# Engagement Handling

This section provides details for engagement handling within Zoom Contact Center’s various channels. Depending on the Queues and contact channels an agent is assigned to, engagements will begin differently and are differentiated between **live** and **asynchronous** engagements in the following sections.

### Live Engagements

The following sections outline the procedures for managing live consumer interactions, including **live messaging engagements**, as well as **voice** and **video calls**.

#### <mark style="color:blue;">**Beginning the Engagement**</mark>

When a Queue is configured for manual engagement acceptance—as opposed to automatic— agents will receive a ringing prompt within the Zoom Workplace app. **Depending on the Flows you’ve created**, details of the consumer may be included in the notification pop-up. For example, the following image displays a transfer from a chat bot to a live agent for assistance, with Flow-driven custom variables noted on the right side, and includes an AI Companion-generated summary of the user’s conversation with the bot.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXeKvVLGaFXL9wXtuFJxXW4gALUNmNfpOFMO5lQ0Ah8pYM5jZKjwKQBBNFL9bmd8bO6Hs5PbSfXOejh4UUekMgmuGw5uY8yUfoxHO2o4Aq_nBoh4Rmhh__T_iNhfY8Kx0DpHXGJgVA?key=KRgQ_4ail54dHZXUquLpIw" alt=""><figcaption></figcaption></figure>

Alternatively, the following image displays a voice Queue ring for a user, without any previous conversational context.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXc6KKkX5SVX1t-LwZmVwoGIx_QZlLSguqxIw11cq9-lWv8zC1HJSD5frKram_2GHeKoluigG_Dp4sHnIxVi5mlfG2qHcvpEuH9tucYOSeKHspeVs0gIKKJmCxsSBLnlHBbFI2UOGQ?key=KRgQ_4ail54dHZXUquLpIw" alt=""><figcaption></figcaption></figure>

If an engagement is accepted by the agent, the conversation will begin. If it’s declined, it will continue processing through the Queue to the next agent.

#### <mark style="color:blue;">**Working the Engagement**</mark>

After a live engagement is accepted, users will have access to multiple tabs within the conversation.

The **Profile** tab provides a list of user information, as determined by the account’s address book and information collected through the applicable Flow processes.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXfcXKngjMDGBQ6yW0uOPjYqFx57HJJYNRkVwIJpHB1WwkIlG1UXa0GzEwST-lFgfRCVbl88O8VXqUnPts53-RQ6Ql5ZR-phPgdkbToHnMwwvxqoY1o0o2po1cI_mV0c2olR-IRNyw?key=KRgQ_4ail54dHZXUquLpIw" alt=""><figcaption></figcaption></figure>

From the **Profile** tab, agents can pivot to the **Engagement** tab, where they can input notes from the conversation.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXd3F9r0-wHuB7_kCqfB1x4a5TJlC50jB2qWG90lyXTnL-GRweY-bB5Rqhqgxj_e7m3zVEnM7dsF_xvlBuT-FjJTgy3D39Yke2rmNGiLl9JxVlx0h_xHtlJXb_EJJodHZsF-7v7vbg?key=KRgQ_4ail54dHZXUquLpIw" alt=""><figcaption></figcaption></figure>

Additionally, when live transcription is enabled, agents can access and search a live transcript of the conversation, offering valuable context from earlier parts of the discussion without having to ask the consumer to repeat themselves.

#### <mark style="color:blue;">**Completing the Engagement**</mark>

Once the engagement has ended, agents will have the opportunity to wrap up their final notes and fill out their disposition(s) if enabled. After completing the call wrap-up, the agent will be placed back in the Queue, ready for the next engagement.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXeN0LQWCopMzVcbEIcBJvGWu_rMEjA5glMaBf6LX_BcnaKyNhuoSKL9CoHhZLIvB9-LavEI2opXeaTUawo4W3yR5qbjvIO2zTw6xmU3hc7kTNOHQa0AjqBfM6XTsvRbdI5VgxheOw?key=KRgQ_4ail54dHZXUquLpIw" alt=""><figcaption></figcaption></figure>

### Asynchronous Engagements

When an agent is assigned an asynchronous engagement, like an **email**, users *do not* receive an automated pop-up. Instead, agents will see the email assigned to them in their **Open Engagements** list and **Engagements** tab.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXfu7FQ-m55T_pCsCSZ83DMqdi8SwDTAvdH9GkH-Se5t2778ArMnXVvWbrbrGpe3tlzS20Rl0qNDubkfNS_Nioh31uYCGmkHm5la5cp_JmR-K3jx94pubfYMIfY9FxNTk_iyPEvxsQ?key=KRgQ_4ail54dHZXUquLpIw" alt=""><figcaption></figcaption></figure>

After opening the engagement, agents can begin and continue correspondence until resolution, or, if necessary, transfer or release the conversation to the Queue or another agent if the current agent can't complete the consumer’s concern.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXdp07Ma-F7Wb-30HgO2vvoPEuC3OfZuQXK55yWFRVt76E6oCO-qf5Q4WuQZEhdV8OPOQ8dIs1BlBHFHtfzHy-0l8WpYS2Aed-e8VKa43KnfcW0eSaMQUwzQSyytJU83zh1bxWmdmA?key=KRgQ_4ail54dHZXUquLpIw" alt=""><figcaption></figcaption></figure>

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXcJUUSt3bg8mOLM7Cn3xLdCWkWo9tJW7GX8UD2I89yncqcJYg1yJc2FDA04nPWU5WJQvpsNenMsX-_VPTFIWhTFfTho_plaaLqRUs_eBEorr5guNiE1zeUdpTHvUejWRamOln4Mug?key=KRgQ_4ail54dHZXUquLpIw" alt=""><figcaption></figcaption></figure>


---

# Agent Instructions: 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:

```
GET https://library.zoom.com/business-services/zoom-contact-center/zoom-customer-experience/agent-experience/engagement-handling.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
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.