Using the Zoom Contact Center for Zapier integration
Zoom Contact Center and Zapier can be connected to automate your Contact Center-related actions. You can trigger actions when a Contact Center call ends or when other actions like call recording, or sending a chat or SMS are completed.
Users can integrate Zoom Contact Center with Zapier to automate workflows for call management and other Contact Center activities. After authenticating their Zoom Contact Center account, they can connect it with Zapier-supported applications like CRMs, emails, etc., and configure trigger events such as incoming, outgoing, or missed calls, voicemails, and SMS messages. These triggers can automatically perform actions like creating CRM contacts with caller information, sending emails with call information, and so on. The integration supports multiple third-party applications and field mapping between Zoom Contact Center data and connected services, enabling better follow-ups, improved communication workflows, and reduced manual data entry.
Requirements for using the Zoom Contact Center for Zapier integration
- Zoom Contact Center license
- Zapier has been added to your Zoom App Marketplace account.
- To trigger this integration for all users, you must be added as a user to the Zoom App Marketplace with either User with Shared Access or Admin permissions.
How to connect Zoom to Zapier
To create an app connection to Zoom on Zapier:
- Access the Zapier Apps page.
- Click + Add connection.
A new dialog box will appear. - Search for and select Zoom Contact Center.
- Click Add connection.
A new browser tab or window will open. - Sign in to Zoom to authenticate.
- If prompted, grant Zapier permission to access your account.
- To trigger for all users, select the Allow this app to use the share access permissions checkbox.
The Zapier app will be connected to Zoom Contact Center in the Zapier platform, enabling users to automate workflows and integrate with thousands of popular apps. With this integration, users can set up triggers to monitor events, such as new channel creations, mentions, or messages, and create workflows that automatically send channel or direct messages back into Zoom Contact Center.
How to connect your Zoom account to Zapier when creating a Zap
To use Zoom Contact Center in a Zap, you must first connect your Zoom account to Zapier.
- Sign in to Zapier.
- Create a Zap.
Learn more about getting started with Zapier. - In your Zap trigger, search for Zoom Contact Center.
- Select a Trigger event.
- In the Account tab, select Connect a new account.
- Sign in to the Zoom, review the requested permissions, and click Allow.
Available Zoom Contact Center trigger events
You can choose one of the trigger events from Zoom Contact Center in Zapier:
| Trigger | Description |
|---|
|
New Call Connected
|
Triggers when a call connects.
|
| New Call Ended | Triggers when a call ends. |
| New Call Recording | Triggers when a call recording is ready. |
| New Chat Ended | Triggers when a chat engagement ends. |
| New Chat Started | Triggers when a chat engagement starts. |
| New Engagement Note | Triggers when an agent adds a note to an engagement. |
| New Phone Call Log | Triggers when a Contact Center interaction log is ready. |
| New SMS Ended | Triggers when an SMS engagement ends. |
| New SMS Started | Triggers when an SMS engagement starts. |
| New Video Ended | Triggers when a video engagement ends. |
| New Video Started | Triggers when a video engagement starts. |
Available Zoom Contact Center fields
The next app you choose in the Zap flow (for example, Gmail) can help you trigger an email with values from Zoom Contact Center, such as:
- Agent ID, Call Direction (Inbound / Outbound) , Queue Name, Caller Number, Recording URL
How to remove the Zapier for Zoom Contact Center app
Zapier
- Sign in to Zapier.
- Access the Manage Connections page.
- Select the Zoom Contact Center app.
- Delete your connected account(s).
Zoom
- Sign in to the Zoom App Marketplace with your Zoom account.
- In the top-right corner of the page, click Manage.
- In the navigation menu, click Added Apps.
- Next to the Zapier for Zoom Contact Center app, click Remove.
A pop-up window will appear. - In the window, confirm the dialogue and click Remove.
How your data is used
This integration accesses and uses the following information from your Zoom Contact Center account to automate workflows:
- Caller and Callee Identity Information (Caller/Callee Name, Contact Center Number, Extension ID, Extension Number, Extension Type): This is used to identify the parties involved in a call and populate fields in third-party actions (e.g., inserting the Caller Name into a Gmail subject line).
- Call Metadata (Call ID, Date Time, Direction, Forwarded By Name): This is used to provide specific context about the call instance when triggering automations or logging call history.
- Call Status Events (Call connected, Call ended, Call history completed): These are used as triggers to initiate workflows immediately when a Contact Center call begins or finishes, or when the call log is finalized.
- Media and Messaging Events (Recording completed, Voicemail received): This is used to trigger actions when a call recording finishes or a new voicemail is deposited.
- Account Authentication: This is used to securely connect the specific Zoom Contact Center user to the Zapier platform; credentials are encrypted and can be removed at any time.