Updates for Zoom Virtual Agent

Release notes for Zoom Virtual Agent

New and enhanced features

Admin features

• Knowledge base setup enhancements
  Zoom Virtual Agent is introducing a new landing page and workflows for admins to setup new knowledge bases. After selecting Add Knowledge Base , admins will see a new landing page and a unified user experience across all knowledge base types. In addition to the simpler interface and processes, we have also included high level guidance for admins to help decide which type of knowledge base to choose at setup within the application as well as publishing developer docs and support articles to guide the process.
• Role-based permissions for Zoom Virtual Agent
  Account owners and admins can set granular permissions for different roles to access various components of Zoom Virtual Agent such as chatbots, intent management, knowledge base, and integrations. Admins can specify view-only or edit permissions for each role for secure access and adherence to the principle of least privilege. These granular permissions also extend to the Operational Portal (OP) to support engineers troubleshooting customer accounts.
• Geographic storage location for chat transcripts
  Admins can configure the geographic storage location for their chat engagement transcripts with Zoom Virtual Agent bots. This feature enables admins to meet regional data privacy regulations by allowing them to specify the region or country where their transcript data must be stored. For customers using both Zoom Virtual Agent and Zoom Contact Center, the transcript storage location can be synchronized across both products, ensuring consistent data storage compliance.
• Secure email validation with OTP
  Account owners and admins can validate the consumer's email address by sending a one-time password (OTP) to the provided email. The OTP is dynamically inserted into a fixed email template and sent to the user. Users have the option type or paste the received OTP code, and regenerate the code if needed (maximum of 3 attempts). If the authentication is successful, users can proceed to the next step. If authentication fails after the maximum number of retries, the flow exits. This feature helps ensure the email address belongs to the intended user, enhancing security and user experience. This feature must be enabled by Zoom.
• Embedded campaigns wildcard selector
  Admins can set up a web chat campaign with an embedded invitation that uses existing HTML on their website. Admins have the ability to allow for either exact value or wildcard searches. When defining the link validation, admins can choose from the left-hand selectors whether it uses Class name, HREF value, Href query or attribute query. This simplifies the process of launching the web chat or bot on multiple pages with varying URLs.

Resolved issues

• Minor bug fixes