Call Delegation and Zoom Assistant
Overview
Call delegation allows one phone user (the delegator) to assign another user (the delegate) to make and receive calls on their behalf. This is often used in executive assistant workflows, admin support for busy staff, shared-resource phones, or contact center/shared-line use cases. When paired with Zoom Assistant (the "widget"/panel), delegation becomes more seamless. Delegates can manage calls directly from their desktop, view shared lines, transfer/hold calls, and more.
Requirements & Prerequisites
To use call delegation with Zoom Assistant, both delegator and delegate must have a Zoom Phone license with an appropriate calling plan (Metered, Unlimited, or Pro). Call delegation must be enabled in the Zoom web portal and not locked by admin. Zoom Assistant must be enabled for the user, and the user must be running a supported Zoom desktop app version (Windows or macOS) at or above the minimum version. For shared-line/group/queue scenarios such as common area phones or contact center use cases, additional license add-ons like Power Pack might be required.
For more information on Zoom Phone licenses and calling plans, refer to Zoom’s article on Zoom Phone Licenses, Calling Plans, and Add-ons.
Roles & Terminology
Delegator
The phone user who owns the direct number(s) and gives another user permission to act on their behalf.
Delegate
The user (or common area phone) assigned to make and receive calls on behalf of the delegator.
Shared lines
The delegator’s direct phone number(s) that are accessible to the delegate(s).
VIP Delegation (optional)
A mode where calls from a VIP contacts list can be routed or treated specially, with the delegate responsible for VIP handling.
A delegator can have up to 15 delegates by default, and a delegate can be assigned to multiple delegators (symmetric: up to 15 delegators per delegate by default). Each direct phone number (shared line) can be used by either delegator or delegate depending on who selects it.
How to Set Up Delegation (Web Portal)
Sign in to the Zoom web portal as an admin (or as a phone user, depending on settings) and navigate to Phone System Management, then Users & Rooms (or Phone → Settings for user-level).
Select a user or common area phone, go to User Settings → Delegation & Assistant → Set/Add.
Choose the delegate (user or common area), then click Invite.
Select delegation privileges by checking the appropriate boxes.
Key privileges include:
Place Calls (delegate can call out using delegator's number)
Answer Calls (delegate receives inbound calls to the shared line)
Pick Up Held Calls (transfer by placing on hold and having delegate pick up)
If required, the delegate must accept the invitation to activate delegation (unless forced by admin).
How Delegation Works in Practice: Day-to-Day Use (Desktop/Mobile + Zoom Assistant)
Once set up correctly, both delegator and delegate can select shared lines from the Caller ID/Lines menu before making a call. The delegator sees their number while the delegate sees the delegator's name and shared number.
When making calls, the delegate can make calls on behalf of the delegator by selecting a shared line. During that call, the shared line appears busy for the delegator. For receiving calls, incoming calls to the shared line ring both delegator and delegate (if privileges are set), and either can answer.
For transfers and call handling, the delegator and delegate can place calls on hold, transfer between each other, or merge/transfer depending on privileges. The delegate and delegator share a voicemail inbox and call history for shared lines. Voicemails and history entries display the appropriate "answered by/made by" labels so you know who handled the call.
Using the Zoom Assistant widget, your delegate can manage speed dial, make and receive calls, transfer calls, record calls, view voicemail and history, and perform other call-control actions all without switching away from the desktop.
For more information on the Zoom Assistant, refer to Zoom’s article on the Zoom Assistant.
Optional: VIP Delegation Mode
If your plan supports VIP Delegation (Power Pack add-on required), you can define a list of VIP contacts that can get priority call routing and handling. Delegates can be given permission to manage VIP contacts and have inbound call privileges specifically for VIP contacts. This is useful to support appropriate handling of high-value callers, for example, routed to an executive's delegate or escalated.
Best Practices & Recommendations
Shared line delegation works best when someone else needs full call-handling responsibilities, such as an admin, receptionist, or assistant.
To avoid confusion and simplify tracking, define and limit the number of delegates from the start.
Use clear naming and labeling for shared lines, and train delegates to select the correct line before making calls—this keeps call history and caller ID accurate.
If you're using VIP Delegation, maintain a clean VIP contacts list and review it periodically to ensure priority callers are routed correctly.
Take advantage of Zoom Assistant to streamline these workflows since it reduces app-switching, centralizes call controls, and brings call history and voicemail together in one place.
Troubleshooting & Common Issues
If a delegate isn't receiving calls, verify that the Answer Calls privilege is enabled and confirm the delegate accepted the invitation. When shared lines appear busy or unavailable, double-check that the correct shared line is selected and no conflicting call sessions are active.
For issues with Zoom Assistant not appearing or Phone being unselectable, confirm the user has the appropriate license (including Power Pack if needed), verify the feature is enabled in the web portal, and ensure the Zoom Workplace app is updated and permitted by your admin.
Regarding call recordings or voicemails that appear missing, keep in mind that recordings are only visible to the user who created them. However, call history and voicemail items are shared between delegate and delegator.
For more information on call delegation, refer to Zoom’s support article on using call delegation.
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