Creating address book custom fields in Zoom Contact Center

Zoom Contact Center admins can create address book custom fields to store specialized business data that is not part of standard address book entries. This feature enables admins to maintain persistent custom information tied to address book contacts, independent of any engagement.

Requirements for creating address book custom fields

Table of Contents

How to create address book custom fields

  1. Sign in to the Zoom web portal.
  2. In the left navigation, click Contact Center Management then Address Book.
  3. Click the Custom fields tab.
  4. Click Add custom field.
  5. Enter a name for the custom field.
  6. (Optional) Enter a description.
  7. Select a data type from the dropdown menu:
  8. If you selected Picklist, define the available values in the provided field.
  9. Associate the custom field with one or more address books:
  10. Click Add address book.
  11. Select the address books you want to associate the field with.
  12. Click Save.
    Note: The address book custom field becomes functional only after it has been linked to an address book.
  13. Configure advanced settings.
  14. Click Save to create the custom field.

How to manage address book custom fields

Edit a custom field

  1. Sign in to the Zoom web portal.
  2. In the left navigation, click Contact Center Management then Address Book.
  3. Click the Custom fields tab.
  4. Find the custom field you want to edit.
  5. Click the ellipsis icon then Edit.
  6. Make your changes to the field properties.
    Note: If a custom field is already in use, changing its data type or altering the values of a picklist-type custom field will set the field to null value for contacts that are using this field.
  7. Click Save to apply your changes.

Delete a custom field

  1. Sign in to the Zoom web portal.
  2. In the left navigation, click Contact Center Management then Address Book.
  3. Click the Custom fields tab.
  4. Find the custom field you want to delete.
  5. Click the ellipsis icon then Delete.
    Note: You can only delete a custom field if it is not associated with any address book. If the field is associated with an address book, you will receive a prompt alerting you that deletion is not possible.
  6. Confirm the action when prompted.

Associate a custom field with address books

  1. Sign in to the Zoom web portal.
  2. In the left navigation, click Contact Center Management then Address Book.
  3. Click the Custom fields tab.
  4. Find the custom field you want to associate.
  5. Click the ellipsis icon then Edit.
  6. Next to Associated address book (Optional), click Add address book.
  7. Select the address books you want to associate the field with.
    Note: Once a custom field is associated with an address book, it will appear in all contacts within that address book. Permitted users can specify a unique value for the custom field for each contact.
  8. Click Save.

How to use address book custom fields

Use custom fields in flows

Address book custom fields can be accessed and utilized within your Contact Center flows.  For inbound engagements, the flow searches for a single address book match using the channel logic listed below.  If there is a single match, then the address book custom field(s) will be populated with values.  If there is no match, or if there are multiple matching address book entries, then the custom fields will not have a value.

 
ChannelAddress Book Search Logic
VoiceThe consumer's phone number is used to search for a matching Address Book Contact
SMSThe consumer's phone number is used to search for a matching Address Book Contact
WhatsAppThe consumer's phone number is used to search for a matching Address Book Contact
EmailThe consumer's email is used to search for a matching Address Book Contact
VideoThe consumer's consumerId will be used to search for a matching Address Book Contact
Web ChatThe consumer's consumerId will be used to search for a matching Address Book Contact

 

  1. Sign in to the Zoom web portal.
  2. In the left navigation, click Contact Center Management then Flows.
  3. Create a new flow or edit an existing one.
  4. To use address book custom fields in a condition:
  5. To set a value to an address book custom field in flow:
  6. Referencing address book custom fields in flow:
  7. Click Save.

Use custom fields in consumer routing profiles

You can use address book custom fields as attributes in consumer routing profiles:

  1. Sign in to the Zoom web portal.
  2. In the left navigation, click Contact Center Management then Routing Profiles.
  3. Create a new routing profile or edit an existing one.
  4. In the Consumer section, navigate to either:
  5. Click Add Priority.
  6. Under Attributes, click the drop-down menu and select Custom attribute.
  7. Click Address book custom field, then choose a custom field from the available options.
  8. Configure the routing priority settings for the selected attribute.
  9. Click Save.