Cobrowse, Integrations, and Address Books

This section discusses how to enable and configure cobrowse, as well as integrations and the address book.

Enabling and Configuring Cobrowse

Zoom Contact Center’s cobrowse feature allows consumers to share their current web screen with an agent, avoiding full-screen sharing and reducing the risk of unintentionally exposing private or sensitive information. Unlike standard screen sharing, which may reveal all apps and programs running on a user’s device, cobrowse limits visibility to the current web screen on a per-URL basis, hiding other operating system or browsing activities beyond the designated pages. This feature is especially helpful for agents assisting consumers with complex forms or navigating web pages, as it includes on-screen annotation tools and privacy-focused features like data masking to prevent sensitive information—such as credit card details or personal health information—from appearing in recordings or being viewed by agents.

Refer to Zoom’s support center for more information on enabling cobrowse for your website and account.

Note Cobrowse exclusively supports the voice channel as of this document’s publication date. Speak with your Zoom account team for more information on additional channel support.

Integrations

The Integrations menu is the central location for managing most integrations with Zoom Contact Center. The following sections describe the various sub-menus available from the Integrations screen.

Applications

The Applications tab is the primary location for integrating Zoom Contact Center with other applications, such as Salesforce, Zendesk, ServiceNow, Zoom Contact Center Smart Embed, and more.

Integration Bots

The Integration Bots tab is where account admins can authorize external bot services like ServiceNow, Google Dialogflow, and Amazon Lex with Zoom Contact Center. Use of this screen is typically prompted by the configuration instructions for each provider.

Messaging

The Messaging tab is where an account admin can integrate their brand’s Meta business account with Zoom Contact Center using Messenger by Meta. Once integrated, consumer engagements can be routed to Zoom Contact Center for agent assignment and handling.

Refer to Zoom’s support center for more information on integrating Messenger by Meta with Zoom Contact Center.

Address Books

The Address Books menu is the primary location for creating and managing contact lists within Zoom Contact Center. From this screen, account admins can create and manage their address books in two ways: by creating top-level address book collections, which can each hold multiple contact lists, and by creating sub-level address books that contain the contact information for individual users.

Once created, account admins can upload contact lists either through a CSV file upload, or through manual entry. From there, address books can be used in creating Flows, determining a consumer’s Queue priority, or outbound Campaigns.

Refer to Zoom’s support center for more information on managing address books.