Managing multi-instance Zoom Virtual Agents

Multi-instance Zoom Virtual Agent (ZVA) allows organizations to deploy a single master agent across multiple store or site locations, each with customizable attributes such as guidance, skills, and hours of operation. Admins can manage all instances from a centralized interface in AI Studio, create groups of instances for analytics and bulk operations, and configure location-specific behaviors including business hours greetings and knowledge base tagging.

Requirements for managing multi-instance Zoom Virtual Agents

• Account owner or admin privileges
• Basic, Pro, Business, Education, or Enterprise account
• Zoom Virtual Agent and Zoom Phone licenses
• Access to AI Studio with Zoom Virtual Agent enabled
• A master agent configured with at least one store instance deployed
• JavaScript knowledge for custom tool and skill configuration

How to navigate the multi-instance admin interface

1. Sign in to the Zoom web portal as an admin.
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click Product configuration then AI Studio.
4. Click Virtual Agents.
5. Click the agent name to open the Master Agent detail page.
6. To view store-specific details, click Switch View in the top-right corner of the browser window and select the desired instance.
   • Use the Search tab to locate a specific store. This is especially useful when managing a large number of instances.
   • Once a store is selected, the store-specific detail page opens with the store name displayed in the top-left corner.
7. Return to the Virtual Agents list.
8. Under the Instances column, click Manage to view instance versions and attribute statuses.
   • The version number shown alongside a store instance indicates the specific Master Agent version associated with that store.
   • Scroll horizontally to view the status of customizable attributes at the instance level.

How to manage groups

Create a group

1. Sign in to the Zoom web portal as an admin.
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click Product configuration then AI Studio.
4. Click Virtual Agents.
5. Search for the virtual agent you want to manage.
6. Under the Instances column, click Manage to view instance versions and attribute statuses.
7. On the Manage Instances page, select the store instances you want to group by clicking the checkboxes.
8. After selecting one or more instances, the following actions appear above the table:
   • Bulk Edit
   • Add Group
   • Publish
   • Delete
9. Click Add Group.
10. In the dialog box that appears, enter a name for the group.
11. Click Save to create the group.

Limitations and considerations when creating a group

• Admins cannot change or rename group names after creation.
• Admins cannot manually delete a group. A group is automatically deleted when it has no instances remaining. Once deleted, it will not appear in analytics.
• Analytics reflect the stores present in the group for the relevant time period. For example, if a group called Premium has 3 stores in Week 1 and a 4th store is added in Week 2, group analytics will show data for 3 stores for Week 1 and 4 stores from Week 2 onward.

Remove instances from a group

1. Sign in to the Zoom web portal as an admin.
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click Product configuration then AI Studio.
4. Click Virtual Agents.
5. Search for the virtual agent you want to manage.
6. Under the Instances column, click Manage.
7. Search for the instance you want to remove from a group.
8. In the Groups column, click the pencil icon next to the instance name.
9. Click the icon beside the group name to remove the instance from that group.

Perform bulk edits

1. Sign in to the Zoom web portal as an admin.
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click Product configuration then AI Studio.
4. Click Virtual Agents.
5. Search for the virtual agent you want to manage.
6. Under the Instances column, click Manage.
7. Select the store instances you want to edit.
8. At the top of the table, click Bulk Edit and select the category you want to update:
   • Agent guidance: Modify guidance at two levels:
     • Max Level Guidance: A general set of rules applied to all stores (for example, guardrails or instructions not to discuss competition).
     • Store Level Guidance: Additional guidance appended to the Max Level Guidance for specific stores.
       Note: A current known issue prevents admins from deleting edited store guidance to revert to Max Level Guidance. As a workaround, enter a # character in the store's guidance field.
   • Greeting: Update the greeting message displayed by the virtual agent for all selected store instances.
   • Knowledge: Add, update, or replace the knowledge source configuration for the selected store instances.
   • Skills: Add a new skill or copy a skill from an existing instance to all selected instances.
   • Voice actor: Update the voice actor assigned to the selected store instances.
9. Click Save and publish.

This article applies to Zoom Virtual Agent voice agent when paired with Zoom Phone Auto Receptionist.