Managing Virtual Agents in Zoom Phone

The Virtual Agent page provides a dedicated landing page, explaining virtual agent capabilities and implementation guidance. 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

Learn more about setting up Zoom Virtual Agent with Zoom Phone.

Requirements for managing Virtual Agents in Zoom Phone

• Account owner or admin privileges
• Either a Zoom Workplace license with Phone included, or a standalone Zoom Phone calling plan
• Zoom Virtual Agent for voice license

How to access the Virtual Agents page under Zoom Phone

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the navigation menu, click Phone System Management then Virtual Agents.
   On the Virtual Agents page, view the following information:
   • Name: Name of the virtual agent.
   • Type: Type of the virtual agent.
   • Site: Site of the virtual agent.
   • Assignment: List of extensions to which this virtual agent is assigned.

Filter the Virtual Agents page

1. Access the Virtual Agents page.
2. At the top of the page, use the search bar to search virtual agent by name or ID.
3. Click the dropdowns to filter by Type (filter by agent type) and Site (filter by sites).

How to add a virtual agent

Account owners and admins can add a virtual agent from the Zoom Phone side.

Learn more about setting up Zoom Virtual Agent with Zoom Phone.

How to import and export virtual agents

Import virtual agents

1. Access the Virtual Agents page.
2. In the top-right corner of the page, click Import.
   A pop-up window will appear.
3. In the window, click one of the following tabs:
   • Add virtual agents: Batch add virtual agents in your account and assign extensions.
   • Update virtual agents: Batch update auto receptionists in your account and assign extension numbers.
4. Download the CSV Sample and fill out the necessary information.
5. Click Upload CSV to upload the CSV file you filled out.
   Once uploaded, the virtual agents will be added or updated.

Export virtual agents

1. Access the Virtual Agents page.
2. In the top-right corner of the page, click Export to CSV.
   A CSV file of the virtual agents will be downloaded to your computer.

How to manage the Virtual Agents tab

Manage assignments

1. Access the Virtual Agents page.
2. Click the Virtual Agents tab.
3. To the right of the virtual agent you want to manage, click Assignments.
   A panel will appear, where you'll be directed to the Assignments tab.
4. (Optional) At the top of the panel, click the Assigned to dropdown and select a filter: All, Auto receptionist (Classic), Call queue, or Shared line.
5. View the extension information to which the virtual agent is assigned:
   • Extension name: View the extension name. If you click the extension name, you will be directed to the extension's page.
   • Extension number: View the extension's number.
   • Extension type: View the extension type.

Manage policies

1. Access the Virtual Agents page.
2. Click the Virtual Agents tab.
3. To the right of the virtual agent you want to manage, click the ellipsis , then click Policy.
   A panel will appear.
4. In the panel, click the Policy tab.
5. Manage the following policy settings:
   Note: Recording will be stored on the Zoom Virtual Agent (ZVA) side.
   
   • Automatic call recording: Click the toggle to enable or disable it. When enabled, voice agent calls will be automatically recorded.
     Note: Recordings will honor data retention preferences.
     • (Optional) After enabling Automatic call recording, select the following checkboxes:
       • Allow call recording transcription
       • Add disclaimer for recording
   • Data retention (Shared with Zoom Virtual Agent setting): Click the toggle to enable or disable it. When enabled, this allows Zoom to delete data after a specified amount of time.
     • Click Edit to define the recordings and transcriptions data retention.

Manage virtual agents

1. Access the Virtual Agents page.
   The virtual agents will be listed.
   Note: For third-party agents, the Name column corresponds to Connections in the Zoom App Marketplace.
2. To the right of the virtual agent you want to manage, click the ellipsis , then use the following actions:
   • Manage regular virtual agents:
     • Recording
     • Policy
     • View details in Zoom Virtual Agent : View the bot's details in Zoom Virtual Agent.
     • Delete: Remove the bot.
   • Manage third-party virtual agents:
     • Copy integration number : Click the copy button to copy the integration number provided. The integration number is provided by Zoom and is required in the third-party system to complete the integration.
     • Edit integration number: Edit or generate a new integration number in the pop-up window, then click Confirm.
       Note: Integration numbers are used to route calls from Zoom to the third-party provider. When modifying an integration number, ensure that the corresponding changes are also made in the third-party system to maintain successful call routing.
     • Go to Marketplace : After clicking this, you will be directed to the app’s connection list page in the Zoom App Marketplace.

How to manage the Recordings tab

Manage recordings

1. Access the Virtual Agents page.
2. Click the Recordings tab.
3. At the top of the page, filter the page:
   • From/To: Filter the call logs by date/length of time. Specify the time period for the report.
   • Search field: Enter keywords to search by virtual agent name.
   • Group dropdown: Select a group to only display data for that specific group.
   • Site dropdown: Select a site to only display data for that specific site.
4. Click the Play icon to play the virtual agent recording.
5. (Optional) To the right of an entry, click Download to save the recording.
6. (Optional) To the right of an entry, click the ellipsis , then click from the following options:
   • Transcribe to: Select the transcription language, then click Save.
   • Move to Trash: Soft delete the recording by moving it to the trash folder.
     Note: This option is only available if soft deletion is enabled.
   • Enable/Disable auto-delete: Enable or disable auto-delete.

Use bulk actions

1. Access the Virtual Agents page.
2. Click the Recordings tab.
3. To the left of the entries you want to manage, select the checkboxes.
4. At the top of the page, click from the following options:
   • Move to Trash: Soft delete the recordings by moving them to the trash folder.
     Note: This option is only available if soft deletion is enabled.
   • Download: Save the selected recordings.

Manage recordings in Trash

Items that may have been deleted by users or the retention policy will appear here. You can view the following information about the item's deletion:

• Deletion Date: View the date and time that the recording was deleted from the Recordings tab.
• Soft-Deleted By: View if the recording was deleted by users or a retention policy.
• Auto Permanently Delete: View when the recording will be automatically and permanently deleted.

Manage a recording in Trash

1. Access the Virtual Agents page.
2. Click the Recordings tab.
3. In the top-right corner, click Trash .
4. (Optional) At the top of the page, filter the data.
5. To the right of a recording you want to manage, click the ellipsis , then click from the following options:
   • Recover: Recover and move this recording from Trash to the Recordings tab.
   • Permanently delete: Delete the recording.
     Note: The recording cannot be recovered once deleted.

Manage multiple recordings in Trash

1. Access the Virtual Agents page.
2. Click the Recordings tab.
3. In the top-right corner, click Trash .
4. (Optional) At the top of the page, filter the data.
5. To the left of the recordings you want to manage, select the checkboxes.
   Note: At the top of the page, to the left of From, select the checkbox to select all recording logs.
6. At the top of the page, click from the following bulk actions:
   • Recover: Recover and move this recording from Trash to the Recordings tab.
   • Permanently delete: Delete the recording.
     Note: The recording cannot be recovered once deleted.