--- sourceDocument: Australia Enable AI sourceDocumentLink: https://www.servicenow.com/docs/r/australia/intelligent-experiences Release : - australia ft:locale : - en-US ft:publication_title : - Australia Enable AI ft:clusterId : - platai bundleId : - platai workflow : - Platform --- # Zoom chat management AI agent # Zoom chat management AI agent {#ariaid-title1} Release version: Australia Updated September 30, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Zoom chat management AI agent The Zoom chat management AI agent enables ServiceNow users to manage Zoom Team Chat directly within the ServiceNow platform. It facilitates creating and updating channels, sending messages, managing channel memberships, and retrieving information about channels and user messages. This integration streamlines Zoom chat operations without leaving ServiceNow. Show full answer Show less ## Key Features * **Channel Management:** Create new channels or update existing channel details. * **Message Handling:** Send chat messages to specific Zoom channels. * **Membership Management:** Add or remove members from Zoom channels. * **Information Retrieval:** Look up channels, channel members, user channels, and retrieve user chat messages. * **Error Reporting:** Provides feedback on action outcomes including any errors encountered. ## Configuration and Access Control * **Third-Party and Specialist Access:** Admins can enable third-party AI agents or AI specialists to use this agent via configuration settings, allowing for extended customization and tool mapping. * **Long-Term Memory:** Optionally enable long-term memory to provide the language model with contextual awareness from previous user interactions. * **User and Data Access Roles:** Access is controlled by specific user roles (default: `sncinternal`) ensuring secure and appropriate use within the organization. ## Tools and Integration The agent uses a set of flow actions within ServiceNow such as "Add Members to Channel," "Create Channel," "Send Chat Message," and others to perform Zoom chat operations. It can be configured for use with Virtual Agent or the ServiceNow Otto panel via the Assistant Designer, enhancing user experience by embedding chat management into conversational interfaces. ## Practical Benefits for ServiceNow Customers By integrating Zoom chat management into ServiceNow, customers can: * Efficiently manage Zoom collaboration channels without switching platforms. * Automate repetitive Zoom chat tasks through ServiceNow workflows and AI assistance. * Maintain control and security via role-based access and configuration options. * Improve response times and collaboration by leveraging AI-driven chat management. This AI agent manages Zoom Team Chat from within ServiceNow. It creates and updates channels, sends chat messages, adds and removes channel members, and looks up channels, channel members, and a user's messages and channels. ## Workflow {#inth-zoom-zoom-chat-management-ai-agent__jfzqtzinhoka} The agent helps the user manage Zoom chat channels, members, and messages. 1. Ask the user what they want to do and collect the details the action needs, such as the channel ID, the user, or the members to add. 2. Create a new channel or update an existing channel's details. 3. Send a chat message to a channel. 4. Add members to a channel or remove a member from it. 5. Look up a channel, its members, or the channels a user belongs to. 6. Retrieve chat messages from a specific user. 7. Report the outcome to the user, including details of any error. {#inth-zoom-zoom-chat-management-ai-agent__ol_now_cgu_hnw} {#inth-zoom-zoom-chat-management-ai-agent__jfzqtzinhoka__entry__2} | Field | Description | |-|-| | Allow third party to access this AI agent | When enabled, third-party AI agents can use this agent. This value is off (false) by default. This setting is defined in the AI Agent configs \[sn_aia_agent_config\] table on the External discoverable field. | | Allow AI specialists to access this AI agent | When enabled, AI specialists can use this agent. This value is off (false) by default. When set to true, more configuration options for tools become available so that an AI specialist can map inputs and response templates to tool outputs. This setting is defined in the AI Agent configs \[sn_aia_agent_config\] table on the Specialist enabled field. | | Manage long-term memory | When enabled, all previous user interactions are used as context for the LLM. This value is off (false) by default. This setting is defined by the sn_aia.ltm.enable_long_term_memory system property. For more information, see [ServiceNow Otto AI agents reference](https://www.servicenow.com/docs/MUqSU8rHp3ao~q3QEWgHkA "Find more information about user roles, tables, and the different properties that are installed in ServiceNow Otto AI agents."). | | Tools | Flow Actions : Add Members to Channel : Create Channel : Look up Channel : Look up Channel Members Stream : Look up User Channels Stream : Look up User Chat Messages Stream : Remove Member from Channel : Send Chat Message : Update Channel | | Allowed user roles The specific user roles that can access this AI agent. | snc_internal | | Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. | snc_internal | | Triggers | Optional. None defined by default. An admin can specify triggers if desired. For more information, see [Add a trigger to an AI agent](https://www.servicenow.com/docs/NXqRJBQV_Vw00FEzklcAJw "In the guided setup for an AI agent, add triggers to run the AI agent automatically when certain conditions are met."). | | Channels | Configure an assistant for Virtual Agent or ServiceNow Otto panel using [Assistant Designer](https://www.servicenow.com/docs/access?context=configure-now-assist-va&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US). | | Used in agentic workflows | Not applicable. | [Table 1. Configuration] **Related topics** * [Zoom Spoke](https://www.servicenow.com/docs/access?context=zoom-spoke&version=australia&pubname=australia-integrate-applications&ft:locale=en-US) * [Integration Hub spokes](https://www.servicenow.com/docs/access?context=spokes-list&version=australia&pubname=australia-integrate-applications&ft:locale=en-US)