Enabling Zoom Team Chat messaging channel in Zoom Contact Center

Admins can integrate Getting started with Zoom Team Chat as a messaging channel in Zoom Contact Center, enabling employees to easily interact with internal IT helpdesk agents directly from their Zoom desktop app.

Admins can create Zoom Team Chat flows with customizable widgets such as Send Media, Route To, Collect Input, and Quick Reply. Agents and supervisors can manage conversations, access chat history, send media, transfer chats, set outcomes, and monitor sessions.

The integration also includes AI Expert Assist, which provides features like knowledge retrieval, smart suggestions, recommended actions, and real-time translation. Supervisors can monitor and join conversations, and post-chat surveys help improve the support experience—everything within the Zoom platform.

Requirements for enabling Zoom Team Chat messaging channel in Zoom Contact Center

Table of Contents

How to set up a Zoom Team Chat flow

Set up a Team Chat flow in Zoom Contact Center to manage how incoming messages are handled.

  1. Sign in to the Zoom web portal as an admin with the privilege to edit integration settings.
  2. In the navigation menu, click Contact Center Management then Flows.
  3. Click Add Flow.
  4. Specify the following details:
  5. Click Add.
    You will be redirected to the flow editor.
  6. Publish the flow.

How to add entry point for Zoom Team Chat

Once the flow is published, you’ll need to add a Team Chat entry point to link the flow to a Team Chat app. 

  1. Access the published flow in the previous section.
  2. In the Start widget, click Manage Entry Point.
  3. Click Add Entry Point.
  4. Create a new Team Chat app entry point, or select an existing unassigned Team Chat app from the list.
  5. Enter a display name and upload an icon to be displayed in Team Chat.
  6. Click Save.

How to enable Zoom Contact Center for Team Chat visibility in the Team Chat settings

After creating the new Team Chat app entry point, make sure to enable Zoom Contact Center for Team Chat visibility in the Team Chat settings. This ensures they can access the app from their chat interface.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Account Management then Account Settings.
  3. Click the Team Chat tab.
  4. In the Visibility section, scroll down to Zoom Contact Center for Team Chat and change these settings:

(Optional) How to add a Zoom Virtual Agent bot in Zoom Team Chat flow

Zoom Virtual Agent bots can be integrated into the Zoom Contact Center Team Chat flow.

  1. Access the published flow in the previous section.
  2. In the left-side widgets panel, click and drag the Bot widget into the preferred location in the flow.
  3. Click the Start widget.
  4. Click the Exits tab.
  5. In the Team Chat drop-down, select Bot.
  6. Click the Bot widget to configure its settings.

Agent and consumer experience

  1. Consumers initiate a chat by clicking the Zoom Team Chat/Zoom Contact Center chatbot app.
  2. Consumers are redirected to the chat and can send their first message.
  3. Once the first message is received, the relevant Zoom Contact Center Team Chat flow is triggered.
  4. Agents accept the engagement and see the consumer’s name, company, and email, pre-populated from their Zoom personal profile.
  5. Throughout the chat, agents and consumers can exchange messages, images, and files.
  6. When the agent ends the engagement, the consumer receives a notification stating that the chat has ended.
  7. If the consumer replies after the engagement has ended, a new engagement is automatically created.