Setting up 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

Account owner or admin privileges
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 set up Zoom Virtual Agent with Zoom Phone

Sign in to the Zoom web portal.
In the navigation menu, click Phone System Management then Virtual Agents.
Click the Virtual Agent tab.
Click Add and provide the following:
- Site: Select the site for the virtual agent.
- Name: Enter a display name for the virtual agent.
- Virtual Agent: Select an existing voice agent, or create a new one.
  Note: If no virtual agent is created, you will 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.
In the navigation menu, click AI Studio then 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 Zoom Phone Auto Receptionist page.
Click the voice agent and configure site settings:
- Site name
- Business hours
- Holiday schedules
- Assigned agents for different scenarios

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

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