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

Table of Contents

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:

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.

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:
  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.