in the Omni-Channel configuration. These changes address key usability concerns and ensure a smoother, more intuitive configuration process for administrators.
  • The error message for status mapping has been updated for clarity. The previous message, "Just only one CCI-status can map sf-status SF Busy ," has been revised to "Omni-channel status mapped to Occupied cannot be remapped to Other Contact Center status."
  • The Salesforce (SF) status dropdown has been updated to remove selected statuses immediately after being mapped to the Occupied status, preventing duplicate selections and improving the configuration workflow.
  • The code logic has been refined to ensure proper validation. Specifically, a condition verifies that the status value for CCI Occupied is not blank before proceeding, improving data integrity and reliability.
  • The user interface for Omni-Channel configuration has been updated based on new design specifications to improve user experience and alignment with best practices.
Web portal
Meeting & Webinar features
New or enhanced featureEnhancement to Salesforce integration for classic webinar poll synchronizationUsers can sync poll data from classic Zoom webinars to Salesforce custom objects. The integration creates parity between Zoom Webinar and Zoom Events/Sessions integrations for poll data synchronization. When a webinar ends, the system automatically transfers poll responses to the associated Salesforce custom object. The enhancement streamlines data collection and reporting capabilities for webinar hosts.Web portal
Phone features
New or enhanced featureZoom for Lightning Salesforce app integration with Zoom Phone and Contact CenterThe Zoom for Lightning Salesforce app now supports integration with Zoom Phone and Contact Center. Salesforce users can initiate and receive calls from within the Salesforce interface, with access to call controls and caller information. This integration enhances the user experience by consolidating communication and customer data in a single platform.Web portal
New or enhanced featureImprove Relate To field for Salesforce click-to-call integrationThe Salesforce-Zoom Phone integration has been enhanced to improve the logic for auto-populating the Relate To field during click-to-call interactions. When users initiate a call from a Salesforce custom object or opportunity where the contact/lead record ID is missing, the Zoom Phone widget will automatically populate the Relate To field with the current page's record. The active object (custom object or opportunity) is automatically detected in Salesforce during click-to-call. This feature also works seamlessly across all custom objects where a phone number is available, ensuring consistent functionality. This enhancement ensures the correct association between calls and records, even in cases where only one ID is present instead of two.Web portal
New or enhanced featureDisplay Notes page for outbound canceled calls in Zoom Phone CTI integrationThis update enhances the behavior of the Zoom Phone (ZP) CTI integration by enabling the automatic display of the Notes page for outbound canceled calls. Account owners and admins control this functionality through a new admin setting that is disabled by default. Agents will see the Notes page when a call is canceled before connecting, provided the corresponding setting is enabled. This allows agents to log canceled calls immediately, streamlining call documentation workflows. Canceled calls are automatically logged and related to the appropriate opportunity, even if the call does not connect, provided the settings for automatic call logging and canceled call logging are enabled. The enhanced behavior ensures uniform handling of both completed and canceled outbound calls, reducing manual effort and improving data consistency in Salesforce. This update empowers agents to manage outbound calls more effectively, ensuring accurate logging and efficient follow-up processes.Web portal
Zoom Sessions features
New or enhanced featureSync Zoom Scheduler UTM information in SalesforceHosts can add UTM parameters to their Zoom Scheduler booking links to track attendee sources. The system supports essential UTM fields for specific click sources. Additionally, users can authorize Zoom Scheduler in Salesforce. When attendees book through these links, all UTM data seamlessly transfers to Salesforce. This feature enables hosts to better understand which marketing channels drive the most bookings.Web portal

Resolved issues

DescriptionPlatforms
Resolved an issue where a user had some Call tasks in the Salesforce integration with Zoom Contact Center that did not have a Zoom Session History object related to them, and the Zoom Session History object would not be created for those calls. This resulted in no call data (call duration, direction, and so on), but when searched on Zoom, these Call tasks (without the Zoom Session History object) resulted in actual calls.Web portal
Resolved an issue where performing a manual sync on a Zoom Event record caused Campaign Member statuses to be incorrect if the event had not occurred yet. This issue has been resolved, and any form of syncing will result in the correct data being populated in Salesforce.Web portal
Resolved an issue when a user utilized OAuth through the Zoom User Config page for Zoom Meetings Settings, and they were not yet signed in to Zoom (via SSO) or their work email in the same browser, the authentication flow would be completed and returned to Salesforce, where an error observed message appears: A Component Error has occurred! If the user has already logged into Zoom from the same browser, then it seems the error does not occur.Web portal
Resolved an issue where the product list was fetched during page initialization on the Zoom user configuration page, causing issues when multiple tabs were opened. This resulted in authorized scopes not aligning with user expectations. To address this, the product list retrieval process has been updated to trigger only when the user clicks the Authorize or Cancel Authorize button. This ensures accurate and consistent scope handling across multiple tabs and improves the reliability of the configuration workflow.Web portal
Resolved an issue when an account owner or admin created a webinar for the Salesforce integration user, the webinar was not created and did not sync in Salesforce.Web portal
Resolved an issue where a Contact/Person account was duplicated, appearing in the Zoom Contact Center softphone as multiple matches on inbound calls.Web portal
Resolved an issue where Zoom's Call Duration field for the Salesforce integration showed 0. The Call Duration field on the Zoom Call Log object displayed incorrect information about the duration of calls, showing 0 even when users have answered the call and spoken with customers and when the Answer Start Time , Call End Time , and Ring Start Time fields were populated in the Zoom Call Log records.Web portal
Resolved an issue where the Task record's subject (created under the person the call was transferred to) was blank when calls were transferred and sent to voicemail.Web portal

December 23, 2024 version 2.21.0

New, enhanced, and changed features

TypeFeature titleDescriptionPlatforms
Contact Center Features
New or enhanced featureEnhancements to Oauth connection reestablishmentAdmins can reconnect disconnected OAuth connections without losing any configuration settings. When an OAuth connection is disconnected, admins can click the Reconnect option to restore the connection with the same CRM instance. The OAuth flow for that connection will be re-triggered. Once reconnected, a confirmation message will appear, and admins will be redirected to the channel setup page, with all previously configured channels and settings preserved.Web portal

Resolved issues

DescriptionPlatforms
Resolved an issue where users encountered an error when they tried to install the latest Zoom-managed package, and they were not able to install the package because of the managed package issues.Web portal
Resolved an issue where registrants were not synced to Salesforce after a session ended when users manually clicked the Sync Event button in the Zoom Events integration with Salesforce.Web portal
Resolved multiple bugs in the Zoom Events integration with Salesforce regarding registrant and field mapping data deletion, existing Zoom Meeting records' updates, and checking for blank emails.Web portal
Resolved an issue where the task record linked to the wrong contact/lead when two contacts had the same number but different country codes. This is an issue for only inbound calls.Web portal
Resolved an issue where contact information was not displayed for contacts with the extension number 1801, when Zoom Contact Center was used to call them.Web portal
Resolved an issue when the owner scheduled a meeting for a contact (host) in Salesforce, the host's email address unexpectedly appears in the To field of the meeting invite in Outlook as the default email address. This issue has been fixed by allowing a user to set a default address under the Include sender's/owner's email in calendar invitation when using "Mail default from" setting; the user can enable or disable this setting.Web portal
Resolved an issue where the Zoom Phone (ZP) Salesforce widget did not assign a default value to the Priority field when the Priority field (which is required in Salesforce) was added to the widget form. This resulted in an error when attempting to create a task record for the ZP call. To resolve this, the Priority field should be configured to automatically assign a default value, similar to how the Status field is handled, based on the selected default values for the user's profile.Web portal
Resolved an issue where agents using the Salesforce plugin with CTI connector V3 were not able to fill out or change the contact/lead field; the window flashed very quickly and did not allow agents enough time to complete this when the call was terminated. Additionally, scrolling down the screen did not have a field for them to change either.Web portal
Resolved an issue where all omnichannel status syncing did not work as expected on V3 of the Zoom Contact Center (ZCC) CTI softphone. This issue has been fixed, and the omnichannel status syncing works regardless of whether an account is using V2 or V3 of the ZCC CTI softphone.Web portal

November 18, 2024 version 2.20.0

New, enhanced, and changed features

TypeFeature titleDescriptionPlatforms
Contact Center Features
New or enhanced featureSupport for Smart Notes custom field in Salesforce Session HistoryAfter an engagement ends, agents using the CTI connector can view the smart notes created by Zoom's AI Expert Assist and the AI-selected disposition in Salesforce. The new custom field, Smart Notes , is added within the Session History object in Salesforce. Smart notes and dispositions are stored in custom fields within CRM records, such as Session History in Salesforce. This automation speeds up the wrap-up process, allowing agents to quickly proceed to the next engagement. This feature is available for voice and messaging channels (web chat, in-app chat, Facebook, and WhatsApp). This feature must be enabled by Zoom.Web portal
New or enhanced featureImproved context sharing for transferred engagements in Zoom Contact CenterWhen agents handle transfers across multiple channels, and for all transfer scenarios—whether voice, video, or web chat—the Salesforce Zoom Contact Center CTI Connector passes on important context when an engagement is transferred to another agent. This includes ensuring that the context is seamlessly transferred along with the engagement. The receiving agent will then see a screen pop with the correct customer record, allowing them to pick up where the previous agent left off. Additionally, for agents using the CTI connector, any CRM records created during the engagement, such as Case records in Salesforce, will be retained and passed on when the engagement is transferred. For agents using the CTI connector in ServiceNow, when receiving a transferred voice call, the agent will see the screen pop of the existing interaction record associated with the previous agent's engagement, rather than creating a new record. This ensures that a single interaction record is maintained, with multiple phone logs associated with it, regardless of how many agents are involved in handling the call. For scenarios with multiple potential customer matches, clarifying information gathered by the first agent is also passed to the next agent. This feature must be enabled by Zoom.Web portal
Integration features
Changed featureRemove Dialer from UI textIn the Zoom Revenue Accelerator integration with Salesforce, the word Dialer will be removed from the Zoom Revenue Accelerator Dialer Settings tab and the Zoom Revenue Accelerator Dialer Settings page.Web portal
Meeting features
New or enhanced featureAI-powered meeting summaries integrated with SalesforceUsers can access AI-generated summaries of Zoom meetings within the Salesforce Lightning interface. The summaries are automatically captured after each meeting and associated with relevant Salesforce objects, including Leads, Contacts, Opportunities, and Accounts. Users can find the AI-powered summaries under the Zoom Meeting AI Summary section on the meeting details page. This feature streamlines meeting follow-up and ensures important information is easily accessible.Web portal
Phone features
New or enhanced featureImproved error handling for unsupported call control settingsUsers of the Softphone component in integrations receive a clear and specific error message when they set the Never option in the Call Control API and an error occurs. The following error message is displayed: "The config setting Never/Once is not supported. Please check the documentation for valid settings." This helps users understand what went wrong and how to resolve the issue without confusion.Web portal
New or enhanced featureAdd phone number search in Zoom Phone softphone in SalesforceUsers can search for leads and contacts by entering phone numbers in the Zoom Phone softphone interface. The current search functionality is extended for manual dials by allowing searches for names and phone numbers. The search will return all relevant results, including leads and contacts associated with the entered phone number.Web portal

Resolved issues

DescriptionPlatforms
Resolved an issue where calls were not being logged under Activity when the user was signed out of Zoom Phone on Salesforce and received a call, even though it was present under Call Logs .Web portal
Resolved an issue where users were unable to send Zoom Events pre-registration confirmation emails through Salesforce.Web portal
Resolved an issue where an SMS engagement was logged as a call rather SMS under Activity when using the Salesforce Zoom Contact Center CTI, and an inbound call was not distinguished from an inbound SMS unless the user clicked multiple times to retrieve the session history.Web portal
Resolved an issue where users could not update information when they canceled warm transfers in the Zoom Contact Center integration with Salesforce.Web portal
Resolved an issue where an old case ID would be shown in the dropdown menu when users selected a case in the Zoom Contact Center integration with Salesforce.Web portal
Resolved an issue where the Note ID was not cleared after clicking the Deleted button in Salesforce.Web portal
Resolved an issue where an inbound call was directly transferred to a user, and the Zoom Phone for Salesforce Lightning integration app for that user did not load the call. Previously, that call only rang in the Zoom app.Web portal
Resolved an issue where users would receive an error message when they added special characters to the Comments box of the softphone and tried to save their input.Web portal
Resolved an issue where users encountered an error message stating that the Task ID was empty when attempting to save a call log after making and ending a call, entering a note, and then navigating back to the previous screen.Web portal
Resolved an issue where users would receive a 400 error message when clicking authoring from Salesforce.Web portal

October 28, 2024 version 2.19.0

New, enhanced, and changed features

TypeFeature titleDescriptionPlatforms
Changed featureUse default name or number field if the display field is blankThere are several enhancements to the Salesforce integration that improves the visibility of inbound engagements. When the display field is null or blank, the system will use the default name or number field. This change ensures that agents always see a human-readable value in the CTI window, enhancing the user experience during customer interactions. Previously, when a customer set a display field in the chat or video channel configuration, and the matched record had no value in that field, the system would fall back to displaying the Salesforce record ID.Web portal
Contact Center Features
New or enhanced featureVoice channel context search with the Field to Display featureFor inbound calls in the Zoom Contact Center for Salesforce integration, agents can use the Field to Display column in the context search for the voice channel. This enhancement allows agents to quickly access essential context by showing the field names of the object or entity selected in that row via the dropdown menu in the context search. Agents can see the relevant contact details, streamlining their workflow and improving customer interactions. Previously, when an inbound call notification was received, it displayed the associated SFDC case number(s) rather than the corresponding contact record information.Web portal
New or enhanced featureSave transcript in CRM after channel upgradeWhen an agent upgrades from a chat or SMS channel to another channel, the chat/SMS transcript is saved to a session history record before the agent upgrades the engagement to a non-chat/SMS channel. In the Zoom Contact Center for Salesforce integration, this feature is supported by the web chat channel upgrade to voice channel and SMS channel upgrade to video channel.Web portal
New or enhanced featureEnhancements to Field to Display column configurationAccount owners and admins can view and set the Field to Display column when configuring Context search and Caller search settings for video and messaging channels. Agents will see caller information in the inbound notification based on this Field to Display column. If this column is linked to a formula field in Salesforce that returns a null value, agents will see the caller information default to the Name of the selected entry in the Entity column. This improvement enhances agents' visibility of caller information.Web portal
Meeting features
New or enhanced featureSync Zoom Meetings configuration to calendarA Zoom Meetings setting has been added to the user configuration in Salesforce. This setting ensures that the Zoom Meetings created by Zoom Salesforce integration on the user's Zoom account will have the Push changes to calendar setting enabled. Any changes made to the Zoom meeting record will then be reflected in the active calendar integrations via the Zoom Meeting push-to-calendar functionality.Web portal
New or enhanced featureAllow meeting creation on third-party calendar via bi-directional syncUsers can create Zoom Meeting events in the Zoom for Salesforce Lightning integration. They can initiate a meeting event directly within Salesforce by selecting the Schedule a Zoom Meeting checkbox. Once selected, the integration will automatically create an Salesforce meeting event, add the Zoom Meeting join information, and generate a corresponding calendar event in the user's third-party integrated calendar (such as Outlook) via their Zoom User profile. Any meeting created through the Zoom desktop, mobile, or web interface will also sync and create calendar entries in their third-party calendars. Users can view the meeting in their calendar clients. This enhancement streamlines the workflow for scheduling and managing Zoom Meetings directly within Salesforce, improving visibility across multiple platforms and enhancing user experience and productivity.
Note : Users must have their Zoom User profiles configured to sync with their third-party calendars, with bidirectional sync enabled for all users.
Web portal

Resolved issues

DescriptionPlatforms
Resolved an issue that users encountered when saving a task failed if it included special characters. This issue has been resolved and the task is saved successfully, regardless of its content.Web portal
Resolved an issue where Zoom Contact Center, integrated with Salesforce, did not automatically populate the Related to fields.Web portal

September 23, 2024 version 2.18.0

New, enhanced, and changed features

TypeFeature titleDescriptionPlatforms
Meeting features
New or enhanced featureAutomated addition of Zoom Meeting invitees from Salesforce to Zoom via APIThere are enhancements to the integration between Salesforce and Zoom to improve the synchronization of meeting invitees. Salesforce calls the Zoom Meeting API to add these invitees as participants. This ensures that they are recorded as invitees or attendees in Zoom when the meeting data is synced, providing a more seamless and accurate integration. Previously, when a Zoom Meeting was created in Salesforce—either by selecting the checkbox on the Salesforce event record, clicking the Make it a Zoom Meeting button, or adding invitees to the Zoom meeting from Salesforce—an email was sent to the invitees, but they were not automatically added as participants on the Zoom side.Web portal
Phone features
New or enhanced featureOption to manually save notes with auto-save enabledThe Zoom Phone admin setting allows the Save button to be displayed on the notes page, even when the auto-save feature is enabled. Users can manually trigger the save routine at any time, just as they would if auto-save were disabled. Auto-save will continue to function as usual, automatically saving notes in the background. This enhancement provides users with the flexibility to save notes on demand while still benefiting from the convenience of auto-save.Web portal
New or enhanced featureEnhanced record type support and picklist value management in Zoom for Salesforce Lightning softphone widgetThe Zoom for Salesforce Lightning integration better supports complex picklist value management within the Salesforce environment. The softphone widget honors Salesforce's native Record Type fields and dependent picklist configurations. This enhancement ensures that users only see the picklist values relevant to their specific team—whether they belong to the service, sales, or retention teams—mirroring the experience in the native Salesforce UI. Dependent picklists are also supported, allowing values in one picklist to be dynamically filtered based on selections made in another. This improvement aligns the Zoom softphone widget with the Salesforce profile and role-based access controls, providing a more tailored and efficient user experience. Previously, the softphone widget displayed all picklist values, regardless of the user's team or role.Web portal
New or enhanced featureAutomatic population of related records for click-to-dial from custom Lightning componentsUsers can enable a setting to automatically link records when clicking to dial from custom Lightning components. The setting checks the record ID and current object ID to populate the Relate To and Contact/Lead fields accordingly. If both IDs are of contact/lead type, the record ID populates the Contact/Lead field. If both are non-contact/lead, the record ID populates the Relate To field. If one is a contact/lead and the other is not, the IDs populate their respective fields. This feature ensures accurate call logging and record relationships for custom Lightning components.Web portal
New or enhanced featureAdded SFDC Task ID to SFDC Zoom call log record for improved task managementThis enhancement will help fix the duplicate task record creation issue for Zoom Phone in cases where it is happening. If a matching task is found, it will be updated; if no match is found, a new task will be created and inserted.Web portal

Resolved issues

DescriptionPlatforms
Resolved an issue where the Apex SQL queries could not consistently locate existing tasks, which occasionally resulted in duplicate tasks being created for the same Zoom call log record. To address this, we have introduced a new Task_Id__c lookup field on the Zoom call log object.Web portal
Resolved an issue where the contact query API did not account for version-specific differences, which could lead to inconsistencies in contact searches. The method for searching contacts via the SMS channel has been updated to improve compatibility with different versions of the Salesforce package.Web portal
Resolved an issue when an agent received a call from a queue and initiated a warm transfer to another queue, and the new agent receiving the transferred call did not receive a screen pop displaying the contact details in Salesforce. While the inbound call notification functioned correctly, the contact screen pop did not trigger during warm transfers, causing disruptions in workflow. This issue has been resolved, and the screen pop for contact details in Salesforce functions as expected during warm transfers. The screen pop continues to work correctly during blind transfers as well.Web portal
Resolved an issue where the incorrect CallType was being passed when using the Click-to-Dial feature, leading to potential errors in call tracking and reporting.Web portal
Resolved an issue where users who had disabled the Ignore internal calls option were experiencing an issue where a single call was appearing as three separate records in Salesforce. Specifically, this resulted in three call tasks: one for the external call to the initial recipient, a second for the internal call between the recipient and the user they were transferring the call to, and a third for the call after the transfer. The issue has been resolved by adjusting the call handling logic.Web portal
Resolved an issue where the task record created in Salesforce did not populate the Name or Related to fields when using the Zoom Salesforce for Lightning widget to send SMS messages to an existing lead or contact, resulting in SMS messages not linking to the contact/lead.Web portal

August 25, 2024 version 2.17.0

Changes to existing features

New and enhanced features

Resolved issues

July 22, 2024 version 2.16.0

Changes to existing features

New and enhanced features

Resolved issues

June 28, 2024 hotfix version 2.15.1

Resolved issues

June 24, 2024 version 2.15.0

Changes to existing features

New and enhanced features

Resolved issues

May 27, 2024 version 2.14.0

New and enhanced features

Resolved issues

April 22, 2024 version 2.13.0

New and enhanced features

Resolved issues

April 15, 2024 version 2.12.1

Resolved issues

April 1, 2024 version 2.12.0

New and enhanced features

Resolved issues

February 27, 2024 version 2.11.0

Resolved issues

January 23, 2024 version 2.9.0

New and enhanced features

Resolved issues

December 20, 2023 version 2.8.0

*Note: This release was originally scheduled for release on December 18, but was delayed two days.

New and enhanced features

Resolved issues

November 20, 2023 version 2.7.0

Changes to existing features

Resolved issues

October 23, 2023 version 2.6.0

New and enhanced features

Resolved issues

September 25, 2023 version 2.5.0

New and enhanced features

Resolved issue

August 21, 2023 version 2.4.0

Resolved issue

Note: The Web chat support for Salesforce feature has been pulled from the release due to issues with deployment, and will be available in another upcoming release.

July 17, 2023 version 2.3.0

New and enhanced features

Resolved issues

June 19, 2023 version 2.2.0

New and enhanced features

Resolved issues

May 31*, 2023 version 2.1.0

*Note: This app release was originally scheduled for May 29, but was delayed to May 31.

New and enhanced features

Resolved issues

April 24, 2023 - version 2.0.0

New and enhanced features

March 22, 2023 - version 1.13.0

New and enhanced features

February 28, 2023 - version 1.12.0

New and enhanced features

Resolved issues

December 19, 2022 - version 1.11.0

New and enhanced features

Resolved issues

October 24, 2022 - version 1.10.0

New and enhanced features

October 22, 2022

New and enhanced features

September 22, 2022 - version 1.9.0

New and enhanced features

Resolved issues