Managing support channels

Zoom Virtual Agent admins can link a chatbot to other support channels. This is useful if your bot isn’t understanding the user’s message, or if you have a business flow that requires help from a live agent or another support source.

This article covers:

• Support channel types
• How to create or add a support channel
• How to edit or remove a support channel
• How to pause a support channel

Prerequisites for managing support channels

• Account owner or admin privileges; or relevant role/privilege
• Basic, Pro, Business, Education, or Enterprise account
• Zoom Virtual Agent license

Support channel types

Zoom Virtual Agent supports the following support channels:

• Integrations Channels
  • Zendesk Sunco Chat
  • Zendesk Ticket Form
  • Service Now Ticket Forms
• Direct to Channels
  • Phone: Offer a phone number to contact your support team like 555-555-5555.
  • Email: Offer an email address to your support team like support@example.com.
  • Website: Direct the customer to your website like a community forum or refund page.
• Zoom Contact Center (ZCC)
  • Businesses with a Zoom Contact Center license can use their bot within a Zoom Contact Center Web Chat Flow. This means they can use their bot to handle initial web chats, and then if the bot doesn’t help escalate back to the Zoom Contact Center Flow.

How to create or add a support channel

Note: This is only applicable using your existing integrations or direct-to-contact options. If you use Zoom Contact Center, manage support availability directly in Flows.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management and then Virtual Agents.
3. Click the Support Channels tab.
4. In the Add Channel dialog box, specify the following:
   • Channel Source: Choose the type of source. The options are:
     • Integration
     • E-Mail
     • Phone
     • Link
   • Support Channel Name: Enter an internal display name for the support channel.
5. Specify the value of the selected channel source. For example, if you select Link, type the URL.
6. Click Add.

How to edit or remove a support channel

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management and then Virtual Agents.
3. Click the Support Channels tab.
4. To the right of the support channel you want to edit or remove, click the ellipses icon and select one of the following options:
   • Edit: Change the support channel’s settings.
   • Remove: Delete the support channel.
     Note: You will need to re-add the channel and fix your bot flows if you plan to use it again in the future.

How to pause a support channel

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management and then Virtual Agents.
3. Click the Support Channels tab.
4. If the support channel’s status is active, click the toggle next to the support channel you want to pause.
5. Click Pause Channel to confirm.
   Note: Pausing support channel means it will be temporarily unavailable as an option to your customers even if it is in your bot flow.
6. (Optional) Click the toggle again to resume.