Setting up outbound messaging for Zoom Contact Center

Zoom Contact Center admins can enable or disable agents' ability to send outbound messages from queues they're a member of. This is disabled by default.

Requirements for setting up outbound messaging

• Pro, Business, or Education account
• Account owner or admin privileges; or relevant role/privilege
• Zoom Contact Center license
• Messaging queue created

How to set the default outbound messaging number (optional)

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 General Settings section, change the following settings:
   • Outbound Messaging
     • Click the first Assign Number to assign an outbound number to send all outbound SMS messages, including notifications for callback, rejoin video, outbound video, and upgrade to video.
     • Click the second Assign Number to assign a default phone number for messaging and SMS queues with outbound enabled.
       Note: Follow the next section to get the outbound SMS number at the queue level.
     • Click the third Assign Number to assign a default phone number for WhatsApp in messaging queues with outbound enabled.
   • SMS Options
     • Send International SMS: Allow agents to send international SMS messages.
     • Receive International SMS: Allow agents to receive international SMS messages.
     • Auto Reply (Optional): Enter a text message that will be automatically sent in response to incoming SMS messages.

How to enable or disable outbound messaging for a queue

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 Queues.
3. Click the display name of the messaging queue you want to edit.
4. In the Outbound Settings section, click the Outbound Messaging toggle to enable or disable it.
5. If a verification dialog displays, click Enable or Disable to verify the change.
6. If enabling outbound messaging, change the outbound queue settings.
   • SMS Phone Number: Click Assign Number to assign caller ID numbers to the queue. Agents will be able to select one of these caller ID numbers when sending outbound messaging. Select the phone numbers to assign, then click Save.
   • WhatsApp Phone Number: Click Assign Number to assign a WhatsApp phone number to the queue. This number will be used as the caller ID for outbound WhatsApp messages sent by agents.
   • Launch URL: Launch a URL during outbound engagements.
   • Dispositions: Add dispositions and sets for agents to categorize their engagements when the outbound engagement is completed.
   • Wrap-up auto-close: Click the toggle to automatically save and close wrap-up at the end of the wrap-up duration. When turned off, wrap-up will close after 12 hours.

How to set the default outbound queue for a contact center user

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 Users.
3. Click the display name of the user you want to edit.
4. Scroll down to the Queues section.
5. Next to Default Outbound Queue, click Add under Messaging Channel. If there's already a default outbound queue, click Edit then click one of these options:
   • Choose from Assigned Queues: Change the default outbound SMS queue.
   • Delete: Remove the default outbound queue.
6. Select the queue to use as default for outbound message, then click Save.
   Note: You will only see queues that the user is a member of, and have outbound messaging enabled.
7. Click Save.