Creating a Zoom Virtual Agent knowledge base with Helpjuice

Admins can integrate their Helpjuice knowledge base with Zoom Virtual Agent through the Knowledge Base section in the admin web portal. During onboarding, admins can specify content preferences, including categories, languages. The integration supports both initial setup and ongoing management, enabling users to monitor sync status and manually refresh content as needed. This ensures virtual agents can leverage existing knowledge base content to provide more accurate responses.

Note: Learn more about other integration options to create a knowledge base that best suits your needs.

Requirements for creating a Zoom Virtual Agent knowledge base with Helpjuice

• Account owner or admin privileges; or relevant role/privilege
• Zoom Virtual Agent license
• Helpjuice account
• Articles in the Helpjuice account (can be imported from a public Zendesk site or created manually)

How to create a Zoom Virtual Agent knowledge base with Helpjuice

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management and then Knowledge Base.
3. Click Add Knowledge Base.
4. Select Integrations.
5. Search for and select from the available Helpjuice connections.
   Note: If the Helpjuice connector has not been added via the Zoom Marketplace app, you can initiate the setup and authentication process during this step. If the connector is already added, proceed directly to step 10.
6. To start the authentication, click Start authorization.
   A new tab will open.
7. Fill out the authorization form with the following details:
   • Connection Name: Enter a name for this integration.
   • Base URL: Enter the Helpjuice account base URL (for example, https://your-subdomain.helpjuice.com).
   • Key: Enter the literal text Authorization.
   • Value: Navigate to the Helpjuice admin page, go to Settings, then Company Settings, and select API Credentials. Copy the Helpjuice API Key and paste it.
   • Add To: Select Header.
8. Click Submit.
   The page will redirect to the Helpjuice Marketplace app page, showing Added status.
9. Close this tab and return to the Zoom Virtual Agent setup page. You should see an Authorization Succeeded message.
10. Under Integration details, provide the following information:
    • Knowledge base name: Enter a display name for your knowledge base.
    • Helpjuice accessibility: Select the accessibility level for content sync (Public, Private, Internal, URL only).
    • Languages: From the drop-down, select the language that corresponds to the content in Helpjuice.
11. Click Next.
12. In the Categories section, deselect the checkboxes next to category names if you want to exclude the categories that you do not wish to include.
13. Click Next.
14. Under Customization, select or deselect the article elements to include in your sync as content:
    • Include images in articles: Include images in the extracted content displayed as answers.
    • Include videos in articles: include videos in the extracted content displayed as answers.
      • Extract tables: Extract and display tables from the original content.
      • Keep table structure: Maintain the original table structure when extracting tables.
    • Convert to plain text: Convert tables into plain text.
    • Highlight answers in the original article URL: Highlight answer section on the original article. This setting is not applicable if answer generation is enabled in bot settings or AI Expert Assist.
    • Use complete article as answers: Select the checkbox to only display full articles as answers. This setting is not applicable if answer generation is enabled in bot settings or AI Expert Assist.
    • Initial Sync: The toggle is enabled by default to trigger an initial sync when the knowledge base is created. Clicking the toggle will disable the sync.
15. Click Create.
    You will be directed to the Articles tab where you can see the list of articles and adjust the knowledge base settings in the Settings tab.

How to uninstall Helpjuice from the Zoom App Marketplace

1. Sign in to the Zoom App Marketplace.
2. On the top-right corner, click Manage.
3. In the left panel under Admin App Management, click Apps on Account.
4. Under All apps, search for Helpjuice.
5. Click on the connector name or View Details to see the list of users.
6. Expand the connections for the user who installed the app, then click the ellipsis icon and select Disconnect.
7. Click Disconnect to confirm.
   After a short period, the app will be removed from the Apps list. In Zoom Virtual Agent, the Knowledge Base will show as disconnected, and clicking Sync will result in an error. Previously synced articles will remain available for searches, but no new articles or updates will sync.