Integrating Zoom Virtual Agent with Zoom Phone

Zoom Virtual Agent integrates with Zoom Phone to provide an AI-powered auto receptionist that can handle call routing, appointment scheduling, and business inquiries. Key capabilities include:

Automated call routing to call queues, shared lines, or individuals
Appointment scheduling integration with Zoom Scheduler
Knowledge base integration for answering common business questions

This article explains how to configure and deploy the Virtual Agent for your organization.

Requirements for Zoom Virtual Agent with Zoom Phone

Any account owner or admin role with Virtual Agent permission
Zoom Phone license
Zoom Virtual Agent for voice license

How to set up Zoom Virtual Agent with Zoom Phone
How to configure your virtual agent
How to deploy your virtual agent
How to delete a virtual agent

How to set up Zoom Virtual Agent with Zoom Phone

Note: For online accounts without a Zoom Virtual Agent license, the system provides the ability to apply for a trial license. Click Get started and follow the prompts to complete the setup.

Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
In the top-right corner, click your profile picture or initials, then click Admin Center.
In the side menu, click Product configuration, then click Phone system, followed by Agents.
In the ZVA Receptionist tab, click Add and select one of the following options:
- New ZVA Receptionist: Create and assign a new Zoom Virtual Agent receptionist.
- Select existing ZVA Receptionist: Assign an existing Zoom Virtual Agent receptionist.
  Note: If no virtual agent has been created, you'll be directed to the Zoom Virtual Agent page where you can create a new voice agent.
Click Save.

How to configure your virtual agent

Basic configuration

Use pre-built Zoom Phone templates to easily add agents.
Customize greeting and guidance messages.
Use the Refine with Assistant tool to adjust agent identity and tone.
Select voice actor (gender, accent, formality level).

Set up skills for routing

Configure routing skills to handle specific routing scenarios:

Create Skills with specific trigger conditions.
Implement API integration in the instructions for advanced caller verification or any conditional check.
Using the forward slash (/) tools menu, access the Zoom_phone_routing tool to define the routing.

Set up skills for appointment scheduling

Configure routing skills to handle appointment scheduling scenarios:

Create Skills with specific trigger conditions.
Using the forward slash (/) tools menu, access the Appointment_scheduling tool.
Go to Zoom Scheduler using the provided URL link and copy the desired scheduler URL.
Paste the link in the tool field.

Set up skills for phone transfer by name routing

Configure routing skills to allow callers to reach a person or department by speaking a name:

Create Skills with specific trigger conditions.
Using the forward slash (/) tools menu, access the Zoom_phone_transfer_by_name tool.
Under Route to, select which extensions can receive calls, such as Users, Call Queues, Shared Line Groups, Common Areas, and Auto Receptionists.
Select all to include all extensions type, or limit the selection as needed.
Enable Automatically include new extensions into the transfer by name list if required.

How to deploy your virtual agent

Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
n the top-right corner, click your profile picture or initials, then click Admin Center.
In the side menu, click Product configuration, then click AI Studio, followed by Virtual Agents.
Select the voice agent you want to deploy.
In the upper-right corner, click the Publish button.
In the Channels section, click Add agent to channel then select Add to Zoom Phone.
The voice agent will appear in the Phone System Management > Agents page under the ZVA Receptionist tab.
Select an existing ZVA Receptionist and configure the site settings.

Once configured, your Zoom Virtual Agent will begin handling calls according to your specified settings and routing rules.

How to delete a virtual agent

Deleting a ZVA Receptionist from Phone System Management doesn't remove the underlying virtual agent from Zoom Virtual Agent. The receptionist record is retained and marked as Deleted, and can be reactivated if you reconnect it with a virtual agent later.

Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
In the top-right corner, click your profile picture or initials, then click Admin Center.
In the side menu, click Product configuration, then click AI Studio, followed by Virtual Agents.
In the Agents tab, click the More icon to the right of the virtual agent, then Delete.
A pop-up window will open.
Type the agent name to confirm then click Delete.

Note: Deleting the agent will permanently remove the entire agent configuration and may cause disruptions for consumers.

Zoom is gradually migrating customers to the new Phone system setup. If your account still uses the previous configuration in AI Studio, refer to Managing Virtual Agents in Zoom Phone for setup instructions.