Configuring automatic assignment of Zoom Contact Center inbox messages

Account owners and admins can automatically assign voicemails using predefined rules, such as assigning them to a specific agent, the best matching member on the access list, the best matching member of a selected queue, or the best matching member of a selected team. They can also set up notifications to be sent to clients if a voicemail remains unresolved for a specified period. Additionally, supervisors and agents can manually assign voicemails, ensuring that received voicemails are designated to the appropriate agents for resolution.

Requirements for assigning inbox messages automatically

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

How to automatically assign inbox messages

1. Sign in to the Zoom web portal as an admin or another role with the privilege to edit inbox settings.
2. In the navigation menu, click Contact Center Management then Inbox.
3. Click the display name of the inbox to edit.
4. Under the Policy section, click the Voicemail Auto Assignment toggle.
5. Under Send To, select one of the following options:
   • A specific agent: Automatically assign to the designated agent when a voicemail is received.
   • Rotation: Rotationally distribute voicemails to eligible agents to ensure an even workload distribution. 
   • Best skill matching members:
     • Inbox’s access list: Assign the voicemail to one of the inbox’s access list members. If Agent Routing Profile is specified below, the voicemail will be assigned to the member who has most relevant and fitting skills.
       • (Optional) Under Agent Routing for Inbox, click Manage and select a routing profile to assign voicemails to the agent who has the corresponding skills.
         Note: It is recommended to set up agent routing profiles so voicemails are automatically assigned to agents with the right skills. If you don't, voicemails will be randomly given to members in the chosen group.
       • Select the Only assign to agents that are in active work session option to ensure that messages or voicemails are assigned only to agents who are actively working and available to take new tasks. If no agents are online, voicemails will be assigned to offline agents.
     • A Queue: Assign the voicemail to one of the members within the selected queue. If Agent Routing Profile is specified below, the voicemail will be assigned to the member who has most relevant and fitting skills.
       Note: If you configure to assign voicemails to the best matching member of the access list, of a selected queue or a selected team, you can specify to only assign to agents who are in active work session to avoid delay in resolution.
6. Click Save.

How to set up email notifications for unresolved voicemails

1. Sign in to the Zoom web portal as an admin or another role with the privilege to edit inbox settings.
2. In the navigation menu, click Contact Center Management then Inbox.
3. Click the display name of the inbox to edit.
4. Under the Policy section, click the Send reminders in Contact Center for unresolved voicemails toggle.
5. Indicate the duration, either in hours or minutes, for notifying assignees about unresolved voicemails.
6. Click Save.