Enabling clinical notes in Zoom Contact Center

Clinical notes allow licensed clinicians to generate AI-assisted notes during voice engagements in Zoom Contact Center. Admins can enable clinical notes at the account level and configure templates and specialties on individual queues.

Requirements for enabling clinical notes in Zoom Contact Center

• Account owner or admin privileges, or a relevant role with permission to edit Queue Management.
• Zoom Contact Center license
• Clinical notes add-on license
  • Subscription-based: Includes unlimited clinical notes generation.
  • Prepaid: The customer purchases a set number of notes (for example, 1,000 or 3,000). The quota is shared across Zoom Meetings and Zoom Contact Center. For example, if a customer purchases 1,000 notes and generates 100 through Zoom Meetings and 100 through Zoom Contact Center, the total usage is 200 notes, leaving 800 remaining.

How to enable or disable clinical notes

Enable or disable clinical notes for the entire account

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the navigation menu, click Settings then Clinical Notes.
3. Under General, click the Enable Clinical Notes toggle to enable or disable it.
4. If a verification dialog appears, click Enable or Disable to verify the change.
5. (Optional) To prevent all users in your account from changing this setting, click the lock icon , and then click Lock to confirm the setting.
6. Configure the following settings at the account level as needed:
   • Default specialty
   • Clinical Notes template
   • Clinical Note Editor with AI
     Note: To use Zoom AI features inside Clinical Notes, the Zoom AI setting must be turned on.

Enable or disable clinical notes on a queue

1. Sign in to the Zoom web portal as an admin with the privilege to edit queue settings.
2. In the navigation menu, click CX Management .
3. Click Contact Center then Queues.
4. Select the applicable voice queue.
5. Click the Policy tab.
6. In the Clinical Notes section, click the Enable Clinical Notes toggle to enable or disable it.
   • If Clinical Notes is enabled, live transcription is turned on by default.
7. Set the default specialty for the queue.
8. Under Clinical note templates, add one or more clinical notes templates to the queue.
   • Set a favorite template and a default template as needed.
     Note: To create and manage clinical notes templates, users must have access to AI Studio with edit permission for Custom Templates.
9. (Optional) In the Client Experience section, under Right panel, configure clinical notes to display by default in the right panel when an engagement is connected to an agent.
   Note: If a user uses clinical notes for both Zoom Contact Center and the Zoom Workplace desktop app, the clinical notes configuration for Contact Center follows the queue-level settings.