Update for Zoom Virtual Agent

New or enhanced feature

Admin features

Standardized escalation by design framework for analytics

• Zoom Virtual Agent analytics provides clear success metrics, giving teams confidence in containment, escalation, and resolution reporting. With a standardized framework across both chat and voice, and the ability to identify design-driven transfers, it removes ambiguity from metrics for these interactions. This allows customers to evaluate Zoom Virtual Agent effectiveness and make consistent, data-driven decisions based on their analytics.

Optional call recording for voice interactions

• Admins can enable optional call recording for Zoom Virtual Agent voice interactions from Zoom Phone to capture conversations between voice agents and users. The feature includes configurable recording disclaimers, storage location settings, and retention controls within preferences. Admins can access completed recordings and transcripts through analytics, with options to download both assets for further analysis. In addition, redaction controls are available for transcript privacy management. This feature must be enabled by Zoom.

Extended maximum engagement duration for inactive conversations

• Admins can set Auto-close inactive engagements within flows to a maximum of 24 hours, up from the previous 12-hour limit. The admin interface has also been updated to display engagement duration in a clear hours and minutes format, replacing the earlier minutes-only values (for example, 720 or 1440 minutes). This update aligns Zoom Contact Center (ZCC) engagement duration limits with Zoom Virtual Agent (ZVA) and helps reduce configuration errors by removing the need for manual minute calculations.

Data dictionary for Zoom Virtual Agent analytics

• Zoom Virtual Agent analytics introduces an integrated Data Dictionary that makes AI metric definitions transparent and easy to find. Admins can browse datasets and reports to understand metric definitions, calculations, filters, and interpretation guidance, and export these definitions for sharing and compliance, building trust in KPIs and accelerating adoption.

Call summary and variable integration with Zoom Phone

• Zoom Virtual Agent (ZVA) admins can define which variables are shown in the Zoom Phone tab during call transfers so Zoom Phone users can see the most relevant information. Zoom Phone users receive ZVA-generated call summaries and key variables before answering a call, during the conversation, and after the call ends. This integration resolves the previous lack of caller context for Zoom Phone users, improving call handling efficiency, preparation, and follow-up continuity.

Integration with WhatsApp and Facebook Messenger messaging channels

• Chat agents can now be deployed on WhatsApp and Facebook Messenger in Zoom Contact Center, extending beyond the previous classic chatbot-only limitation. This enhancement enables organizations to provide a consistent, AI-powered support experience on customers' preferred messaging platforms, with more channels planned for future releases.

Additional languages support for voice and chat agents

• Account owners and admins can configure voice and chat agents to support additional languages including Chinese Traditional, Cantonese, Russian, and Malay language. The system displays the available voice actors specific to the selected language and support localized text-to-speech capabilities for numbers, dates, currency, phone numbers, and other formatted content. This expansion enables brands to provide more natural, localized customer experiences across multiple regions. This feature must be enabled by Zoom.