Using pre-init and post-engagement flows in Zoom Virtual Agent

Zoom Virtual Agent (ZVA) provides two configurable automation features that help enhance customer interactions at key points in the engagement lifecycle:

Pre-init flow: Executes before an engagement begins.
Post-engagement flow: Executes after an engagement concludes.

These flows allow admins to automate preparatory and follow-up tasks to enable consistent customer experiences across chat and voice channels.

Requirements for using pre-init and post-engagement flows in Zoom Virtual Agent

Account owner or admin privileges
Zoom Virtual Agent license

Note: Ensure that any external systems used in your flows (for example, CRM or ticketing tools) are properly authenticated, accessible from ZVA, and tested for latency and reliability before going live.

How pre-init flow works
How to set up the pre-init flow
Supported actions for pre-init flows
- Example
How post-engagement flow works
How to set up the post-engagement flow
Supported actions for post-engagement flows

How pre-init flow works

The pre-init flow enables ZVA to perform preparatory actions before an engagement starts. This helps reduce latency and ensure that personalized data is ready when the customer interaction begins.

Voice: The pre-init flow runs before the greeting is played to the caller. It can execute scripts, invoke tools, set variables, and apply conditional logic. However, it cannot send messages or collect user input.
- The flow is triggered when a call is received from Zoom Phone to ZVA, or from Zoom Contact Center (ZCC) to ZVA.
- The ring back tone is extended while the configured steps execute (up to 5 seconds maximum).
Chat: The pre-init flow runs immediately when a user clicks the chat widget icon on a website. If the flow takes too long, users may experience latency before the chat modal opens.

Keep scripts and tool calls lightweight. The pre-init flow is designed for quick lookups and setup tasks. For optimal performance, avoid long-running or complex tool calls in pre-init flows as these can delay the start of the customer interaction.

How to set up the pre-init flow

Sign in to the Zoom web portal as an admin.
In the top-right corner, click your profile picture or initials, then click Admin Center.
In the side menu, click Product configuration then AI Studio.
Click Virtual Agents.
Select the voice agent or chat agent you want to configure.
In the upper right, click the Settings icon , then expand Agent behavior.
Click the Pre-conversation action toggle.
Click Add action to open the flow canvas.
Configure the desired steps, then click Save.

Supported actions for pre-init flows

The pre-init flow runs before the engagement begin, so it is ideal for data retrieval and personalization tasks. The following are some tasks you can automate using this feature:

Fetch customer details from CRM systems (Salesforce, ServiceNow, Zendesk).
Customize greetings based on customer tier or history.
Retrieve account or order information for context-aware responses.
Check authentication status or pre-load verification data.
Identify VIP customers for specialized routing.
Load recent support tickets or open cases.
Fetch customer preferences such as language or accessibility needs.
Retrieve product ownership or warranty details.
Check for active promotions or offers.
Load conversation history or sentiment scores.
Determine customer location or timezone for business hours messaging.
Validate caller ID or chat session data for fraud prevention.

Example

How post-engagement flow works

The post-engagement flow automates actions that occur after a chat or voice engagement ends. It helps ensure that follow-up tasks, analytics, and updates are handled consistently without manual intervention.

The flow is triggered once an engagement concludes.
Admins can configure actions such as sending surveys, updating CRM records, or logging analytics data.

How to set up the post-engagement flow

Sign in to the Zoom web portal as an admin.
In the top-right corner, click your profile picture or initials, then click Admin Center.
In the side menu, click Product configuration then AI Studio.
Click Virtual Agents.
Select the voice agent or chat agent you want to configure.
In the upper right, click the Settings icon , then expand Agent behavior.
Click the Post-engagement action toggle.
Click Add action to open the flow canvas.
Configure the desired steps, then click Save.

Supported actions for post-engagement flows

Post-engagement flow supports a wide range of automated actions, from data logging to customer follow-ups. The following are some tasks you can automate using this feature:

Execute scripts and populate variables after engagement.
Send post-engagement surveys or feedback forms.
Trigger follow-up emails with conversation summaries.
Create or update CRM tickets (Salesforce, ServiceNow, etc.).
Log analytics data to reporting systems.
Schedule callbacks or follow-up appointments.
Update customer profiles with new information.
Trigger escalation workflows based on engagement conditions.
Archive transcripts for compliance purposes.
Record KPIs such as call duration or resolution status.
Initiate refund or compensation processes.
Send internal notifications to supervisors or team leads.
Trigger marketing automation workflows.

This article applies to Zoom Virtual Agent voice and chat agent. If you are using other Zoom Virtual Agent types, such as or classic chatbot, refer to their respective documentation for setup and channel deployment instructions.