Zoom Virtual Agent and Zoom AI for contact centers

See also

Sources

1. 1
   On 22 June 2026 Zoom announced Agent Architect for Zoom Virtual Agent, which generates voice and digital AI agents from prompts, and said the new capabilities were available that day.

   Introducing Agent Architect and Agent Performance Suite for Zoom Virtual Agent · Agent Architect section; availability paragraph · Checked 2026-10-02
2. 2
   Zoom's article on configuring Agentic AI Expert Assist lists a Zoom Contact Center Elite license as the license prerequisite.disputed

   Configuring Zoom Contact Center Agentic AI Expert Assist · Prerequisites section · Checked 2026-10-02
3. 3
   Agentic AI Expert Assist features include orchestrated real-time suggestions, automatic tool execution, a smart response assistant, AI checklists, Ask AI Expert Assist, engagement handover preparation, Live AI Interpreter, real-time text translation, recommended dispositions and Smart Notes.

   Using Zoom Contact Center Agentic AI Expert Assist · Feature sections · Checked 2026-10-02
4. 4
   Admins configure Agentic AI Expert Assist in the Zoom web portal under AI Studio > AI Expert Assist, choosing AI Expert Assist Agentic and then adding an AI agent.

   Configuring Zoom Contact Center Agentic AI Expert Assist · How to configure Agentic AI Expert Assist · Checked 2026-10-02
5. 5
   Zoom's article on using Agentic AI Expert Assist lists a Zoom Contact Center Essentials, Elite or Premium license, with Agentic AI Expert Assist features enabled.disputed

   Using Zoom Contact Center Agentic AI Expert Assist · Prerequisites section · Checked 2026-10-02
6. 6
   Agentic AI Expert Assist saves configurations automatically with Draft, Published and Archived statuses and includes an admin simulator for testing recommendations.

   Configuring Zoom Contact Center Agentic AI Expert Assist · Configuration version control; simulator · Checked 2026-10-02
7. 7
   Classic AI Expert Assist requires a Zoom Contact Center license: either Elite, or Basic/Essential with the AI Expert Assist add-on.

   Configuring Zoom Contact Center Classic AI Expert Assist · Prerequisites section · Checked 2026-10-02
8. 8
   Classic AI Expert Assist matches what the consumer says against an intent group or the knowledge base, and admins set a knowledge base threshold, escalation conditions and tough topics per instance.

   Configuring Zoom Contact Center Classic AI Expert Assist · Overview; instance configuration · Checked 2026-10-02
9. 9
   A Classic AI Expert Assist instance is tied to a voice, messaging or email queue under Contact Center Management > Queue > Policy tab, so the queue must exist first.

   Configuring Zoom Contact Center Classic AI Expert Assist · Prerequisites; associate instance with queue · Checked 2026-10-02
10. 10
    Zoom Virtual Agent offers three agent types: voice agents (phone and IVR), chat agents (web, in-app and messaging), and classic chatbots for websites and mobile apps.

    Getting started with Zoom Virtual Agent · Overview of agent types · Checked 2026-10-02
11. 11
    Chat agent knowledge sources can be existing sources, synced website URLs, uploaded PDF or DOCX files, integrations, or manually written articles.

    Creating a chat agent in Zoom Virtual Agent · Add source / knowledge step · Checked 2026-10-02
12. 12
    Creating a Zoom Virtual Agent chat agent requires both a Zoom Virtual Agent license and a Zoom Contact Center license.

    Creating a chat agent in Zoom Virtual Agent · Prerequisites section · Checked 2026-10-02
13. 13
    Zoom lists web, WhatsApp, Facebook Messenger, SMS, Zoom Chat and Microsoft Teams as chat channels for Zoom Virtual Agent.

    Zoom Virtual Agent Explainer · Channels section · Checked 2026-10-02
14. 14
    Zoom Virtual Agent chat agents can escalate to a live agent and pass a conversation summary with the escalation.

    Getting started with Zoom Virtual Agent · Chat agent description; escalation · Checked 2026-10-02
15. 15
    Zoom Virtual Agent classic chatbots can escalate to third-party systems through custom APIs.

    Getting started with Zoom Virtual Agent · Classic chatbot description · Checked 2026-10-02
16. 16
    On escalation from ZVA, Amazon Connect agents receive context including the detected intent, the transcript, and the conversation end reason and summary.

    Setting up the Zoom Amazon Connect integration · Overview; Setup AWS Lambda function · Checked 2026-10-02
17. 17
    The ZVA Amazon Connect integration uses an AWS Lambda function to fetch conversation data from a Zoom API, with 8 seconds as the recommended timeout.

    Setting up the Zoom Amazon Connect integration · Setup AWS Lambda function · Checked 2026-10-02
18. 18
    The voice transfer integration between Amazon Connect and ZVA uses the Ribbon SBC connector type, and the guide recommends enabling SIP message logs and media metrics for troubleshooting.

    Setting up the Zoom Amazon Connect integration · Create voice transfer integrations · Checked 2026-10-02
19. 19
    In the ZVA Amazon Connect integration, calls arrive at Amazon Connect first, and a flow's Transfer to phone number block sends them to the Zoom virtual number so ZVA can handle them before any live agent.

    Setting up the Zoom Amazon Connect integration · Set up Amazon Connect flow; Configure Transfer to Phone Number block · Checked 2026-10-02
20. 20
    Zoom documents building a voice or chat agent in five steps: create the agent type, connect a knowledge base, add tools, test the agent, then review analytics.

    Getting started with Zoom Virtual Agent · How to create a voice agent or chat agent · Checked 2026-10-02
21. 21
    The ZVA fetch_ticket and update_ticket tools are available only for Zendesk, Salesforce and ServiceNow.

    Creating a voice agent in Zoom Virtual Agent · Skills / CRM tools note · Checked 2026-10-02
22. 22
    A custom voice for a ZVA voice agent comes from a 10 to 30 second recording or an uploaded audio file (MP3, WAV, FLAC, M4A or OGG) of up to 10 MB.

    Creating a voice agent in Zoom Virtual Agent · Voice selection / custom voice · Checked 2026-10-02
23. 23
    Some Zoom Virtual Agent capabilities must be activated by Zoom, including multimodal uploads, Okta integration, outbound calling, the Business Hours tool, the skill library and custom actions.

    Zoom Virtual Agent Explainer · Feature notes marked as requiring activation by Zoom · Checked 2026-10-02
24. 24
    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.

    Setting up Zoom Virtual Agent Genesys support channel · Prerequisites; How to configure the support channel · Checked 2026-10-02
25. 25
    Live Genesys Cloud agents see the ZVA transcript in a custom Genesys script, where a Text component is bound to a transcription variable filled by the Call Data Action.

    Configuring Zoom Virtual Agent Genesys cloud integration · Create Genesys script template · Checked 2026-10-02
26. 26
    For the ZVA Genesys Cloud voice integration, admins create an external SIP trunk in Genesys Cloud using the Generic BYOC Carrier type, and the trunk must use TLS.

    Configuring Zoom Virtual Agent Genesys cloud integration · Configure external SIP trunk in Genesys · Checked 2026-10-02
27. 27
    The Genesys Cloud trunk for ZVA uses the Inbound SIP Termination Identifier zoomcc-<zoom account number>, and Prioritized Caller Selection is set to Call Source.

    Configuring Zoom Virtual Agent Genesys cloud integration · Configure external SIP trunk in Genesys: inbound settings · Checked 2026-10-02
28. 28
    In the ZVA Genesys Cloud integration, a Genesys web service data action calls a Zoom API with the ZVA API key to retrieve the conversation transcript for the live agent.

    Configuring Zoom Virtual Agent Genesys cloud integration · Build web service integration / Call Data Action · Checked 2026-10-02
29. 29
    The ZVA Genesys Cloud setup uses two Architect flows: a virtual agent flow that sends the call to the Zoom virtual number with a Transfer to Number action, and a live agent flow that queues the returning call with Transfer to ACD.

    Configuring Zoom Virtual Agent Genesys cloud integration · Design Architect flows: virtual agent and live agent · Checked 2026-10-02
30. 30
    The ZVA Genesys Cloud integration article refers to SIP User-to-User Information (UUI) as part of how context travels with the transferred call.

    Configuring Zoom Virtual Agent Genesys cloud integration · Architect flow / transcription sections (exact location unconfirmed) · Checked 2026-10-02
31. 31
    The Zoom Virtual Agent Genesys Cloud integration described in KB0081170 covers voice interactions only: a Zoom voice agent handles the caller and can transfer to live Genesys Cloud agents with transcript context.

    Configuring Zoom Virtual Agent Genesys cloud integration · Introduction / overview · Checked 2026-10-02
32. 32
    Zoom's getting-started article lists a Basic, Pro, Business, Education or Enterprise account plus a Zoom Virtual Agent license as prerequisites, with account owner, admin or an equivalent role/privilege.

    Getting started with Zoom Virtual Agent · Prerequisites section · Checked 2026-10-02
33. 33
    ZVA handoff to Genesys Cloud or Amazon Connect follows one pattern: the call moves over SIP to or from a Zoom virtual number, and rich context is pulled by an API call from the third-party platform rather than carried in signalling.inferred

    Setting up the Zoom Amazon Connect integration · Transfer to phone number block and Lambda sections; compared with KB0081170 data action section · Checked 2026-10-02
34. 34
    ZVA knowledge bases can be populated through API integrations with Zendesk, ServiceNow, Salesforce, Kustomer, Freshdesk and Confluence.

    Zoom Virtual Agent Explainer · Knowledge base sources / API integrations · Checked 2026-10-02
35. 35
    A Zoom Virtual Agent knowledge base can be created manually, through a CRM API integration, or by web crawling.

    Getting started with Zoom Virtual Agent · Knowledge base section · Checked 2026-10-02
36. 36
    Zoom Virtual Agent allows up to 100 knowledge bases per account and up to 5,000 articles per knowledge base.

    Zoom Virtual Agent Explainer · Knowledge base section · Checked 2026-10-02
37. 37
    The licenses a ZVA voice deployment needs depend on the path: a ZVA license plus a Zoom Contact Center license for ZCC voice agents, versus a Zoom Phone license plus a ZVA for voice license for the Zoom Phone receptionist.inferred

    Creating a voice agent in Zoom Virtual Agent · Prerequisites; compared with KB0081867 Prerequisites · Checked 2026-10-02
38. 38
    Multilingual ticket forms for ZVA chat escalation are supported only with Zendesk, Salesforce, Kustomer and Intercom; with other CRMs the forms display in English only.

    Creating a chat agent in Zoom Virtual Agent · Note on multilingual ticket forms · Checked 2026-10-02
39. 39
    Zoom offers optional outcome-based pricing for Zoom Virtual Agent, charging for resolved or successfully routed interactions across voice and chat.

    Introducing Agent Architect and Agent Performance Suite for Zoom Virtual Agent · Pricing paragraph · Checked 2026-10-02
40. 40
    Zoom's Agent Performance Suite for ZVA combines Agent Performance (simulation testing), Quality Management that scores both AI and human interactions, and KB Suggestions for knowledge gaps.

    Introducing Agent Architect and Agent Performance Suite for Zoom Virtual Agent · Agent Performance Suite section · Checked 2026-10-02
41. 41
    In Zoom Phone, a virtual agent can be assigned to a Classic auto receptionist, a call queue, a shared line or an individual extension.

    Managing Virtual Agents in Zoom Phone · Assigning virtual agents · Checked 2026-10-02
42. 42
    Using a ZVA voice agent as a Zoom Phone receptionist requires a Zoom Phone license and a Zoom Virtual Agent for voice license, plus an admin role with the Virtual Agent permission.

    Integrating Zoom Virtual Agent with Zoom Phone · Prerequisites section · Checked 2026-10-02
43. 43
    Zoom Support must enable the Zoom Phone Partner Contact Center feature, allowing up to 3 business days; it is then managed under Phone System Management > Company Info > Account Settings, and calls stay on-net over a private SIP trunk.

    Setting up contact center integration · Prerequisites; How to set up · Checked 2026-10-02
44. 44
    Zoom Phone's Partner Contact Center setting, which is separate from ZVA, supports routing calls to Genesys, Five9, NICE inContact, Talkdesk and Twilio.

    Setting up contact center integration · Overview; partner list · Checked 2026-10-02
45. 45
    Zoom Phone virtual agent policies include automatic call recording, with optional transcription and a disclaimer, and a data retention setting that deletes data after a set period.

    Managing Virtual Agents in Zoom Phone · Policy management section · Checked 2026-10-02
46. 46
    On Zoom Phone, a ZVA receptionist routes with a Zoom_phone_routing tool, books appointments through an Appointment_scheduling tool tied to Zoom Scheduler, and transfers by name to users, call queues, shared lines, common areas or auto receptionists.

    Integrating Zoom Virtual Agent with Zoom Phone · Routing and scheduling skills sections · Checked 2026-10-02
47. 47
    Zoom Phone's virtual agent list can include third-party agents, which are managed through an integration number that admins can copy or edit and through the Zoom App Marketplace.

    Managing Virtual Agents in Zoom Phone · Management actions: third-party agents · Checked 2026-10-02
48. 48
    Zoom says the standalone ZVA Receptionist supports more than 10 languages and includes live transcription, appointment scheduling and call routing.

    Deploy Zoom Virtual Agent Receptionist across any telephony environment · Features paragraph · Checked 2026-10-02
49. 49
    At launch, the standalone ZVA Receptionist was priced from USD 29.99 per month per 100 minutes billed monthly, or USD 24.99 per month per 100 minutes billed annually, with a free trial for new and existing customers.

    Deploy Zoom Virtual Agent Receptionist across any telephony environment · Pricing and availability paragraph · Checked 2026-10-02
50. 50
    On 9 July 2026 Zoom announced a standalone Zoom Virtual Agent Receptionist that works with any existing phone system, so Zoom Phone is not required.

    Deploy Zoom Virtual Agent Receptionist across any telephony environment · Opening paragraphs · Checked 2026-10-02
51. 51
    Zoom provides a Zoom Virtual Agent SDK to deploy chat on the web, Android and iOS, and Android and iOS use requires a Zoom Virtual Agent license.

    Zoom Virtual Agent - Virtual Agent - Zoom Developer Docs · Overview section · Checked 2026-10-02
52. 52
    Zoom Virtual Agent is available as a standalone product or as an add-on to Zoom Contact Center.

    Zoom Virtual Agent - Virtual Agent - Zoom Developer Docs · Overview section · Checked 2026-10-02
53. 53
    Zoom's ZVA agent articles state that subprocessors may retain content for up to 30 days for trust and safety purposes.

    Creating a voice agent in Zoom Virtual Agent · Note on subprocessor data retention · Checked 2026-10-02
54. 54
    The ZVA 'Talk to an agent' trigger sets how many times a consumer must ask for a human before the agent transfers to a live agent, from 1 to 5 with a default of 1.

    Creating a voice agent in Zoom Virtual Agent · Talk to an agent trigger setting · Checked 2026-10-02
55. 55
    Zoom names Genesys Cloud and Amazon Connect as third-party CCaaS platforms Zoom Virtual Agent integrates with, alongside its native Zoom Contact Center integration.

    Virtual Agent - 24/7 Support Solutions · Integrations section · Checked 2026-10-02
56. 56
    Creating a Zoom Virtual Agent voice agent requires both a Zoom Virtual Agent license and a Zoom Contact Center license on a Basic, Pro, Business, Education or Enterprise account.

    Creating a voice agent in Zoom Virtual Agent · Prerequisites section · Checked 2026-10-02
57. 57
    Admins create voice agents in the Zoom web portal under AI Studio > Virtual Agents > Voice agent, building from instructions or from a template.

    Creating a voice agent in Zoom Virtual Agent · How to create a voice agent · Checked 2026-10-02
58. 58
    Zoom Virtual Agent voice agents escalate callers to live voice agents in Zoom Contact Center.

    Getting started with Zoom Virtual Agent · Voice agent description; escalation · Checked 2026-10-02

Documents

Cite this page

WarmTransfer. (2026, October 2). Zoom Virtual Agent and Zoom AI for contact centers. WarmTransfer. https://warmtransfer.net/knowledge/zoom-virtual-agent

@misc{warmtransfer-zoom-virtual-agent,
  title  = {Zoom Virtual Agent and Zoom AI for contact centers},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/zoom-virtual-agent},
  note   = {Verified 2026-10-02}
}