Zoom Contact Center CRM integration features

This article outlines the features available when integrating Zoom Contact Center with CRM platforms such as Salesforce, ServiceNow, Zendesk, and Microsoft Dynamics 365. It covers a detailed view of the functionalities across voice, video, messaging, and other channels for each integration.

Requirements for Zoom Contact Center CRM integration features

CRM integration feature list

Contact Center Features	Features	Salesforce Lightning	ServiceNow	Zendesk	MS Dynamics 365	HubSpot	Salesforce Service Cloud Voice	Smart Embed	EPIC	ServiceNow Unified View
Voice
	Inbound calling	✔	✔	✔	✔	✔	✔	✔	✔	✔
	Outbound Calling (Search Via Name )	✔	✔	✔	✔	✔	✔	✔	✔	✔
	Outbound Calling (Search Via Phone number)	✔	✔	✔	✔	✔	✔	✔	✔	✔
	Calling a Zoom Phone user	✔	✔	✔	✔	✔	✔	✔	✔	✔
	Direct Transfer to an agent/Queue	✔	✔	✔	✔	✔	✔	✔	✔	✔
	Direct Transfer to a Flow (Voice)	✔	✔	✔	✔	✔	X	✔	✔	X
	Transfer to voicemail (ZCC user)	✔	✔	✔	✔	✔	X	✔	✔	X
	Transfer to voicemail (ZP user)	X	X	X	X	X	X	X	X	X
	Direct Transfer to a ZP user	✔	✔	✔	✔	✔	✔	✔	✔	✔
	Direct Transfer to a ZP Queue	✔	✔	✔	✔	✔	X	✔	✔	X
	Warm Transfer to an agent/queue	✔	✔	✔	✔	✔	✔	✔	✔	✔
	Warm Transfer to an flow (Voice)	✔	✔	✔	✔	✔	X	✔	✔	X
	Warm Transfer to a ZP user	✔	✔	✔	✔	✔	✔	✔	✔	✔
	Warm Transfer to a ZP Queue	✔	✔	✔	✔	✔	X	✔	✔	X
	Release to Queue	✔	✔	✔	✔	✔	X	✔	✔	X
	Direct Conference	✔	✔	✔	✔	✔	✔	✔	✔	X
	Warm Conference	✔	✔	✔	✔	✔	✔	✔	✔	X
	Upgrade Voice to Video (via Email)	✔	✔	✔	✔	X	✔	X	X	X
	Upgrade Voice to Video (via SMS)	✔	✔	✔	✔	X	X	✔	X	X
	Click to Dial	✔	✔	✔	✔	✔	✔	✔	✔	✔
	Agent chooses caller ID (outbound)	✔	✔	✔	✔	✔	✔	✔	✔	✔
	Phone number Match [E164 Format]	✔	✔	✔	✔	✔	✔	✔	✔	✔
	Screen Pop	✔	✔	✔	✔	✔	✔	✔	✔	✔
	Relate to	✔	✔	✔	✔	✔	✔	✔	✔	X
	Agent Notes	✔	✔	✔	✔	✔	✔	✔	✔	✔
	Call Disposition/Wrap up	✔	✔	✔	✔	✔	✔	✔	✔	✔
	Automatic Call Logging	✔	✔	✔	✔	✔	✔	✔	✔	✔
	Call Recording URL updated to CRM record	✔	✔	✔	✔	✔	✔	✔	✔	✔
	Block Calls	X	X	X	X	X	X	X	X	X
	Listen to Voice Mail from Zoom widget	✔	✔	✔	✔	✔	✔	✔	✔	X
	View Voice Mail transcription in Zoom widget	✔	✔	✔	✔	✔	X	✔	✔	X
	View Address book	✔	✔	✔	✔	✔	✔	✔	✔	X
	Add Contact to Address book	X	X	X	X	X	X	X	X	X
	Presence Sync (Use native CRM buttons to change agent status)	✔	X	✔	X	X	✔	✔	X	✔
	Screen Pop - Choose a contact to open from multiple CRM matches	✔	✔	✔	✔	✔	X	X	X	X
	Auto-create CRM contact for unknown caller	✔	✔	✔	✔	✔	X	✔	X	X
	Pop-up to manual create contact for unknown caller	✔	✔	✔	✔	✔	X	✔	X	X
Video
	Inbound calling	✔	✔	✔	✔	✔	✔	✔	X	X
	Direct Transfer to an agent/Queue	✔	✔	✔	✔	✔	✔	X	X	X
	Warm Transfer to an agent	✔	✔	✔	✔	✔	✔	X	X	X
	Release to Queue	✔	✔	✔	✔	✔	✔	X	X	X
	Transfer to Flow	✔	✔	✔	✔	✔	✔	X	X	X
	Outbound Calling (via Email)	✔	✔	✔	✔	✔	✔	X	X	X
	Outbound Calling (via SMS)	✔	✔	✔	✔	✔	✔	✔	X	X
	Outbound Calling (via PSTN)	✔	✔	✔	✔	✔	✔	X	X	X
	Audio device selection	✔	✔	✔	✔	✔	✔	X	X	X
	Zoom in/out	✔	✔	✔	✔	✔	X	X	X	X
	In-video chat	✔	✔	✔	✔	✔	✔	✔	X	X
	Screen Pop	✔	✔	✔	✔	✔	✔	✔	X	X
	Relate to	✔	✔	✔	✔	✔	✔	✔	X	X
	Agent Notes	✔	✔	✔	✔	✔	✔	✔	X	X
	Call Disposition/Wrap up	✔	✔	✔	✔	✔	✔	✔	X	X
	Automatic Call Logging	✔	✔	✔	✔	✔	✔	✔	X	X
	Call Recording URL	✔	✔	✔	✔	✔	✔	✔	X	X
	Email Address Match	✔	✔	✔	✔	✔	✔	X	X	X
	Virtual background / Blur	✔	✔	✔	✔	✔	✔	X	X	X
	Noise suppression	✔	✔	✔	✔	✔	✔	X	X	X
Outbound Dialers
	Progressive Dialer	✔	✔	✔	✔	✔	✔	X	X	X
	Preview Dialer	✔	✔	✔	✔	✔	✔	X	X	X
AI Transcript
	Live transcriptions (voice and video)	✔	✔	✔	✔	✔	✔	✔	✔	X
	Live transcriptions Translation	✔	✔	✔	✔	✔	X	✔	✔	X
	Multi Language live transcription	✔	✔	✔	✔	✔	X	✔		X
	Summaries (incoming engagement preview)	✔	✔	✔	✔	✔	X	✔	X	X
	Consumer sentiment	✔	✔	✔	✔	✔	X	✔	✔	X
	Follow-up tasks	✔	✔	✔	✔	✔	X	✔	✔	X
	Agent talk metrics	✔	✔	✔	✔	✔	✔	✔	✔	X
	Smart compose (for messaging)	✔	✔	✔	✔	✔	X	✔	✔	X
	Live AI interpreter	✔	✔	✔	✔	✔	X	X	X	X
AI Expert Assist
	Generate Smart Notes (Wrap-up)	✔	✔	✔	✔	✔	✔	✔	✔	✔
	Auto Dispositioning	✔	✔	✔	✔	✔	X	✔	✔	X
	Knowledge Base Retrieval	✔	✔	✔	✔	✔	✔	✔	✔	✔
	Information Retrieval	✔	✔	✔	✔	✔	✔	✔	✔	✔
	Next Best Action	✔	✔	✔	✔	✔	X	✔	✔	X
	Real time translation (for messaging)	✔	✔	✔	✔	✔	X	✔	✔	X
Messaging (Web Chat)
	Inbound chat	✔	✔	✔	✔	✔	✔	✔	X	✔
	Outbound chat	✔	✔	✔	✔	✔	✔	✔	X	✔
	Transfer to Agent/Queue	✔	✔	✔	✔	✔	✔	✔	X	✔
	Release to Queue	✔	✔	✔	✔	✔	✔	✔	X	✔
	Email Address Match	✔	✔	✔	✔	✔	✔	✔	X	✔
	Screen Pop	✔	✔	✔	✔	✔	✔	✔	X	✔
	Relate to	✔	✔	✔	✔	✔	X	✔	X	X
	Agent Notes	✔	✔	✔	✔	✔	✔	✔	X	✔
	Call Disposition/Wrap up	✔	✔	✔	✔	✔	✔	✔	X	✔
	Automatic Call Logging	✔	✔	✔	✔	✔	✔	✔	X	✔
	View Chat Transcript in Post engagement/Wrap up	✔	✔	✔	✔	✔	✔	X	X	✔
	Upgrade to Video	✔	✔	✔	✔	✔	X	✔	X	X
	Upgrade to Voice	✔	✔	✔	✔	✔	X	✔	X	X
	Save Chat Transcript inside CRM	✔	✔	✔	✔	✔	✔	✔	X	✔
	Send and Receive files, Images, Video	✔	✔	✔	✔	✔	✔	✔	X	✔
Messaging (SMS)
	Inbound SMS	✔	✔	✔	✔	✔	✔	✔	X	✔
	Outbound SMS	✔	✔	✔	✔	✔	✔	✔	X	✔
	Transfer to Agent/Queue	✔	✔	✔	✔	✔	X	X	X	X
	Release to Queue	✔	✔	✔	✔	✔	X	X	X	X
	Phone number match	✔	✔	✔	✔	✔	✔	✔	X	✔
	Screen Pop	✔	✔	✔	✔	✔	✔	✔	X	✔
	Relate to	✔	✔	✔	✔	✔	X	✔	X	X
	Agent Notes	✔	✔	✔	✔	✔	✔	✔	X	✔
	Call Disposition/Wrap up	✔	✔	✔	✔	✔	✔	✔	X	✔
	Automatic Call Logging	✔	✔	✔	✔	✔	✔	✔	X	✔
	View Chat Transcript in Post engagement/Wrap up	✔	✔	✔	✔	✔	✔	✔	X	✔
	Upgrade to Video	✔	✔	✔	✔	X	X	✔	X	X
	Upgrade to Voice	✔	✔	✔	✔	✔	X	✔	X	X
	Save Chat Transcript inside CRM	✔	✔	✔	✔	✔	✔	✔	X	✔
	SMS Template	X	X	X	X	X	X	X	X	X
	SMS Campaign	X	X	X	X	X	✔	X	X	✔
Email channel
	Send/receive emails inside the CRM integration interface	✔	✔	✔	✔	✔	X	X	X	X
	Caller/context search parameters	✔	✔	✔	✔	✔	X	X	X	X
	No-match handling	✔	✔	✔	✔	✔	X	X	X	X
	Screen pop settings	✔	✔	✔	✔	✔	X	X	X	X
	Interaction details saved into the CRM	✔	✔	✔	✔	✔	X	X	X	X
	Send and receive files, images, video	✔	✔	✔	✔	✔	X	X	X	X
CoBrowse
	Cobrowse with customers during video engagement	✔	✔	✔	✔	X	✔	✔	X	X
	Remote Control Video channel	✔	✔	✔	✔	X	✔	X	X	X
	Screen Share Video channel	✔	✔	✔	X	X	✔	X	X	X
Quality Management
	Screen Recording	✔	✔	✔	✔	✔	✔	✔	✔	✔
Supervisor experience
	Supervisor - Barge, Monitor, Whisper, Listen	✔	✔	✔	✔	✔	✔	✔	✔	X
Work Item channel
	Receive, End work items from CRM's Zoom widget	✔	✔	✔	✔	✔	✔	✔	X	X
	Transfer work items	✔	✔	✔	✔	✔	✔	✔	X	X
	Take over the work item engagement	✔	✔	✔	✔	✔	✔	✔	X	X
	Upgrade / Invite requestor to voice	✔	✔	✔	✔	✔	✔	✔	X	X
CRM Sync
	Sync details to CRM for engagements dialed, received using Zoom Mobile/Workplace app without CRM login	X	X	X	X	X	X	X	X	X
	AI Smart Notes (Short transcript) updated to CRM record	✔	✔	✔	✔	✔	✔	✔	X	X

Zoom Contact Center is sunsetting the legacy CTI V2 adapter URL for CRM integrations, including Salesforce, ServiceNow, Dynamics, HubSpot, and SmartEmbed.

Agents using https://zoom.us/crm-int/callbar may see an End of Life notice during login. Admins should update the CTI adapter URL to https://zoom.us/cci/callbar/crm and include any extra parameters from the current URL.

For most customers, Zoom automatically redirects the legacy V2 URL to the latest V3 adapter URL after login. Agents can confirm this by checking the bottom of the CTI window; V3.0.0 means the redirect was successful.

Customers who do not update the legacy CTI adapter URL by 12/01/2026 may experience service impact. To update the URL, admins need to follow the steps listed below:

Configure Zoom Contact Center for Dynamics 365 in the Dynamics 365 Channel Integration Framework 1.0 https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0058015#configure-zoom-contact-center-for-dynamics-365-in-the-channel-integration-framework
Update callbar URL for existing ServiceNow integration https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0058179
Assign users to Zoom Contact Center in Salesforce https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0058994#assign-users-to-contact-center