Creating Zoom Contact Center smart notes templates

Smart notes templates enable account owners and admins to create customizable templates for capturing key engagement details with consistency and accuracy. Admins can define formats, key variables, and required information for different queues to ensure standardized documentation across interactions.

With this feature, critical details such as account numbers, transactions, and escalations are captured, streamlining workflows and improving customer interactions. This feature is part of the AI Expert Assist suite, designed to enhance efficiency and ensure uniform record-keeping.

Requirements for creating Zoom Contact Center smart notes templates

Table of Contents

How to create a custom smart note template

  1. Sign in to the Zoom web portal as an admin or another role with the privilege to edit asset library settings.
  2. In the navigation menu, click Contact Center Management then Asset Library.
  3. Click the System Assets tab, then Add Asset.
  4. Enter the following details:
  5. Enter keywords in the message box to help AI understand the context and improve response accuracy. For example, you can type Problem, Root Cause, and Resolution, and AI will identify and prioritize these terms when generating content.
  6. Select the keywords then click the AI icon to highlight them, ensuring AI recognizes them as key elements for content generation.
  7. Click Save.

How to select a smart note template at the account level

  1. Sign in to the Zoom web portal as an admin or another role with the privilege to edit account settings.
  2. In the navigation menu, click AI Management then AI Expert Assist.
  3. Click the Preferences tab.
  4. Under Smart Notes, click Edit then select Custom template.
  5. Click Edit again and select a text asset from the assets library.
  6. Click Save.
  7. (Optional) Customize how smart notes are generated for your organization by setting parameters such as format, note length, tone, next steps, customer sentiment and agent's name.
  8. Click Save.

How to select a smart note template at the queue level

Note: This applies to voice, video and messaging queues.

  1. Sign in to the Zoom web portal as an admin or another role with the privilege to edit account settings.
  2. In the navigation menu, click Contact Center Management then Queues.
  3. Find the queue and click the Policy tab.
  4. Scroll down to the AI Expert Assist section.
  5. Under Smart Notes, click Edit, then select Custom template.
  6. Click Edit again and select a text asset from the assets library.
  7. (Optional) Customize how smart notes are generated for your organization by setting parameters such as format, note length, tone, next steps, customer sentiment and agent's name.
  8. Click Save.