Configuring the SMS tool to enable the Zoom Phone SMS feature

Zoom Virtual Agent (ZVA) and Zoom Contact Center (ZCC) customers can leverage Zoom Phone's (ZP) SMS capabilities to enhance voice interactions. During a live call, agents can send customizable SMS messages containing dynamic text, URLs, or survey links. This enables customers to receive detailed information that may be difficult to convey over voice alone.

This article walks you through how to configure the SMS tool in ZVA and ZCC and set up the required Zoom Phone components to enable SMS messaging functionality.

Requirements for configuring the Zoom Virtual Agent SMS tool to enable the Zoom Phone SMS feature

Table of Contents

How to configure the SMS tool for Zoom Contact Center

Learn how to assign Zoom Contact Center numbers to an SMS campaign.

How to configure the SMS tool within the voice agent

Follow these steps to configure the SMS tool within your voice agent:
  1. Create or edit an instruction-based voice agent.
  2. In the Skills section, enter a skill name and define a trigger description.
  3. In the Instruction section, click Insert, then search for and select the SMS tool.
    Tip: You can also use the forward slash (/) key to insert variables or tools.
  4. For Sender phone number, select Entry point number.
  5. For Recipient phone number, select the variable containing the recipient’s phone number.
  6. In the Content box, enter your SMS message content. Use the forward slash (/) key to insert variables for dynamic text.
  7. Click Save and add.
  8. Publish the voice agent to apply the changes.

How to configure the Zoom Phone Auto Receptionist to enable the SMS feature

To enable SMS functionality in your Zoom Phone Auto Receptionist:
  1. Sign in to the Zoom web portal.
  2. In the navigation menu, go to Phone System Management then AI Receptionist.
  3. Click the Virtual Agent tab.
  4. Select the Zoom Phone Auto Receptionist associated with your voice agent.
  5. Next to Number(s), click Add and assign a 10-digit phone number.
    Note: Ensure the assigned number has an Approved Messaging Campaign. Create one if it does not yet exist.
  6. Go to the Policy tab.
  7. Under the General section, enable the SMS toggle.
  8. Click Allow List and add at least one Zoom Phone user.
    These users will be able to view incoming SMS replies from customers.
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This article applies to Zoom Virtual Agent voice agent. If you are using other Zoom Virtual Agent types, such as chat agentor classic chatbot, refer to their respective documentation for setup and channel deployment instructions.