Creating event automation for outbound engagement

Zoom Contact Center admins can define and manage event-based automation for outbound engagements. Admins can configure scripts for key engagement events (e.g., start, end, connected, transferred) for outbound voice, video, messaging, and email. This enables organizations to automate actions based on outbound call events. For example, an admin can configure a script to automatically log call details in a CRM system once an outbound call ends, or trigger a follow-up email when a call is successfully connected.

Requirements for creating event automation for Zoom Contact Center outbound engagement

Account owner or admin privileges

Pro, Business, or Education account

Zoom Contact Center license

How to create event automation for outbound engagement

In the navigation menu, click Contact Center Management then Queues.

Click the display name of the queue you want to edit.

In the Outbound Settings section, under Event automations, click Manage.

Click Add event automation.

Enter the following details:

Event automation name: Enter a display name for your event automation.
Description (Optional): Enter a short description.
Event trigger: Select an event trigger from the list.
Script name: Click New Script to create a new script or select one from the list of available scripts.
- If creating a new script, enter your custom script.
- (Optional) Click Save as a new script asset to save the script in the asset library for future use.

Click Add.