Understanding Virtual Agent knowledge base sync types

This article outlines the various knowledge base sync types available for Zoom Virtual Agent. Additionally, it offers detailed guidance on selecting the appropriate sync type based on different scenarios to optimize the performance and accuracy of the Virtual Agent.


This article covers:

3rd party integration

This sync method leverages APIs to synchronize knowledge base data either on demand or through scheduled intervals. Users can opt for preconfigured integration connections with supported CRM tools like Zendesk, ServiceNow, Salesforce, Kustomer, or Confluence.

When to use it:

This is the preferred method whenever possible. If a customer hosts their knowledge base content on a supported CRM integration such as Zendesk, ServiceNow, Salesforce, Kustomer, or Confluence, they should opt for 3rd party integration. This ensures the fastest and most efficient syncing of knowledge base content, streamlining the process for seamless integration between their CRM tool and Zoom Virtual Agent.

Web sync

Web sync employs various techniques to gather website content, including HTML selectors, website structure analysis, and JavaScript execution. It offers three distinct methods: Sitemap, Link Discovery, and URL Upload, each suited to different website structures and content requirements. 

When to use it:

This is the next best option when 3rd party integration is not available and your knowledge base content is publicly accessible. There are three types of web syncs, listed below in order of efficiency:

  1. Sitemap: Ideal for well-structured websites with a .xml sitemap containing the pages you want in your knowledge base, the sitemap sync offers users maximum control over content crawling by leveraging the website's structured sitemap. This method is preferred because Zoom Virtual Agent can preview all URLs upfront, enabling users to select specific ones for syncing. It also simplifies configuration and offers more accurate progress tracking.
  2. Link Discovery: When a website lacks a complete sitemap but the content is stored in a dynamic list of URLs (for example, more than a single FAQ page). 
  3. URL Upload: When a website lacks a complete sitemap and the content is stored in a static list of URLs. This is ideally suited for smaller sets of support content, like FAQ pages or a defined list of pages, the URL Upload sync simplifies content acquisition by allowing users to specify URLs directly.

Manual sync

Manual sync allows users to manually input question and answer data into Zoom Virtual Agent's system. This method grants users full control over content creation, ensuring accuracy and customization according to their specific requirements.

When to use it:

Opt for manual sync when dealing with offline content sources like PDFs or Word Docs, or when manual input is preferred for precise control over data entry.

Custom API connector

Users can create and manage a knowledge base using a custom API connector, enabling the option to write a script to pull content from any external system and push that content into the Zoom knowledge base. 

When to use it:

This is a good alternative for customers who cannot use Zoom Virtual Agent’s native knowledge base solutions. While this method gives you the most flexibility, it will also require technical expertise to initiate API requests and access customer knowledge base content.