Campaign Management
Campaign Management in Zoom Contact Center enables admins to customize entry points and the appearance of engagement invitations, allowing consumers to connect with your contact center through web or in-app contact points, or via outbound outreach.
Web and In-App Campaigns
Web and in-app Campaigns allow account admins to create, design, and manage the way consumers reach your contact center through your website or app. During the creation of a Campaign, the following settings are configurable.
Settings
Channels/Sources
Chat (Web)
Video
Voice
SMS
Callback
Name
Tags
Time Zone
Flow
Description (Optional)
Start Date
End Date (Optional)
Language
Single Language
Multiple Languages
Invitation
Default Invitation
Custom Invitation
Name
Button Size (pixels)
Icon Shape (Custom Supported)
Corner Radius
Font
Text
Location
Campaign Location
All Engagement Locations
Custom Locations
Define via page URL/query string
Define via Regular Expression
Engagement Window for Web Chat
Default Theme
Custom Engagement Window
Name
Description (Optional)
Window Height
Enable “Download Transcript”
Enable “Email Transcript”
Header Bar Icon
Icon Size
Background and Icon Colors
Messaging Font
Adjustable Colors For:
Consumer Messages
Brand Messages
Quick Reply Buttons
Call to Action Buttons
Knowledge Base Cards
Quick Reply Button Alignment
Stacked
Inline
Full Width
Targeting
Select the Devices the Campaign Will Display On
Desktop
Tablet
Mobile
HTML Language Attribute Targeting
Voice Calls
Assign a Phone Number for Consumers to Call
Show the Phone Number in the Invitation
Specify Devices to Show Voice Option to Consumers
Desktop
Mobile
SMS Messages
Assign a Phone Number for Consumers to Send an SMS Message
Show the Phone Number in the Invitation
Specify Devices to Show Voice Option to Consumers
Desktop
Mobile
Outbound Campaigns
Zoom Contact Center includes a built-in outbound dialing engine that lets administrators and contact center managers run proactive voice campaigns — from high-touch agent outreach to fully automated notifications — without leaving the Zoom platform. Zoom Contact Center offers three native dialing modes (Preview, Progressive, and Agentless), each suited to different use cases and engagement volume. This section explains how each mode works, how to choose the right one, and what to consider when configuring campaigns for compliance, pacing, and contact management.
How Outbound Dialing Works
Rather than agents manually placing individual calls, the outbound dialer works from Contact Lists, which are curated sets of customer records each with one or more phone numbers. You associate a Contact List with a Campaign, which defines who gets called, when, and how.
Campaigns run continuously or on a finite list, respect timezone-aware calling windows, and track outcomes at the contact level so the system knows when to retry, skip, or mark a record complete.
Dialer Modes
Zoom Contact Center offers three native dialing modes. Choosing the right one depends on whether a human agent needs to be involved and how much control you want over the pacing.
Preview Dialer
The Preview Dialer is designed for high touch outreach where agent preparation matters. Before any call is placed, the agent is presented with the contact's details. The campaign can be configured to either automatically dial after a preview timer expires or require the agent to manually initiate the call. If allowed by the campaign configuration, the agent can also skip the contact and move on to the next record. This makes Preview well-suited for:
Account management or renewal calls where context is critical
Sensitive outreach requiring personalized conversation
Situations where call quality matters more than call volume
For step-by-step guidance, reference the Configuration Guide for Preview Dialer.
Progressive Dialer
The Progressive Dialer is designed for higher volume campaigns where you want to maximize agent productivity while maintaining a human connection. It automatically places one outbound call per available, ready agent. The Progressive Dialer also includes Answering Machine Detection (AMD), described in detail below.
For step-by-step guidance, reference the Configuration Guide for Progressive Dialer.
Agentless Dialer
The Agentless Dialer is a fully automated dialing system that operates without human agent involvement during the initial call phase. When a call connects, it routes directly into a Zoom Contact Center Flow—a configurable automated experience designed to deliver pre-recorded messages, collect customer input through keypad or voice responses, and integrate with external APIs for seamless system connectivity.
Common use cases include:
Appointment reminders with confirmation options
Payment due notifications with self-service payment links
Service alerts or outage notifications
Customer satisfaction surveys or opt-in collection
Because no named agent seat is required, the Agentless Dialer operates on a per-minute usage model, making it highly cost-effective for high-volume automated outreach campaigns.
The Agentless Dialer supports personalized dynamic messaging by allowing Flow administrators to inject variables from address book and contact list fields directly into automated messages. This enables the system to reference specific customer details—such as names, appointment times, account balances, or order numbers—creating a more personalized experience without any agent involvement. The Agentless Dialer also includes Answering Machine Detection (AMD), described in detail below.
Hybrid Agent Escalation: Organizations can combine automated efficiency with human support by configuring the Flow to route callers into a Zoom Contact Center agent queue when needed. For example, an automated appointment reminder might offer recipients the option to press 1 to confirm, press 2 to reschedule, or press 0 to speak with a scheduling coordinator. When a customer presses 0, the Flow transfers them directly into a live agent queue, so they can receive faster assistance while the majority of routine confirmations are handled automatically. This hybrid approach maximizes automation efficiency while maintaining a human safety net for complex requests.
Comparing the Three Modes
Preview
Progressive
Agentless
ZCC Agent required
Yes
Yes
No
Call pacing
Agent controlled
1:1 per available agent
Fully automated
Answering Machine Detection
No - under consideration for a future release
Yes
Yes
Personalized dynamic messaging
No
No
Yes
Best for
High touch, low volume
Balanced volume and quality
Automated notifications
Licensing
Agents must have the Premium or Elite license
Agents must have the Premium or Elite license
Available as an add-on to any ZCC plan (Essentials, Premium, or Elite) on a per-minute usage basis.
Answering Machine Detection
Answering Maching Detection (AMD) is a feature available in both the Progressive Dialer and the Agentless Dialer. When a call connects, the system automatically determines whether a live human or a voicemail system has answered.
AMD in Progressive Dialer (Agent-Based)
In Progressive Dialer campaigns, AMD protects agent productivity by detecting the call outcome before connecting an agent:
Live human detected: The call is immediately connected to an available agent in the queue.
Voicemail detected: The system can be configured to either drop the call silently or play a pre-recorded message using VAD (Voice Activity Detection) and silence detection to identify the appropriate moment for voicemail drop.
This means agents spend their time exclusively on live conversations, not waiting through rings or navigating voicemail prompts.
Abandoned calls are a separate consideration within AMD. Even when a live person answers, there is no guarantee an agent will be available at that exact moment. When this happens, the system will wait for a configured period before abandoning the call. A pre-recorded message can be set to play in the event of an abandonment. Organizations should review their applicable regulatory requirements when configuring abandoned call behavior and any associated messaging.
AMD in Agentless Dialer (Automated)
In Agentless Dialer campaigns, AMD enables intelligent message delivery without any agent involvement:
Live human detected: The call is immediately connected to the configured ZCC Flow, which can deliver automated messages, collect input, or route to an agent queue if needed.
Voicemail detected: The system can be configured to either drop the call silently or play a pre-recorded message using VAD (Voice Activity Detection) and silence detection to identify the appropriate moment for voicemail drop.
This automation allows organizations to maximize reach while delivering messages appropriately — whether a person or voicemail system answers.
Contact Management and Compliance
Contact Lists
All dialer modes draw from Contact Lists managed in the ZCC Admin Portal. Contacts can be added manually, imported via CSV, or pushed dynamically through the ZCC API. Each contact profile supports multiple phone numbers, categorized as Main, Work, Home, Mobile, or Other. When a contact has multiple numbers on file, the dialer works through them in a configurable order.
Contact lists also support custom fields, defined by admins in the portal and populated when contacts are loaded via CSV, manual entry, or API. Custom fields extend the contact record beyond standard phone number categories, allowing businesses to include relevant customer data such as account details, outstanding balances, appointment information, or the reason for the outreach. In agentless campaigns, custom fields are available within the flow for dynamic scripting and routing logic. In Preview and Progressive dialer modes, custom fields are surfaced directly to agents, giving them relevant context before and during a call.
For configuration details, see our Agentless Dialer with Custom Fields article.
Do Not Call (DNC) & Block Lists
Compliance-enabling features are built into the platform. ZCC supports:
Native DNC lists managed directly within the Admin Portal
Third party compliance-enabling integrations with platforms DNC.com and Gryphon
DNC enforcement runs at the campaign level, checking the appropriate DNC lists prior to making a call.In addition to DNC lists, Zoom Contact Center also supports an account-level Block List. The Zoom Contact Center outbound dialer checks both assigned DNC lists and integrations, as well as the account-level block list before placing calls.
More Information:
Campaign Behavior
Dial Sequence
You can configure how the dialer works through contact records and phone numbers:
List Dial: The system calls every contact's first number before attempting any secondary numbers across the entire list. Useful when you want broad initial reach before pursuing alternate numbers.
Contact Dial: The system exhausts all numbers for a single contact before moving to the next. Better for high-priority contacts where reaching a specific person matters most.
Always Running vs. Finite Campaigns
Campaigns can be configured to run in two modes:
Always Running: The campaign runs when contacts in the list need to be dialed, automatically moving to a 'not running' state when there are no more contacts to call, and resuming to a 'running' state when new contacts are added to the linked lists. This mode is ideal for ongoing outreach efforts.
Finite: The campaign marks itself complete once it has worked through the current contact list. This mode is useful for one-time outreach events or time-bound initiatives.
Best Practice for API Integration: When regularly pushing new contacts to ZCC via API, use an always-running campaign. Simply add contacts to the existing contact list, and the campaign will automatically process them according to the configured dialer order (LIFO or FIFO). This approach eliminates the need to manually start and stop campaigns.
Callable Hours
The callable hours feature gives outbound dialing campaigns precise control over when contacts are reached. Rather than dialing based solely on a campaign's general schedule, the feature layers in per-contact timing rules — calls are only placed during appropriate local hours. Admins can configure this in one of three modes: defaulting to the campaign schedule alone, or factoring in each contact's time zone (derived from their profile or phone number's area code) to enforce a local calling window (e.g. 10 a.m. – 7:00 p.m.) A call only goes out when it satisfies both the contact's local window and the campaign's overall operating hours simultaneously.
When a contact falls outside their callable window, they are skipped rather than dialed — and critically, that skip doesn't count as a call attempt or affect their place in the dialing queue. Skipped contacts are returned to their spot in line for their next available window, preserving dialing order and fairness. However, admins should be mindful that if a contact's local window and the campaign's operating hours never overlap, that contact will be skipped repeatedly. Skip activity is fully tracked and visible across campaign diagnostics, CX Analytics reports, and engagement event logs, giving teams the visibility needed to catch and correct misconfigurations.
Campaign Priority
When multiple campaigns share the same agent queue, Campaign Priority (ranked 1 to 5) determines which campaign gets access to available agents first. This is critical for environments running concurrent campaigns with different business objectives.
Outbound Number Identity
As outbound call volumes increase, how your numbers appear to recipients has a direct impact on answer rates and brand perception. Zoom Contact Center offers tools and integrations to monitor the health of your outbound numbers so they are presented accurately and professionally — reducing the risk of calls being ignored, flagged as spam, or misidentified.
Automatic Caller ID Selection
Zoom Contact Center can automatically present outbound calls as originating from a local number, improving answer rates. Admins define matching rules using country codes or number prefixes (e.g. area codes), which are applied in real time across all outbound calls without agent intervention.
For configuration steps, please reference this support article.
Spam Monitoring & Remediation
Zoom Contact Center includes built-in monitoring for outbound numbers flagged as spam on end-user devices, eliminating the need for third-party tracking services. When a number is detected as spam, admins are notified through the management portal with a visual status indicator, and the system automatically initiates remediation (typically within 3 days, though regulatory disputes may extend this). For customers using Automatic Caller ID Selection, spam-tagged numbers are automatically excluded from the outbound number pool during remediation, preserving the effectiveness of local presence dialing.
For more info on this feature, please the Enabling Spam Tag Remediation article.
Branded Calling
The Branded Calling feature, available through Zoom's call authentication integration with TransUnion or First Orion, allows businesses to display branded elements — such as a company name or logo — on a recipient's cell phone when they receive a call. This feature can be enabled at no additional cost, though customers must have an existing commercial relationship with either TransUnion or First Orion to use it, and phone numbers must also be configured directly in the respective partner's portal. Together with Spoof Call Protection, Branded Calling is part of a broader integration designed to improve call trust and transparency for Zoom customers.
For more info on this feature, please see our Enabling Call Authentication article.
Analytics and Reporting
Every outbound dialer call generates a unique Engagement ID, which can be used to:
Query call-level data through the Zoom Contact Center Engagement Log API
Analyze campaign performance using the CX Analytics Outbound Dialer dataset
This gives both administrators and developers full visibility into campaign outcomes, contact dispositions, and agent activity.
Third-Party Dialer Integrations
For organizations requiring Predictive Dialing or Power Dialing capabilities beyond what the native ZCC dialer offers, Zoom Contact Center integrates with ContactSpace and Alvaria.
These third-party solutions replace the ZCC native outbound dialers and provide their own advanced functionality including:
Campaign management
Contact list management
Compliance-enabling features
Answering Machine Detection (AMD)
Outbound PSTN pacing algorithms
Agents continue to use the standard Zoom Contact Center agent desktop interface for a consistent user experience while benefiting from the enhanced dialing capabilities provided by the third-party partner.
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