Managing authorized email recipients list in Zoom Contact Center

The Authorized Email Recipients List feature enables Zoom Contact Center (ZCC) administrators to control and restrict outbound emails to approved email addresses or domains. This enhances data security and compliance by ensuring agents and supervisors can only send communications such as email replies, manual outbound emails, video invitations, and scheduled callbacks to authorized recipients.

Admins can configure allowlists by email address or domain, and activate or deactivate individual rules as needed. The system supports up to 500 allowlist entries to define approved recipients.

Requirements for managing authorized email recipients list in Zoom Contact Center

Account owner or admin privileges; or relevant role/privilege
Zoom desktop app for Windows or macOS: Global minimum version or higher
Zoom Contact Center license
Zoom Contact Center Premium or Elite package

How to access the authorized email recipients list
- Supported email communication types
- How to create a custom email allowlist rule
How to manage allowlist rules
- Default rules
Example use cases

How to access the authorized email recipients list

Sign in to the Zoom web portal as an admin.
In the navigation menu, click Contact Center Management then Preferences.
In the Email Engagements section, look for Authorized Email Recipients List.

Supported email communication types

Admins can configure allowlists for the following outbound communication types:

Email reply, forwarding, CC, BCC
Restrict email replies, forwarding, and use of CC/BCC to approved recipients.
Manual outbound emails
Control which email addresses or domains agents can manually send emails to.
Video invitations
Limit who can be invited to video meetings via email from the contact center.
Scheduled callbacks
Define allowable email addresses for sending scheduled callback confirmations.

How to create a custom email allowlist rule

Access the Authorized Email Recipients List.
Click Add custom rule under the appropriate section.
Click Add new rule.
In the Add new rule panel:
- Enter one or more approved email addresses (e.g., support@acme.com) or domains (e.g., @acme.com).
- (Optional) Enter a comment for administrative reference.
- Toggle Active Status to enable or disable the rule.
Click Save.

Notes:

You can create multiple allowlist rules per section.
You can activate or deactivate rules without deleting them.
Rules marked as inactive will not restrict email sending behavior

How to manage allowlist rules

You can view and manage both custom and default allowlist rules from the Authorized Email Recipients List. You can:

Search by email address or domain.
Edit or delete existing rules.
Toggle status between Active and Inactive.
See timestamps for rule creation or modification.

Default rules

Zoom provides default rules to allow internal communications:

All users under the same account (active by default)
All contacts under the address book (can be toggled)

Example use cases

Limit email replies to only internal corporate domains.
Allow video invitations only to trusted customer email domains.
Prevent agents from forwarding sensitive messages outside the organization.

For more information, contact your Zoom Account Manager or visit the Zoom Contact Center support page.