Enabling automatic contact sync from Salesforce CRM into Zoom Contact Center address book

The automatic contact sync feature enables integration between Salesforce CRM and Zoom Contact Center. It helps manage contact lists for the outbound dialer by syncing Salesforce records such as leads, contacts, accounts, and custom objects into the Zoom Contact Center address book. It also helps to pull only those Salesforce records that were either created or modified during the sync job duration and satisfy the filter settings. Agents can then initiate click-to-dial and outbound calls directly from these synced records, making outreach more efficient.

Note: The automatic contact sync feature must be enabled by Zoom.

Requirements for enabling automatic contact sync from Salesforce CRM into Zoom Contact Center address book

Account owner or admin privileges; or relevant role/privilege
Zoom Contact Center license
Zoom Contact Center outbound calling enabled
Salesforce Enterprise or Unlimited account
Note: Attempting to validate with OAuth will fail if using accounts that are at lower level
Salesforce admin account
Integration between the Salesforce instance and your Zoom Contact Center instance

Note: When an integration is created, an address book unit is automatically generated with the same connection name, prefixed with Salesforce (for example, Salesforce-<<Connection-Name>>).

How to create entity-related address books
How to configure the sync settings
Best practices for syncing contacts

How to create entity-related address books

By default, address books for Leads and Contacts are automatically created. To add address books for other Salesforce objects, such as accounts or custom objects, follow the steps below:

Sign in to the Zoom web portal.
In the navigation menu, click Contact Center Management then Address Books.
Click the Salesforce address book unit.
In the top right corner, click Create Address Book.
A list of available Salesforce entities will be displayed.
Select the entities you wish to create an address book for and configure their sync settings accordingly.

How to configure the sync settings

To configure synchronization settings for an address book, follow the steps below:

Sign in to the Zoom web portal.
In the navigation menu, click Contact Center Management then Address Books.
Click the Salesforce address book unit.
Click the Sync settings tab.
Configure the following options:
- Field Mapping: Define mappings between Salesforce fields and address book fields.
- Filter Settings: Set up filters to specify which contacts should be synchronized.
- Sync Frequency: Define how frequently data synchronization should occur.

Map fields

For creating an address book contact, the following fields are required:

Display Name
At least one of Email or Phone Number

The first step in configuring sync settings is to map fields between Salesforce and the Zoom Contact Center address book:

Associate relevant Salesforce fields with the corresponding address book fields.
Click Add Field to include more Salesforce fields.
Create and map Custom fields:
- Go to the Custom Fields page and click Add Custom Field.
- Enter the required details, then associate the field with an address book by selecting Add Address Book and then Salesforce address book.
- Click Add to save your changes.
- Once created, refresh the field list to include newly added custom fields.

Note: To enable the Custom field feature, contact Zoom Support.

Configure Filter settings

At least one filter must be selected for the contact sync to process. Users can:

Add multiple filters and modify the retrieval logic as required.
Edit filter logic using field numbers in the Edit Logic panel.
Ensure only contacts matching the criteria are synced.

Note: Filter settings must be specific to ensure that only relevant records are selected for sync.

Supported filter conditions

Field Type	Supported Conditions	Description
Boolean Fields	is equal to not equal to	Supports true / false values
String Fields	is equal to not equal to contains	Supports text-based fields like Name, Email, and Phone
Picklist	is equal to not equal to	Supports predefined list values
Datetime	in between greater than less than	Supports date-based fields in UTC format
Number	is equal to not equal to contains in between greater than less than	Supports numerical fields

Set Sync frequency

Users can configure the synchronization frequency to:

30 minutes
1 hour
6 hours
24 hours

Example:

If set to 1 hour, the system will process syncs every hour.
During the initial sync, the system will fetch all contacts that were created or updated within the last T hours, where T is determined by the chosen sync frequency from the previous step. For example, if the frequency is set to 24 hours, only contacts updated in the last 24 hours will be synced. To optimize performance, it is recommended using specific filter settings to avoid syncing large amounts of unnecessary data.

Best practices for syncing contacts

It is recommended to perform initial data load into the Salesforce address book manually using a CSV upload (feature coming in an upcoming release). The contact sync feature is best used to keep records up to date by syncing contacts that are modified during regular business operations. Salesforce should remain the system of record. To maintain performance and efficiency, avoid syncing more than 10,000 records per sync cycle.

Note: Each address book currently supports up to 200,000 records.

For any issues or further assistance, reach out to the Zoom Engineering Team.