Adding entry points to a flow

An entry point serves as a way for customers to reach a contact center system. Entry points depend on the type of flow:

• Voice or SMS flows: Phone number (virtual service and US/CA toll-free numbers are supported)
• Video or chat flows: Entry ID

For example, you can add a phone number as the entry point for a voice flow. When customers call this phone number, they will be routed through the contact center system.

You can also create a campaign to customize the entry point, or customize a Zoom Room kiosk as a way for consumers to reach a video flow.

This article covers:

• How to add or edit voice or SMS entry points using the Flows page
• How to add or edit video, web chat, or in-app chat entry points using the Flows page
• How to add or edit entry points using the flow editor

Prerequisites for adding or editing entry points

• Account owner or admin privileges
• Pro, Business, or Education account
• Zoom Contact Center license
• Voice, video, web chat, in-app chat, or SMS flow created
• Voice or SMS flows: Phone number obtained and unassigned
• SMS flows: 10DLC campaign assigned to the number
• Video, Web Chat, or In-App Chat flows: Entry ID created
• Associated flow must be in a Published status

How to add or edit voice or SMS entry points using the Flows page

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Flows.
3. Locate a flow you want to edit.
4. In the last column, click the ellipses icon , then click Manage Entry Point.
5. Add or remove entry points:
   • To add, click Add Entry Point, select the phone numbers to add as entry points, then click Save.  Click Get Numbers if you don't have unassigned numbers and want to obtain numbers.
   • To remove, click the close icon next to the phone number. The phone number will become unassigned.
6. Click Save.

How to add or edit video, web chat, or in-app chat entry points using the Flows page

Note: For more information on configuring entry points for video or chat flows, see the instructions on the Zoom Marketplace.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Flows.
3. Locate a flow you want to edit.
4. In the last column, click the ellipses icon , then click Manage Entry Point.
5. Add or remove entry points:
   • To add, click Add Entry Point, select the entry IDs to add as entry points, then click Save.
   • To remove, click the close icon next to the entry ID.
6. Click Save.

How to add or edit entry points using the flow editor

Alternatively, you can assign or edit triggers while customizing the Start widget in the flow editor.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Flows.
3. Create a new flow or edit an existing flow.
4. Select the Start widget.
5. In the Settings tab, click Manage Entry Point.
6. Add or remove entry points:
   • To add, click Add Entry Point, select the phone numbers or entry IDs to add as entry points, then click Save.
   • To remove, click the close icon next to the phone number or entry ID.
7. Click Save.