Update for Zoom Contact Center

New or enhanced feature

Admin features

New ringing event and agent metadata for engagement events

• Account owners and admins can trigger scripts using a new ringing event that activates when an agent enters the ringing state for any engagement across voice, video, messaging, and email channels. The ringing event provides access to agent name and email variables for script automation. Additionally, existing engagement events including engagement started, engagement accepted, and engagement closed are enhanced with the same agent metadata. Admins can use this information to create scripts that send enriched data payloads to external systems through REST APIs. This enhancement enables real-time CRM updates and automated workflow triggers based on agent-specific engagement lifecycle events. This feature must be enabled by Zoom.

Email channel configuration for CTI connector

• Admins can configure email channel settings within the CTI connector for Salesforce. The configuration includes caller search parameters, context search attributes, no-match scenario handling, and screen pop settings that determine when customer information displays during email interactions. Admins can also enable engagement logging to automatically save email interaction details such as direction, participant information, timestamps, and file transfers directly into the CRM system. This feature enables contact center agents to seamlessly manage email interactions with customers through their integrated CRM interface. This feature must be enabled by Zoom.

Campaign-level opt-out for SMS campaigns

• Admins can prevent all numbers within an SMS campaign from sending messages to consumers who have opted out from any single number in that campaign. The feature adds a new configuration option at the campaign level where admins can choose between applying opt-outs only to the phone number that received the STOP message or to all numbers associated with the campaign. When campaign-level opt-out occurs, all active engagements with that consumer are automatically closed. This capability addresses compliance requirements for highly regulated industries like financial services.

Agent and consumer features

General availability for group SMS messaging

• Agents can include multiple participants in SMS engagements, supporting up to three additional phone numbers beyond the primary consumer. Both internal employees and external users can be added to outbound group conversations. Inbound group SMS messages are also supported when consumers send messages to multiple recipients. This enhancement supports collaborative customer service scenarios where multiple team members or consumer participants need to be part of the same conversation. Previously, admins had to submit a request to Zoom to have this feature enabled. In addition, admins can directly enable or disable group SMS for agents through a new toggle in Contact Center Preferences under Messaging Engagements. When enabled, agents can add multiple participants to SMS conversations with support for up to 8 additional participants, and when disabled, agents cannot access group SMS capabilities, giving admins greater control while expanding collaboration options for customer service teams.

Email channel support in CTI connector

• Agents can send and receive emails directly within the Zoom Contact Center CTI connector interface. The feature supports standard email capabilities, including viewing formatted content, sending attachments (such as images, audio, video, and PDF files), and using saved replies to respond more efficiently. It also supports email thread management with options to reply, forward, or transfer messages to other agents or queues. Agents can mark emails as awaiting reply and receive notifications if an email fails to send. This enhancement enables businesses to deliver comprehensive email-based customer support. This feature must be enabled by Zoom.

Agent transfer queue visibility

• Agents transferring engagements to queues can view detailed agent availability information instead of only seeing total agent counts. The transfer interface displays how many agents are available to handle the specific channel type and how many are unavailable. The availability data reflects the current status when the queue is selected. This visibility enables agents to select appropriate queues prior to transfers.

Agent presence sync for Zendesk CTI connector

• Agents can keep their presence status synchronized between Zoom Contact Center (ZCC) and Zendesk CTI connector through real-time, bi-directional updates. When an agent's status changes in either platform, the corresponding status is automatically updated in the other system. Admins can configure presence synchronization settings in the Zoom admin web portal and select either unidirectional or bi-directional syncing. They can also define custom presence mappings, such as mapping the ZCC status Occupied to the Zendesk status Busy. Both standard and custom agent statuses are supported, including sub-status mappings for Not Ready states.