Zoom Contact Center messaging controls

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While in an active Zoom Contact Center messaging engagement (web chat, in-app chat, or SMS), you can access messaging controls like transferring the chat or upgrading to a video engagement.

This article covers:

Prerequisites for using chat controls

  • Zoom desktop client for Windows or macOS, 5.12.0 or higher
  • Pro, Business, or Education account
  • Zoom Contact Center license
  • To upgrade a chat engagement to video, the Upgrade engagements privilege must be enabled by your admin

How to access Zoom Contact Center chat controls

  1. Sign in to the Zoom desktop client.
  2. Receive a messaging engagement (web chat, in-app chat, or SMS).
    When you're connected to the consumer, you will have access to messaging controls.

Top control bar 

The following controls are available at the top control bar where you see the consumer's display name and engagement duration.

Release chat engagement

Click the release icon to return the active chat engagement to the queue. The consumer will receive a chat notification that you've ended the chat.

Note: This is only available for web chat and in-app chat engagements.

Transfer engagement

Click the transfer icon to transfer the active chat engagement to another queue or agent. You will see a pop-up window where you can search for a queue or agent, then select one to transfer the chat to.

If you're transferring an SMS engagement to an SMS queue with an agent routing profile, you will be prompted to select a proficiency for each skill category in the agent routing profile. Use the drop-down menus to select proficiencies, then click Transfer.

Notes:

  • While searching for agents, you will see agents’ profile picture as set by the admin. Admins can set a Zoom Contact Center profile picture that's separate from their Zoom profile picture.
  • Admins can restrict your transfer options. If you can't complete a transfer, contact your admin.

Upgrade to video (web chat and in-app chat engagements)

Click the video icon to upgrade the active messaging engagement to a video engagement, then click Upgrade.

Notes:

  • You will automatically join the video engagement.
  • The existing chat messages will appear in the video engagement chat.
  • You will not be able to revert back to a chat engagement.
  • The consumer will receive an invitation in their chat to join the video call. 

Upgrade to video (SMS engagements)

Click the video icon to upgrade the active messaging engagement to a video engagement. When prompted, select one of these options:

  • Send as a message in this conversation: The the video engagement join link in the current messaging engagement.
  • Enter an email address: Enter the email address of the consumer so they can receive an email with the video engagement join link.

Click Send and Upgrade. You will automatically upgrade to the video engagement when the consumer joins the video engagement.

Notes:

  • The existing chat messages will appear in the video engagement chat.
  • You will not be able to revert back to a messaging engagement.

End engagement

Click End to end the active messaging engagement and enter the wrap-up duration.

Bottom text box controls

The following controls are available below the messaging text box.

  • Format: Apply formatting to the chat message. Zoom Contact Center shares the same formatting tools as Zoom Chat.
  • File: Open your computer's file manager to select a file to send.
  • Emoji: Add emojis to the chat message.
  • Send icon: Send the message. You can also send a send by pressing Enter.

Notes:

  • Each chat message can contain up to 2,005 characters.
  • The File and Emoji options are also available to consumers.

Right-side panel

The right-side panel contains the Profile and Engagement tabs.

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