Welcome to Artificial Intelligence Documentation.

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December 8, 2025

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Introduction

The AI Bluepaper examines artificial intelligence's expanding influence throughout the Zoom ecosystem. AI continues to redefine how we work, unlocking fresh possibilities for workplace transformation and helping teams accomplish more through intelligent efficiency.

The following pages attempt to bring clarity and structure to AI's many applications across Zoom—from foundational features like Live Transcription to the comprehensive capabilities of AI Companion and Custom AI Companion within the Zoom Workplace app. Throughout, we've included screenshots, real-world examples, security and privacy context, and practical guidance for both users and administrators. You'll also find direct links to our Support Center to streamline learning, activation, and adoption of these features.

Above all, this content is designed to be authentic, transparent, and relevant to your daily work—because that's where transformation happens. Our goal is not only to inform but to inspire, revealing what becomes possible when a unified communications platform places AI at the heart of everything it does.

How to Use this Document

This document is designed to help you understand Zoom's AI capabilities in bite-size chunks that make learning about artificial intelligence easier. Throughout this document, we've organized the information in two main ways:

1. Approaching AI features categorically and topically. AI features and deployment models are grouped in short, clear summaries that demystify complex concepts—always paired with relevant support links when possible.

2. Explanatory headers to save on time. Wherever we can, we’ve used headers that explain themselves—so you don’t have to dig for the point. For example:

3. A title like “Zoom’s AI Deployment Models” signals a broad overview.

4. A more detailed header like

At the end of the day, we know the modern boom of artificial intelligence can seem overwhelming, and we've done our best to organize this information in a way that's clear, practical, and genuinely helpful as you evaluate Zoom's AI capabilities for your business needs. Whether you're an IT administrator trying to understand the technical requirements, a decision-maker evaluating security implications, or someone who just wants to know what AI features are available, the AI Bluepaper is designed to give you the information you need to make confident choices about Zoom's AI platform.

This section provides an overview of core features, dataflows, diagrams, and options for administrating AI Companion.

This pages provides an overview of administrating Zoom AI Companion.

Data Residency, Storage, and Model Architecture

Zoom AI Companion supports a flexible architecture that helps customers align with data residency preferences and service locality requirements. The following sections outline those capabilities and clarifications.

Data is processed regionally when using ZMO or ZM+

For customers outside the U.S., Zoom offers Zoom-Hosted Models Only (ZMO) and Zoom-Hosted Models Plus (ZM+) to align with regional data processing preferences. With ZMO or ZM+ enabled, AI processing is localized to the customer’s selected region.

Third-party models may store or process data in the U.S.

When AI Companion features use third-party models (e.g., Perplexity AI), data may be stored and processed in the U.S., even for customers located elsewhere. This should be considered for regional data residency preferences.

AI Companion does not collect facial or voice data without user consent

Zoom AI Companion does not process or store information such as facial scans or voiceprints without user enrollment and consent through their Zoom account.

This section provides an overview of core features, dataflows that power Zoom AI algorithms.

This section provides technical implementation details, configuration workflows, and strategic practices designed specifically for administrators deploying Zoom solutions.

You'll find step-by-step procedures that streamline complex configurations, troubleshooting resources that accelerate resolution times, and practical examples that demonstrate real-world application scenarios.

Topics within this section connect technical specifications to measurable business outcomes, enabling you to architect solutions, support client implementations, and identify opportunities for feature expansion. Whether you're conducting initial deployments, optimizing existing environments, or evaluating advanced capabilities for your organization, this documentation serves as your definitive resource for successful Zoom product utilization.

The following sections describe Zoom AI Companion features and functionality integrated with Zoom Docs.

Content Generation and Revision

Zoom Docs’ Content Generation and Revision feature assists users in creating and refining documents and tables. When used, AI Companion can offer suggestions for new content, generate summaries, and revise existing content using user-provided prompts. This feature helps enhance productivity by providing contextually relevant ideas, making document creation and editing faster and more efficient.

This feature is especially useful for teams and individuals who need to quickly draft, refine, or collaborate on documents. It helps users streamline the content creation process, especially in fast-paced environments or when revising complex documents. This can benefit project managers, content creators, and professionals working in collaborative teams, helping ensure documents are clear, concise, and aligned with their intended message.

Refer to Zoom’s support center for more information on with AI Companion.

Sentence Completion

Zoom Docs’ Sentence Completion feature assists users by providing predictive writing suggestions while composing content. This feature helps streamline the writing process, offering real-time prompts and completions that keep the flow of ideas intact.

Refer to Zoom’s support center for more information on with AI Companion.

The following section describes Zoom AI Companion features and functionality integrated with Zoom Whiteboard.

Content Generation

Zoom Whiteboard’s Content Generation feature enables users to easily generate ideas, refine existing content, and add visual elements to a whiteboard with AI assistance. By using AI Companion, users can create sticky notes, tables, text, mindmaps, and more—all with a simple prompt. This feature helps streamline the brainstorming process, designed to make it faster and more efficient to visualize and organize ideas.

Refer to Zoom’s support center for more information on Whiteboard Content Generation with AI Companion.

Transcription, Captions, and Translation

The following diagram illustrates how Zoom's transcription services work for both live and recorded transcripts. These artifacts can then power other Zoom features, including AI Companion when enabled.

The following sections discuss various security and compliance components as they pertain to AI Usage at Zoom.

Zoom AI Companion offers several controls that help organizations manage how meeting data is stored, accessed, and shared. These controls are designed to help reduce the risk of unauthorized access, comply with legal obligations, and align with internal security policies. The following sections explain how Zoom handles transcript retention, summary access, legal holds, and admin-managed sharing behavior.

Zoom offers a zero data retention setting for live transcripts

Zoom offers a Zero Data Retention option with respect to Zoom’s retention of the temporary transcript**,**screen shared content via OCR, and in-meeting chat messages used to provide a Meeting Summary. When enabled, these inputs will be deleted by Zoom immediately after the summary is created. If a summary fails to be created it will be retained for up to 24 hours to allow for retries. To enable this feature please reach out to your account team or log a support ticket.

Overview

Zoom Meetings are best experienced through the native Zoom Workplace desktop application, mobile app, or a Zoom Room, but you can also attend a Zoom meeting from the web, as a dial-in user (by calling in to the meeting by phone), or via third-party room devices (Zoom’s Conference Room Connector allows SIP/H.323-based video conferencing devices). This document provides a comprehensive overview of the available settings and in-meeting features you can use to help secure Zoom Meetings against uninvited automated meeting tools.

The Zoom App Marketplace is your resource to access and download applications and integrations that can enhance your meeting or event experience. Among those applications are bots, which, along with certain integrations and third-party services, constitute automated meeting tools. While automated meeting tools are intended to extend and enhance the Zoom Meetings experience, their presence may lead to unwanted data access through the recording of in-meeting media. Many of the following security features have individual user-level controls that empower Zoom users to manage the security of their own meetings, but you will also find several administrator-level configurations that account owners and admins can use to make meetings more secure for your entire account.

This section describes the current limitations of Custom AI Companion. Information provided within this section is accurate as of this document’s publication date, but may change over time. Customers with questions about these limitations or feature availability are encouraged to speak with their Zoom account team for more information.

Custom AI Companion currently only supports the English language

Custom AI Companion features currently support English only, however, Zoom expects to expand the list of supported languages over time. This limitation does not apply to the script-translation abilities of Custom Avatar Clips.

The following pages discuss AI Companion Features:

Introduction

Zoom Phone Short Message Service (SMS) allows users to send and receive text messages using the Zoom Workplace desktop application, Zoom Workplace mobile application, or Zoom Web App. This document provides a comprehensive overview of SMS configuration, along with guidance surrounding administrative controls and capabilities.

Zoom offers a wide range of API endpoints to meet the diverse needs of customers and developers. These APIs enable organizations to seamlessly integrate Zoom’s robust communication features into existing workflows, extend functionality, and build custom solutions tailored to specific business requirements.

Currently, many of AI Companion’s features—such as Meeting Summaries, Meeting Transcripts, and Phone Transcripts—are closely tied to individual Zoom products. As a result, APIs related to these features are accessed through their respective product-specific API endpoints. Except for the ability to archive conversations within the Companion panel, Zoom does not currently provide API access to AI Companion Panel features.

For detailed information on Zoom AI Companion APIs and guidance on getting started, please visit the .

What is Zoom Phone Local Survivability?

Before deploying ZPLS within a network, there are several considerations related to user access, site design, signaling and media, and PSTN integrations that should be considered before deployment. The following pages explore these scenarios. After reading, you can expect to understand the implications of high-level technical design to guide your rollout.

Zoom AI Companion is designed with user privacy and system integrity in mind. The following sections explain how memory is allocated, isolated, and cleared during the lifecycle of each user request—designed to ensure data is not leaked between users or retained in memory unnecessarily.

Each user request runs in an isolated execution thread

To prevent data from leaking across requests, Zoom assigns each incoming user request to a dedicated thread. A thread is the smallest unit of execution in modern computing and includes its own call stack and memory space. This provides that the memory used to handle one user’s request is not accessible to another, even if multiple requests are processed concurrently.

Containerization provides service-level isolation across the platform

While threads isolate memory per request, Zoom also uses containerization to separate entire services. Each AI Companion service runs inside its own isolated container environment, with independent runtime dependencies, configurations, and libraries. This helps ensure consistency across deployments and adds an additional layer of infrastructure-level protection, even though it’s not intended to isolate individual user requests.

Memory is automatically reclaimed after each request completes

Once a thread finishes handling a request, all memory it used is automatically released by the underlying operating system or runtime. This default behavior ensures that memory does not persist beyond the lifecycle of the request, reducing the risk of residual data lingering in memory.

Secure coding practices further reduce residual memory risks

Zoom engineers follow secure development best practices to proactively minimize memory-related risks:

• Temporary data structures are cleared once they’re no longer needed.

• User-specific data is not stored in global or static memory.

• Languages and frameworks with automatic memory management and garbage collection are leveraged to ensure memory is reliably reclaimed by the system.

Together, these layered practices—thread-based execution, containerized service isolation, automatic memory release, and disciplined secure coding—help ensure that memory in Zoom AI Companion is managed responsibly, securely, and in alignment with enterprise-grade expectations for user data protection.

Zoom AI Companion is powered by a combination of proprietary and third-party large language models (LLMs), designed to provide contextual intelligence across Zoom’s products. The following sections describe Zoom’s practices for training data, hallucination management, and system performance tuning.

Zoom does not use customer content for model training

Zoom does not use communications-like customer content—such as audio, chat, screen share, whiteboards, or reactions—for training any Zoom or third-party models.

Zoom trains its models using:

• Public domain data

• Purchased third-party datasets

• Zoom-created training materials

Zoom reviews the datasets to determine whether they were obtained lawfully and whether the license is applicable to Zoom’s proposed use. Note that we also use third party model providers, such as OpenAI and Anthropic, as part of our federated model. Please refer to any information they provide on training data.

Generative AI may hallucinate

As with any generative model, AI Companion may generate outputs that are factually incorrect or irrelevant (hallucinations). Zoom recommends reviewing outputs carefully. Zoom reduces hallucinations by:

• Testing models against real use cases

• Improving context via retrieval-augmented generation (RAG)

• Enhancing language support with translation pipelines (e.g., English-to-Spanish)

AI Companion performance is monitored and tuned

Zoom regularly monitors model performance, tracks quality metrics, and updates internal systems to improve accuracy and transparency. While explainability is limited by model design, performance regressions are addressed through testing and update cycles.

Zoom is committed to developing Al responsibly, with security and privacy at the core of the generative Al capabilities it provides to its customers. Zoom recognizes that generative Al presents an evolving set of risk considerations for its customers, and the company is committed to prioritizing transparency and customer choice as it brings generative Al features to market.

To learn more about Zoom’s responsible AI practices and data handling, see the AI Companion Security and Privacy Whitepaper and the Zoom Privacy Statement.

Managing and Assigning User Licenses for Zoom AI Companion and Custom AI Companion

This section outlines the options available for account administrators to manage and provision licenses for Zoom AI Companion. Administrators can assign and control user access through automated provisioning methods, such as single sign-on (SSO) with SAML or SCIM, as well as through manual assignment via the Zoom web portal. Details of each method are provided in the following sections.

AI Companion

Zoom AI Companion is included with any paid Zoom license (e.g., Zoom Meetings, Zoom Phone, etc.). However, user access can be controlled at the account or user-group level, enabling administrators to selectively enable or restrict AI Companion features across their organization.

License Assignment Methods

Administrators have multiple methods available to assign licenses and control access to AI Companion and Custom AI Companion features. These include automated provisioning methods (SAML and SCIM) and manual assignment via the Zoom web portal.

Single Sign-On Provisioning (SSO)

Accounts utilizing single sign-on (SSO) can streamline user management by automatically assigning licenses through either SAML (Security Assertion Markup Language) response mapping or SCIM (System for Cross-domain Identity Management).

SAML

SAML-based provisioning allows automatic assignment of the following:

• Zoom AI Companion access (controlled by paid license status and group/account-level access)

• Custom AI Companion add-on license

User entitlements and assignments automatically update each time the user authenticates via SSO, based on configured response mappings from the identity provider.

SCIM

SCIM-based provisioning dynamically synchronizes user assignments and entitlements from your identity provider to Zoom. SCIM supports automatic assignment of:

• Zoom AI Companion (controlled by paid license status and group/account-level access)

• Custom AI Companion add-on license

For more information on provisioning users over SCIM, refer to the Zoom App Marketplace for a and options.

Manual Assignment via Zoom Web Portal

Administrators can manually manage licenses and entitlements directly through the Zoom web portal using individual user editing or bulk editing via CSV file uploads.

Individual User Assignment

The Zoom web portal interface enables administrators to individually assign licenses and entitlements. Admins can manage:

• Standard AI Companion access through paid license verification and user group configurations

• Custom AI Companion Add-on licenses

For more information on this process, refer to Zoom’s support center article on .

CSV Bulk Upload

For larger user groups, CSV bulk uploads enable administrators to simultaneously assign licenses and manage entitlements. When provisioning users via CSV uploads, administrators can define:

• User access to standard AI Companion (based on group membership)

• Custom AI Companion Add-on license assignments

For more information on this process, refer to Zoom’s support center article on .

Virtual Background Generation

Zoom’s Generative AI Virtual Background feature allows users to create custom AI-generated backgrounds for their meetings without the need for manual image selection or uploads. By leveraging generative AI, users can quickly generate unique and professional virtual backgrounds tailored to their preferences, enhancing their on-screen presence with minimal effort. Users simply input text, which is transformed into an image output through Zoom’s fine-tuned, internally-hosted model.

When AI Companion processes the user's input, the algorithm converts the request into patterns—called embeddings—that correspond to elements of the request. These embeddings convert the meaning of words into the mathematical format that the algorithm uses to generate images, essentially turning human language into machine-readable instructions for creating visual content. After, the system then introduces "noise" to the canvas, which establishes a baseline for the image.

The Stable Diffusion model then begins its iterative refinement process, gradually removing the noise while using the text embeddings as guidance. Through multiple steps, the algorithm transforms the random static into recognizable features, with each iteration bringing the image closer to matching the original request. This step-by-step denoising approach allows AI Companion to create images by making small, controlled improvements at each stage until the final visual output emerges.

Before delivering the image to the user, the system processes it through a third-party moderation service, which analyzes the generated content to help avoid offensive images, then the image is returned back to the user’s Zoom Workplace app.

Refer to Zoom’s support center for more information on and use AI Companion’s generation feature.

Events Compose

The Events Compose feature helps users quickly generate content for event-related areas, including descriptions, session details, speaker bios, and lobby announcements. By providing context or a prompt, users can receive AI-generated text suggestions that match their style and tone.

Refer to Zoom’s support center for more information on Events Compose with AI Companion.

Image Generation

Zoom Events’ Image Generation feature allows event hosts to create custom images for their events using AI. This includes generating images for event headers, session images, expo images, and more. Users can enter specific prompts, choose from AI-suggested styles, and set image ratios (landscape, portrait, square). Once generated, images can be previewed and applied directly to the event, enhancing the visual appeal of the event without the need for external design tools.

Refer to Zoom’s support center for more information on with AI Companion.

Email Compose

Zoom Events’ Email Compose feature helps users create email content for event communication quickly. By inputting prompts, users can generate email bodies, subject lines, and call-to-action text tailored to their needs. This feature allows event hosts to draft and refine emails more efficiently, helping ensure messages are contextually relevant and aligned with the event’s tone.

Refer to Zoom’s support center for more information on with AI Companion.

Chat Compose

Zoom Events’ Chat Compose feature allows users to quickly craft professional and contextually-aware responses within an event’s lobby. This is especially useful for maintaining dynamic engagement in large events, where quick and appropriate responses are needed to keep discussions flowing or provide guidance or direction.

Refer to Zoom’s support center for more information on with AI Companion.

The following sections describe Zoom AI Companion features and functionality integrated with Zoom Team Chat.

Team Chat Compose

The Team Chat Compose feature uses AI to assist users in drafting messages more efficiently. By analyzing the context of ongoing conversations, it can offer suggestions that adjust tone, provide topic prompts, or modify message length, helping ensure communication is both effective and aligned with the intended message. Chat Compose can also rewrite drafted messages, changing the tone and content to match the user’s preference, such as making a message more professional, or casual, depending on the user’s preference.

Refer to Zoom’s support center for more information on with AI Companion.

Thread Summary

Zoom Team Chat’s Thread Summary feature allows users to quickly catch up on important conversations by providing an AI-generated summary of all messages within a thread. This summary highlights key points, decisions, and action items discussed within the thread, making it easier for users to stay informed without having to read through each individual message.

With this feature, users can save time and efficiently stay up to date, especially in active threads with many participants. It’s particularly useful for teams managing multiple conversations or for new team members who need to get up to speed quickly.

Refer to Zoom’s support center for more information on with AI Companion.

Quick Schedule

Zoom Team Chat’s Quick Schedule feature allows users to schedule meetings directly from the chat interface with just a few clicks. By integrating with the Zoom calendar, it automatically suggests available times based on participants’ schedules, streamlining the process of setting up a meeting without having to leave the chat.

This feature is particularly useful for teams that need to coordinate meetings quickly, eliminating the back-and-forth of finding an available time slot. With Quick Schedule, users can instantly create and share meeting invites, making it easier to schedule impromptu meetings or follow-ups without interrupting the flow of conversation.

Refer to Zoom’s support center for more information on with AI Companion.

Sentence Completion

Zoom Team Chat’s Sentence Completion feature assists users by offering AI-generated suggestions to finish sentences as they type. The feature predicts the most likely continuation of a message based on the context of the conversation, helping users write more efficiently and maintain a consistent flow in their communication.

In the following screenshot, the suggested sentence completion text is highlighted within the box.

Refer to Zoom’s support center for more information on with AI Companion.

Document Summary

Team Chat includes built-in summarization for shared text files and Zoom Docs links, allowing users to quickly understand document contents without leaving the chat interface. When a file is shared in a conversation, it appears as an attachment card. By hovering over the attachment and selecting the AI Companion button, it automatically generates a concise overview of the document’s key points.

The summary appears directly within the chat, giving users an at-a-glance understanding of the material without needing to open, download, or process the file separately. This integrated approach streamlines collaboration by keeping context and comprehension in one place.

Refer to Zoom's support center for more information on

This section provides an overview of Custom AI Companion's general dataflow diagrams.

Custom Meeting Summary Templates Architecture

The following diagram outlines typical dataflows for Custom AI Companion’s Custom Meeting Summary Templates under Zoom’s federated approach.

Custom Dictionary Architecture

The following diagram outlines a typical dataflow for a Custom Dictionary applied to a meeting’s transcript to generate a meeting summary under Zoom’s federated approach.

Custom Avatar Architecture

The following diagrams outline typical dataflows for using Custom AI Companion’s Custom Avatars feature under Zoom’s federated model.

Avatar Creation

The following diagram outlines the process for creating a custom avatar without generating a clip.

Clip Creation

The following diagram outlines the process for creating a clip using a pre-existing avatar.

Knowledge Base Architecture

The following diagrams outline typical data flows for Knowledge Bases with Custom AI Companion under Zoom’s federated approach.

Direct Data Uploads

Web Sync

Third-Party Cloud Storage

Third-Party Index

AI Companion Third-Party Integrations Architecture

The following diagram outlines typical dataflows for using Custom AI Companion with third-party integrations under Zoom’s federated approach.

The following sections describe Zoom AI Companion features and functionality integrated with Zoom Recordings.

Smart Recording

For cloud recorded meetings or clips, Smart Recording enhances meeting recordings by automatically generating a structured summary, highlighting key moments, and identifying action items without requiring manual review from a user. Using the recording’s transcript, Zoom AI Companion creates searchable, time-stamped highlights, making it easy for users to navigate and review important content.

With this feature, users can quickly find relevant information without watching the entire recording, saving time and improving efficiency. This is particularly beneficial for teams managing multiple meetings or for participants who were unable to attend. Smart Recording also allows users to access AI-generated chapters, summaries, and speaker insights, providing a streamlined way to catch up on discussions and next steps.

The following image provides an example of these features, detailing chapters, highlighted moments, etc.

Refer to Zoom’s support center for more information on with AI Companion, and Zoom’s YouTube channel for a .

Voice Recorder

The Voice Recording feature brings the power of AI Companion to in-person conversations—letting users capture, transcribe, and summarize live discussions directly within the Zoom Workplace mobile app. Ideal for on-site training or a face-to-face client meeting, users can record high-quality audio and automatically generate transcripts and AI summaries similar to those generated from meetings and phone calls.

Each recording generates a complete set of documentation assets: the original audio file, a searchable transcript with speaker labels, and an AI-generated summary that surfaces key themes, decisions, and action items. These assets automatically tie into Zoom Workplace, making it easy to revisit details, share context, and transition from conversation to follow-up.

Refer to Zoom’s support center for more information on with AI Companion.

Introduction

This document is designed to provide readers with a general overview, description, and understanding of Zoom Phone — Zoom’s cloud-based telephony service. Within this document, readers will be presented with a wide range of features available with Zoom Phone, insights into the service's functionality, and information to help set up a new account, including their network environment. While this document aims for thorough coverage, it does not encompass every available feature, as the Zoom Phone team continues to innovate and release new features regularly. Readers with questions are encouraged to speak with their account or sales team for any inquiries related to this product to help ensure a tailored understanding of what Zoom Phone can provide your business.

How to Use this Document

This document is designed to provide you information in bite-size chunks that makes learning a new product easier. Throughout this document, we have done this in two ways:

1. Summarizing explanatory content within the headers, when possible.

2. Listing Zoom Phone’s features and experiences categorically, with small, helpful summaries that break content down into simple concepts, complete with links to relevant support articles.

For example, on the Zoom Phone Overview page you will read that, “Zoom Phone offers three primary service offerings: Native, BYOC Cloud Peering, and BYOC Premises Peering.” The purpose of this header is to provide you with the information up front, so you know the general idea of what you’re reading without requiring you to decipher several paragraphs of text.

In other places, we’ve followed a topical approach, because some features are a little too nuanced to easily summarize in a bite-size header of text. For example, Zoom Phone features like “Auto Receptionists,” “Zoom AI Companion,” and “Security Standards” are listed topically in an effort to make locating them and their relevant content easier. Consequently, when you read the next header, “Zoom Phone Native”, you know that you’re reading about that service offering, and any other important distinctions relevant to it.

At the end of the day, we want this document to be clear, helpful, and informative to you, the reader. For that reason, we’ve included illustrations, recommendations, notes, a few cautions, and many, many links to our support center, so you can always have the most recent instructions for each relevant feature. With that said, we hope this document is invaluable to you as you consider and explore Zoom Phone for your business needs.

As an alternative to cloud peering, Zoom Phone also supports a Bring Your Own Carrier (BYOC) premises peering (BYOC-P) service model, where a business connects their on-premises hardware—specifically, a session border controller (SBC) connected to a carrier—with Zoom Phone's cloud PBX system.

With this service model, businesses continue to have access to Zoom Phone's cloud PBX features, like Call Queues, Auto Receptionists, number assignment, etc., while the underlying PSTN connections are handled by the company's chosen provider. This service model is nearly identical to Zoom Phone's Cloud Peering model (BYOC-C), with the exception that the customer provides and maintains their own supported SBC to peer with Zoom Phone's data centers, instead of the underlying carrier.

With premises peering, service areas are determined by the customer's chosen telephony service provider

Unlike the Zoom Phone Native and cloud peering services, which contain general lists of serviceable countries and territories, premises peering service areas are determined by the customer's chosen telephony service provider. Businesses are encouraged to consult with their chosen telephony provider to ensure their coverage will meet their business needs.

Zoom Phone Premises Peering Network Design

Ask Questions

Zoom Hub allows users to ask Zoom AI Companion questions about files directly from Hub, without opening or manually searching through each document. When a file is selected from the Zoom Hub file list, users can ask AI Companion to retrieve specific information, create summaries, or pull out insights from that file.

This capability supports a wide range of file types, including Data Tables, Docs, Summary Docs, Meeting Agendas, Meetings, Whiteboards, Clips, and Recordings. Users can also reference Zoom Hub files directly from the AI Companion side panel by using a slash ( / ) to insert and access file content seamlessly.

By enabling direct question-and-answer interaction with stored content, this feature helps users locate key details and surface relevant information faster—reducing the need to manually review entire files.

Zoom Tasks helps users stay organized by capturing action items, follow-ups, and priorities directly within the Zoom Workplace desktop app. Integrated with Zoom AI Companion, it can automatically generate tasks from meeting summaries, turning discussions into clear, trackable action items. Tasks can be assigned to others or self-assigned, helping to ensure accountability and follow-through. By keeping AI-generated tasks linked to their original conversations and meetings, Zoom Tasks streamlines workflow management, making it easier to stay on top of responsibilities.

Refer to Zoom’s support center for using Zoom Tasks with AI Companion.

Introduction

Zoom Phone is a cloud-based telephony service that is dependent on internet provider connectivity to Zoom’s data centers to operate. However, maintaining telephony services in the event of an internet service failure or a service impacting event is critical for business continuity and operations. To address this, Zoom offers the Zoom Phone Local Survivability (ZPLS) module as a Zoom Node workload to provide telephony resiliency in the event of an internet outage.

During a survivability event, users register to the ZPLS module, which provides basic telephony services — like internal calling — until full service can be restored. Customers can expand this functionality by integrating the ZPLS module with an on-premises private branch exchange (PBX) system or a customer-provided carrier (BYOC) to route calls across the public switched telephone network (PSTN).

When integrated with an SBC, businesses have the best of both worlds: the simplicity and ease of a cloud-managed phone system, with the survivability and resiliency of on-premises infrastructure when the unforeseen occurs. With ZPLS, businesses can comfortably deprecate most legacy, on-premises telephony appliances and migrate to a cloud-based phone system with confidence.

To that end, this guide provides a comprehensive overview and deployment flow to the ZPLS module, including product installation and deployment, design and implementation considerations, feature support, use cases, and more.

How to Use This Guide

This guide is designed to provide you information in bite-size chunks that makes learning a new product easier. Instead of offering long, tedious paragraphs packed full of information, we have broken content down into shorter summaries, with elaborations in the body for additional information or context.

For example, you will read that, “ZPLS is an on-premises virtual appliance that supports internal phone calls between users in a common site when Zoom data centers are unreachable.” If that statement makes sense to you on its own, you can feel free to skip the text underneath the summary and move onto the next, where you will read, “ZPLS also supports cross-site calling when ZPLS appliances and their associated sites are connected through a common network.”

When you combine these summaries, the bigger picture begins to form:

• ZPLS is an on-premises virtual appliance that supports internal phone calls between users in a common site when Zoom data centers are unreachable.

• ZPLS also supports cross-site calling when ZPLS appliances and their associated sites are connected through a common network.

If these summaries provide you enough information to understand the product—great! But if you want to know more, there’s additional context and information available underneath each summary.

The full list of pages within this guide follow below and can be visited out of order, if you know which specific content you're looking for:

The following sections describe Zoom AI Companion features and functionality integrated with Zoom Contact Center.

Consumer Sentiment Analysis

Zoom Contact Center’s Sentiment Analysis feature provides real-time insights into customer sentiment during messaging and voice interactions. Using AI, it continuously evaluates conversation transcripts to gauge consumer sentiment throughout the engagement.

This feature is particularly useful for customer support teams, helping agents identify and respond to shifts in sentiment as conversations evolve. By recognizing positive, neutral, or negative language, agents can adjust their approach to improve customer experience and engagement.

Zoom Contact Center’s default sentiment analysis model—distinct from the one used in Zoom Quality Management—evaluates sentiment based on the consumer’s

Information contained within this section is derived from the . Copies of information from this document are provided within this document for convenience; however, customers are encouraged to refer to the webpage for the most current information. For your convenience, notable, frequently-requested information is provided below.

Data Usage

Zoom does not use any customer audio, video, chat, screen sharing, attachments, or other communications-like customer content (such as poll results, whiteboard, and reactions) to train Zoom’s or its third-party artificial intelligence models.

Zoom AI Companion features must use certain content to provide the service.

Visit the Zoom App Marketplace for app analytics and management

Account administrators have visibility into what automated meeting tools are installed and how they’re utilized by their account users through the analytics provided in the App Marketplace. Admins can see an activity log for each automated meeting tool, including:

• which users are pre-approved to use the tool

There are multiple that can be used if an uninvited automated meeting tool, dial-in user, or third-party room device joins your meeting. See the following options for managing, removing, and reporting uninvited meeting participants.

Lock your meeting

When a Zoom meeting is locked, no new participants can join, even if they have the meeting ID and passcode. To lock a meeting, click the Security icon at the bottom of your Zoom window and click the Lock Meeting option. The meeting can also be unlocked if new participants need to be added.

System Requirements

Zoom Phone SMS is supported on the Zoom Web App, Zoom Workplace desktop application, and the Zoom Workplace mobile application. Desktop users must be on a Windows, Mac, or Linux operating system, and mobile application users must be on an iOS or Android device.

Zoom has provided the following whitepapers and legal resources to assist customers with understanding compliance requirements, implementing security protocols, evaluating data handling practices, and making informed technology adoption decisions across AI Companion services and platform-wide legal obligations.

AI Companion Security and Privacy Whitepaper

The describes Zoom AI Companion's security and privacy features, third-party subprocessors, and data handling practices.

ZPLS is an on-premises virtual appliance that can connect internal phone calls between users in a common Site when Zoom data centers are unreachable

The ZPLS module is an on-premises appliance that allows users within the same Site, connected by a common network, to place phone calls to each other when Zoom data centers are unreachable. This creates a survivability solution for business continuity in the event of a network outage or your network disconnects from Zoom Phone data centers.

Custom AI Companion Overview

Custom AI Companion enables businesses to customize Zoom AI Companion for their specific operational needs

Zoom Phone is not a cell phone replacement

Zoom Phone Native numbers and numbers that are ported into Zoom Phone are almost always considered Voice over IP (VoIP) phone numbers and may have different capabilities compared to numbers classified as mobile-only within certain countries.

For instance, two-factor authentication providers may not support VoIP phone numbers. Consequently, if a mobile number associated with two-factor authentication is ported into Zoom Phone, the user may no longer be able to approve authentication prompts. Additionally, Zoom Phone requires a data connection, e.g., Wi-Fi or 4G/5G, to make and receive calls from a mobile device. Users cannot make a cellular signal-based phone call without an existing data connection.

The Zoom Assistant is a lightweight widget that runs on a user's desktop as an extension of the Zoom Workplace app, offering Zoom Phone Pro and Licensed users a consolidated phone interface.

With docking capabilities, the Zoom Assistant remains hidden when not in use, and extends when hovered over with a cursor or when there's an active call. This compact design grants users full use of their desktop space while working, allowing them to minimize the Zoom Assistant panel when it's not in use.

With this always-available tool, users can simplify their workflows and processes in conjunction with virtually any other application, granting flexibility and ease of use. Core features of the Zoom Assistant include:

The following personas illustrate how AI Companion redefines work across the Zoom Workplace platform. While the characters are imagined, the challenges they face and the decisions they make reflect real-world demands faced by professionals in HR, sales, customer support, and small business leadership. From multilingual onboarding and automated follow-ups to strategic content creation and live customer escalations, each story shows how AI Companion embeds intelligence into the rhythm of work—minimizing manual effort, accelerating execution, and freeing users to focus on what matters most.

Each persona profile includes an overview of the role, core pain points, relevant AI Companion and Custom AI Companion features, a day-in-the-life narrative, and a clear summary of how AI transforms their workday from reactive execution to proactive impact.

In the end, these personas offer a glimpse into something far greater than productivity gains: they show what becomes possible when artificial intelligence is deeply woven into a unified platform for communication and work. With Zoom’s business platform spanning Meetings, Phone, Team Chat, Docs, Contact Center, Tasks, Whiteboard, and more, this isn’t about bolting on AI as a trend—it’s about building intelligence into the core. By placing AI at the center of how people meet, message, create, and act, Zoom is redefining how work gets done.

Network Connectivity Test Tool

The Zoom Workplace desktop app for Mac and Windows includes a built-in Network Connectivity Test Tool that can confirm a user’s device can successfully communicate with Zoom Phone’s data centers.

Zoom Phone

Zoom Phone supports the following AI Companion features that can simplify user workflows and help save time. These features are described in the following sections.

Call Summary

Zoom Phone’s Call Summary feature provides AI-generated post-call summaries that capture key details such as dates, names, discussion points, and action items. When enabled, the Zoom user who enabled the feature will receive an automatic summary within the Zoom Workplace app, allowing them to review essential information without manually taking notes.

This feature is particularly useful for sales teams, customer support agents, and professionals handling frequent calls, helping ensure important details are documented and easily accessible. Users can also edit, email, or share summaries as needed to streamline follow-ups and maintain clear communication.

Refer to Zoom’s support center for more information on with AI Companion.

Voicemail Prioritization

Zoom Phone’s Voicemail Prioritization feature helps users manage voicemail more efficiently by automatically identifying and prioritizing messages that match a user’s predefined topics or intents. This helps ensure that critical or time-sensitive messages are surfaced first, allowing users to respond more quickly to high-priority communications.

This feature is especially beneficial for professionals who receive a high volume of voicemails, such as customer service representatives, sales teams, and executives, helping them focus on urgent matters without manually sorting through their inbox.

Refer to Zoom’s support center for more information on with AI Companion.

Voicemail Tasks

Zoom Phone’s Voicemail Task Suggestions feature helps users stay organized by analyzing voicemail content and automatically suggesting tasks based on key details. This allows users to quickly identify action items, making it easier to manage follow-ups and stay on track, especially when handling a high volume of messages.

This feature is particularly useful for professionals who rely on voicemail for client communications, such as sales representatives, customer support teams, and executives. By streamlining task management, it helps users respond efficiently and stay productive.

Refer to Zoom’s support center for more information on with AI Companion.

Team SMS Thread Summary

Zoom Phone’s Summarize Team SMS Threads feature allows Call Queue and Auto Receptionist members with the Power Pack add-on to generate AI summaries of Team SMS conversations. This helps users quickly understand ongoing discussions and craft appropriate responses without having to review entire message histories.

This feature is particularly useful when following up on lengthy SMS exchanges or transferring conversations to another agent, helping ensure seamless communication and continuity in customer support or team collaboration.

Refer to Zoom’s support center for more information on with AI Companion.

Create a Zoom Doc from Call Summary

Users who complete a Zoom Phone call with AI Companion enabled can easily generate a Zoom doc containing a structured call summary once the call concludes. After each eligible call, users can press the Open summary in Docs button to create a document that automatically includes AI Companion–generated insights such as call summaries, next steps, and action items.

This capability removes the need for manual transcription or note-taking. The resulting document is titled “Call Summary with [User]” or “Call Summary with [Number]” when the contact is not recognized, enabling consistent organization across call records.

Refer to Zoom's support center for more information on Zoom docs.

Call Questions

When AI Companion is enabled during a Zoom Phone call, users can engage with it in real time to ask context-aware questions about the ongoing call or afterward about the completed conversation. AI Companion analyzes the live transcript to surface relevant details, allowing users to clarify or retrieve information without searching manually.

For example, if a caller mentions a specific date, time, or event detail, the user can simply ask, “When did they say the event is happening?”, and AI Companion will reference the transcript to provide a prompt, accurate response.

This capability enhances understanding during or after the call, helping users stay focused on the conversation while still capturing and recalling critical details with ease.

Refer to Zoom's support center for more information on with AI Companion.

The Phone tab in the Zoom Workplace app serves as the main location to utilize Zoom Phone for both mobile and desktop users. From the Phone tab, users can make and receive calls, view call history, access voicemail, view shared lines, and send SMS/MMS messages.

Making Calls

After opening the Phone tab, users can make outbound calls using the dialpad, searching by name or contact or typing in the phone number. When typing or searching by name, internal and external user contacts will automatically display and filter as the criteria narrows based on user input. Additionally, if a user is assigned more than one line—like they would with Call Delegation, a Shared Line Group, or Call Queue—they can select their outbound caller ID before making the call.

Live Call Menu

While a call is live, users can access a variety of call menu options, including:

Zoom Workplace App Call History

From the History tab, users can review their recent call history, including the ability to filter their history by several criteria, including missed calls, recorded calls, or calls from a specific line.

Voicemail & Videomail

From the Voicemail tab, users can access their voicemail and videomail messages, including the ability to filter their messages marked as read, for follow up, or messages received on a specific line.

Additionally, when viewing a message, users can see transcriptions, AI-generated tasks (if enabled), and other general call information.

Lines

From the Lines tab, users can see shared phone lines they have access to, such as phone numbers associated with Call Delegation or a Shared Line Group.

SMS / MMS

From the SMS tab, users with a sufficient can send and receive text messages to individuals or up to 10 numbers at once. Users with a Zoom Phone Power Pack add-on can also send text messages from a Call Queues' or Auto Receptionist's phone number if .

Refer to Zoom's support center for more information on .

Live Transcription

Zoom's Live Transcription feature serves as a core technology that enables many features of Zoom's comprehensive suite of AI workplace solutions, including many features of AI Companion. By converting real-time audio into structured, searchable text data, Live Transcription creates the foundational layer that powers intelligent meeting summaries, automated action item extraction, sentiment analysis, and advanced collaboration workflows across the entire Zoom Workplace ecosystem.

When Live Transcription is enabled, live audio from sessions such as meetings, webinars, or phone calls is transmitted into Zoom's automatic speech recognition service, which converts the speech-to-text and distributes the dynamic transcript to applicable participants' Zoom Workplace apps. Participants can view the transcript in real-time, access segments through closed captioning, or leverage AI Companion to ask live, in-meeting questions. After the session ends, if the transcript is retained, it can be utilized further by AI Companion for transcript-dependent features like Meeting Summaries, post-meeting queries, and context-aware follow-ups, etc.

Live Transcription operates independently of large language models, relying instead on Zoom's automatic speech recognition technology to convert audio to text. However, the structured text output generated by Live Transcription serves as critical input data for large language models that power AI Companion's advanced features, enabling these models to analyze conversation content and generate intelligent insights.

Refer to Zoom’s Support Center for more information on how Live Transcription powers features like AI Companion’s and , as well as non-AI Companion features such as .

Local Live Transcription

As of Zoom Workplace app version 6.5.3, users can now access local, on-device live transcription that processes audio directly on their device, instead of using cloud-based processing. While this option is designed to provide enhanced privacy and reduced latency, transcripts generated through local processing cannot be utilized by AI Companion features, which require cloud-based transcript data to function.

Live Translation (Captions)

Zoom's Live Translation feature operates as an extension of the Live Transcription feature, where the original live transcript serves as the foundation for the translation process. The live transcript data is transmitted from the Live Transcription module to Zoom's live translation module, which processes the transcript in the detected source language and translates it into the user-requested target language(s). The translated transcripts are then returned to the live transcription service, which distributes the localized content to meeting participants through their Zoom Workplace apps, enabling real-time multilingual communication without interrupting the natural flow of conversation.

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

Personalized Audio Isolation

Personal Audio Isolation leverages a user’s voiceprint to differentiate their voice and suppress background noise, even in open environments. Users authorize Zoom to create a voiceprint, which captures the unique characteristics and nuances of their voice patterns. The user can also choose to upload a recording of their voice. The user’s voiceprint enables Zoom to intelligently filter and isolate the user's voice from ambient background audio detected by their microphone. The technology effectively suppresses environmental sounds such as coffee shop chatter, vacuum cleaners, barking dogs, or conversations from other people within microphone range, helping ensure that only the user's voice is prominently transmitted.

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

The following sections describe Zoom AI Companion features and functionality integrated with the Zoom Mail Client.

Email Compose

Zoom’s Email Compose feature helps users draft emails more efficiently by providing AI-generated suggestions. Users can input a draft or prompt, and AI Companion generates contextually relevant content based on the email thread or specific user inputs. This feature allows users to create emails quickly, while helping ensure their responses align with the conversation’s tone and context.

Using this feature, users can streamline the email composition process, helping to save time and improve productivity. This feature is especially helpful when responding to existing threads or crafting new messages, as AI Companion’s suggestions help maintain clarity and consistency in communication.

For example, the following image demonstrates a prompt and output to thank Paxton for his work in launching a customer loyalty program.

In addition to generating initial emails, AI Companion’s Email Compose feature can also generate a response to received emails. In this context, users do not write a prompt, instead, they click the AI Companion logo in the response, and AI Companion automatically generates a reply based on the message’s content.

For example, if replying to an email, clicking the AI Companion icon within the email reply box can automatically generate a contextually-relevant reply, saving the user time.

Refer to Zoom’s support center for more information on with AI Companion.

Summarize Email

AI Companion can generate concise summaries of emails directly within the Zoom Workplace app, helping users quickly understand the main points of long or complex messages. When viewing an email, users can select AI Companion’s Summarize button to open the AI Companion panel alongside the message.

Once executed, AI Companion automatically analyzes the email and produces a clear, structured summary within the panel—highlighting key details, decisions, and next steps. This allows users to grasp the essential context at a glance without reading the full message or switching between applications.

Artificial Intelligence at Zoom: An Overview

Artificial Intelligence is rapidly evolving and becoming an integral part of everyday life, powering everything from large and small language models to specialized algorithmic functions. While generative AI enables seamless interaction between humans and machines for content creation, problem-solving, and decision-making, AI also exists in more specialized applications. Automation tools streamline workflows, while services like transcription and translation break down communication barriers, making collaboration more efficient and accessible. As AI continues to advance, its applications are transforming industries by enhancing efficiency, accuracy, and innovation, fundamentally reshaping the way businesses operate.

Given AI’s expanding role in the modern workplace, the AI Bluepaper serves as a detailed guide to AI features within the Zoom platform. By exploring some of Zoom’s key AI deployments, functions, and capabilities, it provides businesses with the insights needed to harness AI effectively—helping streamline workflows, enhance collaboration, and drive greater productivity across teams.

The Zoom AI Companion Panel is a seamless, AI assistant directly into the Zoom Workplace desktop app, designed to support users throughout their workday by helping them stay organized, informed, and efficient. Whether scheduling meetings, preparing for discussions, retrieving key information, or crafting follow-up messages, the Companion Panel acts as a centralized hub for AI-driven productivity.

To provide meaningful examples of the capabilities of the AI Companion Panel, most examples in the following sections follow a user coordinating the launch of a loyalty program sign-up for the grand opening of an eco-friendly luxury clothing store.

Refer to Zoom’s support center for more information on within the Zoom Workplace app. For information on the dataflows for these features, refer to the AI Companion Diagrams and Dataflows page.

In-App Contextual Awareness

This document provides an overview and introduction to the Zoom Mail and Zoom Calendar Clients, not to be confused with the Zoom Mail and Calendar Services. The Zoom Mail and Calendar Clients specifically refer to the in-client user interfaces for managing a user’s email and calendars, and does not apply to Zoom’s calendaring and email infrastructure or service.

What Is It?

The Zoom Mail and Calendar Clients bring supported email and calendar accounts into Zoom Workplace desktop and mobile apps.

Zoom Phone supports various integrations for enhanced functionality and user workflow efficiency. Although the following list is not exhaustive, some of Zoom Phone's most popular integrations are briefly outlined in the following sections.

Salesforce

Integrating provides Zoom Phone users with seamless communication and collaboration natively within the Salesforce environment.

This integration empowers administrators to automate the logging of call activities and details into Salesforce records, providing a comprehensive view of interactions and contact touchpoints. Additionally, users can initiate Zoom Phone calls within the Salesforce application, using features like click-to-dial, call pop-ups, and access to recent call history. Taken holistically, this integration reduces the need for context switching between programs, enhancing user workflows and productivity.

Zoom’s Professional Services and Certified Channel Partners

Zoom’s Professional Services Organization (PSO) and certified channel partners offer businesses assistance with transitioning to Zoom solutions, including Zoom Phone. These groups can help businesses assess their transitional needs, develop and implement deployment plans, and provide on-site technical services during the Go-Live process.

With multiple tiers of service available, Zoom’s PSO team can help transitioning Zoom Phone customers with the following services:

Introduction

This document is designed to provide readers with a comprehensive understanding of Zoom Phone's number porting capabilities across all supported regions. Number porting allows you to move your existing numbers from your current provider to Zoom Phone or Contact Center, maintaining the numbers your customers already know while transitioning to Zoom's cloud-based telephony platform.

Understanding the porting process is essential for maintaining business continuity while transitioning to Zoom's platform. Each region has distinct requirements, documentation needs, and activation windows that must be followed precisely to ensure successful number transfers. This guide covers the porting process across North America, Latin America, EMEA, and APAC regions, along with post-porting number management and troubleshooting common issues that may arise during the process.

Need assistance? Visit our for porting activation times, timeframes, and solutions to common issues.

The following security features allow meeting hosts to view and manage the participants that have joined or are attempting to join a meeting. These participants may be joining as automated meeting tools or dial-in users, or via third-party room devices, Zoom Rooms, or the Zoom client. Unlike apps using Zoom Realtime Media Streams, third-party automated meeting tools that join as participants will also be visible in the following security features.

Enable Waiting Room

is a virtual staging area that stops participants from joining a meeting until you, the meeting host, are ready to start the meeting. Waiting Room is an effective way to screen who is trying to enter your meeting and keep uninvited automated meeting tools, dial-in users, or third-party room systems out. Uninvited participants can be identified in the Waiting Room and removed before they join the meeting.

The Waiting Room can be viewed by clicking the Participants icon while in a Zoom Meeting. This list will show which participants are in the Waiting Room and which participants have been admitted to the meeting. The host or co-host(s) can admit users one by one or click

Zoom AI Companion can leverage both internal Zoom data and external third-party data sources to deliver more comprehensive assistance tailored to your complete work environment. By default, AI Companion draws from available Zoom data sources including meeting transcripts, Zoom Team Chat messages, and other platform-native content to generate contextually relevant responses. However, to unlock the full potential of personalized productivity assistance, some AI Companion features may require or allow for integration with third-party data sources ranging from simple email connectivity to more sophisticated data indexing capabilities.

When enabled by account administrators and connected by individual users, AI Companion can access and index content from Microsoft and Google ecosystems, including calendar events, emails, and documents, as "data sources." This integration utilizes a RAG (Retrieval-Augmented Generation) module within Zoom that indexes and stores third-party content, allowing AI Companion to search across your broader digital workspace when responding to prompts.

To maintain relevance and data freshness, Zoom stores only content that has been viewed or edited from third-party data sources within the last 90 days for authenticated users, helping ensure that AI Companion's responses reflect your most current and active work materials. This approach helps enable AI Companion to provide more comprehensive assistance by understanding not just your Zoom activities, but your complete workflow across integrated platforms.

Refer to Zoom’s support center for more information on configuring additional data sources for .

Persona Overview

Jessica Park serves as Human Resources Manager at TechFlow Dynamics, a 750-person technology consulting firm with offices across North America. Jessica oversees talent acquisition, employee development, and compliance for a distributed workforce, managing 15+ interviews weekly, quarterly performance reviews for 200+ employees, and constantly evolving HR policies. She struggles with inconsistent documentation across employee interactions, spending 8+ hours weekly creating training materials in multiple languages, and maintaining compliance while scaling company culture across remote teams.

Now, with AI Companion and a Custom AI Companion license, Jessica can transform HR operations from administrative burden to strategic workforce development.

Pain Points

• Inconsistent Documentation - Previously spent 45+ minutes per meeting creating detailed notes and follow-up action plans.

• Multilingual Communication Barriers - Struggled with creating training content for diverse workforce speaking 12+ languages.

• Policy Knowledge Fragmentation - Employees had difficulty finding current HR policies during critical moments.

• Time-Intensive Content Creation

AI Companion Features Discussed

• General Knowledge Queries - AI-assisted search results with synthesized guidance.

• Email Compose - Intelligent draft generation for professional communications.

• Meeting Preparation - Structured guidance for upcoming conversations.

• Meeting Summary - Automatic capture and documentation of meeting discussions.

Custom AI Companion Features Discussed

• Knowledge Bases - Access to company-specific policies, procedures, and historical communications for contextual analysis

• Custom Meeting Summary Templates - Standardized documentation formats for consistent onboarding and meeting records

• Custom Avatars - Multilingual video creation featuring realistic personal likeness

Jessica's AI-Enhanced Strategic Daily Workflow

7:00 AM - Strategic Morning Intelligence Gathering

Jessica begins her day by opening the AI Companion Panel within Zoom Workplace. She received an overnight email from an employee asking about promotion criteria and wants to provide a comprehensive response.

She asks AI Companion: "What are best practices for communicating promotion criteria to employees in tech companies?" Using General Knowledge Queries, AI Companion provides insights about transparent promotion frameworks, including specific strategies for technical career progression and examples of effective communication approaches.

Jessica then accesses her Knowledge Bases (Custom AI Companion add-on license required) containing the company's promotion policies and asks: "Based on our promotion policy document, how should I explain our criteria to a software developer who's been with the company for 18 months? Also, make reference to our mentorship program." After analyzing the documents, AI Companion provides a contextual response that offers a personalized explanation referencing specific policy sections while suggesting how to frame the conversation encouragingly for the employee's career stage, as well as available mentorship opportunities.

Jessica then opens the Email tab within Zoom Workplace to draft her response. She creates a new email and uses Email Compose, pasting AI Companion's previous analysis into the context field and prompting: "Using the following information as context, draft a professional email explaining our promotion criteria to a software developer, emphasizing growth opportunities and next steps, with an encouraging tone." AI Companion generates a well-structured email explaining the promotion process and mentorship program opportunities, including specific next steps and follow-up instructions for the employee.

9:00 AM - New Employee Onboarding Meeting

Jessica has a scheduled onboarding meeting with Sarah, a new QA engineer starting her second week. Before the meeting, she uses Meeting Preparation in the AI Companion Panel, asking: "Help me prepare for an onboarding check-in meeting with a new QA engineer in their second week - what key topics should I cover to ensure they're settling in well?" AI Companion provides guidance on typical onboarding discussion points, including team integration, role clarity, initial project feedback, and common second-week concerns for technical roles.

During the 30-minute meeting, Meeting Summary automatically captures the conversation as Jessica and Sarah discuss how her first week went, any challenges with the development environment setup, her initial impressions of the team dynamics, and questions about company processes and procedures.

After the meeting, because Jessica has a Custom AI Companion license, she applies her Custom Meeting Summary Template (Custom AI Companion add-on license required) designed specifically for onboarding check-ins. This template automatically organizes the conversation into structured sections: integration progress, technical setup status, team feedback, questions raised, follow-up actions needed, and escalation items—helping ensure consistent documentation across all new hire check-ins.

11:00 AM - Employee Policy Inquiry and Documentation

Jessica receives a complex question via team chat from the marketing department about remote work policies for employees with school-age children during summer break. The thread contains multiple perspectives and concerns from different team members.

Using Chat Summaries & Search, Jessica quickly reviews the thread to identify the core issues: requests for modified schedules, questions about productivity expectations, and concerns about meeting availability during summer months.

Jessica then opens Zoom Docs to create a comprehensive policy clarification document. Using Content Generation and Revision, she prompts: "Create a summer schedule flexibility policy that addresses remote work arrangements for parents, including productivity expectations and meeting availability guidelines." AI Companion generates a well-structured document outlining flexible scheduling options, core collaboration hours, and performance standards.

She then accesses her Knowledge Bases (Custom AI Companion add-on license required) containing existing HR policies and asks: "Review this draft against our current flexible work policies to ensure consistency and identify any gaps." AI Companion analyzes both documents and suggests revisions to align with existing company policies while addressing the specific summer scheduling concerns.

2:00 PM - Multilingual Training Content Creation

Jessica is preparing welcome videos for next month's new hires, including employees who primarily speak Spanish and Mandarin. She opens Zoom Clips and begins creating content using Custom Avatars (Custom AI Companion add-on license required).

She uploads a script that reads: "Welcome to TechFlow Dynamics! I'm Jessica from HR, and I'm excited to guide you through your first week. Our company values collaboration, innovation, and work-life balance. Let me walk you through what makes our team culture special and how we support your professional growth."

Using the Custom Avatar feature, Jessica generates personalized welcome videos in English, Spanish, and Mandarin (i.e., Traditional or Simplified Chinese)—each featuring a realistic version of herself speaking the appropriate language. This allows her to maintain a personal connection while scaling content across language barriers, eliminating the need for translation services, multilingual presenters, or multiple recording sessions.

Finally, Jessica benefits from the AI-Generated Titles, Descriptions, and Tags feature in Zoom Clips that automatically organizes these videos with relevant metadata like "HR Onboarding," "Multilingual Welcome," and "New Hire Resources," making them easily discoverable for future use.

4:00 PM - Employee Benefits Enrollment Communication

Jessica needs to communicate about the upcoming annual benefits enrollment period that opens next month. This affects all 750 employees and requires clear communication about new healthcare options, retirement plan updates, and enrollment deadlines.

She opens Zoom Docs and uses Content Generation and Revision to create the benefits enrollment announcement, prompting: "Create a company-wide announcement explaining our annual benefits enrollment period, including new healthcare plan options, retirement contribution changes, and key enrollment deadlines. Keep the tone informative but approachable." AI Companion generates a comprehensive document outlining the enrollment process and benefit changes.

Jessica then opens Zoom Team Chat and uses Chat Compose to draft messages for different department channels. She prompts: "Create a brief, engaging message for our sales team chat announcing the benefits enrollment period and directing them to the full enrollment guide." The AI helps her craft department-specific messages that address likely questions for each team.

Finally, Jessica accesses her Knowledge Bases (Custom AI Companion add-on license required) containing previous benefits enrollment communications and asks: "Review this announcement against our successful enrollment campaigns from previous years to ensure we're including all critical information and following best practices for benefits communication."

Conclusion - The Strategic Transformation

With AI Companion and Custom AI Companion capabilities, Jessica has fundamentally transformed her role from administrative burden to strategic workforce architect. What once required hours of manual documentation, research, and content creation now happens in minutes—her Custom Meeting Summary Templates help ensure consistent documentation across all employee interactions, while Custom Avatars enable authentic, multilingual communication that scales globally. Her Knowledge Bases provide instant access to company policies, documents, and wisdom, and AI content generation eliminates the repetitive work that previously consumed her days. Jessica can now spend more of her time on strategic workforce development and proactive employee engagement, rather than drowning in documentation and manual processes. The AI doesn't just make her faster—it makes her indispensable as a strategic HR leader who can scale personalized, consistent employee experiences across TechFlow Dynamics' growing, diverse workforce.

This section provides an overview of AI Companion’s Security and Privacy settings.

Redact Personal Data for Meeting Summary

Account admins can redact certain personal data from a meeting summary using Zoom’s pre-defined entity types. Zoom's Personal Data Redaction Service automatically identifies and redacts sensitive personal information within meeting summaries to help maintain privacy and compliance. When applying these settings, these changes are applicable only for future recordings/transcripts and historical data (i.e., past meeting summaries) will not be updated.

Block Sensitive Information for Meeting Summary

Account administrators can help prevent sensitive information from appearing in meeting summaries by configuring custom regular expressions. These regular expressions must follow Java's regex syntax and conventions. By defining specific patterns, admins can precisely control and automatically block the inclusion of sensitive phrases, numbers, or any other data types within meeting summaries.

For example,

• To block credit card numbers, a Java regex like \b(?:\d[ -]*?){13,16}\b could be used.

• To block a specific phrase such as "internal use only," a Java regex like (?i)internal use only(case-insensitive) could be applied.

Admins should ensure that regular expressions are thoroughly tested and validated to avoid inadvertently blocking non-sensitive or relevant meeting content.

Custom Disclaimer

Account administrators can configure a Custom Disclaimer prompt to display custom messages to users before they access certain content or features. Disclaimers can be tailored separately for internal and external audiences, allowing admins to present different messages based on the user's audience type. Additionally, admins can require explicit user consent before proceeding.

The Custom Disclaimer prompt supports multiple languages, allowing organizations to cater to diverse, multilingual audiences. Supported languages include:

When creating the disclaimer(s), administrators must manually provide translated versions of the disclaimer messages for each desired language and audience (internal/external). The Zoom web portal does not provide an automated translation mechanism, so translations must be completed externally before being configured in the Custom Disclaimer’s settings.

Persona Overview

David Kim serves as Enterprise Account Executive at CloudTech Solutions, a 1,200-person B2B software company specializing in enterprise data analytics platforms. David manages a portfolio of 15 major accounts worth $12M+ in annual recurring revenue, conducts 20+ prospect meetings weekly across multiple time zones, and navigates complex 6-18 month sales cycles with multiple stakeholders. He struggles with maintaining context across dozens of ongoing deals, spending 8+ hours weekly on CRM updates and follow-up communications, and keeping track of competitive intelligence and product updates that change frequently.

Now, with AI Companion and a Custom AI Companion license, David can transform sales execution from reactive relationship management to strategic revenue acceleration.

AI Companion Features Discussed:

• General Knowledge Queries - Strategic insights on industry trends, competitive intelligence, and advanced sales methodologies.

• Meeting Preparation - Structured guidance for discovery calls, pipeline reviews, and executive briefings.

• Meeting Summary - Automatic capture of client conversations, competitive discussions, and strategic planning sessions.

• Context-Aware Follow-Ups

Custom AI Companion Features Discussed:

• Knowledge Bases - Access to competitive battle cards, customer success stories, industry research, and ROI data for strategic positioning and proof points.

Pain Points Addressed:

• Context Management Overload - Previously struggled maintaining detailed context across 15 major accounts worth $12M+ in complex, multi-stakeholder sales cycles.

• Manual CRM Documentation - Spent 8+ hours weekly on post-meeting summaries, follow-up communications, and pipeline updates.

• Competitive Intelligence Gaps - Difficulty accessing current market trends and competitive positioning during live prospect conversations.

David’s AI-Enhanced Strategic Daily Workflow

7:30 AM - Pre-Meeting Intelligence and Preparation

David begins his day preparing for a crucial discovery call with Meridian Industries, a potential $2.3M deal. He opens the AI Companion Panel within Zoom Workplace and asks: "What are the emerging trends in manufacturing data governance that could create urgency for analytics platform adoption, and how are companies typically structuring their data lake architectures to support real-time operational insights?" Using General Knowledge Queries, AI Companion provides search results with synthesized guidance about current manufacturing data trends, regulatory compliance drivers, and architectural approaches that could influence buying decisions.

David then uses Meeting Preparation, asking: "Help me prepare for a discovery call with a VP of Operations at a mid-size manufacturing company - what topics should I prioritize to uncover their biggest data challenges?" AI Companion provides structured guidance on manufacturing operational priorities, typical data bottlenecks, and strategic questions to identify budget authority and decision-making processes.

9:00 AM - Client Discovery Meeting and Documentation

David conducts his discovery call with Meridian Industries' VP of Operations and two IT directors. During the 60-minute meeting, Meeting Summary automatically captures the detailed conversation as they discuss their current data silos, compliance challenges with new manufacturing regulations, budget constraints, and decision timeline for Q1 implementation.

The prospects reveal critical information: they're currently using three separate systems that don't communicate, they have a $1.8M budget approved for Q4, and their biggest pain point is real-time visibility into production bottlenecks. They also mention they're evaluating two competitors.

After the meeting, David uses Context-Aware Follow-Ups to immediately generate personalized communications. He prompts: "Draft a follow-up email to the VP of Operations summarizing today's discussion, confirming their key pain points around data silos and real-time visibility, and proposing next steps for a technical deep-dive demonstration." AI Companion creates a comprehensive follow-up that references specific challenges discussed and suggests concrete next steps.

David then copies the AI-generated meeting summary and pastes it directly into the Meridian Industries opportunity record in Salesforce, helping ensure accurate CRM documentation without manual transcription. This seamless integration maintains detailed opportunity history while eliminating the 20+ minutes typically required for post-call CRM updates.

David then opens the AI Companion Panel and asks: "Based on what I learned about their three-system integration challenge and $1.8M budget, what should be my competitive positioning strategy against typical enterprise analytics vendors?" Using General Knowledge Queries, AI Companion provides strategic guidance on differentiation approaches for complex integration scenarios.

11:30 AM - Competitive Intelligence and Proposal Development

David needs to prepare a proposal for another prospect, Global Manufacturing Corp, who mentioned they're also evaluating Tableau and Microsoft Power BI. He opens the AI Companion Panel and asks: "What are the key architectural limitations of Tableau and Power BI when handling real-time manufacturing data streams at enterprise scale, and how do modern data platforms typically address these challenges?" Using General Knowledge Queries, AI Companion provides detailed competitive intelligence about platform limitations, performance bottlenecks, and technical differentiators.

David then opens Zoom Docs and uses Content Generation and Revision to create the proposal foundation, prompting: "Create a technical proposal outline for a $3.2M enterprise data analytics platform implementation, focusing on real-time manufacturing insights, scalability requirements, and integration with existing ERP systems." AI Companion generates a comprehensive proposal structure with technical specifications and implementation timeline.

David accesses his Knowledge Bases (Custom AI Companion add-on license required) containing competitive battle cards, product specifications, and successful case studies. He asks: "Based on our manufacturing customer success stories and product capabilities, how should I position our real-time analytics advantages against Tableau's batch processing limitations for this Global Manufacturing Corp opportunity?" AI Companion analyzes the stored competitive intelligence and customer stories to provide specific positioning strategies and proof points.

2:00 PM - Multi-Stakeholder Communication and Deal Progression

David needs to follow up with Meridian Industries while also managing communications for three other active deals. He opens the Email tab in Zoom Workplace and uses Email Compose for a complex stakeholder situation. He prompts: "Draft an email to the CFO at Meridian Industries explaining how our analytics platform will deliver measurable ROI within 6 months, referencing the operational efficiency gains we discussed with their VP of Operations yesterday, while addressing typical financial concerns about data platform investments."

AI Companion generates a sophisticated email that bridges technical benefits with financial outcomes, speaking directly to CFO priorities while maintaining consistency with the operational discussions.

David then uses Smart Scheduling to coordinate an internal strategy session about the Meridian opportunity. Instead of the typical back-and-forth email chain, AI Companion automatically finds optimal meeting times that work for David, his sales engineer in Seattle, the regional sales manager in Denver, and a product specialist in Austin, eliminating hours of internal coordination effort.

Finally, David opens Zoom Team Chat and uses Chat Compose to update his sales team on deal progress. He prompts: "Create a brief update for our sales team chat about the Meridian Industries opportunity, highlighting the $1.8M budget confirmation, competitive landscape, and next steps without revealing sensitive client details." AI Companion crafts a professional update that shares relevant information while maintaining client confidentiality.

4:30 PM - Pipeline Review and Strategic Planning

David has his weekly pipeline review with his sales manager in 30 minutes and needs to prepare comprehensive updates on his 15 active opportunities. He opens the AI Companion Panel and uses Data Analysis by uploading his quarterly pipeline report (CSV export from Salesforce). He asks: "Analyze this pipeline data to identify which deals are at risk based on velocity trends, time in stage, and last activity dates, and suggest specific actions to accelerate the top 5 opportunities."

AI Companion examines the pipeline metrics and identifies that three deals have been in the "Technical Evaluation" stage 40% longer than average, two prospects haven't had meaningful engagement in 3 weeks, and the Global Manufacturing Corp deal shows strong momentum based on recent activity patterns.

Before the meeting, David uses Meeting Preparation asking: "Help me prepare talking points for a sales pipeline review focused on Q4 quota attainment, deal risk mitigation, and resource allocation for closing my top opportunities." AI Companion provides structured guidance on how to present deal status, risk factors, and specific support needed from sales engineering and marketing teams.

During the pipeline review meeting, Meeting Summary captures the strategic discussion about deal priorities, resource allocation decisions, and specific action items for accelerating key opportunities before quarter-end.

6:00 PM - End-of-Day Strategic Follow-up and Tomorrow's Preparation

As David wraps up his day, he needs to complete follow-up actions from his pipeline review and prepare for tomorrow's customer meetings. He opens the AI Companion Panel and accesses his Knowledge Bases (Custom AI Companion add-on license required) containing industry research, competitive intelligence, and customer success metrics.

He asks: "Based on our latest customer ROI data and industry benchmarks, what are the strongest proof points I should emphasize tomorrow in my executive briefing with TechCorp's CEO about data analytics transformation impact on manufacturing efficiency?" AI Companion analyzes his stored customer case studies and industry data to provide compelling executive-level talking points focused on strategic business outcomes rather than technical features.

David then opens the Email tab and uses Email Compose to send a strategic follow-up to a prospect who's been quiet for two weeks. He prompts: "Draft a re-engagement email to DataFlow Industries' CTO that adds value by sharing relevant industry insights about manufacturing data security regulations, while naturally reopening our conversation about their analytics platform evaluation." AI Companion creates a thoughtful email that provides genuine value while professionally re-engaging the dormant opportunity.

Finally, David uses Prompt Assistance to refine his approach for tomorrow's meetings, asking: "What are the most effective techniques for identifying shadow IT initiatives and unofficial data analytics projects during enterprise discovery calls, and how can I use these insights to expand deal scope beyond the original RFP requirements?" AI Companion provides questioning frameworks that help David uncover hidden opportunities and decision influencers within complex enterprise accounts.

Conclusion - The Strategic Transformation

With AI Companion and Custom AI Companion capabilities, David has revolutionized his approach from reactive relationship management to strategic revenue acceleration. What once required hours of manual research, documentation, and coordination now happens seamlessly—his Knowledge Bases provide instant access to competitive intelligence and customer proof points during live conversations, while AI-generated analysis identifies pipeline risks before they become quota threats. David's communication quality has elevated dramatically, with AI-generated emails that speak fluently to CFO financial priorities and CTO technical concerns alike. Smart Scheduling eliminates the coordination friction that previously delayed deal progression, and Context-Aware Follow-Ups ensure no opportunity goes dark due to communication gaps. David now spends more of his time in strategic customer conversations and deal advancement rather than administrative tasks and manual research. The AI doesn't just make him more efficient—it transforms him into a strategic advisor who can navigate complex enterprise sales cycles with intelligence and responsiveness to help close deals in competitive markets.

Persona Overview

Tyler Washington serves as Customer Support Team Lead at TechSolutions Pro, a 400-person B2B software company providing project management platforms to mid-market enterprises. Tyler manages a team of 12 support agents handling 200+ customer interactions daily across phone, chat, and email channels, while maintaining SLA compliance and customer satisfaction scores. He struggles with inconsistent case documentation across channels, spending 6+ hours weekly coaching agents on communication quality, and manually tracking escalation patterns and customer sentiment trends across complex technical support cases.

Now, with AI Companion and a Custom AI Companion license, Tyler can transform from reactive support management to proactive customer success orchestration.

AI Companion Features Discussed:

• Chat Compose - Professional team communications for coaching feedback and shift coordination.

• Content Generation (Zoom Whiteboard) - Interactive visual troubleshooting decision trees for technical support processes.

• General Knowledge Queries - Research-backed insights on customer service coaching techniques and support strategies.

• Meeting Preparation - Crisis management guidance for high-priority customer escalations.

Custom AI Companion Features Discussed:

• Third-Party Application Skills - Direct Jira ticket creation, search, and linking for incident management without platform switching.

Pain Points Addressed:

• Inconsistent Documentation Burden - Previously spent hours manually documenting complex technical support cases across multiple systems.

• Agent Performance Visibility Gaps - Limited real-time insights into communication quality and customer sentiment during live interactions.

• Cross-Platform Workflow Friction - Constant switching between Zoom meetings, Jira ticketing, and documentation systems disrupted incident management.

Tyler's AI-Enhanced Strategic Daily Workflow

8:30 AM - Live Customer Engagement and Real-Time Coaching

Tyler begins his day monitoring live customer interactions through Zoom Contact Center. During a complex technical support call between agent Sarah and a frustrated customer experiencing database integration issues, he observes Consumer Sentiment Analysis tracking the conversation in real-time. The system shows sentiment shifting from "Negative" to "Neutral" as Sarah successfully diagnoses the root cause, providing Tyler immediate insights into the interaction's emotional trajectory.

Agent Talk Metrics displays that Sarah is speaking at 140 words per minute—slightly above the optimal range—and has been talking for over 4 minutes continuously. Tyler uses this real-time feedback to send Sarah a quick chat message suggesting she pause to confirm customer understanding, helping her adjust her communication approach mid-conversation.

Later, Tyler reviews Follow-Up Tasks generated from yesterday's customer interactions. He sees that agent Jennifer has three AI-generated tasks from her technical support cases: "Schedule follow-up call with DataCorp about API timeout resolution," "Send configuration documentation to MegaTech's IT team," and "Escalate recurring database error pattern to engineering team." Tyler can track completion status and ensure critical customer commitments aren't missed, transforming scattered post-call promises into organized, accountable follow-through.

10:00 AM - Team Communication and Agent Development

Tyler needs to address communication quality issues he's observed across his support team and create training materials for new agents joining next month. He opens Zoom Team Chat and uses Chat Compose to craft a message for his support team channel. He prompts: "Create a constructive team message about maintaining professional tone during high-stress customer interactions, emphasizing our commitment to customer success while providing specific communication techniques." AI Companion generates a supportive message that addresses quality concerns without singling out individual agents.

Tyler then opens Zoom Whiteboard and uses Content Generation to develop visual training materials. He prompts: "Create an interactive troubleshooting decision tree for complex API integration issues that agents can follow during live customer calls, including specific diagnostic questions, common error code interpretations, and escalation triggers for our project management software platform." AI Companion generates a sophisticated flowchart-style visual guide that helps agents navigate technical complexities systematically while maintaining customer confidence.

Finally, Tyler opens the AI Companion Panel and asks: "What are the most effective coaching techniques for improving customer service agent performance in technical support environments, particularly for complex B2B software issues?" Using General Knowledge Queries, AI Companion provides research-backed insights about coaching methodologies, performance improvement strategies, and techniques for building technical confidence in support agents.

1:00 PM - Customer Escalation Management and Strategic Communication

Tyler receives a high-priority escalation from a major client, DataFlow Enterprises, whose production system went down due to an integration issue. He needs to coordinate response across multiple teams and communicate with executive stakeholders. Tyler opens the AI Companion Panel and uses Meeting Preparation, asking: "Help me prepare for an emergency escalation call with a major client experiencing production downtime, focusing on accountability, resolution timeline communication, and relationship preservation strategies." AI Companion provides structured guidance for crisis management conversations and stakeholder communication approaches.

During the 45-minute emergency response meeting with his engineering team, account manager, and client stakeholders, Meeting Summary automatically captures the critical details: root cause identified as API rate limiting configuration, resolution timeline of 4 hours, temporary workaround implemented, and post-mortem scheduled for next week.

After the crisis call, Tyler opens the Email tab in Zoom Workplace and uses Email Compose to craft executive communications. He prompts: "Draft a professional post-incident email to DataFlow's CTO explaining the root cause of today's production issue, the permanent fix being implemented, and our additional monitoring measures to prevent recurrence, while maintaining confidence in our partnership." AI Companion generates a comprehensive email that balances technical transparency with relationship management, addressing both the immediate resolution and long-term partnership assurance.

3:30 PM - Issue Tracking and Cross-Platform Integration

Tyler needs to document the DataFlow production incident and ensure proper engineering follow-up. Instead of switching to the Jira interface, he opens the AI Companion Panel and leverages Third-Party Application Skills (Custom AI Companion add-on license required) to interact directly with their Jira system.

Tyler prompts: "Create a new Jira ticket for the DataFlow API rate limiting incident with priority 'High,' assign it to the Platform Engineering team, and include details about the root cause, temporary workaround implemented, and permanent fix timeline of 4 hours." AI Companion seamlessly creates the ticket, automatically populating relevant fields and adding the meeting summary details from the earlier escalation call.

He then asks AI Companion to "Search existing Jira tickets for similar API rate limiting issues in the past 6 months and link them to this new DataFlow ticket for pattern analysis." The system identifies three related incidents and automatically creates ticket links.

This integration transforms Tyler's incident management workflow by eliminating the need to manually switch between Zoom meetings, documentation systems, and project tracking tools—keeping all critical customer escalation work centralized within his primary communication platform while maintaining proper engineering documentation and accountability.

5:00 PM - End-of-Day Communication and Strategic Planning

As Tyler prepares to wrap up his day, he needs to coordinate with his evening shift supervisor and ensure smooth handover of critical issues. He opens the Email tab in Zoom Workplace and uses Email Compose to brief the night shift lead. He prompts: "Draft a shift handover email for our evening support supervisor covering today's DataFlow escalation resolution, the three high-priority tickets requiring follow-up, and the API troubleshooting decision tree now available for agent reference." AI Companion creates a comprehensive handover summary that ensures continuity of critical customer support issues.

Tyler then opens Zoom Team Chat and uses Chat Compose to prepare his team for tomorrow's shift. He prompts: "Create an end-of-day message for our support team highlighting today's wins with the new troubleshooting framework, noting the increase in API-related tickets we should expect tomorrow, and encouraging the team about our improved customer satisfaction scores." AI Companion crafts a motivational message that acknowledges challenges while celebrating improvements.

Finally, Tyler opens Zoom Tasks to review the AI-generated action items from today's escalation meetings and customer interactions. He sees tasks automatically created from the DataFlow incident ("Schedule post-mortem with engineering team"), agent coaching observations ("Follow up with Sarah on communication pacing techniques"), and process improvements ("Update API troubleshooting documentation based on today's patterns"). He assigns the documentation update to his senior agent, uses Smart Scheduling to coordinate the Friday post-mortem meeting across his team, engineering, and account management, and keeps the coaching follow-up for tomorrow morning, helping ensure critical support operations don't fall through the cracks.

Conclusion – The Strategic Transformation

With AI Companion and Custom AI Companion capabilities, Tyler has transformed from reactive support management to proactive customer success orchestration. His Consumer Sentiment Analysis and Agent Talk Metrics provide real-time coaching opportunities that elevate service quality during live interactions, while Third-Party Application Skills eliminate the platform-switching friction that previously disrupted incident response workflows. Content Generation in Zoom Whiteboard enables rapid creation of visual troubleshooting guides that scale agent expertise across the entire team, and Follow-Up Tasks ensure no customer commitment falls through the cracks. Tyler now spends more of his time on strategic team development and proactive process improvement rather than administrative documentation and reactive crisis management. The AI doesn't just make him more efficient—it transforms him into a strategic support leader who can maintain exceptional customer satisfaction while building scalable support operations that grow with TechSolutions Pro's expanding client base, turning every customer interaction into an opportunity for relationship strengthening and operational excellence.

Zoom Phone Native

Zoom Phone Native service is a cloud-based telephony system that relies on Zoom's cloud infrastructure for call delivery, handling, and transit through an internet connection and underlying network of carriers around the globe. With this service, calls are routed through the internet to Zoom's data centers, and connect to their destination either through a network of underlying carriers across the PSTN (public switched telephone network) or continue across the internet to another Zoom Phone user.

As a cloud-based service, this offering eliminates the need for customers to host or manage any on-premises hardware—like a session border controller (SBC) or SIP trunk—for telephony connectivity. Instead, users only require a working internet connection, a Zoom app or device, and a supported license to begin dialing.

In addition to simplified call connectivity, the Zoom Phone Native service offering also includes Zoom Phone's cloud-based private branch exchange (PBX), which provides numerous features, including voicemail, Auto Receptionists, Call Queues, phone number assignment, and more.

In simple terms, whether you're a small business with a handful of users or a large enterprise with thousands of users, the Zoom Phone Native service model is a cloud-based telephony solution tailored to meet your business' needs.

Zoom Phone Native offers service within 47 countries through 18 global data centers

The Zoom Phone Native service offers international PSTN connectivity within 47 countries through 18 global data centers.

From the following data centers, the Zoom Phone Native service provides PSTN connectivity within the following countries:

Zoom Phone Native Service Network Design

Enhance your Zoom Meeting experience with automated tools

Automated meeting tools (e.g., applications—including bots, integrations, and third-party services) can enhance the Zoom Meeting experience and assist users with several tasks, such as meeting notation, summarization, transcription, and recording. Enterprise professionals may use automated meeting tools to record their collaboration sessions for coaching purposes, and educators and students may use them to summarize lectures to be revisited during study sessions. Automated meeting tools can be added at marketplace.zoom.us or from the Apps icon found in the Zoom Workplace application. Your developers can also create unpublished or internal automated meeting tools to serve specific functions within your organization.

Application approval process

All automated meeting tools that utilize the Zoom Meeting SDK must comply with the so they trigger the appropriate notifications when meeting content is being accessed.

All automated meeting tools that are intended to be published to the Zoom App Marketplace undergo a dedicated . Once an automated meeting tool is submitted, the Zoom App Marketplace team reviews and either approves it or provides feedback to the developer on any remediation work required for it to be approved.

The review process’ primary goals are to:

• Confirm that the automated meeting tool is ready for use by end users.

• Confirm that the automated meeting tool follows best practices for privacy and security to reduce risks to users.

Best practices for building automated meeting tools

Zoom’s is your guide to building, designing, and testing new automated meeting tools. The site contains best practice information, including how to use Zoom’s . There are also reference implementations available for or the .

Privacy policies and support for automated meeting tools

Navigate to the Developer resources section for each application, integration, or service available in to view its privacy policy and other support resources.

Automatic CAPTCHA prevents uninvited automated meeting tools from joining meetings

Users can join a Zoom Meeting without or from the web if they are unable to download the Zoom desktop client or mobile app. These participants can join as a guest by navigating to and clicking Join and then Join by Meeting ID. The meeting guest can then enter the meeting ID and passcode (if applicable) to join the meeting.

Some users may also join or start meetings via their web browser by entering these URLs:

• https://zoom.us/wc/join/meetingID

• https://zoom.us/wc/meetingID/start

CAPTCHA helps prevent uninvited automated meeting tools from joining meetings from the web

Zoom automatically utilizes CAPTCHA v3 for meeting participants, which runs invisibly in the background to help ensure that uninvited automated meeting tools are not able to join meetings from the web. The CAPTCHA requirement is enabled by default for all accounts and cannot be turned off.

Automated meeting tools can join and record meetings

Automated meeting tools are managed by the user who installs them, and it is at that user’s direction that the automated meeting tool joins a meeting and records content on their behalf.

Automated meeting tools can be manually initiated after a meeting has started

You can manually initiate an automated meeting tool and have it join an active meeting by clicking the Apps menu found in the Zoom client or through the automated meeting tool’s respective web interface. The automated meeting tool will join the meeting, start recording the specific content for which it was designed, and be listed in the Active Apps Notifier. The automated meeting tool will also trigger a recording notification, informing all attendees of its presence and function in the meeting.

Some automated meeting tools can join meetings automatically

Many automated meeting tools can be synchronized with a user’s calendar and their Zoom account. This allows the tool to access calendar invites that may include a Zoom Meeting invitation and automatically join those meetings if instructed by its user. You can enable or disable an automated meeting tool’s ability to automatically join meetings on your calendar.

Automated meeting tools appear as participants

Automated meeting tools commonly join meetings as participants and appear in a manner similar to the people attending the meeting. This means they have their own video thumbnail that appears next to the other meeting participants and labeled with the name of the user who initiated it and its function (e.g., “Steve Miller’s notetaking app”). While in a meeting, the Participants list and the Waiting Room feature (when enabled) will list any automated meeting tools along with all other users, allowing hosts and participants to identify and manage automated meeting tools within their meetings.

Automated meeting tools can access certain in-meeting content

Automated meeting tools are developed to access certain in-meeting content such as real-time video, audio, screen or whiteboard sharing, chat, or files shared in the meeting, which are then used to improve workflows like meeting summarization, transcription, or other functions.

An authorization prompt will inform users of the specific meeting data the automated meeting tool will access

The authorization prompt explains what types of media and data the automated meeting tool will access during a meeting. This prompt will also describe the types of user data the tool will access, which may include profile information, calendar synchronization, or account settings.

Some automated meeting tools have a local recording function that will access camera video and microphone audio outside of meetings

It is important to note that in addition to automated meeting tools that join meetings as apps or participants, there is another related category of tools that operate on participants’ local devices. These tools are downloaded by individuals to record their device's system audio and video from outside of the Zoom Workplace platform. Because these tools function locally and not within Zoom Meetings, options to mitigate their use are limited and beyond the scope of this document.

This section outlines how to use Zoom Phone SMS features. The following instructions assume that you are signed in to a compatible Zoom Workplace app or the Zoom Web App.

SMS Features and Capabilities

Below is a list of capabilities available with Zoom Phone SMS.

Compose a New SMS Message

To send a new SMS Message:

1. Click the Phone tab, then click the SMS tab.

2. Click the compose icon below the SMS tab.

1. In the To field at the top, enter a name or phone number to search through your contacts directory, or manually enter a phone number. If the recipient is in your contacts directory, the number will be replaced by the contact’s name, otherwise, it will remain a phone number.

2. You can add up to 10 contacts/phone numbers.

3. If the contact has several phone numbers, click the right arrow icon to view and select the number to send the SMS to.

4. Enter a message and press Enter or click the send icon.

Reply to an Existing SMS Conversation

To reply to an existing SMS conversation:

1. Click the Phone tab, then click the SMS tab.

2. Select an SMS conversation.

3. Enter a message, then press Enter or click the send icon.

Send Multimedia (MMS, JPG, PNG, GIF)

To attach multimedia to an SMS (MMS):

1. Open an SMS conversation.

2. Above the chat compose box, click the File button to select an image.\
3. To send the image, press Enter or click the send icon.

Call an SMS Participant

To call an SMS participant from a thread:

1. Select an SMS conversation.

2. In the top-left corner of the SMS conversation, click the Phone call button.

1. View phone numbers and details involved in the SMS conversation.

View Conversation Details

To view a conversation’s details:

1. Select an SMS conservation.

2. In the top-right corner of the SMS conversation, click the info button.

3. The dropdown will display details such as members, images, files, push notifications, and the ability to block the participant’s number.

Team SMS

If Team SMS is enabled by an administrator, phone users can send or receive SMS messages using Zoom Phone numbers associated with call queues or auto receptionists. This allows you to view SMS messages that are sent to a group of users. You can then reply to the conversation, which prevents other users from replying to the same conversation, and transfer a thread to another user to share information that might have been missed. You can also release a conversation to allow other members to reply.

Receive Team SMS Messages

Team SMS messages will appear in the SMS tab, just like your regular SMS messages. To access SMS:

1. Sign in to the Zoom Workplace desktop app, Zoom Workplace mobile app, or Zoom Web App.

2. Click or tap the Phone tab, then click or tap SMS.

If you’ve enabled notifications at the system level (Windows, MacOS, Linux, Android, or iOS) and in the SMS conversation settings, you will receive a notification depending on the status of the SMS conversation.

• You will see notifications if no members have clicked Reply to claim the conversation or you’ve clicked Reply.

• You will not see notifications if another member has clicked Reply to claim the conversation.

Reply to a Message and Claim the Conversation

Users can reply to messages received by the call queue or auto receptionist to claim the conversation. This prevents other members from replying to the same conversation, while other members can still see the conversation.

To claim a conversation:

1. Open an SMS conversation that belongs to a call queue or auto receptionist. The call queue or auto receptionist display name will appear below the caller ID of the sender.

2. Click Reply at the bottom of the conversation thread. You will see a pop-up notification to confirm.

   1. Note: You will see a notification in the conversation thread if another phone user has chosen to reply, which prevents you from replying.

3. Click Reply to confirm.

Release a Conversation

Users can release a conversion to allow other members to reply to the conversation and claim it. To release a conversation:

1. Open an SMS conversation that belongs to a call queue or auto receptionist. The call queue or auto receptionist display name will appear below the caller ID of the sender.

2. Click Release at the top of the conversation thread.

   1. You will see a pop-up notification to confirm.

3. Click Release to confirm.

Team SMS Thread Summary with AI Companion

If you have a Power Pack add-on license, you can summarize an SMS team thread with AI Companion using the following steps:

1. Open an SMS conversation.

2. In the text box, click the Summarize with AI Companion icon.

   1. The summary will display within a few seconds after clicking the icon.

3. (Optional) In the dialog box, click Copy to copy the summary to paste it where you need.

Data Residency

For Zoom Phone-specific data residency, there are two distinct categories of data that cover different components of the service: Diagnostic Data and Customer Content Data. Each of these data types has different rules governing their residency, which are discussed in the following sections.

Diagnostic Data

Diagnostic Data is data automatically generated or collected by Zoom through use of the Zoom service. For Zoom Phone, Diagnostic Data includes phone call, SMS/MMS, voicemail, videomail, and voice recording metadata, telemetry data (e.g., product usage and system configuration), and other service-generated data (e.g., information to provide a service requested by the end user).

Details of how Diagnostic Data and its sub-categories are collected and handled are provided within the and Zoom's . Customers with outstanding questions are encouraged to speak to their Zoom account team for more information.

Customer Content Data

Zoom Phone Customer Content Data is the data your users record or share during a phone call, including voice/video, transcripts, recordings, voicemail, videomail, and SMS/MMS.

Where this data is stored can depend on several factors and may vary depending on account, group, and user settings or call routing tool-specific settings. However, it is important to note that all call recordings will be temporarily stored and processed in the SIP zone region where the user's device is registered before it is moved to its permanent data storage location. For instance, if a user's applicable content storage is set to Germany but they are registered to a SIP zone in the U.S., the call will be recorded and processed within the U.S. data center before being transferred to long-term storage in Germany.

The following table outlines which pieces of data in Zoom Phone are customizable for residency and which are located within the account's provisioned cluster.

Defining Storage Location Settings

Zoom offers all paid customers regional data storage for applicable types of Customer Content—which is configurable at the account, group, and user levels—and for each unique Auto Receptionist, Call Queue, and Shared Line Group.

For these various groups and call-routing tools, customers can choose to store applicable Zoom Phone Customer Content in the following locations:

Refer to Zoom's support center for more information on .

Data Retention

Zoom Phone Customer Content Data is retained in the cloud indefinitely by default. However, customers can customize their data retention settings to between 1 and 4,000 days (approximately 11 years) for the following items:

Customers can also define deletion behavior, with the option initially "soft delete" data, leaving it in a recoverable state for up to 30 days before it is permanently deleted. Alternatively, customers can set it to permanently delete after the set time without a "soft delete" period.

Refer to Zoom's support center for more information on customizing the "" Zoom Phone policy.

Information Barriers

Zoom Phone provides features for Information Barriers, assisting customers in managing user communication policies and fulfilling regulatory obligations. This includes preventing specific groups of users with sensitive information from communicating with others unauthorized to access this data.

Within Zoom Phone, users blocked by Information Barriers are unable to search, call, or text other members of affected groups. Attempting these actions will prompt an error message indicating restricted communication between certain groups and users. Furthermore, blocked users cannot invite other members of the affected group into a meeting using Zoom Phone.

Refer to Zoom's support center for more information on .

End-to-End Encrypted Calling

Zoom Phone supports end-to-end encrypted (E2EE) calls between two Zoom Phone users within the same account, so long as both users meet specific requirements. This offers users an extra layer of privacy and confidentiality to their Zoom Phone calls, and can be quickly enabled so long as both users are calling from a supported Zoom app or device.

Refer to Zoom's support center for more information on and end-to-end encrypted calling. For more information on Zoom Phone's end-to-end encryption practices, refer to .

Zoom Phone Privacy Data Sheet

Zoom has provided the , which describes Zoom's process for handling personal data and other data handling practices. Readers are also encouraged to refer to Zoom's .

Certifications, Attestations, and Standards

Zoom maintains a list of Certifications, Attestations, and Standards within our .

As of June 25, 2025, Zoom offers Realtime Media Streams, which give developers direct access to rich, structured meeting data to unlock AI-driven insights, automate critical workflows, and build impactful integrations on the Zoom platform. Developers can reference Realtime Media Streams documentation to get started.

Enable Zoom RTMS to eliminate the need for third-party bots

Realtime Media Streams remove the need for third-party automated tools in meetings. Apps will receive per-participant structured data streams reflecting the context available to the user that authorized them.

By leveraging RTMS, developers can differentiate their apps, improve performance, and expand revenue opportunities. Additionally, enterprises are met with a solution to gain real-time access to their most critical conversations for insights, compliance, and enhanced workflows.

Host controls and admin tools

Account admins can enable RTMS and set RTMS auto-start toggles in the Zoom web portal. Additionally, hosts can use in-meeting host tools to control whether participants must request host approval to access meeting content.

Admin web portal controls

Admins can enable RTMS at the account, group, or user level within the Zoom Apps settings in the Zoom web portal.

Along with sharing real-time meeting content with apps, admins can choose to auto-start apps:

1. Under the Auto-start apps that access shared real-time meeting content setting, click Choose an app to auto-start.

2. Select the RTMS-enabled app or apps and set the Auto-start to On.

Host in-meeting tools

The following tools are available to meeting hosts:

• Share real-time meeting content with apps: Enable participants to share meeting content.

• Require host approval: Require participants to request approval from the host to access meeting content.

Host in-meeting experience

The following screens are examples of disclosures, notifications, and AAN screens available to the meeting host.

Disclosure modal

The standard disclosure is displayed for the host and participants: “The content of this meeting is being shared with one or more apps.”

RTMS set to auto start

This is the host view of the AAN when RTMS-enabled apps are set to auto-start by the account administrator.

RTMS started by host

This is the host view of the AAN when RTMS is started by the host via app UI (JS API) or REST API. In this example image, you are Carlos Washington, the host.

Request modal for a single app

This modal represents scenarios in which the host requires approval to share meeting content, and:

• The admin sets apps to auto-start from a different account than the host.

• Participants from the same or different accounts request to use an app in-meeting, initiated via the app (JS API or REST API).

This is the host view of the request modal for a single app. The host can approve or deny the request.

Request modal for multiple apps

The image below covers scenarios in which the host requires approval to share meeting content, AND:

• Multiple apps are requested by one or more participants.

• Multiple external admins set apps to auto-start for multiple participants from different accounts.

• Participants from the same or different account request to share content in-meeting.

This is the host view of the request modal for multiple apps. The host can approve or deny the request:

Apps actively sharing

This is the host view of the AAN of an approved app actively sharing content. It shows the name of the app, the app’s user, and the status as “Sharing."

Video tiles

The video tiles view of active apps is the same for all meeting participants and the host. The name of the app used by the meeting participant is displayed in their video tile.

Immersive view

The immersive view of active apps is the same for all meeting participants and the host. The name of the app used by the meeting participant is displayed below their video image.

Meeting participant user experience

The following screens are examples of disclosures, notifications, and AAN screens available to the meeting participants.

Disclosure modal

The standard disclosure is displayed for the host and participants: “The content of this meeting is being shared with one or more apps.”

Request to share meeting content

This is the request modal participants use to request to share meeting content to the host.

Confirmation messages shown to participants

These are the available confirmation messages shown to participants in response to their request:

• Request sent to the host.

• Request for app to share meeting content denied by host.

• Host cannot approve your app’s access to meeting content.

• Host disabled your app from sharing meeting content.

Video tiles

The video tiles view of active apps is the same for all meeting participants and the host. The name of the app used by the meeting participant is displayed in their video tile.

Immersive view

The immersive view of active apps is the same for all meeting participants and the host. The name of the app used by the meeting participant is displayed below their video image.

Timeframes and Activation Windows

How Long Will Ports Take?

These are guidelines and average timeframes and are always subject to change based on losing carrier workload.

• All APAC regions: 10-12 weeks

When Will My Port Occur?

• Singapore: 2:00-4:00 pm Local Time

• Australia:

  • Simple Port (CAT-A): 10:00-11:00 am Local Time

  • Complex Port (CAT-C): Time slots provided upon port confirmation

Guidelines

• The information you provide must match what is on record with your current provider.

• In most APAC countries, the address noted on the LOA must match the geographic area code of the porting telephone numbers.

• Porting numbers need to be in the LOA rather than as attachments unless otherwise permitted.

• DDI blocks of numbers may require full port as some countries do not allow blocks/ranges of numbers to be split. Refer to our

Local Number Porting

How to Request a Number Port

1. Download and complete the required from the respective country.

   • See the if you need help.

   • If you currently have trial/temporary numbers and would like to swap them when the port completes, please complete the . Numbers swapped in will be a like-for-like replacement of the numbers swapped out.

APAC Porting Requirements

Visit our support article on .

Japan Porting Specifics

Zoom Phone provides comprehensive telephony services in Japan including toll-free and local number porting (both inbound and outbound). For detailed information about Japan-specific procedures including toll-free number porting requirements, local number porting with supported carriers and group scenarios, port-out processes and troubleshooting, and business address configuration in Number Management, please refer to our dedicated Japan telephony guides: , , , and . \

Timeframes and Activation Windows

How Long Will Ports Take?

These are guidelines and average timeframes and are always subject to change based on losing carrier workload.

• All Latin America regions: Up to 60 days

When Will My Port Occur?

• Mexico: 2:00-6:30 am Local Time

• Brazil: 4:00-6:00 pm Local Time

• Peru: 12:00 am-7:00 am Local Time

• Argentina and Chile: Time slots provided upon port confirmation

Important:

• Downtime is to be expected during LATAM number ports.

• It is recommended that porting not be scheduled for a Friday or holiday.

• Once a porting date is provided, porting will be executed within the specified time frame.

• Porting is not yet supported in Colombia, Costa Rica, Ecuador, and Panama. However, new numbers are available to order in these countries.

Guidelines

• The information you provide must match what is on record with your current provider.

• LOA must be hand/wet signed and dated within the last 3 months. Electronically signed LOAs are not accepted in most LATAM countries.

• Your service provider's name is required on the LOA.

• Number portability checks can only be carried out once the order is submitted. There may be times when service providers advise that numbers as non-portable.

Requirements for Requesting a Number Port

• Account owner or admin privileges

• Zoom Phone license

• Completed Zoom Phone

• Completed Contact Center setup (if porting into Contact Center)

How to Request a Number Port

1. Download and complete the required from the respective country.

   • See the if you need help.

   • If you currently have trial/temporary numbers and would like to swap them when the port is complete, please complete the . Numbers swapped in will be a like-for-like replacement of the numbers swapped out.

South America and LATAM Porting Requirements

Please reference our support articles for and .

Zoom Phone SMS includes a variety of administrative controls that allow account owners and admins to control SMS settings based on organizational needs. This section outlines how to enable SMS at different levels and manage available features, including options that require the Power Pack add-on.

Enable SMS

SMS can be enabled by Admins on an account level, group level, site level, or user level. SMS can also be enabled for Call Queue and Auto Receptionist group SMS if Power Pack add-on licenses are implemented. To view step-by-step instructions for how to enable SMS on different levels, please see the Setting Up SMS support article.

Zoom Phone SMS Settings

Below are the SMS settings that can be enabled/disabled by Administrators:

International SMS

To specify allowed countries/regions for SMS:

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.

2. In the navigation menu, click Account Management then Billing.

3. In the Zoom Phone row, click View All Plans.

4. Click View/Edit Countries/Regions.

To allow international SMS:

1. Ensure SMS is enabled at the level that you want to manage.

2. Under the SMS setting, select Allow International SMS.

3. Click Manage Country/Region.

4. In the dialog box, select the countries/regions that phone users can send SMS messages to, then click Save.

Using Emojis and/or Attachments

Account owners and admins can manage the use of emojis and attachments in SMS messages sent through Zoom Phone. They have the option to enable or disable all emojis completely, or select a specific set of emojis that users can use. Additionally, admins can choose to enable or disable attachments in SMS messages. The Allow Attachments and Allow Emojis setting is only available with Zoom Workplace app version 6.1.10 or later.

1. Ensure that the SMS feature is enabled at the level that you want to manage.

2. Under the SMS feature, enable or disable the features that you want:

   1. Select the Allow Emojis checkbox to enable it.

   2. When the Allow Emojis checkbox is enabled, select from the following options:

Redact Personal and Sensitive Data (PII)

To use personal and sensitive data reaction with Zoom Phone SMS, perform the following steps:

1. Ensure that the SMS feature is enabled at the level that you want to manage.

2. Under the SMS feature, select the Redact Personal and Sensitive data checkbox to enable or disable the feature.

3. When the Redact Personal and Sensitive data checkbox is enabled, click Edit to select a personal and sensitive data group that will be applied to recordings, then click Save.

4. Once complete, click Save.

Scheduled Response

Users with a Power Pack license and a Zoom Workplace app version 6.3.0 or later can schedule SMS messages to be sent at a specific date, time, and time zone in the future. They can manage scheduled messages by viewing, editing, and deleting them. As a member in a conversation thread, users can also view scheduled messages and who scheduled the message.

This feature helps users communicate more effectively with recipients in different time zones. To enable this feature:

1. Ensure that the SMS feature is enabled at the level that you want to manage.

2. Under the SMS feature, toggle the SMS scheduled response checkbox to enable or disable the feature.

   1. If enabled, SMS users will be able to send messages at a scheduled time.

3. Click Save.

Data Retention

The retention policy allows account owners and admins to configure rules for what data is retained, the duration of the retention period, and how to delete data after the retention duration. Account owners and admins can allow Zoom to automatically delete data after the retention duration. Please refer to the for more information.

Templates

As an admin, you can maximize SMS message efficiency with the SMS template feature to empower your call queue or auto-receptionist users, or a user with the power pack license to generate or reply to multiple messages rapidly. After setting up your SMS templates, your users can access them directly from their Zoom Workplace app. Please refer to the article to enable templates on a site, group, or individual user level.

SMS Etiquette Tool

Admins can use the SMS Etiquette Tool to create policies that identify keywords and text patterns to prevent users from inadvertently sharing unwanted SMS. When a user sends a message that triggers a policy, the message will be blocked, or a warning prompt will be displayed for the user to confirm that they want to send the SMS, depending on what the admin sets. Please refer to the article to enable this feature.

Auto Reply

Account owners and admins can enable or disable SMS auto-replies and set auto responses for call queues and auto receptionists when no users are available in the call queue or during closed hours.

Additionally, users with the Power Pack add-on can set up an SMS auto responder to automatically respond to incoming SMS messages during specified conditions like out-of-office hours or Do Not Disturb (DND) mode. The auto responder can be configured to send a pre-defined response of up to 500 characters. Please refer to the support article for how to enable this feature.

Zoom's artificial intelligence architecture provides organizations with three distinct deployment models, each engineered to balance AI capability requirements with specific organizational security, compliance, and operational preferences. Understanding these deployment models enables administrators and decision-makers to select the optimal AI implementation that aligns with their business goals.

The following diagram provides an overview of Zoom's AI Deployment Service Models, detailed in the sections below. Diagrams across the AI Bluepaper typically default to the federated approach, but you can mentally substitute the relevant dataflows with your preferred deployment model. For instance, ZMO (Zoom-Hosted Models Only) customers can disregard the outbound Third-Party Model connections.

Zoom's Federated Approach: Maximum Flexibility Through Strategic Multi-Vendor AI Partnerships

Persona Overview

Amelia Miller serves as Founder and CEO of LuxeGreen Atelier, a 25-person sustainable luxury fashion company specializing in eco-conscious evening wear and accessories. Amelia manages everything from seasonal collection design to investor relations, coordinates with suppliers across three continents, and plans quarterly fashion shows while maintaining direct customer relationships. She struggles with juggling creative design work and business operations, spending 12+ hours weekly creating marketing content in multiple formats, and managing complex supplier communications across different time zones and platforms.

Now, with AI Companion and a Custom AI Companion license, Amelia can transform from overwhelmed entrepreneur to strategic fashion innovator.

Due to Zoom Phone's cloud-based architecture, configuring Zoom Phone for your network is substantially easier in comparison to legacy, on-premises phone systems. From the simplest of perspectives, users need two key factors to begin successful calling: a working internet connection and open network ports. So long as users can successfully maintain an active connection with Zoom Phone data centers and the necessary ports are not blocked, Zoom Phone is ready for use within your network.

However, despite the fundamental simplicity, there are additional networking components to consider as customer environments become increasingly complex.

Firewall

For a list of firewall ports, protocols, and settings, refer to .

For customers using zero-touch provisioning, also refer to the and support sites to confirm your devices can communicate with the manufacturer's provisioning servers.

Bring Your Own Carrier – Cloud Peering (BYOC-C)

In addition to the Zoom Phone Native service offering, Zoom Phone also supports a Bring Your Own Carrier (BYOC) service with cloud peering (BYOC-C). With this service model, a business can choose one or more underlying telephony carriers to connect (i.e., cloud peer) with Zoom Phone's data centers, without requiring any on-premises hardware, like a session border controller (SBC).

BYOC-C deployments give businesses continued access to Zoom Phone cloud-based PBX features like Call Queues, Auto Receptionists, number assignment, etc., while the underlying telephony connections are handled by the chosen provider(s) without the maintenance costs of on-premises hardware.

Zoom Phone Licenses

Provisioning a user with a Zoom Phone Basic license grants users access to fundamental features of the service. From there, additional features can be granted through calling plans—elevating the user to Licensed or Pro status—and can be further supplemented through add-ons. Alternatively, non-user-specific devices can be provisioned for service with a Common Area License.

The Zoom Phone Dashboard, a subsection of , offers account admins and authorized users with sufficient access to insightful Zoom Phone data and analytics. Information available within the Dashboard includes Zoom Phone Quality of Service (QoS) data, Mean Opinion Scores (MOS), usage reports, call data and metrics, and more. The following sections outline different features and data available through the Zoom Phone dashboard.

Quality of Service

The Quality of Service tab within the Zoom Phone dashboard provides data concerning and insights into the overall quality of voice calls for any Zoom Phone extension, including users, common area phones, Call Queues, Auto Receptionists, and Zoom Rooms.

Using a Mean Opinion Score (MOS) as the main measurement, the MOS scores call quality on a scale of 1 to 5. In this scale, a score of 1 indicates unacceptable voice quality for all users, while a score of 5 is the best voice quality, equivalent to speaking directly into a person's ear. As a general baseline, the dashboard utilizes a standard MOS of 3.5 for the average call, with a score of 3.5 or higher indicating good quality, and a score of 3.5 or lower indicating poor quality.

Timeframes and Activation Windows

How Long Will Ports Take?

These are guidelines and average timeframes and are always subject to change based on losing carrier workload.

Best Practices

• Do not cancel your telephone service with your current service provider. You may be at risk of losing your telephone numbers if your contract is terminated before the transfer request has been completed.

• The information you provide must match exactly