Setting up the Zoom Contact Center Slack channel

Admins can integrate Slack as a new messaging channel in Zoom Contact Center, enabling employees to engage with their company’s internal helpdesk directly from Slack.
 
This integration allows admins to create Slack flows using standard widgets such as Send Media, Route To, Collect Input, and HTTP Call. Agents and supervisors can manage Slack engagements with full conversation history, transfer capabilities, and media sharing. Supervisors can also monitor and join Slack conversations through barge functionality.
 
All Slack engagement data is included in reporting, data retention policies, and engagement logs with transcript viewing capabilities. This integration provides employees with a seamless internal support experience within their familiar Slack interface.

Requirements for setting up the Zoom Contact Center Slack channel

Table of Contents

How to set up Slack app on the Slack side

Slack offers two types of apps: Enterprise (Org-Wide) and Workspace apps.

Enterprise App (Org-Wide App)

Workspace App

How to create an Enterprise Slack app

  1. Sign in to the Slack app page with your admin account.
  2. Click Create new app.
  3. Select a workspace.
    This operation will not affect app installed to other workspace, Slack admin can install or uninstall to any workplaces.

Create Slack app from manifest

  1. In the Create an app window, click From a manifest.
  2. Edit the manifest file, and update the name, description, and display_name fields.
  3. Click Next then Create.
  4. Configure your app profile:
  5. In the left menu, under Features, click App Home.
  6. Click Show Tabs then Messages Tab.
  7. Select the Allow users to send Slash commands and messages from the messages tab checkbox.
  8. In the left menu, under Settings, click Install App.
  9. Click Install to Organization.
  10. If you do not see Install to Organization, click Request To Install.
    Your Slack admin will receive a notification from Slackbot. Once approved by the admin, you will see a message indicating that the app has been granted permission.
  11. Click Allow.
    Your app will be installed to the entire organization.
  12. To add app to other workspace, under Installed apps, click the ellipsis icon next to the app name, then select Add to more workspace.
  13. Select the workspace and review the permission.
  14. Click Add app.
    Note: The app must be installed in relevant workspaces before integration.

Create Slack app from scratch

  1. In the Create an app window, click From scratch.
  2. Enter an app name and select a workspace.
  3. Configure your app profile:
  4. In the left menu, under Features, click App Home.
  5. Click Show Tabs then Messages Tab.
  6. Select the Allow users to send Slash commands and messages from the messages tab checkbox.
  7. In the left menu, under Features, click Event Subscriptions.
  8. In the left menu, under Features, click OAuth & Permissions.
  9. In the left menu, under Features, click Interactivity & Shortcuts.
  10. In the left menu, under Features, click OAuth & Permissions.
  11. Click Scopes then add the necessary bot token scopes.
  12. In the left menu, under Features, click Org Level Apps, then click the Enable org-readiness toggle.
  13. In the left menu, under Settings, click Install App.
  14. Click Install to Organization.
  15. If you do not see Install to Organization, click Request To Install.
    Your Slack admin will receive a notification from Slackbot. Once approved by the admin, you will see a message indicating that the app has been granted permission.
  16. Click Allow.
    Your app will be installed to the entire organization.
  17. To add app to other workspace, under Installed apps, click the ellipsis icon next to the app name, then select Add to more workspace.
  18. Select the workspace and review the permission.
  19. Click Add app.
    Note: The app must be installed in relevant workspaces before integration.

How to create a Workspace app

A Workspace app can also be created using a manifest file or from scratch. Except for the parts related to Org/Enterprise apps, the rest of the configuration is essentially the same as an Enterprise app.

How to set up Slack channel on the Zoom side

Set up the integration in Zoom Marketplace and Zoom Contact Center

  1. Sign in to Zoom Marketplace.
  2. In the search bar, look for Slack for Zoom Customer Experience.
  3. Click Add.
  4. On the authorization page, enter:
    You can find these in your Slack app’s Basic Information section.
  5. Click Submit then Allow.

Create a Zoom Contact Center Slack channel flow

  1. Sign in to the Zoom web portal.
  2. In the left navigation, click Contact Center Management, then Flows.
  3. Click Add Flow.
  4. Select Slack channel, then enter a display name for the flow.
  5. Click Add.
    The flow editor will open.
  6. In the left panel, drag and drop the widget.
  7. In the left panel, drag and drop the Route to widget. Then select a Queue.
  8. Configure entry point for the channel.
    Once done, the Slack app will be connected.

How to add another Slack App Application connections

  1. Sign in to Zoom Marketplace.
  2. In the top-right corner, click Manage.
  3. In the left menu, click Added apps.
  4. Search Slack for Zoom Customer Experience.
  5. Expand the Connections section.
  6. Click New Connection to create a new one.

How to uninstall Slack App Application connections

  1. Sign in to Zoom Marketplace.
  2. In the top-right corner, click Manage.
  3. In the left menu, click Added apps.
  4. To the right of the Slack for Zoom Customer Experience connector, click the ellipsis icon then Delete.

How your data is used

Zoom's Slack Application marketplace app allows Zoom Communications Inc. to access your Slack app and will send/receive messages to/from your end consumer. By adding this connection, you agree to Zoom Terms of Service. Zoom will retain your chat message data for the duration of time configured in your Privacy and Data Retention settings for Zoom Contact Center