Today’s customer communication happens across various platforms, including webpages and apps, messaging apps, and social media. With Zoom Virtual Agent, businesses can offer instant, AI-powered support across multiple channels using a single bot.
Channels are the ways customers communicate with your business and receive responses. Below is a list of channels currently supported by Zoom Virtual Agent.
Note: If you're using Zoom Contact Center with a Zoom Virtual Agent bot, follow the Contact Center deployment instructions for each channel.
| Channel | Description | Zoom Virtual Agent as Zoom Contact Center add-on | Zoom Virtual Agent purchased separately |
|---|---|---|---|
| Web Chat |
Customers can message your business from your website. | ✓ | ✓ |
|
Native Apps |
Customers can message your business through your app. Learn more: | ✓ |
✓ via WebView implementation |
|
Customers can message your business through Whatsapp. | ✓ |
Some bot features are only available in specific channels, and file type and size limits vary by channel. Refer to the table below for detailed availability.
Definitions:
| Type | Consumer Capabilities | Flow Widgets | Web Chat (including use in iOS and Android applications with WebView installation | |
|---|---|---|---|---|
|
Content | Send text | Send Media, Collect Input, Match Intent, Route To | ✓ |
✓ Rich text converted to plain text |
|
Content | View text | Send Media, Collect Input, Match Intent, Route To | ✓ |
✓ Rich text converted to plain text |
|
Content | Send links (URLs) | Send Media, Collect Input, Match Intent, Route To | ✓ | ✓ |
|
Content | View/click links (URLs) | Send Media, Collect Input, Match Intent, Route To | ✓ | ✓ |
|
Content | Send files: Images | Send Media, Collect Input |
✓ JPG, JPEG, GIF, or 24 bit PNG. 1920 x 1080px and 30MB or less |
✓ JPEG or PNG image file. Each file must be less than 5MB. |
|
Content | View files: Images | Send Media, Collect Input |
✓ JPG, JPEG, GIF, or 24 bit PNG. 1920 x 1080px and 30MB or less |
✓ JPEG or PNG image file. Each file must be less than 5MB. |
|
Content | Send files: Videos - mp4 or WAV | Send Media |
✓ mp4 or WAV, 100MB or less | 16 MB |
|
Content | View files: Videos - mp4 or WAV | Send Media |
✓ mp4 or WAV, 100MB or less | 16 MB |
|
Content |
Send hosted videos | Send Media | ✓ |
✓ Partial support - viewed as links |
|
Content |
View hosted videos | Send Media | ✓ |
✓ Partial support - viewed as links |
|
Content |
Send files: Other file types |
N/A |
✓ *requires ZCC+ZVA use | ✓ |
|
Content | View files: Other file types (for example, PDF) | N/A |
✓ *requires ZCC+ZVA use | ✓ |
|
Content | View Knowledge Base content | N/A | ✓ | ✓ |
|
Actions | View and click buttons | Collect Input > Button | ✓ |
✓ Partial support - As text reply input |
|
Actions | View and complete One Time Password prompt | Code Generator | ✓ |
X |
|
Structured content | View dynamic carousels | Collect Input > Carousel | ✓ |
X |
|
Structured content | View & submit Ticket Forms | Route to > Support Channel > Ticket Form selected | ✓ |
X |
|
Structured content | Surveys | Survey | ✓ |
✓ Partial support - Survey converted to a link to take in a browser tab |
|
Indicators | View typing indicator - from Bot | N/A | ✓ | X |
|
Indicators | View typing indicator - from Agent | N/A |
✓ *requires ZCC+ZVA use | X |
|
Indicators | New message notifications - to user | N/A | ✓ | ✓ |
You can build a single Zoom Virtual Agent bot that can be used across multiple channels. For example, you can have a bot that's accessible to your customers on your website and also use the same bot on your WhatsApp channel.
Note: There are some feature limitations between channels. Refer to the Supported Zoom Virtual Agent features by channel for details about these limitations.
Before you get started, build your bot in Zoom Virtual Agent.
Web chat allows customers to message a bot or live agent through your company's website. With the Zoom Virtual Agent and Zoom Contact Center Campaign feature, you can easily deploy a bot or live agent chat experience with minimal coding.
Zoom Virtual Agent bots can be integrated into native apps on iOS and Android. You can add the chat service in one of two ways:
Zoom Virtual Agent bots can also be used in WhatsApp deployments via Zoom Contact Center. For more information on how to integrate this, refer to Boosting Customer Reach with WhatsApp for Business Messaging Integration for Zoom Contact Center.
The auto-close engagement feature is available in both Zoom Virtual Agent (ZVA) and Zoom Contact Center (ZCC).