• Release notes for Zoom Virtual Agent
• Release notes for Zoom Contact Center
• Release notes for Outlook add-in

Release notes for Zoom Virtual Agent

New and enhanced features

• Admin features
  • Knowledge base setup enhancements
    Zoom Virtual Agent is introducing a new landing page and workflows for admins to setup new knowledge bases. After selecting Add Knowledge Base , admins will see a new landing page and a unified user experience across all knowledge base types. In addition to the simpler interface and processes, we have also included high level guidance for admins to help decide which type of knowledge base to choose at setup within the application as well as publishing developer docs and support articles to guide the process.
  • Role-based permissions for Zoom Virtual Agent
    Account owners and admins can set granular permissions for different roles to access various components of Zoom Virtual Agent such as chatbots, intent management, knowledge base, and integrations. Admins can specify view-only or edit permissions for each role for secure access and adherence to the principle of least privilege. These granular permissions also extend to the Operational Portal (OP) to support engineers troubleshooting customer accounts.
  • Geographic storage location for chat transcripts
    Admins can configure the geographic storage location for their chat engagement transcripts with Zoom Virtual Agent bots. This feature enables admins to meet regional data privacy regulations by allowing them to specify the region or country where their transcript data must be stored. For customers using both Zoom Virtual Agent and Zoom Contact Center, the transcript storage location can be synchronized across both products, ensuring consistent data storage compliance.
  • Secure email validation with OTP
    Account owners and admins can validate the consumer's email address by sending a one-time password (OTP) to the provided email. The OTP is dynamically inserted into a fixed email template and sent to the user. Users have the option type or paste the received OTP code, and regenerate the code if needed (maximum of 3 attempts). If the authentication is successful, users can proceed to the next step. If authentication fails after the maximum number of retries, the flow exits. This feature helps ensure the email address belongs to the intended user, enhancing security and user experience. This feature must be enabled by Zoom.
  • Embedded campaigns wildcard selector
    Admins can set up a web chat campaign with an embedded invitation that uses existing HTML on their website. Admins have the ability to allow for either exact value or wildcard searches. When defining the link validation, admins can choose from the left-hand selectors whether it uses Class name, HREF value, Href query or attribute query. This simplifies the process of launching the web chat or bot on multiple pages with varying URLs.

Resolved issues

• Minor bug fixes

Release notes for Zoom Contact Center

New and enhanced features

• Admin features
  • Enhancements to messaging PII redaction during transfer
    Users can view unredacted messaging transcripts during an active engagement, even if Personal Data Redaction is enabled. For example, if an agent transfers an engagement to another agent, the second agent can see the messaging transcript with the consumer's personal data unredacted. This gives agents the necessary context to fulfill the consumer's request. Once the engagement is complete, the system redacts personal data from the transcripts if redaction is enabled. This feature protects consumer privacy while allowing agents to provide seamless service.
  • Enhancements to email transcript management
    Account owners and admins can manage email transcripts in Zoom Contact Center. They can set permissions to grant roles access to download or delete email transcripts. Admins can also configure the storage location for email transcripts and download or delete transcripts from the Engagements logs. Transcripts capture details like timestamps, participant information, and email content, enabling comprehensive review and analysis of email interactions.
  • Email account disconnection alerts
    Admins are notified with alerts if the connected email account gets disconnected from Zoom Contact Center. This helps admins re-establish the connection promptly to minimize disruption in receiving new email engagements and responding to existing ones.
  • Email asset management
    Admins can create reusable email assets and save them in the assets library as system assets. Admins can then select and trigger these email assets in email flows using the Send Media widget. This allows admins to send automated acknowledgment emails to consumers without having to recreate the content manually for each flow or queue. The feature reduces redundancy and inconsistencies in email messaging, enhancing efficiency for admins.
  • Localized video disclaimer for global video engagements
    For video engagements, the video disclaimer displayed to consumers at the start is now localized to match the language of the engagement. Admins have the ability to review the default localized video disclaimer messages and customize them as needed. This localization enables consumers to receive the disclaimer in their preferred language, providing a personalized experience during video interactions with the Zoom Contact Center solution.
  • Third-party Do Not Call (DNC) service integration
    Account owners and admins can integrate outbound voice campaigns with third-party Do Not Call (DNC) services like Contact Center Compliance Corporation (DNC.com). This allows real-time scrubbing of contact lists against DNC registries before placing calls. This helps brands stay compliant with federal and state regulations for outbound campaigns. This feature must be enabled by Zoom.
  • Manage outbound campaign contacts via APIs
    Account owners and admins can manage outbound campaign contact lists and contacts through new APIs. Admins can create, retrieve, update, and delete contact lists and contacts for outbound campaigns using the /contact_center/outbound_campaign/contactlist and /contact_center/outbound_campaign/contactlist/{contactlistID}/contacts endpoints. This allows efficient integration with third-party applications and improves the process of importing contacts for outbound dialing campaigns.
    Note: This feature is dependent on Zoom App Marketplace API scopes which will be available on June 23, 2024.
  • Wrap up and disposition for engagement transitions
    Admins can configure wrap up and disposition settings for agents who were previously assigned to an engagement that involved internal transfers, or supervisor takeovers. This applies to inbound and outbound voice and video engagements. Agents can enter wrap up details and select dispositions after their part in the engagement is complete for proper documentation and closure. This allows agents to properly document and close out engagements before moving to the next one. This feature must be enabled by Zoom.
  • SMS activity tracking for omni-channel engagements
    The SMS log now captures all SMS messages sent and received during customer engagements across all channels, including voice, video, chat, and messaging. Admins can differentiate between automated SMS messages and those sent by agents, enabling them to optimize automation and ensure agent accountability. The SMS log also displays the timestamp of each SMS message, allowing admins to correlate SMS activity with other events in the event log. This comprehensive tracking of SMS communications provides admins with insights into SMS usage and associated billing charges.
  • Populate and access Agent global variables
    Account owners and admins can populate and access the global system Agent variable group with information about the assigned agent that handled an engagement. The variables are populated when an agent answers a call, transfers an engagement to another agent, or when the engagement is routed to the agent. Admins can also edit the Agent group variables and enable the Values used as External URL Parameters setting to configure the Launch URL with agent information. This allows for better tracking and integration with third-party systems.
  • Visibility into agent queue and engagement outcome
    Admins can access the assigned agent queue name and disposition for an engagement through new global variables. The global_system.Engagement.queue variable provides the queue name of the agent assigned to the engagement, which updates if the agent changes. The global_system.Engagement.disposition variable shows the disposition selected by the agent or system for the engagement. These read-only variables are accessible in flows, allowing admins to utilize this engagement data in widgets or scripts.
    Note : This feature will not be immediately available, as it is dependent on the client release currently scheduled for June 17, 2024
  • Erase personal information from email transcripts
    Account owners and admins can now redact personal data from email engagement transcripts on demand. The Erase Personal Information function has been extended to support the email channel, allowing admins to remove consumer PII from email logs. This feature enables brands to meet regulatory requirements for data privacy and fulfill consumer requests to have their personal information erased from internal systems after an engagement is completed.
  • Screen pop settings for voice channel - Salesforce CTI Connector
    Admins can configure the Screen Pop setting for the voice channel for Salesforce CTI Connector in the Zoom Contact Center admin portal. The setting allows admins to choose whether agents see the screen pop of matching CRM records during call ringing or after the call is answered. This setting applies to both softphone layout and IVR-based search settings. Agents see the Screen Pop according to the configured setting for inbound and outbound engagements. The new setting provides flexibility to customize the agent experience based on their preferences.
  • Automatic message translation for multilingual support
    Agents can automatically translate inbound messages to their preferred language and outbound messages to the consumer's preferred language. Account owners and admins can enable or disable this feature at the account and queue levels under AI Expert Assist settings. This enhances multilingual support and improves the overall customer experience.
  • Authenticated consumer identification
    Account owners and admins can configure Zoom Contact Center to leverage a new AuthenticatedConsumerID global variable. This new variable can be mapped to consumer ID information associated with an authenticated consumer available in incoming authenticated consumer JWT payload.
  • Auto sync dialer contact list with address book
    Account owners and admins can automatically sync contacts in a Zoom Contact Center address book with a outbound campaign contact list. Admins can configure the address book to use for syncing contacts from the campaign contact list setup. The contact list gets updated when contacts are created, updated, or deleted in the linked address book. This feature allows for efficient management of contact lists for outbound voice campaigns by automatically keeping them in sync with address book changes.
  • Engagement wrap-up experience enhancement
    Admins have more control over disposition selection during engagement wrap-up. Admins can make disposition selection mandatory or optional for queues. When mandatory, agents must select a disposition code and cannot skip this step. Admins no longer need to configure a default disposition for the auto-close engagement option. During wrap-up, agents can save the disposition selection and continue adding notes before ending the engagement. The wrap-up flow provides better visibility into the remaining steps, ensuring agents complete the engagement closure process seamlessly. This feature must be enabled by Zoom.
  • Queue callback timeout and handling enhancements
    Admins can set a maximum time limit for voice and video queue callbacks to remain active in the queue, after which the tasks are automatically removed. Admins also have the option to notify callers when their queue callback task is removed due to the timeout, either through an automated prompt, SMS message, or email. Admin can define time window during which queue callback is offered to the caller and they can also define callback return window during which consumer is contacted for an active callback. These enhancements provide greater control and flexibility in managing queue callbacks, leading to improved efficiency and a better caller experience.
  • Select Zoom Phone user number as outbound caller ID
    Admins can select a Zoom Phone user (E.164) number as the outbound caller ID when making calls from voice campaigns. This option is available for US and Canada native virtual and toll-free Zoom Phone numbers only. Admins are informed that using a Zoom Phone number as the caller ID is restricted to these regions. This enables agents to make outbound campaign calls with a recognizable caller ID, improving call answer rates. This feature must be enabled by Zoom.
• Agent and consumer features
  • Show original caller name and number for transferred calls from Zoom Phone
    Zoom Contact Center displays additional information on incoming call notifications and active engagements. When a call is transferred from Zoom Phone, agents can view the original caller name and number as well as details on who initiated the transfer, whether it was an Auto Receptionist, call queue, or specific user. Having this visibility into the source of the transfer enables agents to provide better customer service.
  • Real-time guidance for agents with Next Best Action recommendations
    Zoom Contact Center is introducing the Next Best Action feature, an AI-powered capability that provides agents with personalized, real-time recommendations based on customer context during interactions. Admins can configure rules to trigger actions based on intents and variables. Next Best Action recommendations aim to guide inexperienced agents towards desired outcomes and improved customer experiences.
  • Automatic loading of AI Expert Assist results
    When AI Expert Assist detects a match, the relevant knowledge base articles, next best actions, and information retrieval results are automatically loaded for agents, without requiring them to click a button. Agents can clearly see when there is a match and can pin the desired result to prevent it from being replaced by new auto-loaded results. Duplicate results are not displayed, reducing clutter and confusion. This enhancement enables agents to access the right information at the right time, enabling them to focus on the customer interaction.
  • Auto-disposition and smart note generation for engagement wrap-up
    Agents can automatically see the recommended disposition and AI-generated smart notes when an engagement ends. Agents have the option to edit the disposition or notes before completing the wrap-up. This automation of wrap-up activities saves agents time and effort after each customer interaction.
    Note : To enable a 1-click wrap up experience, the smart note pre-generate setting must be enabled in the admin console.
  • Support for queue ID verification
    The Zoom App Marketplace now runs a check on the queue ID to verify if the queue ID of the current request matches the ID of the queue which has the app assigned. This verification process prevents apps from being opened by unauthorized Zoom Contact Center agents who are not part of the assigned queue. Agents can only access apps that are authorized to their assigned queue, enhancing security and access control for agent app usage during engagements.
  • Agent notifications for supervisor actions during SMS conversations
    Agents can now see clear indications or notifications when a supervisor joins or takes over their ongoing SMS conversations. When a supervisor begins listening, viewing, whispering, or barging on an agent's conversation, the agent receives a notification to stay informed. Additionally, agents are notified if a conversation is taken over by another user, providing transparency and preventing confusion. This feature must be enabled by Zoom.
  • SMS channel support for agents
    Agents using the Zoom Contact Center CTI connector embedded in third-party CRMs like Salesforce, Zendesk, ServiceNow, and Microsoft Dynamics 365 can now interact with consumers via SMS. Agents can both receive SMS and send SMS engagements using CTI connector. Agents can select the phone number for outbound SMS messages. If dispositions are not configured, closed SMS engagements move to the agent's Recently closed list. If dispositions are configured, agents have 12 hours to provide a disposition for closed SMS engagements. This enhances the omni-channel capabilities of Zoom Contact Center by enabling agents to handle SMS interactions efficiently. This feature must be enabled by Zoom.
  • Improvements with Zoom Contact Center native video SDK
    Numerous improvements with Zoom Contact Center native video SDK have been implemented to enhance agent experience. Key features include noise suppression for agents, leveraging the desktop client's audio profile settings for optimal sound quality. Video clarity and visibility have been significantly upgraded, now supporting resolutions up to 1080p. Agents can now maximize screen shares to full screen and utilize zoom functionality during screen share and remote control, ranging from 50% to 300%. The native video SDK is currently available for Windows with minimum client version 6.0.10.
  • New message notifications for consumers
    Consumers can now receive enhanced notifications to inform them when they receive a new inbound message from a brand. This includes playing a notification sound and showing a browser tab notification. Consumers will need to grant browser permissions in order for this functionality to work. Additionally, consumers have the option to mute chat if they no longer want to hear audio alerts. The notifications help consumers quickly identify and respond to new messages, improving their overall responsiveness. A visual indicator for new messages has been added when a chat conversation triggered via embedded HTML is minimized by the consumer. This feature must be enabled by Zoom.
  • WhatsApp message templates
    Agents can respond to inbound WhatsApp messages after 24 hours by selecting a saved WhatsApp message template created by their admin. When an engagement is older than 24 hours, agents can see a list of available WhatsApp message templates and insert them into the compose window. Static templates can be previewed, while dynamic templates allow agents to enter custom values. Once inserted, agents cannot edit the template text but can send it or change to another template. This allows agents to respond to delayed messages without violating WhatsApp reply restrictions.
  • Consolidated chat history for authenticated consumers
    Agents can see consumer chat history across multiple prior chat engagements by the same authenticated consumer using the authenticated consumer ID. Once an authenticated consumer ID is added to the address book, all new authenticated chats from the same consumer ID will appear in the contact history. This allows agents to provide better support by having access to the complete chat history for authenticated consumers.
    Note : Authenticated chat history for the same consumer ID prior to adding the contact to the address book will no longer be available in the history view. This feature must be enabled by Zoom.
  • SMS support for UK and Ireland numbers
    Users can purchase and use SMS-enabled mobile phone numbers in the United Kingdom and Ireland with Zoom Contact Center. Admins can submit required KYC documents before activating these numbers for use. They can view assigned and unassigned SMS-enabled numbers in the admin portal, which are clearly differentiated from other number types. Voice calls to these numbers receive a prompt stating that voice is not supported. Agents can send and receive SMS messages to and from UK and Ireland numbers using the Zoom client. This feature expands Zoom Contact Center's global reach and meets customer demand for SMS capabilities in Europe.

Resolved issues

• Minor bug fixes

Release notes for Outlook add-in

Resolved issues 

• Minor bug fixes
• Resolved an issue where the Zoom Outlook add-in becomes unresponsive when the Add a Zoom Meeting button is clicked.
• Resolved an issue where the Outlook add-in does not display the option to let participants join a certain number of minutes before the start time when scheduling a recurring meeting.
• Resolved an issue where users in China using the Outlook add-in with Microsoft Outlook Professional Plus 2016 experience a successful SSO login but then get caught in a loop.