Using AI agents in Zoom Chat

AI agents are purpose-built to operate within your workflow. They go beyond passive bots that simply respond or send alerts, instead, they can help you participate in your team’s work, execute tasks, coordinate communication, and streamline day-to-day operations.

Designed to be included in conversations, AI agents bring intelligence and action together in one place. Using the no-code agent builder, you can set up AI agents that understand context from chat threads, access relevant meeting transcripts and history, and take meaningful steps.

AI agents are discoverable in Zoom Chat and scalable across your organization giving your team access to reliable support, not just individual users.

Note: AI agents feature is currently available for US users only.

Learn more about enabling AI agents and managing human-in-the-loop settings for AI agents.

Requirements for using AI agents in Zoom Chat

• Zoom Pro, Business, Education, or Enterprise account
• ZoomMate license and available AI Credits
• Access to Zoom Chat
• Zoom desktop app for Windows, macOS, or Linux: (version 7.0.5 or higher)
• Zoom AI enabled
• Admin permissions to create AI agents (for organization-wide agents)

Understanding AI agents in Zoom Chat

AI agents combine multiple capabilities, including the following components:

User experience

Users can interact directly with AI agents through direct messages, or add agents to chat channels. They support:

• Responses with citation to sources
• Interactive response options for actions such as creating a task, opening a document, or scheduling a follow-up

Knowledge base

AI agents can be configured to use knowledge base from a variety of sources, including:

• Chat thread history and replies
• Meeting transcripts and recordings
• Zoom Hub and internal knowledge bases
• Approved public URLs when appropriate

Skills and tools

Users can configure AI agents to leverage skills and tools from a variety of sources. These skills and tools enable AI agents to retrieve content, perform actions, and interact with other systems. Sources may include:

• Zoom product and services (for example, tools that retrieve meetings, chat messages, recordings, or tasks)
• Third-party integrations (for example, tools that read content from Jira, Confluence, Google Drive, Box, or Asana)

How to create an AI agent in Zoom Chat

You can create an agent in two ways: by typing in a description of your agent or by using a template.

Create an agent using description

1. Sign in to the Zoom Workplace desktop app.
2. In the navigation panel, click Chat.
3. In the toolbar, click the AI agents icon (next to All).
4. In the upper-right corner, click the + Create button.
5. (Optional) In the upper right-corner, click the Plus icon button and click AI agent under New.
6. In the description box, enter a detailed description of the task you want the agent to perform then click Send. Wait for the task to be completed.
7. In the top menu, select the Configure tab to set up your agent.
8. Enter the following details:
   • Name: A clear and unique title that reflects the agent’s purpose.
   • Description: A detailed explanation of what the agent does and how it assists users.
     Be specific about:
     • Responsibilities
     • Capabilities
     • Limitations
     • Example tasks or questions
   • This helps the system generate accurate behavior and more relevant responses.
   • Avatar: A visual representation of the agent. Automatically generated upon creation; users can select from preset options or upload a custom image.
   • Agent instructions: Specific rules and guidelines that define how the agent behaves. This includes tone, response style, limitations, and any step-by-step processes the agent should follow when assisting users.
   • Skills: The set of abilities the agent can use to perform tasks. Selecting the appropriate skills enables the agent to move from reasoning to taking action.
     • Choose the skills your agent will use:
       • Add built-in skills: Add skills pre-built by Zoom that are ready to use out of the box.
       • Add personal skills: Add skills you have created or uploaded to extend your agent's capabilities.
   • Suggested Prompts: Provide example user inputs to guide interaction.
     Examples:
     • “Schedule a meeting for tomorrow”
     • “Summarize this chat”
     • “Create a task from this discussion”
   • Tools: Defines the integrations and functional capabilities available to the agent, enabling it to take specific actions beyond standard responses. This includes access:
     • Zoom tools: Provides access to native Zoom functionalities in Zoom products such as Chat, Meetings, Docs, and Tasks
     • Third-party tools: Enables integration with external platforms including Jira, Confluence, and Google Drive
   • Knowledge: Choose the knowledge sources your agent will use to generate responses. Add sources by entering URLs, uploading files, or add/select content from Zoom Hub, and Zoom Chat.
     • Add Zoom assets, enter a URL, or upload files.
       • Websites: Enter or add URL
       • Local Files: Upload up to 100 files (30MB each) in these formats: .pdf, .txt, .md, .docx, .pptx, .csv, .xlsx, .json
       • Meetings: Add Zoom meetings from your meeting history
       • Zoom Hub: Add files and folders from your personal and shared folders
       • Chat: Add chat channels you’re a member of
9. In the upper right corner, click Done to create the agent.

Create an AI agent using templates (Premade by Zoom)

1. Sign in to the Zoom desktop app.
2. In the navigation panel, click Chat.
3. In the toolbar, click the AI agents icon (next to All).
4. In the upper-right corner, click the + Create button.
5. (Optional) In the upper right-corner, click the Plus icon button and click AI agent under New.
6. From the available templates, choose the one that best fits your needs. Options include:
   • Premade by Zoom
     • Support Engineer
     • Design
     • IT
     • Product Management
     • Marketing
     • Engineering
     • Sales
     • Zoom All-in-One
7. Select the template and click Customize.
8. (Optional) In the description box, enter a detailed description of the task you want the agent to perform, then, click the arrow up icon. Wait for the task to be completed.
9. In the top menu, select the Configure tab to edit your agent.
10. Enter the following details:
    • Name: A clear and unique title that reflects the agent’s purpose.
    • Description: A detailed explanation of what the agent does and how it assists users.
      Be specific about:
      • Responsibilities
      • Capabilities
      • Limitations
      • Example tasks or questions
    • This helps the system generate accurate behavior and more relevant responses.
    • Avatar: A visual representation of the agent. Automatically generated upon creation; users can select from preset options or upload a custom image.
    • Agent instructions: Specific rules and guidelines that define how the agent behaves. This includes tone, response style, limitations, and any step-by-step processes the agent should follow when assisting users.
    • Skills: The set of abilities the agent can use to perform tasks. Selecting the appropriate skills enables the agent to move from reasoning to taking action.
      • Choose the skills your agent will use:
        • Add built-in skills: Add skills pre-built by Zoom that are ready to use out of the box
        • Add personal skills: Add skills you have created or uploaded to extend your agent's capabilities
    • Suggested Prompts: Provide example user inputs to guide interaction.
      Examples:
      • “Schedule a meeting for tomorrow”
      • “Summarize this chat”
      • “Create a task from this discussion”
    • Tools: Defines the integrations and functional capabilities available to the agent, enabling it to take specific actions beyond standard responses. This includes access:
      • Zoom tools: Provides access to native Zoom functionalities such as Chat, Meetings, Canvas, and Tasks
      • Third-party tools: Enables integration with external platforms including Jira, Confluence, and Google Drive
    • Knowledge: Choose the knowledge sources your agent will use to generate responses. Add sources by entering URLs, uploading files, or add/select content from Zoom Hub, and Zoom Chat.
      • Add Zoom assets, enter a URL, or upload files
        • Websites: Enter or add URL
        • Local Files: Upload up to 100 files (30MB each) in these formats: .pdf, .txt, .md, .docx, .pptx, .csv, .xlsx, .json
        • Meetings: Add Zoom meetings from your meeting history
        • Zoom Hub: Add files and folders from your personal and shared folders
        • Chat: Add chat channels you’re a member of
11. In the upper right corner, click Done to create the agent.

How to configure an existing AI agent in Zoom Chat

1. Sign in to the Zoom Workplace desktop app.
2. In the navigation panel, click Chat.
3. In the toolbar, click the AI agents icon (next to All).
4. Under Created by me select the agent you want to configure.
5. In the upper right-corner, click the pencil icon and click the Configure tab.

How to share an AI agent in Zoom Chat

Note: Before sharing an AI agent, an admin must enable sharing permissions.

1. Sign in to the Zoom Workplace desktop app.
2. In the navigation panel, click Chat.
3. Click Agents, then click All Agents.
4. Click the agent you want to share, then the click the share icon in the upper-right corner.
5. Under This agent is available to, choose one of the following:
   • Anyone in your organization: This agent will be accessible to everyone in your organization.
   • Specific users in your organization: Users you share this with will have access to this agent.
   • Only you: Only you will be able to access and use this agent.
6. (Optional) Click Copy link, to copy the share link for the agent.
7. Click Apply.

How to edit an AI agent in Zoom Chat

1. Sign in to the Zoom desktop app.
2. In the navigation panel, click Chat.
3. Under Agents, click All Agents.
4. Select the agent you want to edit.
5. Click the edit (pencil) icon.
6. Update the description, or open the Configure tab to review and adjust settings.
7. Click Update to save your changes.

How to delete an AI agent in Zoom Chat

1. Sign in to the Zoom desktop app.
2. In the navigation panel, click Chat.
3. Under Agents, click All Agents.
4. Select the agent you want to delete.
5. Click the three dots (...), then click Delete.
6. (Optional) Uncheck the Also delete previous chats with this agent checkbox, if you want to keep your previous chats with the agent.
7. Click Delete.

Notes: After deletion, the agent can’t be restored.

How to add AI agents using add agents option

1. Sign in to the Zoom desktop app.
2. In the navigation panel, click Chat.
3. Select the channel where you want to add the agent.
4. Click the More icon from the upper right corner, then click View Agents & integrations.
5. Click the Agents & integrations tab.
6. Under Agents, click Add agents.
7. Select from the available agents on the list.
8. Click the + Add to channel button to add the agent.
9. (Optional) Click the following agent filters to search and add an agent:
   • All
   • My Agents
   • Shared with me
   • Premade by Zoom (if available)

The agent will be added to the channel.

How to add AI agents using the search option

1. Sign in to the Zoom desktop app.
2. In the navigation panel, click Chat.
3. Select the channel where you want to add the agent.
4. Click the More icon from the upper right corner, then click View Agents & integrations.
5. Click the Agents & integrations tab.
6. In the search field, enter the name of the agent.
7. Click Add to channel.
8. If a verification dialog appears, click Add.

The agent will be added to the channel.

How to add AI agents using mention

1. Sign in to the Zoom desktop app.
2. In the navigation panel, click Chat.
3. Select the channel where you want to add the agent.
4. Type @ in the chat field to search for an agent and click the plus + icon.
5. If a verification dialog appears, click Add.

The agent will be added to the channel.

How to add AI agents using sharer or recipient view

1. Sign in to the Zoom desktop app.
2. In the navigation panel, click Chat.
3. Select the channel where you want to add the agent.
4. When someone shares an agent, click the + Add to channel button to add the agent.

The agent will be added to the channel.

How to remove AI agents from the channel

1. Sign in to the Zoom desktop app.
2. In the navigation panel, click Chat.
3. Select the channel where you want to remove the agent.
4. Click the More icon from the upper right corner, then click View Agents & integrations.
5. Click the Agents & integrations tab.
6. Under Agents, select the agent that you want to remove and click the three dots and click Remove from this channel.
7. In the verification dialogue box, click Remove.

The agent will be removed from the channel.

How to configure or edit chat channel permissions

You can set advanced permissions when creating a new channel or edit them for an existing channel.

Note: Only the channel owner or admin can edit permissions for existing channels.

New channel

1. Sign in to the Zoom desktop app.
2. In the navigation menu, click Chat.
3. Click the plus icon in the upper right corner and click Channel.
4. Enter the name of the channel.
5. Click Advance permissions.
6. Edit the following options:
   • Who can add members
     • All channel members
     • Only the channel owner and admins
   • External users
     • External users can be added
   • Who can send messages
     • Everyone
     • Only the channel owner and admins, plus specific people
     • Only the channel owner and admins
     • Allow everyone to reply
   • Who can use @all
     • Everyone
     • Only the channel owner and admins
     • Disable @all for this channel
   • Who can add, edit and remove tabs
     • All members
     • Only the channel owner and admins
   • Who can add agents
     • All members
     • Only members in your organization
     • Only the channel owner and admins
   • Who can add apps
     • All members
     • Only members in your organization
     • Only the channel owner and admins
   • Workflow Automation
     • Members can use Workflow Automation
       • All members
       • Only the channel owner and admins
   • Instant meetings
     • Allow starting instant meetings with all members
       • Who can start instant meetings
         • All members
         • Only the channel owner and admins

Existing channel

1. Sign in to the Zoom desktop app.
2. In the navigation menu, click Chat, then click All.
3. Click Chats & Channels.
4. Select the channel you want to edit.
5. Move your cursor over the channel name at the top and click to More actions.
6. Click Edit channel, then click the Advanced permissions dropdown menu.
7. Edit the permissions then click Save changes.