Setting up email channels in Zoom Contact Center

Zoom Contact Center admins can enable the Google or Office 365 Email channel to receive and respond to consumer emails through Zoom Contact Center flows. This allows integrating email engagements into existing workflows to provide a unified cross-channel experience. Consumers benefit from personalized and automated email responses.

After setting up the email channel, agents can use email controls in the Zoom desktop app.

Requirements for setting up email channels

Table of Contents

How to change email queue settings

After creating an email queue, you should pay attention to the following settings. Learn more about queue settings.

How to connect an email account

To establish email channels:

  1. Sign in to the Zoom web portal as an admin or another role with the privilege to edit account settings.
  2. In the navigation menu, click Contact Center Management then Preferences.
  3. In the Email Engagements section, click Connect New Email and select either Sign in with Google or Sign in with Microsoft.
  4. Sign in with your Google or Microsoft account and follow the on-screen instructions to connect to your Google or Microsoft account.
  5. (Optional) Click the ellipses icon , then click Rename to change the Sender Name for the connected email account. The Sender Name is the display name shown to consumers that receive the email.

How to add the connected email account as an entry point

Once the email account is successfully connected, you will see the email address with a Connected status. The connected email account will be available as an entry point for email flows. Follow the instructions to add an entry point to an email flow.

How to change account-level email engagement settings

After setting up an email queue, flow, and connected accounts, change email engagement settings like handling rules and email signature.

  1. Sign in to the Zoom web portal as an admin or another role with the privilege to edit account settings.
  2. In the navigation menu, click Contact Center Management then Preferences.
  3. In the Email Engagements section, change these settings: