Changing Zoom Contact Center email notification settings for voicemails

Contact center admins can allow agents to receive email notifications when voicemails are received. This setting can be changed at the account or inbox level.

This article covers:

• How to change email notification settings at the account level
• How to change email notification settings at the inbox level
  • Manage the list of inbox users that receive email notifications for voicemails

Prerequisites for changing account-level settings

• Account owner or admin privileges; or relevant role/privilege
• Pro, Business, or Education account
• Zoom Contact Center license

How to change email notification settings at the account level

You can change email notification settings for all users in the account.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Preferences.
3. Click Agent Status and Experience.
4. In the Voicemail Notification By Email section, click the toggle to enable or disable it.
5. If a verification dialog displays, click Enable or Disable to verify the change.
6. Enable or disable these settings:
   
   • Include voicemail file: Attach the voicemail MP3 file to email notifications.
   • Include voicemail transcription: Attach the voicemail transcription as a TXT file if Zoom was able to transcribe the voicemail message.
     Notes:
     • Users can still view or download voicemail messages and transcriptions using the Zoom client or web portal. 
     • To only send the voicemail email notifications to specific users, you must change email notification settings at the inbox level.
7. (Optional) To prevent all users in your account from changing this setting at the inbox level, click the lock icon , and then click Lock to confirm the setting.

How to change email notification settings at the inbox level

You can change email notification settings at the inbox level and send email notifications to specific users who have access to the inbox.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center then Inbox.
3. In the Voicemail Notification By Email section, click the toggle to enable or disable it.
   Note: If the option is grayed out, it has been locked at either the group or account level. You need to contact your Zoom admin.
4. If a verification dialog displays, click Enable or Disable to verify the change.
5. Enable or disable these settings:
   
   • Include voicemail file: Attach the voicemail MP3 file to email notifications.
   • Include voicemail transcription: Attach the voicemail transcription as a TXT file if Zoom was able to transcribe the voicemail message.
     Note: Users can still view or download voicemail messages and transcriptions using the Zoom client or web portal. 
   • Voicemail Notification Access List: Send the voicemail email notifications to a list of contact center users or external email addresses. 

Manage the list of inbox users that receive email notifications for voicemails

Note: You can only enable email notification for users who have access to the inbox.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center then Inbox.
3. In the Voicemail Notification By Email section, click Voicemail Notification Access List.
4. Add contact center users or external email addresses:
   • To add contact center users, click the Members tab, then click the toggle to enable or disable email notifications for that user.
   • To add contact center users, click the Emails tab, click Add Email, enter an external email address, then click Save.