Getting started with Zoom Virtual Agent
Zoom Virtual Agent (ZVA) is a powerful conversational AI and chatbot platform that works around the clock on multiple customer support channels. Whether customers are interacting through your website, mobile app, or phone system, ZVA delivers fast, personalized, and natural experiences, reducing the workload on human agents and driving operational efficiency.
With ZVA, businesses can easily create both Voice Agent for Contact Center voice channels and Classic Chatbot or Chat Agent for web or in-app support—all within Zoom’s unified AI Studio. The platform is built to scale with your needs, offering intuitive tools to define each agent’s tone, behavior, and actions, while integrating with your existing knowledge bases and CRMs.
Zoom Virtual Agent is available as a standalone offering and as an add-on to Zoom Contact Center.
Requirements for using Zoom Virtual Agent
- Account owner or admin privileges; or relevant role/privilege
- Basic, Pro, Business, Education, or Enterprise account
- Zoom Virtual Agent license
How does Zoom Virtual Agent work
Zoom Virtual Agent provides a fast, intuitive way to build and manage virtual agents, whether they’re voice-based or chat-based.
- Configure with ease: Define tone, personality, name, and behavior to match your brand.
- Use natural language: Setup instructions and actions using plain terms.
- Integrate effortlessly: Connect to CRMs, knowledge bases, and systems.
Types of Virtual Agents
Zoom Virtual Agent supports three types of agents.
Voice agent
Voice agents are designed for Zoom Contact Center voice channels. They’re ideal for phone-based service and interactive voice response (IVR) use cases.
- Provide natural, human-like voice interactions.
- Configure using natural language—no telephony scripting required.
- Publish and manage easily from the Voice Agent tab in AI Studio.
- Perfect for handling calls, routing, and resolving issues in real time.
Chat agent
Chat agents are built for Zoom Contact Center digital channels, delivering intelligent, adaptive conversations.
- Powered by LLM-first, agentic AI for advanced conversational fluency.
- Go beyond rules for adaptive, human-like interactions.
- Detect and prioritize multiple intents, handling off-topic questions smoothly.
- Engage in small talk, transitioning naturally to assistance.
- Support instruction-based skill for conversational flexibility and curated flow skill for maximum consistency.
Classic chatbot
Classic chatbots are used on websites and mobile apps where scripted flows are needed.
- Built with widgets for full control over logic and flow.
- Ideal for defined customer journeys or sensitive workflows.
- Great for data collection, authentication, or compliance-based support.
Comparison guide for voice agent, chat agent, and classic chatbot
| Feature | Classic Chatbot | Voice Agent
(Agentic) | Chat Agent
(Agentic) |
|---|
| Builder | AI Intents + Bot flow builder | AI Studio with natural language prompts | AI Studio with natural language prompts |
| Knowledge base integration | ✔️ | ✔️ | ✔️ |
| Campaign setup in ZCC | ✔️ | ✔️ | ✔️ |
| Custom APIs | ✔️ | ✔️ | ✔️ |
| Escalation to a live agent w/ conversation summary | ✔️ | ✔️
(to live voice agents in ZCC) | ✔️ |
| Carousels, Predefined menus | ✔️ | NA | ✔️ |
| Support forms | ✔️ | NA | ✔️ |
| Survey links | ✔️ | NA | ✔️ |
| Advanced reasoning | Pre-defined by Intents and Flows | ✔️
LLM | ✔️
LLM |
| ACTION: Escalation to 3P systems | ✔️ | Only to ZCC voice agents | ✔️ |
| Contextual Memory | | ✔️ | ✔️ |
How to add or update other users to administer Zoom Virtual Agent
Enable other users to help administer the Zoom Virtual Agent.
How to create a voice agent or chat agent
- Create a voice agent or chat agent.
- Connect a knowledge base.
- Add tools.
- Test the voice agent or chat agent.
- Use analytics and reports.
How to launch a voice agent or chat agent
- Create your voice agent or chat agent in AI Studio.
- Test the voice agent or chat agent to ensure it performs as expected.
- Scroll to the Channels section of the agent overview page.
- Click Add agent to channel, then select Add to Contact Center.
You’ll be redirected to Zoom Contact Center flows. - Configure the flow:
- For voice agent:
- Create a new voice flow.
- Add a Bot widget and configure routing to the appropriate agent queue.
- Publish the flow and assign a phone number to the Start widget.
- For chat agent:
- Through Zoom Contact Center campaign:
- Through Zoom Virtual Agent campaign:
How to create a classic chatbot
- Add intents to better understand the customer's query.
- Create an intent group to improve the accuracy of intents.
- Create a knowledge base manually, through a CRM API, or by crawling a site.
- Create a chatbot.
- Create a bot flow using the bot flow editor.
- Test your chatbot.
How to deploy a classic chatbot
Add a campaign to help you manage access and customize the design of your bot.
Subprocessors
Voice and chat agents use artificial intelligence models from third parties, such as OpenAI, Anthropic, and Eleven Labs for certain features.
Zoom requires its subprocessors to satisfy obligations substantially equivalent to those outlined in Zoom's Data Processing Agreement. Zoom's subprocessors are subject to security assessments on at least an annual basis as part of Zoom's third-party risk management program. Zoom's third-party risk management controls are assessed by independent audit firms in many of its security certifications and attestations, which are available to customers on Zoom's Trust Center.
These subprocessors may retain content used to provide the service for trust and safety purposes within the U.S. or EEA, as applicable, for up to 30 days, unless a longer retention period is required by applicable law.