Release notes for Zoom Virtual Agent

Upcoming Release

Details about upcoming releases will be posted as they become available.

April 11, 2025

New, enhanced, and changed features

Type	Feature title	Description	Platforms
Admin features
New or enhanced feature	Timezone enhancements in reports	Account owners and admins can set custom timezones for their Zoom Virtual Agent analytics reports. The timezone control defaults to the user's local timezone but can be adjusted to any preferred timezone. The selected timezone setting persists across all reports and during current session, ensuring consistency in reporting when viewed across timezones. This enhancement helps organizations with users across multiple timezones view consistent reporting metrics across their teams.	Web portal
New or enhanced feature	Query insights report with topics	Zoom Virtual Agent managers can view AI-powered topic analysis through leaderboards in the query insights page. The analysis displays the most common topics across customer engagements, showing both successfully resolved topics and those that required escalation to agents. Users can filter the analysis by time period and see the percentage of queries for each topic category. This enhancement helps organizations identify opportunities for chatbot optimization and better understand their customer service performance.	Web portal
New or enhanced feature	Overview report with support channel analytics	Zoom Virtual Agent managers can view detailed end-state analytics for assistance-requested scenarios across support channels and Zoom Contact Center engagements. Users can analyze the percentage of traffic reaching different support channels and track changes in support channel trends over time. This enhancement enables better staffing decisions and provides a comprehensive view of cross-product engagement flows.	Web portal

Released

March 21, 2025

New, enhanced, and changed features

Type	Feature title	Description	Platforms
Admin features
New or enhanced feature	Helpjuice knowledge base integration with Zoom Virtual Agent	Users can integrate their Helpjuice knowledge base with Zoom Virtual Agent through the Knowledge Base in the admin web portal. Admins can authenticate their Helpjuice knowledge base via Zoom App Marketplace, making it easy to connect the platforms. During onboarding, they can specify content preferences such as categories and languages during onboarding. The integration supports initial setup and ongoing management, allowing users to monitor sync status and refresh content manually. This ensures virtual agents can leverage existing knowledge base content for more accurate responses.	Web portal

March 14, 2025

New, enhanced, and changed features

Type	Feature title	Description	Platforms
Admin features
New or enhanced feature	Zoom Connector widget in Zoom Virtual Agent	Account owners and admins can set up API connections in the Zoom App Marketplace for streamlined data integration. The new Zoom Connector widget allows bot flow builders to access pre-configured connections without coding, manage outputs, and define exit scenarios like success, timeout, and errors. This simplifies third-party data integration and reduces repetitive configuration tasks.	Web portal
New or enhanced feature	Warning notification for unsupported knowledge base languages	Account owners and admins receive a warning notification in the bot settings if the knowledge base does not support one or more selected languages for their bot. The warning indicates which languages are not supported and provides options to sync the knowledge base with missing languages or enable Answer Generation for automated translation. If no action is taken, admins are informed that the bot will only respond using intent-based responses for unsupported languages. This update helps prevent bots from being deployed without proper language coverage.	Web portal
New or enhanced feature	Site-wide web campaign chat persistence setting for Zoom Virtual Agent	Admins can manage a site-wide persistence setting under Preferences in the admin web portal. When site-wide persistence is enabled, a user's web chat and conversation history will remain open even after navigating to a new page with the Zoom campaign SDK installed, regardless of location exclusions. If site-wide persistence is disabled, the chat window will not appear if the user moves to an excluded page. This setting allows businesses to control whether the chat experience stays open as users navigate the website.	Web portal
New or enhanced feature	Enhancements to intent discovery filtering	Account owners and admins can select specific time ranges to filter suggested intents in the Discover section. The system generates suggested intents every 24 hours based on the last 60 days of queries by default. When a time range is selected, the system displays relevant suggested intents and their associated queries within the specified period. This enhancement enables admins to focus their analysis on the most relevant timeframes for their operational needs.	Web portal
New or enhanced feature	Dynamic button reporting	Account owners and admins can view analytics for dynamic buttons in bot flows, including user interactions, navigation paths and total button clicks. This feature helps admins better understand user engagement with dynamic buttons.	Web portal
New or enhanced feature	Deploy Zoom Virtual Agent bots within Zoom Contact Center Team Chat flows	Admins can deploy Zoom Virtual Agent bots within Zoom Contact Center Team Chat flows using a new bot widget. This enhancement enables businesses to automate internal support, streamline employee inquiries, and reduce manual workload. The virtual agent can recognize queries, provide knowledge base responses, and guide users through automated workflows. Employees can interact using quick reply buttons or key presses for an efficient self-service experience.	Web portal
New or enhanced feature	Deploy Zoom Virtual Agent bots within Zoom Contact Center Facebook Messenger channel flow	Admins can deploy Zoom Virtual Agent bots within Zoom Contact Center Facebook Messenger flows using a new bot widget. This enhancement allows businesses to automate responses and reduce agent workload while providing a seamless customer experience. The system converts web chat interface elements into text-based menu options, enabling users to interact via number key selections.	Web portal
Agent and consumer features
New or enhanced feature	Intent detection with user feedback collection and analysis	Agents and end users can provide feedback on detected intents during their interactions with Zoom Virtual Agent and AI Expert Assist. For chatbot interactions, users can rate responses using thumbs up/down icons, while agents can mark detected intents as correct or incorrect. The system also collects implicit feedback through various interaction patterns, such as query repetition and escalation to human support. Admins can review all feedback in a dedicated interface to identify areas for improvement and take corrective actions. This feedback mechanism helps improve the accuracy of intent detection and enhances the overall user experience.	Web portal

February 21, 2025

New, enhanced, and changed features

Type	Feature title	Description	Platforms
Admin features
New or enhanced feature	Deploy Zoom Virtual Agent bots within Zoom Contact Center SMS flows	Account owners and admins can deploy Zoom Virtual Agent bots within their Zoom Contact Center SMS flows. The integration enables businesses to handle inbound SMS messages through automated bot responses, reducing the need for live agent interactions. Users sending SMS messages to supported Zoom Contact Center numbers receive instant automated responses and can interact with quick reply options using simple keypad inputs.	Web portal

February 14, 2025

New, enhanced, and changed features

Type	Feature title	Description	Platforms
Admin features
New or enhanced feature	Real-time language translation for knowledge base content	Account owners and admins can enable real-time language translation for knowledge base content in Answer Generation settings . This AI-powered feature automatically translates chatbot responses into the user's preferred language during searches, eliminating the need to maintain multiple translated versions of the knowledge base. Admins can configure supported languages and monitor translation accuracy and usage through analytics. This enhancement helps businesses efficiently serve international customers without the burden of manually translating their entire knowledge base.	Web portal
New or enhanced feature	Intent preview confidence scoring	Zoom Virtual Agent customers can see both local model and large language model (LLM) confidence scores in the intent preview dialog. If the local model's score is below the threshold and LLM detection is triggered, the preview highlights both scores and explains why LLM detection was used. This transparency helps users understand how intents are matched and processed by each method.	Web portal
New or enhanced feature	GenAI-powered training phrase generation for existing intent	Zoom Virtual Agent admins can utilize GenAI to automatically generate diverse and relevant training phrases for existing intents. By leveraging advanced AI capabilities, admins can effortlessly enhance intent models, improving overall system performance and user satisfaction.	Web portal
New or enhanced feature	Enhancements to ticket form routing	Account owners and admins can configure additional steps after users submit a ticket form or send a ticket by email in Zoom Virtual Agent. The enhancement supports major ticketing platforms including Zendesk, Salesforce, ServiceNow, and Kustomer. After form submission, the bot session remains active, allowing for follow-up actions such as surveys or continued bot interactions. This improvement helps organizations create more comprehensive support experiences and gather additional feedback from users after ticket submission.	Web portal
New or enhanced feature	Enhancements to proactive messaging in Zoom Virtual Agent	Admins can configure a timing delay for when a proactive message appears in their Zoom Virtual Agent web chat campaign. They can set the time delay to any value between 0 and 1000 seconds, with a default setting of 10 seconds, allowing them to better capture their website visitor's attention. In addition, admins can choose if their proactive message should display only once when a visitor first matches the campaign rules or every time the user visits a page matching the campaign rules. This setting helps businesses refine their outreach process to their consumers.	Web portal

January 3, 2025

New, enhanced, and changed features

Type	Feature title	Description	Platforms
Changed feature	Increased campaign limit	Account owners and admins can now create up to 100 campaigns in Zoom Virtual Agent, an increase from the previous limit of 50. This increase supports organizations with multiple business units, different language support, or various proactive messaging campaigns. Both draft and published versions count as one campaign. The higher limit allows more entry points to virtual agent bots.	Web portal
Admin features
New or enhanced feature	Zoom Virtual Agent integration with Zoom Contact Center WhatsApp flows	Account owners and admins can integrate Zoom Virtual Agent (ZVA) bots into their Zoom Contact Center (ZCC) WhatsApp flows. When creating a WhatsApp flow, they have the option to add a bot widget and deploy their published ZVA bots. For those without a ZVA license, details about utilizing a bot via ZVA are provided , allowing them to learn about the future possibilities. This integration enables businesses to leverage conversational AI and chatbots within their contact center WhatsApp channel, enhancing customer support and reducing agent workload. This feature must be enabled by Zoom.	Web portal
New or enhanced feature	Carousel display with customizable field descriptions	Account owners and admins can add custom text labels to attribute fields in the carousel feature. These labels make it easier to distinguish similar values, like ZIP codes and mileage, when showing products to users. Admins can customize up to three fields by adding descriptive text to the field values, making product details clearer and enhancing the browsing experience.	Web portal

December 14, 2024

New, enhanced, and changed features

Type	Feature title	Description	Platforms
Admin features
New or enhanced feature	Proactive messaging for Zoom Virtual Agent Campaigns	A new proactive messaging option in campaigns allows businesses to send messages to website visitors without requiring prior interaction. When a proactive message is sent, visitors see an icon with text bubbles and optional call-to-action buttons, enabling them to open a chat window for further engagement with a bot. This proactive messaging feature is available for Web Chat campaigns that use sticky invitations.	Web portal
New or enhanced feature	SharePoint integration with Zoom Virtual Agent	Admins can integrate SharePoint with Zoom Virtual Agent's knowledge base using the Marketplace Connector app, allowing them to import specific content like files, folders, or groups of files in PDF and DOCX formats. This integration enables Zoom Virtual Agent bots to efficiently search and retrieve information from SharePoint, while also providing analytics to track which content is most frequently accessed. Admins can also run manual syncs and schedule automatic updates to keep the imported content current.	Web portal
New or enhanced feature	OneDrive integration with Zoom Virtual Agent	Admins can connect their OneDrive knowledge base to Zoom Virtual Agent, allowing them to use existing articles from OneDrive to answer questions. They can customize sync settings to choose what to include and manage synced articles directly in the Zoom Virtual Agent knowledge base.	Web portal
New or enhanced feature	New targeting options for Zoom Virtual Campaign	Account owners and admins can configure the devices and installation types where their web chat appears. They can choose between mobile phone web browsers and mobile web views in apps, in addition to the existing desktop and tablet options.	Web portal
New or enhanced feature	Google Drive integration with Zoom Virtual Agent	Admins can connect to Google Drive and use content from their organization's drive to find answers from .doc, .PDF and HTML files, which are formatted for system use. They can select specific files or folders, choose content from within their organization or any shared links, and set specific drive folders to control what's included. This new knowledge base type broadens the range of available sources, enabling the Virtual Agent to provide more comprehensive responses.	Web portal
New or enhanced feature	Enhancements to bot flow testing	Bot flow designers can test sub-flows independently without navigating through the entire main flow. The test bot displays relevant parameters like variables, intents, and knowledge base phrases needed for testing a particular sub-flow. Designers can input specific context data to simulate scenarios like sub-flow routing or returning to the main flow. Designers can access this feature by navigating to AI Management then Virtual Agent , selecting a bot flow, and clicking Bot Simulator in the top-right corner. A pop-up window will appear, allowing them to select and test the desired sub-flow.	Web portal
New or enhanced feature	Deletion of expired local storage content	An expiry timer has been added for content stored in local storage for Zoom Virtual Agent chatbots so that content such as campaign IDs, persistent states, and authentication statuses is automatically cleared from local storage when the timer expires. Once expired, the content is marked as invalid and removed the next time the end user visits the website with the Zoom Virtual Agent bot.	Web portal
New or enhanced feature	Zoom Virtual Agent admin alerts and notifications	Account owners and admins can configure customizable alerts to monitor system changes, such as unexpected shifts in bot usage, failures in HTTP/Script widgets, issues with knowledge base syncing or training, and integration disconnections. Admins have the flexibility to set event triggers and notification preferences under Account Management then Alerts & Notifications. This feature facilitates proactive monitoring, allowing for quick identification and resolution of potential issues.	Web portal

Note: The Zoom Virtual Agent integration with Zoom Contact Center WhatsApp flows feature has been pulled from release due to issues with deployment and will be available in another upcoming release.

November 22, 2024

New, enhanced, and changed features

Type	Feature title	Description	Platforms
Admin features
New or enhanced feature	PII redaction for engagement transcripts	Admins and account owners can manage PII redaction in Zoom Virtual Agent's engagement transcripts using a new setting. Enabled by default, this setting redacts personal information from bot transcripts. Admins can disable it if they don't need redaction, but changes apply only to future transcripts. This feature gives admins more control over data privacy management.	Web portal

November 16, 2024

New, enhanced, and changed features

Type	Feature title	Description	Platforms
Admin features
New or enhanced feature	Enhancements to Knowledge Base reporting	The Chatbot Performance report in Zoom Virtual Agent now distinguishes between Extracted and Generated answers in the Knowledge Base (KB) report. Answer generation is an optional feature where AI creates responses using information from up to five source articles, tailoring the response to the user's context. Generated answers are more personalized, and each one includes a list of source articles. In reporting, each source article is credited for the success of the answer based on metrics like SSR and Helpfulness. When the answer generation feature is enabled, the KB report provides an Answer type filter in the Articles section, allowing filtering by Extracted answer, Generated answer, or both. Additionally, the Answer type analysis section shows the Helpful rate, SSR, and usage for both answer types.	Web portal
New or enhanced feature	Enhancements to bot flow debugging	Admins can access more detailed information about bot flows during testing in the bot simulator. This includes data like API payloads, response times, variable values, and evaluations for widgets such as HTTP, Script, Connector, Collect Input, and Dynamic Carousel. They can also see information about support channels, including routing status and form submission details. To access the bot simulator, go to AI Management, then Virtual Agent, select a bot, and the bot simulator will appear in the top-right corner of the page.	Web portal
New or enhanced feature	Enhanced flow canvas and widgets	The flow canvas and widgets have been optimized for chatbot functionality, allowing visual elements like buttons, confirmations, and options to be smoothly adapted for building a chat flow.	Web portal
New or enhanced feature	Embed Wistia.net videos in Zoom Virtual Agent chat modal	Knowledge base videos hosted in Wistia.net can now be directly played within the chat modal. End users will now be able to play Wistia.net hosted Knowledge base videos within the chat modal, without having to leave the chat window. Wistia.net videos hosted within the flow canvas in Send Media widget will still be played in a new tab or window. This new experience is only for Knowledge base hosted videos.	Web portal

Resolved issues

Description	Platforms
Minor bug fixes	Web portal

Note: The Google Drive integration with Zoom Virtual Agent feature has been pulled from release due to issues with deployment and will be available in another upcoming release.

October 19, 2024

New, enhanced, and changed features

Type	Feature title	Description	Platforms
Admin features
New or enhanced feature	Trigger sub flows from URLs	Admins and bot flow designers can trigger a Virtual Agent sub flow from a URL. If an end consumer is already chatting with the bot and follows a URL to a sub flow, their chat history remains persistent. Admins can use URLs to launch sub flows for various campaign types, making it easier for end consumers to resolve their requests quickly with relevant web information.	Web portal
New or enhanced feature	JSON object support for Send Media and Collect Input widgets	Admins and PSOs can use JSON object variables that they create in the script widget in other widgets such as Send Media and Collect Input. Customers and admins can now write sophisticated code logic in script widget to process data and store them in array and json objects to be later referenced in Send Media, and Collect Input widgets. This enables personalized experiences for end users by utilizing data from external sources.	Web portal
New or enhanced feature	JSON object support for Script widget	Admins can create, edit, and save JSON objects in the Script widget. Admins can make an HTTP API call from the Script widget, receive a JSON response, save the response to the JSON variable created inside the Script widget and write custom/sophisticated logic to process the response. These JSON objects can be mapped to global variables, and elements or fields can be accessed using json notation.	Web portal
New or enhanced feature	Enhancements to bot flow canvas navigation	Admins and bot flow designers can navigate the bot flow canvas more easily with the addition of a minimap icon. This will make flows with many widgets much easier to navigate. The minimap can be minimized or expanded, and when expanded, it displays grayed-out widget icons reflecting the bot flow canvas layout. As admins scroll through the canvas using the hand symbol, the minimap highlights the corresponding area. Clicking on the expanded minimap changes the canvas layout accordingly. If a widget is deleted, the minimap updates to reflect the change. This feature improves the navigation experience, especially for complex bot flows with many widgets. Note: This feature will not be immediately available, as it is dependent on a backend server update scheduled for October 18, 2024.	Web portal
New or enhanced feature	Block list management	Admins can block chat consumers from accessing digital campaigns by banning their IP addresses. When a consumer with a banned IP visits the brand's website, they will not be able to see the sticky invitation. If they previously had access to a digital campaign and attempt to restart an engagement, the consumer receives an error message stating, "Unable to process this request at this time," preventing them from restarting the engagement. This ensures that unauthorized users cannot access chat conversations. Additionally, admins can manage the block list by importing and exporting IP addresses, adding new ones, or deleting multiple entries at once. Changes to the block list are synchronized between Zoom Contact Center and Zoom Virtual Agent for improved management.	Web portal
New or enhanced feature	Block sensitive information in web chat	Account owners and admins can set up regular expression (regex) blocking rules to automatically detect and prevent users from sending sensitive information, like credit card numbers and social security numbers in web chat conversation. When enabled, users will receive a message informing them that their message couldn't be sent due to sensitive content. By default, this blocking feature is disabled. This helps ensure that sensitive information isn't stored on the Zoom platform, improving data security and privacy.	Web portal
New or enhanced feature	Array variable support for Send Media and Collect Input widget	Admins and PSOs can use array object variables that they create in the script widget in other widgets such as Send Media and Collect Input. Customers and admins can write sophisticated code logic in script widget to process data and store them in array and array objects to be later referenced in Send Media, and Collect Input widgets. This enables personalized experiences for end users by utilizing data from external sources.	Web portal
New or enhanced feature	Array variable support for Script widget	Admins can create, edit, and save array objects in the Script widget. Admins can make an HTTP API call from the Script widget, receive a JSON response, save the response to the array variable created inside the Script widget and write custom/sophisticated logic to process the response. These arrays can be mapped to global variables, and elements or fields can be accessed using dot notation. Admins can create nested arrays, get the number of elements at any level, update specific elements, and loop through the array. This allows admins to store and manage complex information, enabling more personalized experiences.	Web portal
New or enhanced feature	AI-generated content notice	Admins can add a notice to AI-generated content to inform users that the content is generated by AI. They can enable or disable this feature based on their organization's legal, compliance or business needs. The default notice says, "AI can make mistakes. Review for accuracy." but admins can customize it using the asset library. End users will see the notice alongside AI-generated responses, providing transparency and helping to meet customer requirements.	Web portal

Resolved issues

Description	Platforms
Minor bug fixes	Web portal

September 14, 2024

New, enhanced, and changed features

Type	Feature title	Description	Platforms
Admin features
New or enhanced feature	Testing experience for campaigns and bot flows	Admins can test their bot campaigns and flows in a sandbox environment without needing to set up websites or allowlist URLs. They can customize the sandbox to match the live site and check all campaign settings for branding. Admins can preview and test the entire consumer experience, including widgets, quick replies, knowledge base articles, and chat modals. This ensures everything looks and works right before going live.	Web portal
New or enhanced feature	Pre-filling ticket form fields in ServiceNow	Account owners and admins can attach global or static variables to specific ticket fields in ServiceNow. They can choose to show or hide these fields from the user and decide if the user can edit them. If fields are editable, users can view and update the pre-filled information in forms. This feature simplifies the ticket submission process by minimizing manual data entry.	Web portal
New or enhanced feature	Enhanced reporting for knowledge base and intent usage across products	Users can easily access reports on knowledge base and intent activity, performance, and usage, both overall and specific to each product. These reports are available in the knowledge base and intent management areas, as well as within the individual product that utilizes these features. Customers managing knowledge bases and intents can view consolidated reports that provide consistent data across all products. This provides better visibility into how knowledge bases and intents are performing across different products.	Web portal
New or enhanced feature	Bot flow debugging	Admins and bot flow designers can see debugging information on engagement id, widgets, knowledge base, intent matching, and HTTP calls. They can see detailed internal information like widget names and IDs, condition parameters, intent match phrases and scores, and HTTP call statuses. This helps admins find and fix issues more efficiently during testing.	Web portal
New or enhanced feature	Alerts and notifications about anomalies and critical events within Intent Management	Admins can receive notifications when unusual patterns in intent trends are detected, such as sudden increases or decreases in intent detection time. Alerts are triggered when the detection time exceeds a set threshold compared to the previous period. Additionally, admins can define different notifications based on the number of intents for different categories, including Untrained, Unpublished, and Suggested intents. They can customize the notification settings, including the type and frequency of alerts, and review the alert history for auditing purposes. This feature keeps admins informed about changes in user behavior that could impact their business.	Web portal

Resolved issues

Description	Platforms
Minor bug fixes	Web portal

August 17, 2024

New and enhanced features

Admin features
- Support for various data types in Script widget
  The Script widget in Zoom Virtual Agent now recognizes and supports Number, Boolean, and Date data types. Admins and bot flow designers can write JavaScript code to create variables, perform computations, and manipulate data of these types when making API calls and processing responses.
- Improved error handling for Zoom Virtual Agent integrations
  Admins will receive descriptive error messages when an integration is disconnected or encounters errors during operations like creating or updating forms, saving drafts, importing fields, or connecting to CRM systems. Specific error messages detail the issue, affected components, and potential reasons for failure. This allows administrators to perform initial troubleshooting and resolution without immediately involving support.
- Support for nested and array JSON responses for carousel
  Admins can integrate carousels with CRM systems that provide nested JSON and array responses. The system efficiently identifies and extracts values from these complex data structures, storing them for further use or display. Error handling ensures unsupported responses do not cause crashes, ensuring a smooth experience.
- Support for table content
  Admins can include knowledge base content that is stored or formatted in tables at the source. This content can be indexed, searched, and displayed as an answer in Zoom Virtual Agent, preserving the table structure when desired. Admins have granular control over table content handling, allowing them to keep the original structure, convert to plain text, or exclude it entirely. This flexibility empowers admins to determine the most effective way to present information, tailoring the content display to best meet user needs.
- Retrieval-Augmented Generation (RAG) answer generation
  Admins can leverage RAG Answer Generation for more accurate and contextual responses to customer inquiries. This feature integrates the customer-approved knowledge base content with a Large Language Model (LLM) to create conversational answers. The LLM generates intelligent responses by referencing content from knowledge base sources, striking a balance between AI-driven intelligence and admin-controlled source material. This approach ensures that answers are both contextually relevant and grounded in approved information. Admins have the flexibility to enable this feature at the bot level by opting in to Answer Generation, giving them control over when and how this advanced capability is utilized.
- Campaign targeting based on HTML language attribute
  Admins can create web chat campaigns that are targeted based on the HTML language attribute on a given webpage. This functionality allows businesses to show or hide campaigns based on the language preference of their customers. The campaign targeting can be configured under the Targeting section of Campaigns, with the language attribute taking precedence after the URL setting. By leveraging this feature, businesses can ensure that their customers receive a personalized experience in their preferred language.
- Ability to reorder Collect Input buttons
  Admins can leverage the drag-and-drop functionality within the Collect Input feature to reorder buttons easily. Previously, the only method to re-order buttons is to update the fields or delete and re-create them each time the order changes.
Agent and consumer features
- Improved CSAT survey integration within Zoom Virtual Agent
  Consumers can take survey within the chat engagement window after interacting with the Zoom Virtual Agent bot. The survey is presented in an integrated manner, making it easier for users to complete. Admins gain better access to customer data, making the feedback more actionable. This integrated approach aims to increase user conversion and motivation to provide feedback.
- Language detection for multi-language campaigns
  Consumers can engage with multi-lingual campaigns in their preferred language more reliably. The language detection feature converts any detected 2-digit language codes (for example, 'en' for English) to the corresponding supported ISO language code (for example, 'en-us'). This allows the bot to display in the correct language, even when the consumer's settings do not include the locale. However, if an unsupported 4-digit code is detected, the feature maintains the default campaign language.

Resolved issues

Minor bug fixes

July 20, 2024

New and enhanced features

Admin features
- Auto-coach management
  Admins can access a centralized auto-coaching dashboard to review and manage all intents with GenAI-added training phrases from a single location. They can control the number of auto-added training phrases to each intent model. Additionally, a new icon identifies intents with auto-added training phrases for easy recognition. The auto-suggestion logic has been improved to display new suggestions only after admins make changes to at least one suggestion, providing better control over the auto-coaching process.
- Chatbot creation limit
  Account owners and admins will be notified when the maximum number of chatbots is reached for their Zoom Virtual Agent account. The Add chatbot button is disabled once the limit of 24 chatbots is reached, preventing admins from going through the entire creation process only to have it fail at the end. Admins are also provided with clear instructions on how to proceed if they need to create additional chatbots. This enhancement streamlines the chatbot creation workflow and saves time by avoiding unnecessary effort.
- Widget deletion alerts and error handling
  When trying to delete a widget referenced as the next step in another flow, admins will receive an alert listing all affected flows. This alert allows them to navigate directly to these flows and make necessary adjustments before deletion. Additionally, if admins open a flow canvas where a referenced widget has been deleted, an error message will appear in the error panel, enabling them to take corrective action. This feature ensures a seamless experience when refining bot flows.
- Enhancements to Data Download filters
  When users export both engagement and query data through the Data Download feature, they can filter by Knowledge Base and even by individual Article. This feature allows users to focus more efficiently on their interactions with specific topics within the collection of knowledge base articles.
- MS Dynamics knowledge bases integration
  Admins can now integrate their MS Dynamics knowledge base with Zoom Virtual Agent. This allows them to leverage their existing knowledge base articles stored in MS Dynamics for question answering within the Virtual Agent. Admins can configure the sync settings to choose which information to include and view the synced articles within their Zoom Virtual Agent knowledge base.
- Enhancements to AI model selection for Virtual Agent AI features
  Admins can opt to use only Zoom's own large language models for Zoom Virtual Agent features, without third-party AI. Features not supported by Zoom's model will be turned off in Zoom Model Only mode, controlled by account and feature settings. This gives users more control over how AI models are used in their Zoom Virtual Agent setups. This feature must be enabled by Zoom.
- Keep bot sessions active after route to and surveys
  Account owners and admins can keep bot sessions active after presenting route to options or surveys to end users. Previously, sessions would end once these widgets were displayed. Keeping sessions active allows admins to follow up with additional questions to gather more feedback or information from end users after surveys. It also enables ending sessions smoothly by confirming if the end user needs any additional help after route to options are displayed.This feature is available only for Zoom Virtual Agent flows and offline support channel options – email, phone (display the phone number if clicked) link, and ticket.
User features
- Multi-select support for Zendesk and Salesforce forms
  Users can select multiple options from a dropdown in form fields, enabling them to provide multiple inputs without resubmitting the form. The selected options are visually distinguished, and users can deselect any option if needed. The form captures all selected options accurately and supports both desktop and mobile devices. This feature enhances the user experience when filling out forms with multiple choice fields.
- Improved organization for intent discovery
  Users can now explore a new component for the intent discover section, duplicate queries in the discover suggested intent queries list are collapsed, reducing clutter and confusion for customers. A title has also been added to the list view page, improving clarity and organization.

Resolved issues

Minor bug fixes

June 15, 2024

New and enhanced features

Admin features
- Knowledge base setup enhancements
  Zoom Virtual Agent is introducing a new landing page and workflows for admins to setup new knowledge bases. After selecting Add Knowledge Base , admins will see a new landing page and a unified user experience across all knowledge base types. In addition to the simpler interface and processes, we have also included high level guidance for admins to help decide which type of knowledge base to choose at setup within the application as well as publishing developer docs and support articles to guide the process.
- Role-based permissions for Zoom Virtual Agent
  Account owners and admins can set granular permissions for different roles to access various components of Zoom Virtual Agent such as chatbots, intent management, knowledge base, and integrations. Admins can specify view-only or edit permissions for each role for secure access and adherence to the principle of least privilege. These granular permissions also extend to the Operational Portal (OP) to support engineers troubleshooting customer accounts.
- Geographic storage location for chat transcripts
  Admins can configure the geographic storage location for their chat engagement transcripts with Zoom Virtual Agent bots. This feature enables admins to meet regional data privacy regulations by allowing them to specify the region or country where their transcript data must be stored. For customers using both Zoom Virtual Agent and Zoom Contact Center, the transcript storage location can be synchronized across both products, ensuring consistent data storage compliance.
- Secure email validation with OTP
  Account owners and admins can validate the consumer's email address by sending a one-time password (OTP) to the provided email. The OTP is dynamically inserted into a fixed email template and sent to the user. Users have the option type or paste the received OTP code, and regenerate the code if needed (maximum of 3 attempts). If the authentication is successful, users can proceed to the next step. If authentication fails after the maximum number of retries, the flow exits. This feature helps ensure the email address belongs to the intended user, enhancing security and user experience. This feature must be enabled by Zoom.
- Embedded campaigns wildcard selector
  Admins can set up a web chat campaign with an embedded invitation that uses existing HTML on their website. Admins have the ability to allow for either exact value or wildcard searches. When defining the link validation, admins can choose from the left-hand selectors whether it uses Class name, HREF value, Href query or attribute query. This simplifies the process of launching the web chat or bot on multiple pages with varying URLs.
Agent and consumer features
- New message notifications for consumers
  Consumers can receive enhanced notifications to inform them when they receive a new inbound message from a brand. This includes playing a notification sound and showing a browser tab notification. Consumers will need to grant browser permissions in order for this functionality to work. Additionally, consumers have the option to mute chat if they no longer want to hear audio alerts. The notifications help consumers quickly identify and respond to new messages, improving their overall responsiveness. A visual indicator for new messages has been added when a chat conversation triggered via embedded HTML is minimized by the consumer. This feature must be enabled by Zoom.

Resolved issues

Minor bug fixes

May 18, 2024

New and enhanced features

Admin features
- Allow SVG files for bot avatar and campaign header image
  Account owners and admins can upload SVG image files for bot avatars and campaign headers. SVG allows using transparent backgrounds to showcase company logos. This improvement gives users the freedom to tailor campaigns and bot appearances to align with their brand identity.
- Enhancements to knowledge base setup and third-party integrations
  Account owners and admins can easily view and configure all available third-party integrations for knowledge bases from one centralized landing page. The new setup flow allows admins to choose from manual setup, web sync, or integrations with various CRM platforms. Once an integration is selected, admins can configure sync settings and choose which knowledge base information to include. The simplified, guided setup makes it easy for admins to get knowledge bases connected and integrated with existing systems.
- Add knowledge base content using custom API
  Admins can generate a custom API key, enabling them to systematically integrate additional content from other data sources. The new API provides a simple way for admins to automate population of the knowledge base from external content repositories. This saves time by eliminating the need for manual entry of articles and results in more comprehensive and up-to-date knowledge bases.
- Maintain the table format during the knowledge base sync
  The formatting has been improved during web sync's for manual knowledge base type when the article source is PDF. This update captures a wider range of formatting such as headings, deep links, bold, italics, and underlines more accurately so that customer knowledge base information can be presented as intended.
- Ability to link to specific steps in subflows
  Conversation designers can now link from one bot subflow to a specific widget in another subflow. This allows skipping ahead in flows instead of always linking to the start widget. For example, a Collect Input widget can route to the 5th widget of subflow A. This provides more flexibility to customize the end-user experience by skipping unnecessary steps when linking between subflows. The enhancement is available for Condition widgets, Collect Input widgets, and other widgets that link subflows.
- Inline opening of ticket forms in chat window
  An enhancement has been made to the form input experience for Zoom Virtual Agent bots. Previously, forms opened in a side panel which could disrupt the conversation flow. Forms now open inline within the chat window so users can fill out the form without leaving the conversation. This enhancement allows users to continue the conversation after submitting or canceling the form. Inline forms simplify the interaction and keep users focused on the conversation.
- Enhancements to button display
  The Zoom Virtual Agent user interface has been improved with regards to displaying buttons to end users. Previously, buttons appeared unaligned and disorganized. They are now displayed stacked vertically and aligned for a cleaner and more intuitive interface. This enhancement provides end users with a better experience when presented with multiple button options to select from within Zoom Virtual Agent.
- Support for dynamic image carousel
  The new dynamic carousel feature allows admins to present a customizable carousel of images to consumers, providing an interactive and personalized experience. This feature offers visual previews of products or solutions, along with customizable call-to-action (CTA) buttons for each image. Consumers can navigate through the carousel, expand images for a closer look, use quick replies for faster interaction, and even download images for offline viewing. The image carousel aims to improve engagement and drive faster dialog resolution. This feature must be enabled by Zoom.
- Enhancements to manage agent availability hours for support channels
  Account owners and admins can configure office hours and breaks for support channels to specify when agents are available. The bot flow will check agent availability before routing users to a support channel. If agents are unavailable during non-office hours, the chat channel option will not be shown, and users will be informed about the support channel availability. This feature ensures transparency and manages user expectations when seeking live agent assistance.
- Support for RSA-256 encryption in consumer authentication
  Account owners and admins can choose between ES-256 or RSA-256 encryption method for the JWT public key when enabling consumer authentication. This enhancement allows enterprise customers who use RSA-256 encryption to utilize the authenticated chat solution. The rest of the consumer authentication functionality remains the same, with the selected encryption method applied to the public key. This feature provides greater flexibility and compatibility for enterprise customers with specific encryption requirements.

Resolved issues

Minor bug fixes

April 13, 2024

New and enhanced features

Enhancements to Intent Management suggested queries list
When an intent is associated with Zoom Virtual Agent or AI Expert Assist but has no suggested queries, a new 'No suggestions available' notification will be displayed instead of the previous generic notification “To receive suggested queries, the intent requires an association with a Zoom Virtual Agent or AI Expert Assist”. This update enhances the user experience by providing clearer expectations in cases where no queries are available to suggest.
Enhancements to manual Knowledge Base content upload
Account owners and admins can manually upload Knowledge Base content in several new ways, including via CSV, PDF, or DOCX file or manual text entry. These enhancements allow Knowledge Base admins to include offline content from various sources in bulk or individually in their Knowledge Base. Having the ability to manually upload content provides more flexibility and control over populating Knowledge Bases.
Enhanced PDF import feature for Knowledge Bases
A new PDF upload feature has been added to improve importing PDF files as knowledge base content. Users can upload multiple PDFs at once through an intuitive interface instead of navigating multiple screens or manual uploads. The batch upload supports uploading 25 PDFs simultaneously to be incorporated into the knowledge base. This simplifies managing PDF knowledge bases, helping to save valuable time and avert possible errors and inefficiencies.
Improved accuracy calculation for intent comparison
The Intent Comparison modal has been enhanced to calculate intent accuracy in a more stable way. During model training, the system randomly selects phrases for validation multiple times. The average of these validation results is then displayed as the intent accuracy value. By validating multiple times with different phrase sets, admins can have increased confidence that the displayed accuracy reflects the true intent detection capability.
Enhancement to Intent Management auto-match and coach
Account owners and admins now have more precise control, allowing them to review AI-suggested queries before automatically adding them to the intent's training phrases list. The suggestion process has been refined, leveraging AI capabilities to reduce false positive training phrase suggestions. Additionally, a dedicated entry has been introduced for admins to conveniently access and review all AI-added intent training phrases. This enhancement provides a more efficient intent management experience.
Configure consumer authentication data as global variables
Account owners and admins can map website or consumer authentication data to global variables so that global variables can be updated dynamically if or when website or consumer authenticated data is available. The authenticated consumer data will be available as global variables in flows and the agent interface. This enables a more personalized and relevant experience based on known information about each authenticated consumer. This feature must be enabled by Zoom.

Resolved issues

Minor bug fixes
Resolved an issue regarding error on filtering with deactivated knowledge bases
Resolved an issue where the knowledge base name is not displayed in answer preview page
Resolved an issue regarding incomplete sync for answer preview. If sync has not been completed yet, the answer preview search will fail.

March 17, 2024

New and enhanced features

Enhancements to video URL functionality in bot flows
Admins can easily embed video in bot flows by entering a URL, rather than needing to download and upload a file. For supported sites like YouTube, Vimeo, and Dailymotion, the video title and thumbnail are automatically populated. Admins can override the title if needed. For other sites, admins can manually enter a title and upload a thumbnail image. Users can play the videos directly within the chat . This enhancement simplifies the process of adding engaging video content to bot flows.
Display all available Zoom Virtual Agent support channels when used inside Zoom Contact Center
When a Zoom Virtual Agent bot is added to a Zoom Contact Center chat flow, all support channels set up by the admin including phone, link, email, and contact center chat will be shown. Previously, not all configured support channel options were displayed to end users. This gives end users the full range of options to resolve their issues through their preferred channel.
Support for knowledge base AI-generated queries
Zoom Virtual Agent admins can opt in to AI-generated queries to help jump start knowledge base coaching. This feature leverages AI to generate queries based on knowledge base content. This allows knowledge base admins to efficiently train the system to align with specific company content. It is recommended that admins select the most frequently used articles to optimize efficiency. Once selected, admins can review the AI-generated queries and the best answers recommended by the model, change to a new answer, delete, or coach.
Enhancements to language detection for PDF-based knowledge bases
A new enhancement has been added to improve language detection for PDF-based knowledge bases. Previously, the language was set based on the source website URL. Now, the system will first check the PDF metadata for language information. If no language is set in the metadata, it will fall back to detecting the language from the source URL. This provides more flexibility and accuracy in supporting multilingual PDF knowledge bases. Users will benefit from having their PDF articles correctly grouped by language.
Query disposition tracking and reporting
The tracking and reporting of query dispositions has been improved to provide more visibility into coaching activity over time. Users can view historical counts of queries that have been coached or trained. Date range filters enable tracking coaching completed in different periods. The feature provides account owners and admins better insights into the total amount of coaching done to date.
Enhancement to import and export of intent training phrases
Account owners and admins can download and upload a CSV file containing the training phrases and languages. The CSV file can then be edited and uploaded to update the training phrases. During the import process, duplicate queries are skipped, and new phrases are added. Account owners and admins can enter the language for each phrase in the language column. This simplifies bulk editing of intent training phrases across languages. This enhancement provides a more efficient workflow for managing intent training data.
Customize how knowledge base articles are viewed when presented to end users
When displaying answers to end users, admins can choose whether knowledge base article links open in the same window as the bot or a new tab. The default setting opens articles in the same window, which helps reduce abandoned engagements. Having links open in the current window provides a more seamless experience for end users by keeping the chat and article visible. Admins can enable the option to open links in a new tab if they prefer. This enhancement gives admins more control over the knowledge base article link experience.
Enhancements to image display in web chat
Customers can easily expand any image sent by an agent or bot to its full resolution with a simple click. The expanded view enables zooming in and out for closer inspection. Clicking on an image at the right top corner provides the option to download it. These enhancements allow customers to more easily view and save images shared during a chat session.

Resolved issues

Minor bug fixes

February 25, 2024

New and enhanced features

Enhancements to knowledge base sync
The sync process now includes additional steps to separately perform sync and train. New statuses were added for the train process to provide visibility into pending, retrieving article content, and indexing articles phases. In addition, significant improvements have been made to enhance the admin's visibility into the sync progress. Admins can now track sync progress more transparently, helping reduce queries and provide more comprehensive information.
Excluding deactivated knowledge bases from knowledge base sync
Deactivated knowledge bases are now excluded from the knowledge base sync process. This change streamlines sync by removing unnecessary articles from deactivated knowledge bases. If a deactivated knowledge base is reactivated, it will trigger a sync update notification to include it on the next sync.
Increased article size limit for knowledge bases
The article size limit in knowledge bases has been increased from 100 KB to 150 KB. This enhancement gives admins more flexibility when authoring detailed troubleshooting guides, product manuals, and other long-form content.
Enhanced answer preview with tag and category filtering
Admins have the ability to choose specific tags and categories to narrow down the answers provided by the system, replicating bot behavior. These selected filters remain active while browsing through knowledge bases. Additionally, a search feature is available for effortless exploration of available tags and categories. This enhancement provides admins more control over answer filtering during testing to align with bot capabilities.
Enhancements to custom answer coaching
Admins have now more control when selecting text spans for coaching. Previously, admins could only select text at the HTML div level, which prevented span selection in some cases. The enhancement removes the limitation of only selecting divs, enabling admins to choose text spans more precisely. The increased flexibility helps admins provide better automated responses.
Enhancements to intent comparison modal
The intent comparison modal has been improved to make navigation easier with a new entry next to the Train/Publish description. The layout has been adjusted for better readability. Clear explanations are now provided so admins can easily understand model confidence scores. In addition, an intent model analysis pop-up shows accuracy for the overall model and individual intents. These changes enable administrators to monitor and optimize intent models more effectively.
Enhancements to intent discovery feature
The intent discovery interface has been enhanced to improve usability and help admins easily uncover and address knowledge gaps. The discovery graph visualization has been enhanced with clearer intent grouping, sizing, and positioning. The query list has also been refined to better pair with the discovery graph. Together these improvements aim to simplify the process of identifying novel intents from unmatched queries. The updated interface provides admins with more visually intuitive suggested intents and insights to help close support coverage gaps.
Enhancements to form management for ManageEngine
Admins can now create and assign specific forms to different scenarios, so the right form is used for the right context. Previously, the form management system in ManageEngine was limited to a single default form, which restricted its applicability for diverse scenarios. In addition, pre-filling of ticket forms has been enabled using the information collected through global and local variables such as name, email, order ID, issue type, and more in bot flows. This eliminates the need for manual data entry, helping expedite the ticket submission process.

Resolved issues

Minor bug fixes

January 14, 2024

New and enhanced features

Improvements to the Route To Widget to address failure scenarios
The Route To widget in Zoom Virtual Agent has undergone enhancements to better handle failure situations. Previously, if the Route To widget encountered a connection problem when trying to reach the destination, the flow would stop immediately. Now, administrators can configure the widget to either redirect users to another destination or display more informative error messages.
Improvements to bot flow generation
Admins can easily edit and fine-tune prompts without the need to recreate entire flows. This feature empowers admins with the flexibility to adjust prompts for more tailored and precise GenAI interactions.
New deletion process for Zoom Virtual Agent objects
A new deletion framework across ZVA has been put in place to prevent admins from deleting a bot. Previously users could delete a bot which is in use and has integrations with other components within the ZCC and ZVA. Admins can delete an in-use bot, and that can bring down the virtual agent for the entire contact center. With this framework, we will inform that the bot is being used or is integrated with other components and the integration needs to be removed before deleting the bot.
Enable Collect Input & Condition widgets to route back to the main flow
Admins now have the capability to use Collect Input & Condition widgets to intentionally route users back to the main flow. This enhancements enables bot builders to avoid duplications, reduce the number of widgets and build manageable bot flows.

Resolved issues

Minor bug fixes

December 17, 2023

New and enhanced features

Web sync article preview
The new article preview feature during web sync has been implemented to allow admins to verify if their settings and selectors are working as expected, saving time and minimizing errors during the implementation process.
Ability to upload individual URLs
Zoom Virtual Agent admins can type in individual URLs directly, eliminating the need for a CSV upload. Additionally, admins can skip and go straight to a URL upload knowledge base type, making the experience for customers smoother with a small number of web pages hosting knowledge base information.
Enhancements to Zoom Virtual Agent chatbot escalation
Zoom Virtual Agent admins have the flexibility to set the number of knowledge base articles presented to the user before routing them to an agent or support channel. This enhancement aims to tailor the chatbot behavior, providing more control over the user experience and ensuring efficient issue resolution.

Resolved issues

Minor bug fixes

November 19, 2023

New and enhanced features

Event based support
A new support channel type has been created, emitting events that brands can listen to, allowing them to continue the support escalation process with their preferred CRM and UI. This feature caters to new front-end chat integrations and addresses the needs of brands that prefer not to utilize embedded-agent-chat capabilities.
Improvements to Route To widget
The Route To widget has been improved to help streamline consumer navigation. Previously, users were required to click a button for redirection to a support channel, potentially introducing complexity, especially when only one option was available. To resolve this, when a single route exit is configured, the button is now optional, and the system automatically initiates the redirection to the support channel without the need for user interaction.
Engagement form field enhancements
Consumers will no longer experience form field descriptions being truncated or cut off when admins use the WebSDK for engagement forms. Account owners and admins can now create longer, more descriptive form field help text without worrying about descriptions getting cut off or truncated unexpectedly. This provides a better form filling experience for consumers.

Resolved issues

Minor bug fixes

Note: The Third-party interface using Sunshine and Zoom Virtual Agent integration with Zoom Contact Center Phone Channel Service features have been pulled from release due to issues with deployment and will be available in another upcoming release.

October 22, 2023

New and enhanced features

Support for widget duplication
The bot flow canvas has been improved to support widget duplication. When building complex flows, users can quickly copy existing widgets, saving time and reducing the need for additional configuration work.
Support for variable icon { }
A variable icon has been added to the prompt toolbar so that users can easily discover and utilize the variables functionality within widgets that include a prompt in bot flow such as Send Media, Collect Input, and Match Intent. This enhancement simplifies the process of inserting variables when creating a bot flow.
Support escalation control
When a support escalation experience is triggered, businesses have the flexibility to either utilize their existing support channels or implement a bot flow. This control enables businesses to tailor the support experience precisely to their needs, enhancing user interactions and support efficiency.
Streamlined form integration for ZECO
ZECO enables the retrieval of CRM-created forms directly in the form builder UI. Admins can effortlessly assign distinct forms based on various user cases. This ensures that users receive relevant forms, minimizing confusion while preserving transparency for agents. This is only applicable for Salesforce and read-only for Zendesk.
Enhancements to script widget
The script widget has been improved to align with Zoom Contact Center, incorporating dedicated exits for both success and failure. This improvement ensures consistent and straightforward script execution tracking.
Auto-coaching for knowledge bases
The enhancement of onboarding and managing knowledge bases has been improved through the utilization of GenAI. Within the knowledge base settings, users have the option to enable GenAI to generate queries based on their knowledge base content. This functionality allows them to efficiently train the information retrieval (IR) system to align with their specific company content.
Pre-filling of Salesforce and customer ticket forms
Prior to connecting the end-user to a chat agent for support, the agent requires supplementary user information that would be helpful for the chat, such as the user's name, email, type of issue, product category, and zipcode. The prechat form enables brands to present these questions and gather user information before initiating the chat with the agent.

Resolved issues

Minor bug fixes
Resolved an issue where deleted intents are not being properly removed from the bot flows they were initially linked to, resulting in problems with saving and causing confusion.
Resolved an issue where Zoom Contact Center to Zoom Virtual Agent chat routing failed when typing Agent into the chat widget.
Resolved an issue where the intent did not appear as expected in the bot flows editor.
Resolved an issue where customers, upon receiving a knowledge base recommendation from Zoom Virtual Agent, saw a snippet while reports and Zendesk chat transcripts displayed the entire article, rendering it unreadable.
Resolved an issue where customers frequently received a "Your bot flows and widgets have been copied and saved, but we couldn't reach the machine translation service" error when saving a sub flow to Draft in a multi-language bot.

Note: The Enhancements to explore feature has been pulled from release due to issues with deployment and will be available in another upcoming release.

September 17, 2023

New and enhanced features

Simplified ticket form creation
A user-friendly UI has been developed to allow admins to easily create and manage form definitions without any coding knowledge or engineering support. Zendesk serves as the platform for previewing a set of forms, while Salesforce provides comprehensive support for form building.
Improvements to error handling for knowledge base sync
The improved error handling for knowledge base sync calls out individual issues and errors during syncs, reducing confusion and enabling users to promptly address specific problems.
Enabling pre-filling of Zendesk ticket forms
Pre-filling of ticket forms has been enabled using the information collected through global and local variables in bot flows. This eliminates the need for manual data entry, expediting the ticket submission process.
Enhanced CRM support for Salesforce and Kustomer
CRM agents can access chat transcripts from interactions with the bot, providing more accurate solutions and enhancing user satisfaction. This also reduces the likelihood of multiple tickets for the same issue.
Support for new query library
A new query library has been added to offer users improved methods for viewing and managing uploaded queries, enhancing query discoverability. This feature enables users to find and manage queries more easily, and quickly view and understand query statuses.
Improvements to bot flow navigation
The bot flow builder has been improved to provide a smoother and more effective flow-building experience. Enhancements include relocating the navigation bar for enhanced visibility, extending the zoom range for easy viewing of the entire flow, introducing new keyboard shortcuts for swift zooming, and enabling navigation using trackpad gestures and mouse actions to ensure smooth movement and zooming.

Resolved issues

Minor bug fixes
Resolved an issue where changes weren't immediately published when coaching or adding new phrases to an intent. Additionally, when the domain was trained and published, the intent status didn't update to Published but remained as Draft.
Resolved an issue where the form would not submit if the email field did not adhere to the correct email format, and the customer attempted to submit it.
Resolved an issue where a "Timeout of 50000ms exceeded" error message displayed when attempting to publish the Zoom Virtual Agent bot.
Resolved an issue where users were unable to publish intent domain.
Resolved an issue where certain intents migrated from Solvvy did not appear on the intent list but appeared on the workflows.
Resolved an issue where the Condition widget value was too restrictive for URL field types.

August 20, 2023

New and enhanced features

Simplified Zendesk and Salesforce form creation
Zoom Virtual Agent admins can design and manage Salesforce forms and preview Zendesk forms without any technical expertise required. This will also be the platform for other major form-related features in the upcoming releases.
Support escalation experience controls
The bot support system has been enhanced to allow businesses to build settings within the bot, enabling them to easily turn on or off the support channel's active and passive triggers. When an end-user requests support or fails to find a satisfactory answer through the knowledge base or predefined intents, the bot will automatically present available support channels. The logic behind this automated offering is efficiently managed by the bot, ensuring that users receive appropriate assistance without delay.
New Groups section in Knowledge Management
The new Groups section in the Knowledge Management has been added so that users can effortlessly add or remove knowledge bases from groups, ensuring a more organized and efficient knowledge management process.
Improvements to article tagging
Significant improvements have been made to the article tagging in Zoom Virtual Agent. Users can easily manage and leverage article tags, whether carried over from Solvvy or newly added Zoom tags within the Zoom Virtual Agent system.
Flexible model selection for enhanced responses
Flexible model selection allows users to choose the model they want to use for answering content from the selected knowledge base. Users can choose between the Extractive (Internal) model, which extracts information directly from the article, or the Generative (Anthropic) model, which uses Generative AI to generate responses. With this feature, users can confidently tailor their responses to meet the requirements of sensitive topics or situations where precise verbiage is crucial.
Enhancements to Condition widget
The Zoom Virtual Agent Condition widget has been enhanced to optimize comparison logic and flow building. These improvements include supporting multi-comparisons and enabling multiple value checks within a single step. Additionally, the operators offered are now context-specific, based on the variable type, ensuring relevance and efficiency (for example, equal to, contains, etc.). These updates aim to provide users with a more versatile and streamlined experience when working with comparison operations in their virtual agent flows.
Enhancement to coaching dashboard
A progress bar to the coaching dashboard has been implemented so that users can set their coaching goals for the week and track the progress of how many queries were coached for their account.
Support for CRM tags in chat
Admins can categorize and manage customer chats effortlessly through CRM tagging. CRM tags are labels or keywords that provide valuable context to customer interactions. This allows admins to categorize and organize chats, making it easier to identify the issue type and provide specialized assistance.

Resolved issues

Minor bug fixes

Note: The Amazon Connect integration feature has been pulled from release due to issues with deployment and will be available in another upcoming release.

July 16, 2023

New and enhanced features

Source content highlighting
A new highlighting feature for source content within answers has been implemented. When users click on a knowledge base link, the specific section of text that was extracted is automatically highlighted. This helps users in easily identifying and locating their context within the larger article.
Filter knowledge base results returned by segment
Bot Flows can restrict the knowledge base content returned to the user at a specific step in the conversation. This restriction is achieved by using variable parameters and the knowledge base category or tags in the bot. When the variable parameter is matched, the answer returned to the user’s query is filtered based on the specified category/tag, ensuring that the user receives targeted and contextually appropriate content.
Enhancement to JS web sync tool
The JS web sync tool has been enhanced to enable the creation of articles from each FAQ question, solving both the size limitation and analytics challenges faced by organizations. With the enhanced JS web sync, each FAQ question is now treated as an individual article, ensuring that article sizes do not exceed the limitations. Previously, saving FAQ pages as a single article resulted in excessive file sizes, making it impossible to save certain pages due to the maximum limit of 100kb. In addition, organizations can now gain insights into the effectiveness of individual FAQ items in assisting customers by creating separate articles for each FAQ item.
Confluence Integration with Knowledge Management
Knowledge Management now offers new options to connect with Confluence, enabling Zoom Virtual Agent to provide answers from their Confluence pages. Users can customize the synced content similar to other API connected knowledge sources.
Article reference in coaching page
Admins have the ability to directly access articles from the coaching page, allowing them to review the full context effortlessly. A new View Article link has been added, which appears when a URL is available for an article.
Zoom Virtual Agent bot and bot flows localization for all supported languages
The Zoom Virtual Agent bot and bot flows have been localized when you have your language set to any of the currently supported languages.

Resolved issues

Minor bug fixes

June 18, 2023

New and enhanced features

Zendesk chat integration
Zoom Virtual Agent offers support for Zendesk chat integration, allowing businesses to seamlessly connect their Zoom Virtual Agent bot with their Zendesk instance for a better customer support experience. With this integration, end-users can easily connect with agents via chat if needed, while still using the Zoom Virtual Agent bot for initial queries.
Web sync link discovery
Web sync capabilities have been enhanced by enabling link discovery for web page synchronization. This allows customers to bypass the requirement of a sitemap and ensures their data remains up to date with website changes. Users will be able to set a source URL and rules to help guide the system through their website to sync relevant pages.
Expanded category selection for knowledge base integrations
The category selection options for knowledge base integrations have been expanded to allow users to select subcategories within a category when onboarding or editing a knowledge base. By providing deeper customization options, users can now take advantage of their additional organization levels and have greater control over the content they retrieve.
Intercom ticket creation and response
Users can submit tickets directly through the bot when their queries or issues cannot be resolved, ensuring a streamlined and efficient support process. When CRM agents receive the ticket, they have access to the complete conversation history, empowering them with valuable context to address user queries effectively. The chat transcript serves as a reference point, enabling agents to provide more accurate and relevant solutions, reducing the likelihood of duplicating the bot's previous responses.

Resolved issues

Minor bug fixes

May 28, 2023

New and enhanced features

Support for Bot to Bot handoff feature
Zoom Virtual Agent account owners and admins can choose to send the user to a different bot entirely, and if a Bot is selected, they can choose the Main Flow or Sub Flow to begin with. This feature enables bots to recognize the user's type and direct them to the appropriate bot or bot flow.
Support for admin audit report
A new admin audit report feature has been added, allowing administrators to track changes made to their account by users. Similar to other Zoom products, the report allows administrators to track user actions, such as additions, deletions, and updates, providing better transparency and oversight.
Specific knowledge base content type
A new content type has been added in the Web SDK specifically designed for knowledge base content, making it easy to display helpful information to end-users in a more user-friendly way. With this new feature, end-users can easily identify and access helpful non-conversational content, improving the overall user experience.
Kustomer integration for knowledge management
Admins and account owners can establish a connection between Zoom Virtual Agent and Kustomer CRM, allowing them to import articles from any public or internal knowledge bases they may have in Kustomer. This integration streamlines the process of importing and managing knowledge content, ensuring that Zoom Virtual Agent has access to the necessary information to deliver effective solutions.
Enhanced visibility for connected knowledge bases
Admins and account owners can see important details for connected knowledge items, including the title, content, category, and URL. This improvement brings connected knowledge bases on par with manual knowledge base in terms of providing comprehensive visibility into the available knowledge content. It enables users to have a clear understanding of the information sourced from their connected knowledge bases, ensuring data accuracy and quality.
Improvements to manual knowledge base creation
To improve the content management experience for manual knowledge base, the ability to insert content through CSV bulk uploads has been implemented. With this new feature, users can simply upload a CSV file containing new articles or updated content, and the system will add or update the content accordingly within the manual knowledge base. This eliminates the need for one-by-one article management, providing a more streamlined and efficient approach to keeping manual knowledge base updated.
Enhanced Salesforce knowledge base customization
Admins and account owners have the ability to edit certain Salesforce field options after a Salesforce knowledge base has been created. This feature allows users to correct issues with their integration without the need to delete and recreate the knowledge base.
Improvements to web sync sitemap
The sitemap path selector has been improved to accommodate sitemaps with more than 5000 url paths. This enables websites with larger sitemaps to effectively utilize our crawler and ensure their knowledge base remains updated.
Enhancement to web sync feature
Admins can upload relevant links as an alternative to relying solely on sitemaps. This empowers customers to include specific web content that they want to sync with our system.
ServiceNow ITSM integration
Admins and account owners have the option to configure ticket types as either ITSM or CSM, catering to specific requirements. End-users can seamlessly submit ITSM tickets directly from Zoom Virtual Agent to the CRM system, simplifying the process of creating tickets for IT service-related issues. Furthermore, ITSM tickets raised through Zoom Virtual Agent are automatically categorized as ITSM and seamlessly integrated into the ServiceNow ITSM system.
Real-time live agent chat integration
Zoom Virtual Agent supports live agent chat within the user interface (UI) which allows end-users to initiate chat conversations with live support agents without leaving the UI. Through this integration, end-users can now receive instant chat messages and replies from their CRM via live support agents, facilitating quicker issue resolution.
Intercom integration
Account owners and admins can integrate Zoom Virtual Agent with Intercom to enable the users to chat with a live Intercom agent within the same UI.
Gorgias support channel integration
A new ticket creation integration channel has been added to Zoom Virtual Agent, allowing businesses to leverage the power of the Zoom Virtual Agent bot while providing end-users with the ability to create support tickets when needed. With this integration, the Zoom Virtual Agent bot can now render a ticket form, enabling users to submit their queries or issues directly as support tickets.
Enhancement to default ticket form
The default ticket form has been enhanced to capture user information and seamlessly pass it to the CRM. With the addition of Name and Email fields, users can provide their personal details directly in the ticket form, enabling more efficient ticket creation. Furthermore, if user data has already been obtained from the welcome screen, the Name and Email fields will be automatically populated, saving time and ensuring accurate user information.
Enhanced CRM support with chat transcript integration
Zoom Virtual Agent sends the transcript of the chat between the user and the bot as an internal note with the ticket to the CRM. This enables agents to have better context of the user's interaction with the bot and provide more personalized and effective solutions. The Web SDK has been updated to include this new feature.

Resolved issues

Minor bug fixes

April 16, 2023

New and enhanced features

Salesforce integration with Knowledge Management
A new option within Knowledge Management has been added to connect to Salesforce and customize the content we pull in. With this new integration, users can connect to the Knowledge Items within Salesforce and use them for Q&A, similar to other CRM connections.
Global variable performance tracking
Zoom Virtual Agent account owners and admins can track the performance of their chatbot solution on a per-global variable basis, exploring in a more targeted way how their Bot Flows and Knowledge Base solutions are performing in terms of resolving customers' issues.
Dedicated page for general bot responses
A new page has been added to allow Zoom Virtual Agent account owners and admins to easily manage responses to simple requests, centralize text for escalations to another support channel, and have insights into where the text they're controlling will be used. With this feature, bot admins will have an easy-to-use page for setting up all centralized text to be used throughout the bot, and can see the default/small talk intents and override the default intents.
Bot creation improvements
Zoom Virtual Agent account owners and admins are able to view the intents associated with their bot flows in a list view, without having to click into the canvas. Additionally, we have updated the subflow creation process so that intents are selected at the same time as the subflow is created, making it easier to manage intent-subflow connections. These changes will help bot builders more easily track which intents are being used and prevent issues caused by intent-subflow versioning.
Support for ticket creation integration channel
Zoom Virtual Agent supports ticket creation integration channel, allowing businesses to seamlessly create tickets for customers who require additional support beyond what the bot can provide.
AI-generated training phrases
Zoom Virtual Agent account owners and admins can use a new tool to create intents with relevant training phrases efficiently and accurately. With this new tool, admins can define the number of generated training phrases, which will be based on the intent name and description to ensure accuracy. The generated training phrases can then be easily deleted if necessary. This tool aims to improve intent and model performance while saving time for admins.

Resolved issues

Minor bug fixes

March 19, 2023

Changes to existing features

Train domain with single intent
Account owners and admins can now create and train domains that have a single intent. Previously, at least 2 intents are required in the domain to train and publish it.
Support for Knowledge Base Group
Zoom Virtual Agent account owners and admins can now choose between a single knowledge base source, which is already available, and Knowledge Base Group. The Knowledge Base Group option allows businesses to select specific groups of knowledge base articles that they want their bot to use. With this new feature, businesses can create a personalized bot that returns only relevant content, making it easier for users to find the information they need quickly. In addition, businesses can exclude specific content that they do not want to be shown, such as temporary articles or articles that should not be discoverable.

New and enhanced features

Intent Manager setup guide
Intent Manager setup guide is available on the Intent Manager page to help new users understand and build domains and intents. The setup guide explains the definition of domain and intent, their roles in Virtual Agent, and how they work. Users have the option to show or skip the setup guide.
Pre-built intents by industry or department
Account owners and admins can view and search for pre-built intents related to their business. This makes intents readily available to new users and makes constructing and training models less intimidating.
ServiceNow chat integration
Account owners and admins can integrate Zoom Virtual Agent with ServiceNow to enable the chatbot to connect users to a live ServiceNow agent.
Salesforce chat integration
Account owners and admins can integrate Zoom Virtual Agent with Salesforce to enable the chatbot to connect them to a live Salesforce agent.
Salesforce ticket submission
Account owners and admins can raise and submit a ticket to the CRM from the Zoom Virtual Agent chatbot.
Improvements on CollectInput widget
CollectInput widget has been improved so that admins can easily set up their Quick Reply buttons. Improvements include a new UI for switching between Text Input and Quick Replies, enabling Zoom Virtual Agent account owners and admins to choose whether button selection is required or if text searches will also return results, and adding description in the CollectInput setup panel.
Send customers to a specific support channel
Zoom Virtual Agent account owners and admins are now able to set up an exit point for their bot flow through a specific channel or set of channels. This allows businesses to design flows that intentionally escalate to another channel to better fit their business processes.
Data retention setting sync
Integration between Zoom Virtual Agent and Zoom Contact Center has been enhanced so that if a user changes the data retention setting for messages in Zoom Virtual Agent, it is also changed in Zoom Contact Center. This change is indicated in the tooltip and header description to reflect its shared status. Clients who have Zoom Contact Center and Zoom Virtual Agent together and have different settings in each product will have their Zoom Contact Center setting migrated to their setting in Zoom Virtual Agent.
Solvyy clients configuration/data migration
Solvvy clients who are migrating to Zoom Virtual Agent can now migrate their intent assets, including intent name, description, training phrases, and regex and text-based rules per account. This allows for a seamless transition and eliminates the need to recreate intent assets.
New web crawler for knowledge base
Customers who have existing knowledge base content on their website can now easily keep their chatbot's answers up-to-date using a new web sync feature. This feature uses a customer's existing sitemap and allows users to select a target domain, pull in content, and customize the crawler to select only meaningful parts of their knowledge base. This website content can be trained just like API and manual content to improve the answers provided to end users.
WYSIWYG editor for manual knowledge base
A text editor has been added to the manual knowledge base, which enables users to add styling to knowledge base items without requiring knowledge of HTML. This allows users to view the outcome of their work as they create it, improving productivity and the user experience. Additionally, the styling on the Content field will be displayed, providing users with an easier way to see the outcome without relying on HTML tags.
Auto-creation of entry IDs
Bot flow builder feature now includes auto-creation of entry IDs in the Main Flow to reduce the number of steps to launch your Bot. This feature simplifies the process of adding widgets and makes it easier for new admins to get started quickly.

Resolved issues

Minor bug fixes

February 26, 2023

New and enhanced features

Knowledge Base ServiceNow integration
When creating a knowledge base, users can download articles from ServiceNow and use them in their knowledge base. Account owners and admins can see customization options specific to ServiceNow when onboarding a ServiceNow knowledge base and choose which categories to be used by Zoom Virtual Agent. After creating a knowledge base, users can update these customizations and exclude specific articles from their chatbot.
Individual query coaching
A new search bar has been added to the coaching dashboard, allowing users to search all queries to see if they are user-submitted or synthetic queries. This allows users to click on searched queries for coaching.
Improvements to Coaching feature
The Coaching feature on the Knowledge Management tab has been enhanced to make it easier for users to open the coach dashboard, filter searches, and examine data. Improvements include launching coaching more prominently within the knowledge base section, customizing the knowledge base targeted, and providing more information regarding the queries being coached and their relevance to the currently selected knowledge base.
Remove tables from crawled content
Table tags are added to exclude tables when syncing knowledge base. Tables are removed from crawled content because they do not display correctly in chat windows.
Replace instances of crawl with sync
Every mention of crawl on the Knowledge Management page will now be referred to as sync.

Resolved issues

Minor bug fixes

January 18, 2023

General availability for Zoom Virtual Agent
Zoom Virtual Agent is a Conversational AI and Chatbot Solution that works around-the-clock on multiple customer support channels to deliver fast, personalized customer resolutions, reduce call volumes to human agents, generate actionable analytics, and drive significant operational efficiencies. To learn more about Zoom Virtual Agent, visit the Zoom Virtual Agent product page and support page.