Sending a Zoom Contact Center outbound WhatsApp message

Zoom Contact Center agents can send outbound messages to WhatsApp-compatible phone numbers using any WhatsApp Business phone number that the customer has integrated into Zoom Contact Center.

Requirements for sending a Zoom Contact Center outbound WhatsApp message

• Pro, Business, or Education account
• Zoom desktop app for Windows or macOS: Global minimum version or higher
• Account owner or admin privileges; or role with Send outbound messages privilege
• Zoom Contact Center Premium or Elite license
• Messaging queue created by your admin with outbound messaging set up
• WhatsApp Business Connector app configured

How to send a Zoom Contact Center outbound WhatsApp message

You can be in the Ready or Not Ready status to send an outbound message.

1. Sign in to the Zoom desktop app.
2. Click the Contact Center tab.
3. In the bottom-left menu, click Outbound engagement.
4. Click New WhatsApp.
5. In the Response Assistant, select an approved message template from the list to start the engagement.
   Note: Templates with media and buttons are not supported.
6. Click Send.
   The new WhatsApp engagement will begin, but the agent won’t be able to send additional messages until the consumer responds. Once the consumer replies, the engagement will unlock, allowing the agent to send more messages for up to 24 hours.