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

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

Released

Note: The information in the past release notes may have been superseded by subsequent release notes.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

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