Update for Zoom Contact Center

New or enhanced feature

Admin features

Variable-based queue specification for Route to agent widget in flow

• This feature supports variable-driven queue selection in Route_To widget for agent routing. Admins can dynamically resolve the target queue at runtime using variables, instead of hardcoded queue selection. For route to agent, selected queue's configuration is automatically applied, and the resolved queue is logged for visibility and reporting.

Telegram integration with Zoom Contact Center

• Admins can integrate Telegram direct messages as a new messaging channel into Zoom Contact Center (ZCC), allowing brands to engage with consumers who reach out through Telegram. Admins can connect Telegram accounts to the ZCC platform, create Telegram flows, and configure messaging queues with Telegram as a source. Agents and supervisors can send and receive Telegram direct messages within the ZCC, including the ability to transfer engagements, send images from the asset library, and view incoming media from consumers. Supervisors can monitor and barge into Telegram engagements to provide guidance or assistance. This feature enables brands to expand their customer engagement capabilities across an additional popular messaging platform.

LINE integration with Zoom Contact Center

• Admins can integrate LINE as a new messaging channel into Zoom Contact Center (ZCC), allowing brands to engage with consumers through LINE messages. Account owners and admins can complete basic setup and onboarding for LINE numbers, create LINE flows, and configure messaging queues with LINE channel support. Agents and supervisors can send and receive LINE messages within ZCC, including the ability to share images, transfer engagements, and access conversation history with timestamps. Supervisors can monitor and barge into LINE engagements to assist agents when needed. This integration enables brands to connect with consumers in Japan and Singapore where LINE is a primary communication platform.

Granular permissions for user management

• Account owners and admins can control which parts of the User Settings page other administrators can view or edit. Using new toggle controls, permissions can be set for six sections such as General , Queues , Skills , Intents , Channel Settings , and Policy . These permissions automatically apply to user templates, providing consistent access across all user management tasks. Admins with limited permissions will only see and manage the sections they're authorized to access when working with user profiles or templates. This update helps large organizations delegate user management safely while maintaining clear access boundaries. This feature must be enabled by Zoom.

Flow import options

• Account owners and admins can select how flow JSON files are imported, either as a brand new flow or as a new draft version of an existing flow. When importing as a draft, admins can select the target flow from a dropdown list organized by flow name and channel type. If they choose to import as a new flow, or if no matching flow is selected, the system automatically creates a new flow. This improvement simplifies version management and supports both manual editing workflows and automated processes. This feature must be enabled by Zoom.

Enhancements to recording logs for BYOS

• Admins using Bring Your Own Storage (BYOS) can filter recording logs by storage location to quickly identify recordings in various states, including Zoom Storage , External , External (uploading) , Dual , and Dual (uploading) . A daily email report automatically lists recordings that have remained in the External (uploading) status for more than 24 hours to help prevent data loss before recordings expire after 30 days. In addition, the CSV export now includes a Storage Location column with all relevant values, enabling offline analysis and automated monitoring. When BYOS is configured, storage-level queue settings are automatically disabled to prevent configuration conflicts. This enhancement gives enterprise customers clearer visibility into failed or stalled uploads and significantly reduces the need for manual log review.

Enhancements to data retention settings for Bring Your Own Storage

• Account owners and admins with Bring Your Own Storage (BYOS) for AWS enabled can no longer modify data retention and storage location settings at the account, queue, user, and voicemail levels. These settings are automatically disabled and display a clear message explaining that they are managed through the BYOS configuration. This prevents configuration conflicts and ensures that all storage and retention policies remain fully controlled by the customer's AWS environment.

Wrap-up after transfer for messaging and email engagements

• Agent handling in messaging and email queues has been enhanced to allow agents to wrap-up after completing a transfer. The agent's capacity can be held, ensuring wrap-up can finish before new engagements are assigned. Admins can turn on this feature by enabling the toggle under Queue > Inbound Settings and Queue > Outbound Settings. When enabled, agents complete wrap-up for transferred engagements according to the standard wrap-up auto-close duration, helping manage workload effectively and prevent overload. The toggle is disabled by default.

New variable for first consumer message storage

• The new engagement.firstConsumerMessage variable allows for the storage of the first consumer message, enabling conditional logic to be applied immediately within the flow. This enhancement addresses the previous limitation where admins couldn't access the first inbound reply, necessitating additional configuration with the Collect Input widget. The variable supports JSON data types and works across multiple messaging channels like SMS, Web Chat, and Facebook. It will only store non-PII messages, capture text from mixed content, and can record quick replies, thereby simplifying routing and improving engagement management.

Customer profiles in address book

• Zoom Contact Center enhances the address book with an Engagements panel that gives agents instant visibility into a customer’s recent interactions and sentiment, along with one-click access to detailed conversation transcripts, enabling agents to quickly gain context and provide more informed, efficient support.

Enhancements to dialer and campaign settings

• Admins can configure up to 20 progressive or preview outbound campaigns per queue, increased from the previous limit of 5. Campaign management also supports multiple do-not-call lists per campaign, including combinations of manual and third-party do-not-call sources.

Enhancements to email alias configuration and search

• Account owners and admins can configure up to 20 email aliases and reply-to addresses per connected email account in Zoom Contact Center, and use them across flow entry points and outbound queue settings to send from departmental addresses while routing replies to monitored queues. Agents see the chosen alias in the From field (with the actual account in parentheses), and aliases and reply-to addresses appear in transcripts and reports with filtering for departmental tracking. Admins can also search connections by name, email, alias, or reply-to address, and view a dedicated Reply-To Address column on the Connect Email Accounts page to quickly verify routing without opening each account, helping optimize email routing without creating separate accounts for every department or use case.

Agent and consumer features

Improved AI Expert Assist agent desktop experience

• The AI Expert Assist right panel has been updated for a smoother AI-assisted workflow, showing recommendations in a conversational, expandable format without truncation. Knowledge base answers include labeled sources and full-article view with easy copy and return options. The panel supports knowledge base, next best actions, agent guides, and info retrieval in a consistent layout, with recommendation history, clear empty states, and notifications when new AI suggestions are available.

Zoom Phone contacts in email engagement

• Agents can search and select Zoom Phone contacts when composing or forwarding emails in Zoom Contact Center. When typing in the To, CC, or Forward To fields, agents see both Contact Center Address Book contacts and Zoom Phone directory users in a unified dropdown with clear source labels. Account owners and admins can control this functionality through a toggle in Preferences > Account > General Settings under Contacts. The feature mirrors the existing voice call transfer experience, providing keyboard navigation and consistent visual patterns.

Enhancements to click-to-dial from tickets

• Agents using Zendesk CTI connector can perform click-to-dial from existing tickets without creating duplicate tickets.

Ability to edit global and consumer variables in CTI connector

• Agents using CTI connector can edit global custom and consumer system variables during active engagements and wrap-up for voice, video, and messaging interactions.