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

• Any account owner or admin role with Virtual Agent permission
• 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 Auto Receptionists then Virtual Agent. 
3. On the Virtual Agent page, view the following information:
   • Name: Name of the virtual agent.
   • Extension: Extension number of the virtual agent.
   • Number(s): Phone number(s) of the virtual agent.
   • Site: Site of the virtual agent.

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 extension.
3. Click the dropdown to filter by Department or Cost Center and Site.

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 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.