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

Table of Contents

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:
  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.