Customizing the Profile update and sync widget

The Profile update and sync widget allows admins to match an inbound engagement to a contact in the customer list using one or more match keys, then create or update that contact's profile automatically. If no match is found, admins can choose to create a new contact or skip the contact association entirely.

Requirements for customizing the Profile update and sync widget

• Account owner or admin privileges; or relevant role/privilege
• Zoom Contact Center license
• Voice, video, web chat, in-app chat, or SMS flow created
• Flow is in draft state
• A customer list created and available to map fields against

How to add and edit the Profile update and sync widget

1. Sign in to the Zoom web portal as an admin with the privilege to edit flow settings.
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click CX management .
4. Click Contact Center then Flows.
5. Click a flow's display name to edit it.
6. In the left-side widgets panel, click and drag the Profile update and sync widget onto the preferred location in the flow.
7. Select the widget.
8. (Optional) Click Rename to change the display name.
9. In the Settings tab, under Match key, select a variable and the corresponding customer list field to match against. Click Add match key to check additional fields, in order, where the first match found is used.
10. Under Contact match found, map fields to update on the matched contact when new information is detected (for example, new cookie IDs or locations). Click Add field mapping to map additional fields.
    Note: If multiple matching contacts are found, customer list data will not be populated or overwritten. Go to the Exits tab to select a widget to handle multiple matches.
11. Under No contact match found, select how to handle engagements with no matching contact:
    • Create new contact: Create a new contact in the Customer List you select under Target custom list. Map a display name and at least one of phone number or email under New contact field mapping.
    • Skip contact associating: Does not create or associate a contact. This is selected by default.
12. Click the Exits tab to customize exit settings.