Enabling Zoom Contact Center Engagement Brief

The Zoom Contact Center Engagement Brief feature automatically generates a comprehensive document during wrap-up phase for the final interaction in a customer engagement. This document consolidates all interaction segments, including those managed by Zoom Virtual Agent (ZVA) during redirected sessions.

Admins can enable this feature at the queue level in the Zoom web portal. By default, agents can generate the Engagement Brief manually. To switch to automatic, admins can configure this in the queue’s Policy tab.

Requirements for enabling Zoom Contact Center Engagement Brief

Account owner or admin privileges
Zoom Contact Center Elite license
Voice, video, messaging, or email queue created

How to enable Zoom Contact Center Engagement Brief
How to create Engagement Brief templates
How to use the Engagement Brief template editor
How to manage existing Engagement Brief template

How to enable Zoom Contact Center Engagement Brief

Sign in to the Zoom web portal.
In the navigation menu, click Contact Center Management then Queues.
Select a queue.
Click the Policy tab.
In the Engagement Brief section, click the Generate Engagement Brief after engagement toggle.
When the feature is enabled, a licensed agent will be allowed to click a button in the agent interface to manually generate an engagement brief.
Select the checkbox Automatically generate an Engagement Brief during wrap-up.
- When enabled, the system automatically generates an engagement brief for each engagement.
- When disabled, agents can manually generate the brief.

Note: A template needs to be assigned to a queue to activate it. Up to 10 templates can be added.

How to create Engagement Brief templates

Sign in to the Zoom web portal.
In the navigation menu, click Contact Center Management then Assets Library.
Click the Engagement Brief templates tab.
Click the + Add template button to create a template.
Select one of below two options to start with:
- Blank: Opens an empty editor for a fully custom template.
- System example: Pre-populates the editor with a built-in example.
  - Select the desired Engagement artifacts to include in the generated brief.
  - Tags (optional): Click + Tagging to apply organizational tags from your Tag Library.
Click Next.
The Engagement Brief template editor will open.

How to use the Engagement Brief template editor

When creating a template, the template content editor provides the following formatting tools:
- Undo / Redo
- Title and Text type: Text, Heading 1, Heading 2, Heading 3, Heading 4
- Bold, Italic, Underline
- List type: Bulleted list, Numbered list, To-do list (checkboxes)
- Alignment & indent
To insert content blocks, click in the editor body and type / to open the insert menu.
Click the Untitled placeholder at the top of the document to name the template.
Click Save when finished, or Previous to go back to settings, or Cancel to discard.

How to manage existing Engagement Brief template

View a template

Click the template name link to open a preview of the template content.
Use the language dropdown in the preview to switch between available language versions.

Edit a template

From the template list, click the ellipsis icon to the right of the template you want to edit.
Select Edit to open the template detail page.

Add a language version

Edit the template.
On the template detail page, click + Add language version.
Select a new language and create content for that language variant.

Note: Each template can have multiple language versions; one is marked as Default.

Archive a template

From the template list, click the ellipsis icon to the right of the template and select Archive.