Viewing Zoom Contact Center inbox messages

Zoom Contact Center admins, supervisors, and agents can view inbox messages using the Zoom desktop client or web portal.

Zoom Contact Center admins can manage inboxes and  grant inbox access to other contact center users so they can play, download, or delete inbox messages.

This article covers:

• How to view voicemail inboxes
  • Desktop client
  • Web portal
• Information available in the inbox list
• How to delete voicemail messages
  • Desktop client
  • Web portal
• How to recover recently-deleted inbox messages
  • Desktop client
  • Web portal

Prerequisites for viewing inbox messages

• Zoom desktop client for Windows or macOS, 5.9.3 or higher for viewing messages using the Zoom desktop client
• Pro, Business, or Education account
• Zoom Contact Center license

Note: Supervisors and agents can only view inboxes that belong to queues they're a member of.

How to view voicemail inboxes 

Desktop client

1. Sign in to the Zoom desktop client.
2. Click the Contact Center tab.
3. In the left-side navigation menu, click Inbox.
   You will see information for each message.

Web portal

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center then Inbox.
   You will see information for each message.

Information available in the inbox list

When viewing the list of inbox messages in the Zoom desktop client or web portal, you will see the following information:

• Inbound ID: The caller ID number of the caller that left the message.
• Queue: The associated queue that the caller was routed to.
• Flow: The associated flow that the caller was routed through.
• Duration: The duration of the voicemail message in minutes and seconds (mm:ss).
  • Play icon: Play the voicemail message.
• Created On: The date and timestamp that the message was left.
• Status: The current status of the voicemail message. In most cases, this will be Normal. You will see Recently Deleted if your admin enabled soft deletion and you're viewing recently deleted voicemails.
• Ellipses icon : Displays the Delete option.

How to delete voicemail messages

Note: If the Zoom Contact Center admin disabled soft delete in the inbox's settings, the message will be permanently deleted. If the admin enabled soft delete, the message will move to Recently Deleted where it can be recovered up to the number of days specified. After the specified number of days, the message will be permanently deleted.

Desktop client

1. Sign in to the Zoom desktop client.
2. Click the Contact Center tab.
3. In the left-side navigation menu, click Inbox.
4. Click the ellipses icon then click Delete to delete the voicemail.
   Note: To delete several messages at once, click the check boxes beside the status column, then click Delete at the top of the table.
5. Click Delete to confirm.

Web portal

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center.
3. Click the Inbox tab.
4. Click the ellipses icon  then click Delete to delete the voicemail.
   Note: To delete several messages at once, click the check boxes beside the status column, then click Delete at the top of the table.
5. Click Delete to confirm.

How to recover recently-deleted inbox messages

If your Zoom Contact Center admin enabled soft deletion, you can recover recently-deleted inbox messages.

Desktop client

1. Sign in to the Zoom desktop client.
2. Click the Contact Center tab.
3. In the left-side navigation menu, click Inbox.
4. In the top-right corner, click Recently Deleted.
5. Locate the recording you want to recover, then click Restore.
   Note: To recover several messages at once, select the check boxes in the first column, then click Restore at the top of the table.
6. Click Restore to confirm.
   The recording will be viewable in the main inbox page.

Web portal

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center.
3. Click the Inbox tab.
4. In the top-right corner, click Recently Deleted.
5. Locate the recording you want to recover, then click Restore.
   Note: To recover several messages at once, select the check boxes in the first column, then click Restore at the top of the table.
6. Click Restore to confirm.
   The recording will be viewable in the main inbox page.