Managing address books and contacts

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An address book is a collection of consumer information like display names, phone numbers, and locations. During an active engagement, the Zoom desktop client will display information from the address book if that customer is a contact in the address book. If the consumer is not in the address book, agents can add a new contact and choose which address book the contact belongs to. You can also create address book units to organize your address books.

This article covers:

Prerequisites for managing address books and contacts

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

How to create an address book

Within each address book unit, admins can create address books that contain contacts.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Address Books.
  3. In the left-side panel, select a previously-created unit.
  4. Click Create Address Book. You can also click the plus icon next to the unit’s display name.
  5. Specify the following information:
    • Address book name: Enter a display name for the address book. The display name is visible to agents.
    • Description (Optional): Enter a description for the address book.
  6. Click Create.
  7. Follow the next sections to add a contact to the address book.

How to add a single contact to an address book

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Address Books.
  3. In the left-side panel, select a previously-created unit then address book.
  4. Click Add Contact.
  5. Fill in the address book fields.
  6. Click Add.

How to edit or delete address book units and address books

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Address Books.
  3. In the left-side panel, hover over a previously-created unit or address book.
  4. Click the ellipses icon (...) and click one of these options:
    • Edit Unit / Edit Address Book: Change the unit’s or address book’s display name and description.
    • Delete Unit / Delete Address Book: Delete the unit or address book. All information (address books or contacts) in the unit or address book will also be deleted.

How to edit or delete an address book contact

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Address Books.
  3. In the left-side panel, select a previously-created unit then address book.
  4. Click the ellipses icon (...) and click one of these options:
    • Edit Contact: Change the unit’s or address book’s display name and description.
    • Delete Contact: Delete the contact.

How to delete several address book contacts

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Address Books.
  3. In the left-side panel, select a previously-created unit then address book.
  4. Select the check boxes to choose contacts to delete.
  5. .At the top of the table, click Delete.

How to move contact to another address book

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Address Books.
  3. In the left-side panel, select a previously-created unit then address book.
  4. Select the check boxes to choose contacts to move.
  5. At the top of the table, click Move.
  6. Select the address book to move to, then click Move.

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