Changing Zoom Contact Center notification settings

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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:

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

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Preferences.
  3. In the Voicemail Notification By Email section, click the toggle to enable or disable it.
  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. 
    • Forward voicemail to email list: Send the voicemail email notifications to a list of email addresses. You must specify the list of emails in the inbox-level notification settings.
  6. (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

  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. 
    • Forward voicemail to email list: Send the voicemail email notifications to a list of email addresses. Click Email list to specify the list of emails.

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