TELEPHONYZoom

Zoom Contact Centre

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The Zoom Contact Centre integration routes incoming contact centre calls to Synthflow AI agents through Zoom flow-based routing.

Prerequisites

Confirm the following before you configure contact centre flow routing.

  • Synthflow app installed in Zoom. Install Synthflow AI, import the integration number, and assign it to an agent.
  • Zoom Contact Centre license. Your account needs Zoom Contact Centre with the Virtual Agents add-on enabled.

Route calls

In the Zoom admin portal, configure your Zoom Contact Centre flows to route calls to the Synthflow virtual agent. The exact steps depend on your contact centre flow configuration, but generally:

  1. Open your contact centre flow editor.
  2. Add or edit a routing step to direct calls to the Synthflow virtual agent.
  3. Save and publish the flow.

Incoming calls matching the flow are forwarded to Synthflow for AI handling.