Web Chat and Video Configuration Tasks

This topic discusses Queues, Flows, Preferences, and a Zoom CX Web SDK Flow Chart.

Queues

Queues effectively direct customer inquiries to the appropriate agents. Queues are used for both Web Chat and Video engagements.

Follow the high-level steps below to create a Queue:

1. Configure one or more Zoom Contact Center queues based on your communication needs. Messaging queues are utilized for Web Chat interactions, while Video queues handle video calls.

2. Access the Zoom admin web portal: Contact Center Management > Queues.

3. Create the necessary queues and assign the appropriate agents.

As core components of Zoom Contact Center, queues efficiently route Web Chat and Video engagements to available live agents.

See the Managing Zoom Contact Center queues Zoom Support article for more information.

Flows

Flows efficiently direct customer inquiries to their designated queues, and you can configure your flow to gather information from customers before connecting them to an agent in the Queue. Throughout this process, AI chatbots (Web Chat only) and automated messages/prompts (Web chat and Video) can be configured to interact with customers. These flows serve both Web Chat and Video engagement channels.

Follow the high-level steps below to create a Flow:

1. Configure Zoom Contact Center Flows to manage your communication channels. For web chat interactions, utilize a Chat (Web) Flow. For video communications, implement a Video Flow.

2. Access through the admin web portal: Contact Center Management > Flows.

3. Establish connections between your Flows and the previously created Queues.

See the Managing flows Zoom Support article for more information.

Campaigns

Learn more about Zoom Contact Center Web Campaigns, including the appearance and functionality on your website.

Preferences

For Zoom Contact Center customers, additional settings are available to customize the experience for website visitors who interact with Zoom CX web chat and video. These settings include:

• Avatar: When web visitors chat with an automated system within Zoom CX, whether through a configured Zoom Contact Center web chat flow widget or Zoom Virtual Agent AI Chat bot, they will see the avatar image and name that is set under your account Preferences.

• Typing Delay: To control the typing delay that website visitors experience when chatting with Zoom CX widgets and ZVA bots, you can adjust both default and dynamic delay options.

• Display Images: You can manage the avatar displayed to website visitors when they connect with your live agents. You can either utilize the agents' customized Display Image, or implement a standard image across all agents.

These options, along with others, are accessible in the Zoom admin web portal under Contact Center Management > Preferences > Consumer Experience.

Advanced Features

Learn more about how the Zoom CX Web SDK can improve your overall effectiveness.

Zoom CX Web SDK Flow Chart

The diagram below illustrates the interconnected operations of various components within the Zoom CX Web SDK solution. Specifically, it demonstrates the web chat flow in Zoom CX. Note that the diagram varies slightly when used with the video channel and Scheduled Callbacks feature.