Creating a chat agent in Zoom Virtual Agent

Zoom Virtual Agent supports automating customer conversations across web and mobile chat platforms with its chat agent. Easily configured using natural language without any coding, it delivers real-time support by answering questions and resolving issues to enhance customer experience.

For voice interactions, Zoom Virtual Agent also offers a voice agent that creates natural, humanlike voice agents for phone channels.

Requirements for creating a chat agent in Zoom Virtual Agent

Account owner or admin privileges; or relevant role/privilege
Basic, Pro, Business, Education, or Enterprise account
Zoom Virtual Agent and Zoom Contact Center licenses

How to create a chat agent
- Chat agent overview and settings
How to create a ticket with Zoom Virtual Agent chat agent
Subprocessors

How to create a chat agent

Sign in to the Zoom web portal.
In the navigation menu, click AI Studio then Virtual Agents.
Under the Agents tab, click Chat agent.
In the Create agent window, complete the following fields:
- Avatar: Click Upload new avatar to add a JPEG, PNG, SVG, or GIF under 2MB, or choose one from the asset library.
- Agent name: Enter a display name for your chat agent.
- Agent guidance: Provide a description that defines the agent’s role, response tone, and approach to customer interactions. Click Insert or use the forward slash (/) button to quickly insert tools, variables, or skills. Click Refine with AI Assistant to generate guidance, and specify the agent’s role, tasks, or any additional instructions.
- Agent greeting: Enter the initial message the agent will say. You can insert dynamic variables by pressing the forward slash (/) key and selecting from the list.
- Default language: Select the language your agent will use.
  Note: Zendesk, Salesforce, Kustomer, and Intercom support multilingual ticket forms. Other CRMs display forms in English only, even though multilingual agent skills are supported.
- (Optional) Additional languages: Select one or more languages to allow a single agent support customers across multiple regions. If a consumer switches languages, the agent uses the most recent supported language; otherwise, it falls back to the default language.
Click Next.
Add knowledge sources to support accurate, AI-driven responses. You can:
- Use an existing source
- Sync a website URL
- Upload a PDF or DOCX file
- Add an integration
- Create a new article manually
Click Next.
(Optional) Click Add skill and complete the following fields:
- Name: Provide a display name for the skill.
- Trigger description: Describe the situation or query that should activate the skill.
- Instructions: Provide detailed directions on how the agent should handle the skill. Use the forward slash (/) key to insert variables or built-in tools like fetch_ticket tool. Once selected, you would be prompted to fill the details.
  - Tool name: You may rename it, but it’s optional.
  - Description: This field is not editable.
  - Integration: Select a pre-added integration. If no integration exists, click Create a new integration and configure the details to add one.
    Note: The fetch_ticket tool is only available for Zendesk, Salesforce and ServiceNow integrations.
  - Value Source:
    - Collected via LLM: Allows the LLM fetch the value.
    - Mapped to variable: Use an existing variable mapping.
  - Save email to variable: Mandatory if Mapped to variable is selected. Select the variable created to store this value during the conversation.
- (Optional) Click Add instructions to include multiple steps.
- (Optional) Click Add another skill to define more functionalities.
Click Create.
You will be redirected to the newly created chat agent page where you can review, edit, and manage your agent and its skills.

Chat agent overview and settings

Once your chat agent is created, you can manage its configuration and performance from the chat agent overview page. Below is a guide to the available controls and sections:

Top controls

Click the pencil icon next to the chat agent name to edit it.
Version history icon : View the agent’s version history and publishing activity.
Preview icon : Click the preview icon to test how the chat agent performs in real time.
Settings icon : Customize general and support settings:
- Agent behavior
  - Temperature control: Adjust the AI's response style. Lower values (closer to 0) make answers more focused and deterministic while higher values (closer to 1) produce more creative and varied responses.
- Knowledge and translation
  - Auto translation: Click the toggle to automatically translate knowledge base content when it's not available in the user's language.
- Escalation and handover
  - 'Talk to an agent' trigger: Click the toggle and configure how many times a consumer can request a human agent during a Zoom Virtual Agent interaction. Admins can set a limit of 1 to 5 attempts (default is 1) before the caller or user is transferred to a live agent.
  - Enable thumb feedback: Click the toggle to enable Zoom to collect post-interaction user feedback using thumbs up and thumbs down ratings.
- Privacy and security
  - Share data with Zoom: Click the toggle to allow Zoom to view your preview sessions only, and will enable you to flag undesirable conversations for Zoom to investigate.
  - PII settings: To adjust PII settings, visit privacy and data retention.
Publish: Use the Publish button to make your latest agent updates live and available to users.
- After clicking the Publish button, the system automatically analyzes your agent configuration to detect common issues such as duplicate tools, conflicting instructions, ambiguous skill names, or unclear prompts. Detected issues are grouped by type with explanations and examples to help you resolve them.
- Click Retry to reanalyze the agent after making updates.
- Click Skip to publish the agent without resolving the recommended optimizations.
- If no issues are detected, click Publish to make your changes live.

Analytics

View engagement metrics from the past 30 days, including:
- Engagement count
- Average interaction duration
- Escalated engagements
Click View more for detailed reporting and trends.

Properties

Click the pencil icon to update:

Greeting message
Agent guidance
Greeting prompts

Starter questions

Click Add question to create introductory questions that the agent will ask immediately after the greeting. These questions override all other greeting prompts.

Knowledge

Click Add source to connect knowledge sources such as web URLs, documents, or custom articles.
To remove a source, click the ellipsis icon next to it and select Remove.

Skills

Click Add skill to give your voice agent specific instructions for handling tasks. Click Insert or use the forward slash (/) button to reference tools, variables, or trigger other skills to support more advanced or dynamic responses. For example, when a customer reports a lost wallet, the Lock Credit Card skill can automatically verify the customer’s identity, review recent transactions, and connect them to a live agent in one seamless flow.

Support

Click Add support channels to select the channels through which customers can reach human agents or create a support ticket.

Channels

Click Add agent to channel to deploy your chat agent to specific channels, making it accessible to end users.

How to create a ticket with Zoom Virtual Agent chat agent

Create a new chat agent.
Open the chat agent settings.
In the Support section, click Add support channels.
Select a support platform. Available third-party integrations include:

Subprocessors

Chat agent uses artificial intelligence models from third parties, such as OpenAI, Anthropic, and Eleven Labs for certain features.

Zoom requires its subprocessors to satisfy obligations substantially equivalent to those outlined in Zoom's Data Processing Agreement. Zoom's subprocessors are subject to security assessments on at least an annual basis as part of Zoom's third-party risk management program. Zoom's third-party risk management controls are assessed by independent audit firms in many of its security certifications and attestations, which are available to customers on Zoom's Trust Center.

These subprocessors may retain content used to provide the service for trust and safety purposes within the U.S. or EEA, as applicable, for up to 30 days, unless a longer retention period is required by applicable law.

This article applies to Zoom Virtual Agent chat agent. If you are using other Zoom Virtual Agent types, such as voice agent or classic chatbot, refer to their respective documentation for setup and channel deployment instructions.