Scheduled Callbacks, CoBrowse, and Zoom CX Web SDK

This topic discusses scheduled callbacks, CoBrowse, and Zoom CX Web SDK.

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Scheduled Callbacks

Scheduled Callbacks enable your website visitors to schedule voice or video calls with your Contact Center. This feature works by establishing a connection between a Web Campaign and your Queue, without requiring a Flow configuration.

To enable the Zoom CX Scheduled Callback feature, follow these high-level steps:

1. Configure one or more Zoom Contact Center queues according to your communication needs, as Scheduled Callback supports both voice and video queues.

2. Enable the Scheduled Callback feature on your queue, including the available schedule and timeslots.

3. Configure a Zoom CX Web Campaign for the Scheduled Callback, which will define the invitation button and location where website visitors can initiate the scheduled callback process.

For additional details on setting up the Zoom CX Schedule Callback feature, see the Enabling scheduled callback Zoom Support article.

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CoBrowse

CoBrowse allows agents to view customers’ screens in real-time, enhancing service efficiency.

The CoBrowse workflow operates differently from the other channels previously discussed. While traditional channels require website visitors to initiate engagement with a contact center through a Web Campaign button or link, CoBrowse sessions begin when consumers are already connected with Zoom Contact Center agents. If assistance with website navigation is needed during the engagement, the agent can guide the consumer through the process of initiating a co-browse session.

The Zoom CX CoBrowse feature incorporates data masking capabilities, enabling your website to regulate which fields are visible to agents and which are masked. This crucial functionality prevents agents from accessing information that should remain confidential.

The Zoom CX CoBrowse feature operates through the same Zoom CX Web SDK that delivers web chat and video functionalities.

For additional details on setting up the Zoom CX CoBrowse feature, see the Configuring Zoom Cobrowse Zoom Support article.

Note

At the time of this article's publication, the Zoom CX CoBrowse feature is supported on the voice and web chat channels.

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Zoom CX Web SDK

After completing the Zoom CX configurations mentioned above, add a single line of JavaScript code from your Zoom account to your website to finalize your integration:

1. Locate the code. Click:

   1. Contact Center Management

   2. Campaign Management

   3. </> Embed Web Tag link.

2. Paste the code into your website’s HTML.

See the example below:

The <script> code demonstrated above serves as the foundation for all the previously discussed features.

Note

If you enable the CoBrowse feature, be sure to include the extra tag data-enable-zcb="true" in your <script> code.

Did You Know?

• Zoom CX's Web Chat flows allow you to upgrade an ongoing Web Chat to a video call when necessary, offering flexibility and improved service based on customer needs.

• If your company develops its own mobile apps for iPhone and Android using Apple or Google native mobile SDKs, you can use the Zoom CX Mobile SDK to easily embed contact center functionalities directly into your mobile apps.