> For the complete documentation index, see [llms.txt](https://library.zoom.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://library.zoom.com/business-services/zoom-contact-center/expert-insights/engagement-brief-hero-use-cases.md). # Engagement Brief Hero Use Cases ## Introduction Engagement Brief is an AI-generated document that Zoom Contact Center creates after a customer engagement ends. It can be configured to generate automatically, or an agent can trigger it manually. Engagement Brief synthesizes the conversation transcript, shared media, and session metadata into a structured, ready-to-share record. This eliminates manual note-taking and makes Engagement Brief the definitive system of record for every interaction. ## Prerequisites ### Zoom Contact Center Package Requirements Agents must have the Elite package assigned to their Zoom Contact Center user account to generate an Engagement Brief. This requirement applies specifically to the agent who ends the engagement, even if multiple agents were involved during the conversation. {% hint style="info" %} Remember, the Engagement Brief is generated at the point the engagement ends IF the agent who ends the engagement has an Elite package assigned to their account. {% endhint %}
## Configuration & Usage A detailed description of how to configure and use the Engagement Brief feature is beyond the scope of this document. {% hint style="info" %} For guidance on how to configure and use this feature, please refer to our Help Center documentation available via the links shown below. * [Enabling Zoom Contact Center Engagement Brief](https://support.zoom.com/hc/en/article?id=zm_kb\&sysparm_article=KB0085600\&DeviceId=e6686144-67a3-4d5a-9326-ead1176f18d3\&SessionId=1784309024953) * [Generating Zoom Contact Center Engagement Brief](https://support.zoom.com/hc/en/article?id=zm_kb\&sysparm_article=KB0085601\&DeviceId=e6686144-67a3-4d5a-9326-ead1176f18d3\&SessionId=1784309024953) {% endhint %} ## Additional Considerations ### Variables At the end of an engagement, the conversation transcript is sent for processing along with other engagement metadata including global and custom variables from Zoom Contact Center. Variable contents will be considered when the brief is generated (for example, a variable may contain a consumer's account or policy number). For the model to understand the purpose of a variable it is important that variables have meaningful names and descriptions. For best results you must avoid using generic or ambiguous variable names. {% hint style="info" %} Configuration of variables is beyond the scope of this document. For more information, please refer to our Help Center article which is available via [this link](https://support.zoom.com/hc/en/article?id=zm_kb\&sysparm_article=KB0059058\&DeviceId=e6686144-67a3-4d5a-9326-ead1176f18d3\&SessionId=1784309024953). {% endhint %} To meet the criteria for post-engagement processing, variables must: * Be of type STRING, EMAIL, or URL. * Not be configured to mask sensitive data. Up to 50 variables will be included in post-engagement processing when generating the Engagement Brief. ### Templates An Engagement Brief template defines the structure and sections that AI uses when generating a brief after an engagement. Templates are configured in the Asset Library by navigating to Contact Center Management → Assets Library → Engagement Brief templates in the Zoom admin portal.
#### Design Guidelines For the best results we recommend that you follow these design principals: * Use a combination of text and headings (H1-H4) to define a section hierarchy. * Use descriptive text fields for AI to fill based on engagement content. * End each field with a terminating character followed by a space (e.g., ": ") for clear separation of the field name and the content in the generated brief. * Keep fields concise and use descriptive language rather than prescriptive instructions. For example, use "Customer Sentiment:" rather than "Please describe how the customer felt." {% hint style="info" %} The headers you define will appear as-is in the generated brief. {% endhint %} #### Example Below is a simple example in which there are three sections, each with an H1 heading followed by descriptive fields that can be clearly identified by the AI when the Engagement Brief is generated.
## Example Use Cases The following two scenarios illustrate how Engagement Brief delivers immediate, tangible value to agents and their organizations. ### Technical Troubleshooting: Enterprise Software Support #### Scenario A business customer running an enterprise software platform contacts technical support after their API integration fails following a vendor-side platform update. The video call runs nearly 25 minutes. The support technician systematically walks the customer through a series of diagnostic steps; verifying configuration settings, reviewing API error codes, reproducing the failure in a sandbox environment, and ultimately pinpointing a permission policy conflict introduced by the update. Throughout the session, the consumer shares error screenshots via the video chat and provides a detailed log file. By the end of the call the support technician has reached a resolution, but the interaction has accumulated a dense trail of technical detail: version numbers, error codes, configuration paths, and five distinct troubleshooting steps that all need to be documented accurately for case management, follow-up, and future knowledge-base use. #### Engagement Brief Template Here is an example template in Markdown format that can be copied/pasted into the engagement brief template to recreate this example. ```plaintext # Engagement Details - Time & date: - Customer name: # Customer Issue - Problem description: # Information Capture - Error codes: - Configuration details: - Troubleshooting steps: # Resolution - Was the problem resolved? - If so, what was the solution? - Next steps: # Lessons Learned - Captured knowledge: ``` #### Sample Call Transcript |

\[00:00]Customer: Hi, I'm calling about our API integration — it stopped working this morning right after your platform update pushed through last night.

\[00:38]Agent: Hello, I'm sorry to hear that. I can see your account here. Can you tell me which API endpoint is throwing the error?

\[01:05]Customer: It's the /v2/messages/send endpoint. We're getting a 403 Forbidden. I'll send you a screenshot of the error now.

\[01:40]Agent: Got the screenshot, thank you. I can see the 403. That usually points to an OAuth scope issue. Can you confirm which OAuth scopes your app is currently authorized for?

\[03:10]Customer: We have chat:write, chat:read, and users:read. That's what we've always had and it worked fine until this morning.

\[03:45]Agent: Understood. Last night's update introduced a new permission model for message send endpoints — it now requires chat:write.public for channels and chat:write.direct for DMs. The old chat:write scope is being deprecated. I'm going to share a link to the migration guide in our chat.

\[05:20]Customer: Okay, I can see the link. So I need to re-authorize the app with the new scopes?

\[05:38]Agent: Exactly. I'll walk you through it. First, go to your developer portal — can you share your screen so I can guide you?

\[06:00]Customer: Sure, screen share is on now.

\[14:50]Agent: Great — you can see the new scopes are now listed. Click Reinstall App and go through the OAuth flow. Once that's done, try hitting the endpoint again.

\[17:30]Customer: We're in! The 200 response is back. Thank you so much!

\[17:45]Agent: Wonderful! I'll note the resolution in your case. There are two more endpoints affected — chat:write.public and reactions:write — so I'd recommend reviewing those before they're sunset on June 30th. I'll include all of that in the case summary I'll send over.

\[24:10]Customer: Perfect. Thanks for being so thorough!

| | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | #### Sample Engagement Brief This example brief was generated based on the template and conversation detailed within this use case. {% file src="/files/PFscV32sBgbW85618eXL" %} #### How Engagement Brief Helps For a support interaction as technically rich as this one, the documentation burden on the support technician would ordinarily be significant. After wrapping up, they would need to recall and record the following information while managing their queue: * The exact error code * The troubleshooting steps taken * The specific scope changes required * The links exchanged * The follow-up items flagged for June 30th Engagement Brief reduces this burden by compiling the full conversation transcript, the screenshot and log file shared during the session, and the ZCC session metadata into a structured document. The resulting Brief captures the problem statement, the resolution path, next actions, and a timeline of the interaction which is precisely the information a supervisor would need to audit, a colleague would need to pick up a follow-on ticket, or a knowledge-base curator would need to build a reusable resolution article. The support technician stays focused on the customer throughout the call, without having to worry about documenting the interaction when it ends. ### Appointment Intake: Auto Service Center #### Scenario A car owner contacts an auto service center's customer service line to schedule routine maintenance including an oil change and a brake inspection. The agent handles dozens of these calls each day. The intake process is structured but detail-heavy. The agent must collect: * The customer's full name and contact information * The vehicle's make, model, year, current mileage, and VIN * Confirm the services requested * Check availability * Capture any relevant history such as a recall notice the customer mentions At the end of the call, the agent is required to complete an internal service order form and send the customer a written confirmation of their appointment. Doing this manually for every call is time-consuming and introduces risk of transcription error. A wrong VIN or mistyped phone number can cause delays on the day of service. #### Engagement Brief Template Here is an example template in Markdown format that can be copied/pasted into the engagement brief template to recreate this example. ```plaintext # Customer Details - Customer name: - Contact information: # Vehicle Information - Vehicle model: - Vehicle year: - Current mileage: - Vehicle Identification Number: # Service Details - Services requested: - Appointment slot requested: - Relevant history: ``` #### Sample Call Transcript |

\[00:00]Agent: Thank you for calling the auto service center. How can I help you today?

\[00:06]Customer: Hello, I'd like to schedule an oil change and get my brakes checked. I think I'm hearing a light squeal.

\[00:18]Agent: Of course! I can get that set up for you. Can I start with your name and best contact number?

\[00:24]Customer: Sure — Sofia, and my number is 415-555-0192.

\[00:35]Agent: Perfect. And what's the year, make, and model of your vehicle?

\[00:40]Customer: It's a 2021 Camry SE.

\[00:46]Agent: Got it. And the current mileage, roughly?

\[00:50]Customer: About 38,500 miles.

\[00:54]Agent: Thank you. Do you happen to have the VIN handy? You can also find it on your dashboard near the windshield.

\[01:10]Customer: Yes — it's 4T1B11HK0MU512347.

\[01:22]Agent: Great, I have that. Now for the services — standard oil change with synthetic oil, and a full brake inspection. I also see there's an open recall for a fuel pump module. Would you like us to take care of that at the same visit? It's covered at no cost.

\[01:42]Customer: Oh, I didn't know about that. Yes, please include that too.

\[01:48]Agent: Absolutely. We have availability this Saturday at 9 AM or 11 AM. Which works better?

\[01:55]Customer: 9 AM works perfectly.

\[02:00]Agent: Confirmed — Saturday at 9 AM for a 2021 Camry SE, VIN 4T1B11HK0MU512347. Services: synthetic oil change, brake inspection, and recall repair for the fuel pump module. You'll receive a confirmation by email and text shortly. Is there anything else I can help you with?

\[02:18]Customer: No, that's everything. Thank you so much.

\[02:22]Agent: You're welcome. See you Saturday!

| | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | #### Sample Engagement Brief This example brief was generated based on the template and conversation detailed within this use case. {% file src="/files/mueiGyJPxQe9PWgUX4jT" %} #### How Engagement Brief Helps For a high-volume intake workflow like this, even small inefficiencies compound quickly. Without Engagement Brief, the agent must manually transfer every detail — VIN, mileage, services, appointment slot, recall code — from the call into the service order form, and then compose and dispatch the customer confirmation. The risk of a transcription error is real, and the process eats into the time between calls. With Engagement Brief, this changes. When the call ends, Engagement Brief generates a structured document pre-populated with the customer's contact details, vehicle information, requested services, and appointment specifics, drawn directly from the transcript and ZCC variables. The agent can review it for accuracy and make any quick edits before ending the engagement. The internal service order is effectively complete before the agent has even picked up the next call. Across hundreds of appointment bookings per week, the time savings are substantial, and the reduction in data-entry errors translates directly into smoother service-day experiences for customers. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://library.zoom.com/business-services/zoom-contact-center/expert-insights/engagement-brief-hero-use-cases.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.