Frequently asked questions about Zoom Virtual Agent Receptionist

This article provides answers to common questions about the Zoom Virtual Agent (ZVA) Receptionist. The ZVA Receptionist is an AI-powered voice agent that answers calls, routes them to the right destination, and assists callers with information or appointment scheduling.

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What is a ZVA Receptionist?

A ZVA Receptionist is a 24/7 virtual voice agent that acts as your business’s automated receptionist. It greets callers, answers questions, routes calls to the correct person or department, and can even help schedule appointments.

How does the ZVA Receptionist work?

When someone calls your business, the AI receptionist answers immediately with a personalized greeting and an opening question. Callers can respond using natural voice commands to get answers, navigate menus, or connect with the right contact.

What are the benefits of using Virtual Agent Receptionist?

Using a ZVA Receptionist provides several advantages:

How do I set up a ZVA Receptionist?

Visit this article to learn how to set up and optimize the ZVA Receptionist.

Can I customize the greeting message?

Yes. You can customize greetings on the agent’s detail page. To personalize greetings based on time of day, caller name, or other logic, enable Advanced Mode in the settings.

Where can calls be routed?

Calls can be routed to:

How do I route callers to a specific person or department?

Create a new skill in AI Studio and define the trigger (for example, billing or sales). Then, use the Zoom_phone_routing or Zoom_phone_transfer_by_name tool to direct calls to the appropriate extension or user.

What happens if no one answers a call?

If a call is not answered, it will follow the overflow settings configured for that extension. You can customize fallback options in Phone Management.

Can the ZVA Receptionist schedule appointments?

Yes. If you have a Zoom Scheduler license, you can enable appointment scheduling. Callers can book appointments during calls based on your calendar availability. However, canceling or rescheduling appointments is not supported during calls.

How do I enable appointment scheduling?

  1. Ensure you have a Zoom Scheduler license.
  2. Create a Scheduler link and sync it with your calendar.
  3. In AI Studio, create a new skill and define a trigger such as schedule an appointment.
  4. Use the Appointment Scheduling tool and specify your Scheduler link.

What if the receptionist is not answering questions correctly?

Check that your knowledge base includes clear and accurate question-and-answer pairs. You can update or expand your knowledge sources to improve accuracy.

How can I enable API calls or integrations?

Enable Advanced Mode in the agent’s settings to unlock API calls and integrations. For advanced setup or CRM integration, contact Zoom Support for paid implementation assistance.

What if my website cannot be crawled?

If web crawling fails:

How do I configure the receptionist for after-hours calls?

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone Management then Auto Receptionist.
  3. Select the Auto Receptionist linked to your ZVA.
  4. Define your business hours and set routing destinations for open and closed hours.

How can I prevent the receptionist from answering certain questions?

Enable Advanced Mode and add custom rules in the Guidance section to restrict topics. For example, you can instruct the agent to decline medical or legal questions and direct callers to a live representative.

What are best practices for an effective Receptionist?