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

Type	Feature title	Description	Platforms
Contact Center Features
New or enhanced feature	Enhancement to CTI connector window management	Agents 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 feature	Enhancement to agent note display in Salesforce	Agents 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 feature	Send emails for instant Zoom Meetings started from Salesforce	Salesforce 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 feature	Enhanced SFDC integration for 3P-recorded meetings with automated task/event creation	The 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

Description	Platforms
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

Type	Feature title	Description	Platforms
Changed feature	Zoom Key Rotation for Salesforce Lightning integration	Zoom 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 feature	Save 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 feature	Enhancement to case creation button visibility	Account 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 feature	Salesforce call logging with AI-powered summary integration	Agents 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 feature	Sync recording views to Salesforce	Users 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 feature	Custom fields on Attendee object to enhance syncing recording details	In 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

Description	Platforms
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

Type	Feature title	Description	Platforms
Contact Center Features
New or enhanced feature	Set the Softphone Layout to pop to a Visualforce page	Users 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 feature	Display the selected contact on the dial panel	In 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 feature	Automatic interaction creation for Salesforce Financial Cloud setting	Account 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 feature	Enhanced participant data for the Zoom Meeting object in Salesforce	Salesforce 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 feature	Display error in the warning message on the History tab	A 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

Description	Platforms
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

Type	Feature title	Description	Platforms
Admin features
New or enhanced feature	Allow creation of session history and task records at the beginning of an engagement	Account 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 feature	Enhancements to Salesforce CTI Connector session history creation	The 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

Description	Platforms
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

Type	Feature title	Description	Platforms
Contact Center Features
New or enhanced feature	Improved context sharing for transferred engagements during messaging and video	When 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 feature	Contact Center omni-channel configuration enhancements	Zoom 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 feature	Enhancement to Salesforce integration for classic webinar poll synchronization	Users 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 feature	Zoom for Lightning Salesforce app integration with Zoom Phone and Contact Center	The 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 feature	Improve Relate To field for Salesforce click-to-call integration	The 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 feature	Display Notes page for outbound canceled calls in Zoom Phone CTI integration	This 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 feature	Sync Zoom Scheduler UTM information in Salesforce	Hosts 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

Description	Platforms
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

Type	Feature title	Description	Platforms
Contact Center Features
New or enhanced feature	Enhancements to Oauth connection reestablishment	Admins 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

Description	Platforms
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

Type	Feature title	Description	Platforms
Contact Center Features
New or enhanced feature	Support for Smart Notes custom field in Salesforce Session History	After 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 feature	Improved context sharing for transferred engagements in Zoom Contact Center	When 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 feature	Remove Dialer from UI text	In 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 feature	AI-powered meeting summaries integrated with Salesforce	Users 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 feature	Improved error handling for unsupported call control settings	Users 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 feature	Add phone number search in Zoom Phone softphone in Salesforce	Users 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

Description	Platforms
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

Type	Feature title	Description	Platforms
Changed feature	Use default name or number field if the display field is blank	There 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 feature	Voice channel context search with the Field to Display feature	For 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 feature	Save transcript in CRM after channel upgrade	When 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 feature	Enhancements to Field to Display column configuration	Account 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 feature	Sync Zoom Meetings configuration to calendar	A 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 feature	Allow meeting creation on third-party calendar via bi-directional sync	Users 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

Description	Platforms
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

Type	Feature title	Description	Platforms
Meeting features
New or enhanced feature	Automated addition of Zoom Meeting invitees from Salesforce to Zoom via API	There 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 feature	Option to manually save notes with auto-save enabled	The 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 feature	Enhanced record type support and picklist value management in Zoom for Salesforce Lightning softphone widget	The 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 feature	Automatic population of related records for click-to-dial from custom Lightning components	Users 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 feature	Added SFDC Task ID to SFDC Zoom call log record for improved task management	This 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

Description	Platforms
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

Enhancement to participant information storage
Participant email addresses are stored in Zoom Meetings records instead of participant names. The custom field, Participants by Emails, has been created on the meeting object and added to the layout. When adding participant details using the Zoom Meeting API, the system will check for the presence of email addresses alongside participant names. If an email address is available, it will be added to the newly created field. This field is included in the existing page layout of the package and added to the necessary permission sets. Field permissions will be respected when updating the field value to ensure proper access control. Previously, participant information stored on synced meeting records in Salesforce was limited to a comma-separated list of participant names.
Implement Apex for saving and updating a Task
There are several enhancements and updates to the system to save and update tasks by running Apex directly on the integration frontend. As part of this enhancement, a new web service method will be introduced, which allows customers to create and update tasks directly on the Notes page, streamlining the process and reducing potential errors. Previously, tasks were saved or updated by the calling integration API, then the integration service call package API endpoint, which caused frequent timeout errors and long execution times in some customer organizations due to their custom Task logic.

New and enhanced features

General features
- Add Zoom Revenue Accelerator option under Zoom User Settings
  The Zoom Revenue Accelerator Settings option has been added to the Zoom User Settings page. This enhancement includes open authorization (OAuth) functionality, enabling the addition of a Salesforce connection for the Zoom Revenue Accelerator (ZRA) product in the integration service database, similar to the existing process for other products. If a Salesforce connection already exists, the system will update the existing connection row with the ZRA product value. This connection will be used when making Salesforce API calls requested for ZRA dialer functionality through the proxy API.
Meeting & Webinar features
- New fields and improved logic for Zoom Meetings
  The trigger logic for events and meetings has been updated. This update ensures that the creation of repeat events in Salesforce results in the appropriate creation of recurring meetings on the Zoom side. Additionally, new fields have been created for the recurring meetings data sync:
  - New fields have been added to the meeting object records to indicate the occurrence type. These fields help distinguish between individual occurrences and the main parent meeting record in the cases of recurring meetings.
  - A new field has been created to specify if a meeting is an occurrence or the main parent meeting record. This field identifies and manages recurring meetings effectively.
  - A new lookup field has been added. This field allows meeting records to relate to themselves, providing better organization and traceability for recurring meetings.
- Store email addresses of the invitees in Zoom Meeting record
  To store invitees' email addresses in Zoom Meeting records, a new custom field called Invitees by Emails is created on the meeting object. This field will also be added to the existing page layout of the package and incorporated into the necessary permission sets. Users must ensure that field permissions are observed when updating the value of this field.
- Updates to meeting and event sync logic
  The event/meeting will always link to the matched contact/lead during sync, regardless of the owner. This change ensures more accurate and expected linking of records. Previously, when syncing meeting and event records created from outside Salesforce, the system only linked the meeting/event record to the matched contact/lead if the owner of the contact/lead matched the owner of the Zoom Meeting.
- Update External Zoom Meeting page to include created meetings
  There are several updates to the Salesforce sync flow to include syncing meeting records upon creation. The External Zoom Meeting page will display meeting records that have been created but not synced to Salesforce (due to no matching record being found). Additionally, the design of the External Zoom Meeting page has been updated to align with the Meetings tab design on the Zoom Web App, providing a consistent user experience.
- Enhancements to the synchronization of recurring meeting data in Salesforce
  Additional fields are introduced within the meeting object records to better categorize each meeting occurrence. These fields have been created to distinguish whether a record is an individual occurrence or the main parent record in a series of recurring meetings. To enhance relational data, a lookup field has been added, allowing meeting records to be associated with themselves and streamlining the organization of related meetings. The trigger logic on both event and meeting triggers has been updated, ensuring seamless handling of repeat event creation from Salesforce, which corresponds with the creation of recurring meetings in Zoom. Additionally, repeat events and Zoom Meeting (ZM) occurrence records have enhancements to configured settings for meeting data synchronization, ensuring that meeting data remains consistent and up-to-date across platforms. These updates simplify the management of recurring meetings and enhance the integration between Salesforce and Zoom.
Phone features
- Support for softphone IVR navigation for call center agents
  Call center agents can use the Interactive Voice Response (IVR) key press functionality for softphone interfaces embedded within third-party applications like Salesforce and Microsoft Teams.

Resolved issues

Resolved an issue in Zoom Phone call queues where the voicemail link on a call queue is not automatically populating as expected when the voicemail is ready, and where the link only appears on the Zoom call log after a user with the necessary permissions accesses the related Task object associated with the Zoom call log.
Resolved an issue where call logs are being registered in Tasks for all users associated with a call queue, not just the user who answered the call; this issue occurred regardless of whether the Log answered calls in queue against answered member option was checked or unchecked.
Note: This fix ensures that call logs are correctly registered only for the user who answered the call when the option is enabled, or for all call queue members when the option is disabled. This fix will ensure that call logs accurately reflect the intended behavior based on the configuration settings.
Resolved an issue where users encountered discrepancies between the picklist values displayed in the native Salesforce UI and the Zoom softphone widget. Specifically, the softphone widget was not adhering to the profile-specific picklist values and dependent picklist values defined within Salesforce.
Resolved issue where no call history was recorded in Activity under Contact object (but under the member list object, there is call history), and where some call history shows NULL in related to, the other calls show the name in related to under the Task object.
Resolved an issue where there was a typo in the Zoom Contact Center SMS channel configuration.
Resolved an issue where the entity field could not get the entity list when saving the configuration in the Zoom Contact Center integration.
Resolved an issue regarding the direction displaying inbound on the engagement page, even though it was an outbound call.
Resolved an issue where the screen pop still occurred even with the settings being off in the softphone layout, and where the screen pop no longer occurred after removing the contact or all objects (contact, case, account).
Resolved an issue when the SFDC CTI connector was used for screen-pop cases, in some scenarios, the Relate to field was not populating the case number or engagement ID.
Resolved an issue where the profile section displays the Address book field as Salesforce even when this is not present when searching by extension number.
Resolved an issue where a new agent did not receive a screen pop for contact details when that same agent completed a warm transfer to another queue (escalates the call), and a new agent picked up.
Resolved an issue where users who rapidly send a second SMS following an initial message encountered an error that was displayed as a red banner at the top of the Zoom Phone widget interface, stating: "Your Direct Number has been removed by your admin. You cannot send message."
Resolved an issue where the SMS tab stayed visible in the Zoom Phone widget in Salesforce when the user did not have the SMS capability enabled (and the user could not send or receive SMS messages).

July 22, 2024 version 2.16.0

Changes to existing features

Save lead or contact ID when a call is ringing
The lead or contact ID will be saved during the ringing phase if the user clicks to dial or selects a lead/contact on the keypad. This change ensures that the target lead or contact is accurately recorded as soon as the call is initiated, reflecting the user's intent from the moment they click to dial or make a selection. This enhancement ensures that call records accurately capture the intended target from the beginning of the call process. Previously, the lead or contact was only saved when the call was accepted and the Note page was displayed.

New and enhanced features

Contact Center Features
- Screen Pop setting for post-engagement
  Account owners and admins can enable or disable the Screen pop activity/task record setting. This setting enhances agent workflows by controlling the screen pop behavior for task records created after call engagements. When this setting is enabled, the CTI will screen-pop the task record created for the call once the engagement is completed. Agents will see the auto-created task record screen pop once the engagement is completed. When this setting is disabled, the task record will still be created in Salesforce, but the screen pop will not occur after the engagement is completed. Agents will not see the auto-created task record screen pop, but the task record will still be created in Salesforce. This update aims to provide greater flexibility and control over task record management, improving the efficiency of post-call workflows for agents.
Phone features
- Create click to SMS button for the mobile click-to-call layout
  Agents can click a phone number within the Salesforce mobile app to initiate a call directly through the Zoom Phone mobile app. An option for click-to-SMS has been added. This option allows agents to send SMS messages directly from the Salesforce mobile app. The click-to-SMS feature uses the admin settings for both click-to-call and click-to-SMS.

Resolved issues

Resolved an issue where the authentication method checkbox value did not refresh when the user selected the Cancel button.
Resolved an issue where a custom record, that has a phone field and is allowed to be related to, does not get automatically linked to an object in the Relate to field.
Resolved issues where no call history is recorded under Activity in the Contact object, though it is present under the Member List object, and where some call histories show NULL in the Related to field under the Task object.
Resolved issues with Salesforce Voice Channel Configuration settings and UI text on the Zoom web portal.
Resolved an issue where recording links were not populating for new engagements in Salesforce.
Resolved an issue where the screen pop did not show contact details if an agent does a warm transfer to another queue in Zoom Contact Center.
Resolved an issue where the wrong lead or contact name would be displayed for a canceled outbound call on the history list.
Resolved an issue where the deletion dialog box did not indicate what specifically was being deleted and did not include verbiage that both the notes and tasks were being deleted.
Resolved an issue where screen pops would open in a sub-tab whenever there was an active account, contact, or lead.
Resolved an issue where recordings appeared on the Zoom app, but the recording URLs were not synced or shown in Salesforce for certain calls.

June 28, 2024 hotfix version 2.15.1

Resolved issues

Resolved an issue where the Subtask Type field in the Task could not be edited.
Resolved an issue where the event did not link to the lead record when an event and meeting record were created.

June 24, 2024 version 2.15.0

Changes to existing features

Add a toggle to the Preview number before calling or messaging setting
Under the Click to dial section in the Zoom web portal, account owners and admins can enable or disable the Preview number before calling or messaging setting toggle. This setting controls whether the preview number can be edited. When this setting is enabled, it will always show a preview window that allows admins the ability to edit the number before proceeding to perform the desired action.

New and enhanced features

Admin features
- Screen Pop settings for voice channel
  The Salesforce CTI integration allows account owners and admins to configure the Screen Pop Settings for the voice channel in the Zoom Contact Center admin portal. This setting allows admins to choose whether agents see the screen pop of matching CRM records during call ringing or after the call is answered. This setting applies to both softphone layout and IVR-based search settings. Agents see the Screen Pop Settings according to the configured setting for inbound and outbound engagements.
- Support for creating call log records for SMS activity
  Call log object records are available for SMS activity. Account owners and admins can enable or disable the setting to log additional data for SMS in the existing Zoom Call Log object for SMS, sent or received, using the Zoom Phone widget. This feature is disabled by default. When enabled, the phone numbers of the parties are added as fields in the task record and Zoom Call Log object.
Integration features
- Salesforce SMS channel configuration
  A new configuration UI for SMS channel settings, including phone and IVR screen configurations, is added to the Zoom Contact Center integrations configuration page. This provides a streamlined and user-friendly interface for managing SMS channel settings with the new UI design. Additionally, a Computer Telephony Integration (CTI) adapter functionality, specifically for the Salesforce CRM adapter, is added to the ZECO platform. This feature enhances the integration between ZECO and Salesforce CRM, enabling more efficient and seamless telephony interactions within the CRM environment.
User features
- Zoom Meetings enhancement with real-time sync
  Account owners and admins can sync Zoom Meeting details to Salesforce in real-time when a meeting is scheduled. This feature enables better tracking and reporting of meeting information within Salesforce by capturing meeting details as soon as the meeting is created. It also helps ensure accurate linking of meetings to the correct contacts or leads, even if attendees do not sign in to the meeting. Admins must reauthorize Zoom Meetings to use this feature.
- Update caller search API to support phone numbers
  The SMS, caller search, and phone fields Salesforce Object Search Language (SOSL) for the caller search functionalities are available in the SMS channel configuration. Other features, such as creating tasks and session history after the SMS ends, are still available. This feature must be enabled by Zoom.

Resolved issues

Resolved an issue where the Click to dial setting and preview number feature behavior did not function correctly.
Resolved an issue regarding the Screen Pop occurring (not required) when an agent attempts to click to call, and the agent is already aware of who they are calling.
Resolved an issue where the OAuth window closes only when the user receives an OAuth result message.
Resolved an issue where the current object showed the record name of the custom object when a click-to-call is made from the custom item of the custom object.
Resolved an issue where the incorrect app name, instead of Salesforce, would be used when recording and voicemail were received.
Resolved an issue where the user would always land on the Zoom Meeting OAuth screen instead of their selected product's OAuth page.
Resolved an issue where Zoom Events registrant questions were not stored into Salesforce.
Resolved an issue where the contact/lead record populated an incorrect name when a contact or lead saved the same phone number, with a different format, both in the Mobile and Phone fields.

May 27, 2024 version 2.14.0

New and enhanced features

Admin features
- Manual data resync for Salesforce integration with Zoom Events
  Account owners and admins can manually resync data between Zoom Events and Salesforce Lightning. This feature pulls over all relevant registration and attendance data per the integration setup and updates the campaign member object as well as creates contacts or leads accordingly. The ability to manually resync data helps prevent valuable data loss in the CRM system and aids in troubleshooting.
- Zoom Contact Center Global configuration setting to preview phone number before auto-dial
  Account owners and admins can now enable the Preview number and pick an option feature in Global Settings by accessing their Zoom web portal and navigating to the Integration menu. This feature allows agents to view a phone number before initiating an automatic dial when using Click-to-dial.
General features
- Zoom Contact Center Salesforce configuration integration enhancement
  Account owners and admins can configure CTI connector settings in a more intuitive way. A new setup screen allows admins to indicate the voice, video, and chat channels their agents will be using within CTI connectors. Admins can navigate between the setup screen and channel configuration settings. The configuration status for each channel is clearly displayed, making it easier to manage the setup process. Enhancements have also been made to search and screen pop settings, providing greater flexibility and control.
- Enhancement to the Zoom for Lightning managed package
  The user field permissions will be respected when displaying customized call log fields in the Zoom Phone CTI widget.

Resolved issues

Resolved an issue where when starting a Zoom Meetings from an event within Salesforce Lightning, users would get an error message stating "Start Zoom Meetings failed. The start URL is incorrect"
Resolved an issue where after ending a Zoom Webinar, attendees were not created automatically but would be created after clicking the SYNC button
Resolved an issue where Zoom Phone users would become unavailable despite being able to make calls after reaching a rate limit
Resolved an issue where after signing into the Zoom Events setting page, admins would receive an error message stating "A Component Error has occurred!"
Resolved an issue where click-to-dial from the Zoom Phone contact roles was generating an error message stating "Operate task failed. Please try again later"
Resolved an issue where a Zoom Contact Center customized role was generating a transfer error for direct or warm calls
Resolved an issue where Zoom Contact Center callback recordings were not showing on session history
Resolved an issue where Zoom Phone lead or contact would not auto-populate after a call

April 22, 2024 version 2.13.0

New and enhanced features

General features
- Enhancement to Zoom Contact Center SOSL
  The IVR search mechanism for Zoom Contact Center channels has been enhanced to use SOQL queries instead of SOSL, resulting in improved search outcomes.
- Enhancement to Zoom Contact Center CTI Notes
  A character limit indicator has been incorporated into the Zoom Contact Center CTI notes component on the engagement screen.
User features
- Zoom Events Sync to Salesforce Fields enhancement
  The Zoom Events registrant field mapping user interface has been enhanced to include Lead and Contact objects, alongside Campaign Member, allowing for a broader display of options.

Resolved issues

Resolved a Zoom Events issue where attendees' data was not synching properly
Revolved a Zoom Phone issue where the default text was overwriting the subject line input provided by users
Resolved a Zoom Meetings issue where the external meeting page stopped working
Resolved a Zoom Webinars issue where attendees' data were not synching when joining as guests
Resolved a Zoom Phone click-to-call functionality issue in the Salesforce mobile app
Resolved a Zoom Meetings issue to allow meeting details to correctly be copied into the event description field
Resolved a Zoom Phone issue where notes were disappearing during a subsequent call when Auto Save Log was disabled
Resolved a Zoom Contact Center issue where the end time session displayed the incorrect date for completed voice engagement

April 15, 2024 version 2.12.1

Resolved issues

Resolved an issue introduced in version 2.12.0 where the Ignore internal calls setting was unexpectedly causing an Operate note failed. Please try again later error

April 1, 2024 version 2.12.0

New and enhanced features

Admin features
- Zoom Meetings feature
  - Disable Salesforce event record
    Account admins can disable the Salesforce event record creation when the external Zoom Meeting records are synced in Salesforce. The feature is disabled by default.
- Zoom Revenue Accelerator features
  - Zoom Revenue Accelerator custom tab
    A new custom tab has been added for the Zoom Revenue Accelerator object in the package.
  - Zoom Revenue Accelerator pagination
    The Zoom Revenue Accelerator Lightning Web Component has been enhanced to allow users to click through multiple cards using pagination.
- Zoom Event feature
  - Enhancement to Zoom Event campaign
    Admins can use a setting to manage their campaign member trigger and business logic.
- Zoom Contact Center feature
  - Enhancement to Zoom Contact Center voice IVR search
    The voice IVR search has been enhanced to utilize SOQL instead of SOSL for searching records based on IVR search configuration for chat and video channels. This resolves client issues encountered with record screen pop using IVR search settings when records are created from the Zoom Contact Center flow setup.
- Zoom Phone feature
  - Enhancement to agent note for Zoom Phone for Salesforce Lightning
    Account owners and admins now have the option to configure whether the delete button is enabled or disabled in the agent notes screen. Previously, the delete button was always visible. With this new configurable option, admins can disable the delete button by default, preventing accidental note deletion and improving data integrity.
User features
- Zoom Phone feature
  - Enhancement for SMS for Zoom Phone for Salesforce Lightning
    Users can conveniently click on image links within their SMS conversations to seamlessly view the images. Additionally, an option to download these images is now available, offering a more user-friendly and versatile experience.

Resolved issues

Minor bug fixes
Resolved an issue where internal calls using extensions or phone numbers were being logged under the wrong customer
Resolved an issue where the Session History object failed to populate for certain users in specific reports
Resolved an issue where Zoom Events data was not synching activities for campaign members, attendees, and registrants
Resolved an issue where inbound, outbound, and internal calls categorization was missing in Salesforce
Resolved an issue where Zoom Meetings senders' email was being incorrectly added to the “To” part of the email invitation

February 27, 2024 version 2.11.0

Resolved issues

Resolved an issue where the end time of a call was mistakenly showing up as the start time in the Salesforce call logs
Resolved an issue where users' calls and SMS were being deleted whenever another call or text was made after 24 hours, and these interactions were not being logged in Salesforce

January 23, 2024 version 2.9.0

New and enhanced features

Admin features
- Zoom Phone feature
  - Enhancement to Click-to-Dial
    Account owners and admins can allow the click-to-dial object to either display or not extensions in phone numbers when placing phone calls. By default, the click-to-dial object is set up to display a phone number without an extension.
- Zoom Revenue Accelerator
  - Zoom Revenue Accelerator integration
    Starting from Zoom for Salesforce for Lightning version 2.9.0, account owners and admins can leverage the Zoom Revenue Accelerator seamlessly within Salesforce to generate new activities through conversation analysis. Admins are recommended to upgrade to Zoom for Salesforce for Lightning version 2.9.0 and activate Zoom Revenue Accelerator within the integration for optimal results in publishing information. This empowers admins with enhanced flexibility and control over the information publication process directly into Salesforce.
User features
- Zoom Phone feature
  - Unmatch record
    Unmatched call records, those not associated with a task, are marked with an indicator for easy identification within the call log history. Once identified, users can efficiently allocate these records to a contact or lead, streamlining the management of call data.

Resolved issues

Minor bug fixes

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

Admin features
- Click-to-call from the mobile client
  Account owners and admins can now choose the object to use for the click-to-dial object to allow their users to dial a phone number from the Zoom Phone for Salesforce Lightning app on their mobile client. Admins need to update their Salesforce package to use this feature.
- Enhancement to the Match by username/email setting
  Account owners and admins will receive a warning notification when modifying the Match by username or email setting, indicating that the alteration will result in removing the Zoom OAuth connection. Any changes applied to the setting cancel the existing OAuth authentication and users must make a new authorization. This feature applies only to Zoom Phone, Zoom Events, Meetings, and Webinars.
Integration features
- Salesforce registration field mapping
  Default Zoom Events registration fields are pre-mapped to corresponding fields in Salesforce, eliminating the extra time required used manually map fields.

Resolved issues

Minor bug fixes
Resolved an issue where participants were not properly displayed after a meeting ended
Resolved an issue where when ending a phone call, the task status remained set to "In progress" instead of changing to "Completed"
Resolved an issue when a meeting was created in Salesforce, the description was not displayed on the event page or disappeared at the end of the meeting

November 20, 2023 version 2.7.0

Changes to existing features

Zoom Contact Center Features
- Enhancements to calling with contact center CTI connectors and Zoom Phone
  Agents using a Zoom Contact Center CTI connector integration can directly call or transfer calls to Zoom Phone users. This allows seamless connectivity between the Zoom Contact Center agents and Zoom Phone users, improving workflow efficiency.

Zoom Phone Features
- Enhancement to Play recording
  The play recording feature now includes support for accessing the Call Queue call log recording using the play recording component. Additionally, The modification in logic ensures that when the field is empty, an API call is initiated to verify the existence of the recording for the specified call and user. If the API returns a success, the following actions are taken:
  - The URL is added to the recording URL field.
  - The Recording play component is displayed.

Resolved issues

Minor bug fixes

October 23, 2023 version 2.6.0

New and enhanced features

Zoom Events Features
- Create and manage leads
  Account admins and owners can manage if Zoom generates new leads, created from a Zoom Event, in Salesforce or not. Account admins can maintain their systems of record and control which system is creating and updating Salesforce leads. This setting is disabled by default.
- Sync poll and Q&A in the attendee sync user’s session-level engagement
  Event organizers can now sync polls and Q&A in the user’s session-level engagement.
- Sync registrants from Salesforce to Zoom Events
  Syncing Zoom Events registrants from Salesforce to Zoom can now choose the method of Authentication of Registrants, whether it is via a Zoom Account or just a guest joining with email.
Zoom Phone Features
- Screen pop flow
  Salesforce admins have the capability to activate the Pop Flow screen option for Zoom Phone. This is achieved by configuring Salesforce's softphone layout in the Salesforce setup. Enabling this feature allows agents who answer inbound calls to be seamlessly directed to their customized flow during the screen pop event.

Resolved issues

Minor bug fixes

September 25, 2023 version 2.5.0

New and enhanced features

Admin features
- Prevent multiple records for each member within a call queue
  Account owners and admins can enable a setting that logs exclusively the calls answered by a member within a call queue.
- Sync Zoom Events to Salesforce
  Account owners and admins have the option to toggle the synchronization of Zoom Events data with Salesforce on or off. By default, any connected Zoom Event is set to be synchronized. Additionally, admins can add campaign members to Zoom Events that are not already registered.
Agent and consumer features
- Web chat support for Salesforce integration - Post-engagement
  The Zoom Contact Center Salesforce integration supports 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 being screen-popped as soon as they accept a web chat engagement (screen pop feature) 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). For Salesforce Integration, a new version (1.12.0) of the integration package will be released in the Salesforce App Exchange. As a result, customers using SalesForce Integration need to install the new package to use the web chat channel. Contact Zoom Support to enable WebChatCTIConnector for your account.
User features
- Enhancement to sign-in process
  When a user is signed into the Zoom Phone Lightning Salesforce integration, they will be kept signed in when they close their browser and/or for 7 days. Previous users were signed off when closing their browser and/or after 3.5 days.

Resolved issue

Minor bug fixes

August 21, 2023 version 2.4.0

Resolved issue

Resolved an issue where the ICS file was showing unsupported in Outlook when sending an email to multiple attendees
Resolved an issue when answering a call from the softphone in which the call control was lost and the notes page disappeared
Resolved an issue where SMS was logging in to Salesforce but not linking to contacts
Resolved an issue where users couldn't be heard while on a call using Contact Center
Resolved an issue where calls were not ringing for agents in Contact Center

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

Phone features
- Related To settings enhancement
  The Zoom Phone settings now allow admins to easily select items in the Related To settings to apply them to the Zoom Phone widget.
Contact Center features
- Video engagement
  The Salesforce integrations for Zoom Contact Center support the video channel. As a result, agents can receive incoming video engagements, make outbound video calls, upgrade a voice call to video call, and chat with the consumer using in-video chat during the video engagement within the integration. During an incoming/outbound video engagement, the agent can see the customer screen pop within the CRM based on the 'email address' match. Configuration settings have been updated with video channel settings for Screen pop and search settings.

Resolved issues

Resolved an issue where when starting an instant meeting from a contact, the start time and end time only populated on the first meeting that only had one participant
Resolved an issue where Contact Center session histories were not updating
Resolved an issue where Zoom Phone users were unable to view the user settings
Resolved an issue where standard users could not use Zoom Phone

June 19, 2023 version 2.2.0

New and enhanced features

Phone features
- Shortcut for direct call and/or SMS
  The shortcut for direct call or SMS is available in Zoom Settings for account admins and is disabled by default. Enabling this feature allows users to conveniently make phone calls or send SMS messages directly from Salesforce.

Resolved issues

Resolved an issue where sending email to attendee for instant meeting was generating an error
Resolved an issue where when a user’s name contained a middle initial, a call couldn’t be attached to their account in causing the call to be unsearchable in Zoom Contact Center
Resolved an issue regarding webinar panelists details not syncing properly between Zoom and Salesforce
Resolved an issue regarding instant meetings started from a contact not properly emailing any additional emails provided in the To field

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

Meeting/Webinar features
- Enhanced meeting details sync
  When updating meeting details, either through the automatic webhook or manual sync, meeting topic, start date/time, and end date/time are also synced.
Phone features
- Enhancement to Unlinked Zoom Call Logs
  The Unlinked Zoom Call Logs feature is now enabled by default to match a contact/lead. Previously the feature was disabled by default.
Contact Center features
- Auto-close engagements
  If the auto-close engagement setting is enabled in the Zoom web portal, a task and session history record will be created in Salesforce. If configured, the default disposition code will also be auto populated.
- Enhancement to Auto-close engagements at the end of wrap-up duration
  When enabled, task and session history records are generated for inbound and outbound voice/video interactions in Salesforce CRM and Zoom web portal.

Resolved issues

Minor bug fixes
Resolved an issue where editing previous event record was generating error message “Cannot change the start date before today”
Resolved an issue where created tasks will not associate with session history if the Zoom Contact Center engagement is auto closed
Resolved an issue where incorrect Zoom Contact Center contact was displaying when searching for certain phone numbers
Resolved an issue where an error display after successfully transferring a Zoom Contact Center voice call
Resolved an issue where the case creation link in the Zoom Contact Center post-engagement screen is missing
Resolved an issue where some organizations with encrypted fields were unable to install the V2.0 package
Resolved an issue where creating an instant meeting was not sending emails to attendees
Resolved an issue where meetings created within Salesforce were showing under the external Zoom Meeting item
Resolved an issue where a task icon was showing instead of the phone when making or receiving a call
Resolved an issue where package 1.x could not update to 2.0
Resolved an issue where setting the time zone to GMT+8 was providing the wrong call log date/time details
Resolved an issue where dispositioning a call in the integration was no generating a task record in Salesforce

April 24, 2023 - version 2.0.0

New and enhanced features

General features
- Support for phone, meetings, and webinars
  The Zoom for Lightning Salesforce app supports Zoom Phone, Zoom Meetings, and Zoom Webinars. Salesforce users can access phone, meetings, and webinar functionality within the Salesforce app, such as making outbound calls and joining meetings.
  Note: This app is only recommended for new customers who don't need to migrate from the legacy app. Customers using the Zoom for Lightning app (for Zoom Contact Center) will see active tiles for Zoom Phone, Zoom Meetings, and Zoom Webinars.
Contact Center features
- Enhancements to integration settings
  Account owners and admins with the Salesforce integration can edit configuration settings in the Zoom web portal to pair Zoom Contact Center variables with Salesforce objects. When this is configured, the integration will search based on the caller's IVR inputs and display the information to agents in a screen pop inside Salesforce. Admins can also enable or disable automatic call logging, activity/task creation, and call recording URL.
- Search name or number for outbound calling
  Agents using the Salesforce integration for outbound calling can search matching records by entering a name or phone number.
- UI enhancements
  Agents see all matching records if the integration returns multiple matches. This applies to inbound calls, outbound calls, and when using the dial pad to search a phone number.
- Consumer and engagement information
  Agents will see a screen pop with related consumer and engagement information like name, email, and custom variables.

March 22, 2023 - version 1.13.0

New and enhanced features

Search name or number for contact/lead objects
Agents using the Salesforce integration for outbound calling can search contact/lead objects by entering a name or phone number.

February 28, 2023 - version 1.12.0

New and enhanced features

Post-engagement screen for call transfer scenarios
Agents will be taken to the post-engagement screen after they transfer a call.

Resolved issues

Resolved an issue where session history was not recorded when an agent makes an outbound call then transfers it to a queue

December 19, 2022 - version 1.11.0

New and enhanced features

Enhancement to the engagement experience
The Person Account object record can now auto-populate in both the engagement and post-engagement screens of the softphone. This is implemented for all three call scenarios such as inbound, outbound, and click-to-call, and is supported for single-match, multi-match, and no-match cases.

Resolved issues

Removed unused custom fields from the packages that were on Lead and Contact objects

October 24, 2022 - version 1.10.0

New and enhanced features

- Enhancements to post-engagement experience
  When an engagement is completed, the Task record screen appears without needing to refresh the page.

October 22, 2022

New and enhanced features

Enhancements to post-engagement experience
There are several enhancements to the post engagement experience for agents:
- There is a single Done button to save disposition and notes.
- During an inbound or outbound call, all matched leads/contacts will appear in the post engagement screen. Outbound calls also include calls made using a click-to-dial link.

September 22, 2022 - version 1.9.0

New and enhanced features

New support links
The help buttons contain links to relevant Zoom support articles.

Resolved issues

- Resolved an issue where users could not search for contacts and accounts in Salesforce