Enabling Zoom Virtual Agent HubSpot integration

This article explains how to integrate Zoom Virtual Agent (ZVA) with HubSpot CRM, create voice agents, add skills, and manage support channels. With this integration, ZVA can assist consumers via chat while efficiently handing off tickets to HubSpot when additional support is needed.

Requirements for enabling Zoom Virtual Agent Freshdesk integration

• Account owner or admin privileges for the Zoom web portal
• Basic, Pro, Business, Education, or Enterprise account
• Zoom Virtual Agent license
• Edit access to Virtual Agent product

How to enable Zoom Virtual Agent HubSpot integration

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Studio then Integrations.
3. Select the HubSpot integration.
4. Click Connect in the support menu for Hubspot.
5. On the connection page, provide the following:
   A new tab will open and take you to the authentication flow. If you are already logged into HubSpot, you won't be asked for your credentials. However, if you are not logged in, you will be prompted to enter your credentials and submit them. After you successfully log in, you will be able to see the integration added to your integrations page.
   • In the Connection Name field, enter a display name for your connection.
   • In the Domain field, enter the associated subdomain.
   • In the API Key field, enter the key associated to the instance.
6. Click Submit.
7. In the navigation menu, click AI Studio then Integrations.
   You will see the Hubspot application with a Connected status.

How to reconnect the HubSpot integration

When used in knowledge management or support channels, the integration may disconnect as a result of token expiry or authentication issues.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Studio then Integrations.
3. Navigate to the list view and in the Status column of the disconnected integration, click Re-connect.
   You will be taken to the page where you can edit the integration details.
4. (Optional) Edit the integration details.
5. Click Save.
   A new tab will open and take you to the authentication flow. If you are already logged into HubSpot, you won't be asked for your credentials. However, if you are not logged in, you will be prompted to enter your credentials and submit them. After you successfully log in, you will be able to see the integration added to your integrations page.
6. In the navigation menu, click AI Studio then Integrations.
   You will see the application with a Connected status.

How to delete the Hubspot integration connection settings

After you have established the HubSpot integration connection, it cannot be edited. If you need to make changes due to subdomain change, you can delete the connection and create it again.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Studio then Integrations.
3. In the Connected tab, click the ellipsis icon to the right of the Hubspot application then Delete.
   Note: Before deleting this integration, ensure all support channels and knowledge bases are unlinked. Failure to do so will prevent the deletion from proceeding.
4. Click Delete to confirm.

How to create a voice agent and add skills in Zoom Virtual Agent

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Studio then Virtual Agents.
3. Under the Agents tab, click Chat agent then Start from blank.
4. In the Create Agent window, fill in the following fields:
   • Agent name: Enter a display name for your voice agent.
   • Agent guidance: Provide a description that defines the agent’s role, response tone, and approach to customer interactions.
   • 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.
5. Click Next.
6. 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
7. Click Next.
8. 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 tools.
   • As soon as any of these tools are selected, you would be prompted to fill the details
   • (Optional) Click Add instructions to include multiple steps.
   • (Optional) Click Add another skill to define more functionalities.
9. Click Create.
   You will be redirected to the newly created voice agent page, where you can review, edit, and manage your agent and its skills.
10. Click on Add support channels.
    • If a channel has already been created, select the channel from the dropdown list and click Add.
    • If no, click Add Support and you will be directed to Support Channel page to create a support channel.
      • Click on Add Channel.
      • CRM Ticket Form is automatically selected as the only supported option.
        Note: The ticket form is only available in english as of now.
      • Under Ticket Form, select Basic Ticket form.
      • Select the respective handoff settings and click Add.
        The support channel will now be visible to add for the respective chat agent.

Consumer experience

Engagement begins when a consumer starts interacting with the Zoom Virtual Agent chat agent over chat. If the consumer does not find the answers they need, they can request additional support by creating a ticket in HubSpot CRM.

• The consumer sees a support channel link to create a ticket.
• Clicking the link opens a ticket form where the consumer submits basic details:
  • Name
  • Email
  • Subject
  • Description
• After submitting the form, a ticket is created in the CRM, and the consumer receives an email acknowledgment.
  This workflow ensures a seamless transition from chat assistance to formal support.

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