Changing Waiting Room settings for Zoom Contact Center

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After creating a Waiting Room, admins can change its settings. Waiting Rooms provide inbound video engagements with a media-rich waiting experience while waiting for an agent. For example, you can display your company’s logo and specify a description so that consumers are aware that an agent will be connected shortly.

You can also display the estimated wait time to consumers in the Waiting Room by enabling estimated wait time in the Route To Widget

This article covers:

Prerequisites for changing Waiting Room settings

  • Account owner or admin privileges
  • Pro, Business, or Education account
  • Zoom Contact Center license

How to access Waiting Room settings

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Waiting Room.
  3. In the last column, click the ellipses icon , then click one of these options:

Waiting Room settings

  • Display name: Click Rename to change the display name that helps identify the Waiting Room, and the internal description for the Waiting Room.
  • Play notification when agent is ready: Display a notification to the visitor when an agent is ready to start the call. The visitor can join the video engagement when they’re ready.
    • Audio for Notification: Customize the notification sound. Click Edit then click one of these options:
      • Add Audio: Add a new audio file to use as the notification sound. Click Upload, select your audio file, then click Add. The file will also be added to your asset library.
      • Assets Library: Select an existing audio file in your asset library, then click Confirm.
      • Reset to Default Media: Revert to the default notification sound.
    • Notification time limit: Select the amount of time to display the notification. Once the time limit is exceeded, the video engagement expires.
  • Customize waiting room: Click Customize to customize the Waiting Room experience to keep customers entertained while waiting to meet with an agent. This will be applied to all flows assigned to this Waiting Room.
  • Delete: Delete the Waiting Room and force all flows assigned to this waiting room to the default waiting room view.

Waiting Room customization settings

Note: Click the desktop/mobile toggle above the Waiting Room preview to change customization settings for consumers using desktop or mobile devices. You must change settings for each view separately.

  • Title: Enter a title or meeting topic to display to the customer.
  • Participants in waiting room will see: Select what to display to customers.
    • The default screen: Only display a title or meeting topic.
    • A logo and description: Display a title, logo, and description.
      • Logo: Upload a logo to display to display to consumers. Click one of these options:
        • Upload Logo: Upload an image. The image will not be added to the asset library.
        • Choose from Asset Library: Select an existing image from the asset library.
        • Remove Logo (only available if there's already a logo added): Remove the Waiting Room logo. If the logo is from the asset library, this will not remove it from the asset library.
      • Description: Enter a description to display to the consumers.
    • A slide: Display slides (PDF file). If your PDF has several pages, consumers can click forward icon or back icon to switch pages. Click Edit then select one of these options:
      • Upload Slide: Upload a slide (PDF file). The file will not be added to the asset library.
      • Choose from Asset Library: Select an existing video from the asset library.
      • Remove Slide (only available if there's already a slide added): Remove the Waiting Room slide. If the file is from the asset library, this will not remove it from the asset library.
    • A video: Display a video that auto plays when customers enter the Waiting Room. Consumers will be able to view the video in full screen or view it as a floating thumbnail above the website. Click Edit then select one of these options:
      • Upload Video: Upload a video. The video will not be added to the asset library.
      • Choose from Asset Library: Select an existing video from the asset library.
      • Remove Video (only available if there's already a video added): Remove the Waiting Room video. If the video is from the asset library, this will not remove it from the asset library.
  • Audio: Click the toggle to enable or disable audio in the Waiting Room. The audio will be muted by default for consumers in the Waiting Room. Consumers can click the audio icon to unmute/mute audio. If enabling, click Edit then select one of these options:
    • Upload Audio: Upload audio. The audio file will not be added to the asset library.
    • Choose from Asset Library: Select an existing audio file from the asset library.
    • Remove Audio (only available if there's already audio added): Remove the Waiting Room video. If the audio file is from the asset library, this will not remove it from the asset library.

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