Update for Zoom Virtual Agent

New or enhanced feature

Admin features

Voice agent silence timeout settings

• Account owners and admins can configure silence timeout values and retry attempts for Zoom voice agents. With these settings, a voice agent can wait for a defined period (between 5 and 15 seconds) before prompting a customer who has gone silent. Admins can also specify how many times the agent should attempt to re-engage the customer, using context-aware prompts based on recent conversation turns. If the maximum number of attempts is reached, the voice agent will thank the caller and end the interaction.

New call-to-action option for web chat end engagement

• Account owners and admins can customize the call-to-action (CTA) button that appears after a consumer completes a web chat. They can choose to display a Close Window or Open Link option instead of the default Start New Chat button. This guides consumers toward a better end-of-chat experience by removing unnecessary or confusing CTAs.

Customize timeout settings for scripts and APIs in Zoom Virtual Agent

• Account owners and admins can now configure timeout settings for custom scripts and APIs in Zoom Virtual Agent. Timeouts for scripts and APIs can be set between 1 and 20 seconds, with a default of 5 seconds. For OTP tools in voice interactions, the timeout can be configured between 5 and 60 seconds, with a default of 10 seconds. These enhancements provide admins with greater flexibility when implementing custom tools that require longer execution times, helping prevent premature timeouts and failed interactions.

Create and deploy voice surveys within Zoom Virtual Agent

• Account owners and admins can create and deploy voice surveys within Zoom Virtual Agent for voice engagements. Admins can define survey fields, trigger surveys through skills or agent guidance, and ensure responses are automatically submitted to the survey backend once all questions are answered by the consumer. During the process, the voice agent informs consumers when the survey is complete and submitted, without performing additional skills or knowledge base lookups while responses are being collected.

Configurable human agent request limit

• Account owners and admins can configure how many times a consumer can request a human agent during a Zoom Virtual Agent interaction. This applies to both voice and chat, allowing admins to set the number of times a caller or user can say phrases such as "agent" or "talk to someone" before being transferred. The limit can be set between 1 and 5 attempts, with a default of 1. Admins can also create custom prompts that encourage consumers to continue with the virtual agent before reaching the retry limit.

Agent guidance with variables and tools support

• Account owners and admins can utilize variables, tools, and flows within agent guidance for Zoom Virtual Agent. The new functionality allows users to invoke or create tools and variables using the slash (/) command in agent guidance to define custom behaviors. This enhancement addresses large-scale deployment challenges by enabling the use of customized scripts instead of creating numerous individual skills.

Ability to duplicate chat and voice agents

• Account owners and admins can duplicate different versions of virtual agent (Chat 1.0, Chat 2.0, and Voice agents) with a few clicks. When duplicating an agent, the system preserves key configurations including language selections, greetings, prompts, starter questions, knowledge base settings, skills, tools, and support channel selections. Admins can also convert agents between different types. For example, a Chat 1.0 agent can be duplicated as a Voice agent, or a Voice agent can be converted to Chat 2.0. This feature enables admins to quickly replicate successful agent configurations for testing or creating similar use cases without building from scratch.

Voice survey analytics

• Account owners and admins can access analytics for voice-based surveys in Zoom Virtual Agent. The analytics dashboard displays aggregate survey counts, response rates, and trend lines over time. Admins can filter results by date range and agent name, view question-wise breakdowns for standard questions. This enhancement provides visibility into voice bot effectiveness and customer satisfaction, helping teams identify areas for improvement.

Import and export skills between agents

• Account owners and admins can export skills from an existing Zoom Virtual Agent and import them into another agent. This functionality supports both chat and voice agents, preserving skill details such as name, trigger conditions, instructions, and tool usage. When importing chat agent skills to voice agents or vice versa, admins receive clear warnings since not all capabilities are supported in chat and voice. Imported skills appear in draft mode until reviewed and published. This enhancement eliminates the need to rebuild skills from scratch, saving time and improving efficiency.

Timeout settings for scripts and APIs in Zoom Virtual Agent

• Account owners and admins can now configure timeout settings for custom scripts and APIs in Zoom Virtual Agent. Timeouts for scripts and APIs can be set between 1 and 20 seconds, with a default of 5 seconds. For OTP tools in voice interactions, the timeout can be configured between 5 and 60 seconds, with a default of 10 seconds. These enhancements provide admins with greater flexibility when implementing custom tools that require longer execution times, helping prevent premature timeouts and failed interactions.