Source note · Zoom Virtual Agent and Zoom AI for contact centers
Chat escalation from ZVA to Genesys uses a Genesys support channel created in AI Studio > Virtual Agents > Support Channels with a webhook secret and an integration ID, and the ZVA Genesys integration must be enabled first.
Checked 2026-10-02
- Vendor
- Zoom
- Product
- Zoom Virtual Agent
- Subsystem
- genesys-chat-escalation
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- current as of 2026-10-02
- Checked
- 2026-10-02
Sources
- Setting up Zoom Virtual Agent Genesys support channel — Zoom Communications · tier 2 current vendor documentation · Prerequisites; How to configure the support channel
Cite this note
APA
WarmTransfer. (2026, October 2). Zoom Virtual Agent and Zoom AI for contact centers: source note zoom-virtual-agent-genesys-chat-support-channel. WarmTransfer. https://warmtransfer.net/knowledge/claims/zoom-virtual-agent-genesys-chat-support-channel
BibTeX
@misc{warmtransfer-claim-zoom-virtual-agent-genesys-chat-support-channel,
title = {Zoom Virtual Agent and Zoom AI for contact centers: source note zoom-virtual-agent-genesys-chat-support-channel},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/zoom-virtual-agent-genesys-chat-support-channel},
note = {Source note zoom-virtual-agent-genesys-chat-support-channel, checked 2026-10-02}
}