Update for Zoom Virtual Agent

New or enhanced feature

Admin features

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.

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.

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.

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.

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.

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.

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.