Changing Zoom Contact Center inbox settings

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After creating an inbox, admins can change inbox settings like granting users access to the inbox or auto deleting inbox messages after a specified number of days.

This article covers:

Prerequisites for changing inbox settings

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

How to access inbox settings

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Inbox.
  3. Click the display name of the inbox to edit.

Inbox settings

Settings section

  • Display name: Click the pencil icon to change the display name that helps identify the inbox.
  • Inbox type: Displays the inbox type.
  • Access: If applicable, indicates the number of queues or queue members that have access to the inbox. Click Add or View or Edit to add or edit the queues or queue members with access. Users with access can play, download, or delete messages in the voicemail or videomail inbox.
  • Delete voicemail after a specified number of days: Specify the number of days. Inbox messages older than the specified number of days will be permanently deleted.
  • Soft Delete: Change the soft detention period for inbox messages

Storage section

Policy section

  • Voicemail Transcription: If if Zoom was able to transcribe the voicemail message, allow users to access transcriptions of voicemails from the Zoom client, the Zoom web portal, and email notifications. 
  • Voicemail Notification By Email: Change email notification settings for voicemails.

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