Using Chat Zoom Connector

  • Release version: Australia
  • Updated August 3, 2023
  • 1 minute to read

    • Initiate a Zoom meeting directly from a chat by using the Chat Zoom Connector application.

    As an agent you can initiate a Zoom meeting from a chat to understand and resolve customer issues faster through live interactions. For more information, see Initiate Zoom meetings from chats.

    By default, for each interaction record for a Zoom meeting, a Notify conference call number is also generated. As an agent, you or the agent manager can access the recording URL of the Zoom meeting from the activity stream of the interaction record.

    As an agent manager, you can access the details of Zoom meetings initiated from a customer chat using the Zoom interaction record. The meeting recordings are available in the interaction record created for Zoom. For more information, see View details for Zoom meetings initiated from chats.

    Note:
    The conference call details of a Zoom meeting are stored in the Notify Conference Calls [notify_conference_call] table.

    As a user in the notify_admin or notify_view role, you can access the details of a Zoom meeting by navigating to Notify > Recordings, and selecting the corresponding conference call number. For more information, see Notify conference calls.

    Chat Zoom Connector user roles

    The users with the roles listed in the following table can use the Chat Zoom Connector application.

    Table 1. Roles required for Chat Zoom Connector
    Roles Tasks
    agent_workspace_user Initiate a Zoom meeting from a chat to understand customer issues and resolve issues faster through live interactions.
    sn_customerservice_manager View details for Zoom meetings initiated from a customer chat using the Zoom interaction record. The meeting recordings are available in the interaction record created for Zoom meetings.
    notify_admin, notify_view View details for Zoom meetings initiated from a customer chat by using Notify.

    Activation information

    Configure the Chat Zoom Connector application for initiating Zoom meetings from customer chats. For more information, see Configure Chat Zoom Connector.