Zoom Phone

Zoom Phone’s Virtual Agent feature routes incoming calls to a Synthflow AI agent. You will install the Synthflow app from the Zoom Marketplace, copy the integration phone number into Synthflow as a custom number, and point your Auto Receptionist to the virtual agent.

Prerequisites

• A Zoom Phone license with the Virtual Agents add-on enabled.
• A Synthflow Enterprise plan with the Zoom Phone integration enabled by your account manager.
• Admin access to the Zoom admin portal.

Adding the app

Install the Synthflow app from the Zoom Marketplace

Open the Zoom App Marketplace and search for Synthflow AI. Install the app and authorize the requested permissions. After installation, the app appears under Added apps in the Zoom Marketplace management page.

Once the app is connected, a virtual agent entry is created automatically under Phone System Management > Virtual Agents in the Zoom admin portal.

Copy the integration phone number into Synthflow

In the Zoom admin portal, navigate to Phone System Management > Virtual Agents. Click the three-dot menu next to your Synthflow virtual agent and select Copy integration number.

Next, open the Synthflow dashboard and go to Phone Numbers. Click Import Phone Number and configure the following fields:

Scroll down to confirm the Origination URI field. Note the inbound and outbound SIP URIs:

• Inbound (Origination URI): sip:sip.synthflow.ai:<port> — this is the address Zoom sends calls to and is auto-populated by Synthflow.
• Outbound (Outbound Proxy): 156.45.35.193:5061;transport=tls, used for any outbound routing.

Click Import to save the number.

Route calls via Auto Receptionists

In the Zoom admin portal, navigate to Phone System Management > Auto Receptionists. For each phone number you want Synthflow to handle:

1. Open the Auto Receptionist assigned to that number.
2. Edit the call routing rules.
3. Set the routing destination to your Synthflow virtual agent.
4. Save the changes.

Repeat for every number that should be answered by the AI agent. Once routing is active, incoming calls to those numbers are forwarded to Synthflow.

Assign the number to an agent

After the phone number is imported, attach it to the agent that should handle incoming Zoom Phone calls:

1. In the Synthflow dashboard, open the agent you want to receive calls.
2. Go to the Configure tab and scroll to the Phone number section.
3. Select the Zoom Phone number you imported from the dropdown.
4. Click Save to apply the change.

The agent is now live on that number. Any call routed through Zoom’s Auto Receptionist to the Synthflow virtual agent will be answered by this agent.

Troubleshooting

If calls are not reaching your Synthflow agent after completing the setup:

• Verify that the integration number copied from Zoom matches the phone number entered in Synthflow exactly.
• Confirm that the Auto Receptionist routing destination is set to the Synthflow virtual agent, not another extension or queue.
• Check that the SIP domain is 156.45.35.193 and the outbound proxy is 156.45.35.193:5061;transport=tls, with username, password, and auth username left empty.
• Ensure your Synthflow agent is on version 2.0 and has the imported Zoom Phone number attached.
• Contact your Synthflow account manager if the virtual agent does not appear in Zoom after installing the app.

Usage

Inbound call handling

Once configured, incoming calls to numbers routed through the Auto Receptionist are forwarded to your Synthflow AI agent. The agent answers calls, follows its configured prompt, and can perform any actions available to it (transfers, booking, data collection).

Prerequisites: The Synthflow app must be installed, the integration number imported, and at least one Auto Receptionist routing rule pointing to the Synthflow virtual agent.

Call transfers

Call transfers with Zoom Phone can only route to other Zoom Phone numbers using SIP URI addressing. PSTN transfers (to standard phone numbers outside Zoom) are not supported.

To configure a call transfer for Zoom Phone:

1. In the Synthflow dashboard, open or create a Call Transfer action.
2. Under Transfer to, select SIP URI.
3. Enter the SIP URI in the format sip:<number>@<X-Source>:5061, where <X-Source> is a dynamic variable that resolves to the Zoom media IP at call time.
4. Under SIP Headers, click + Add and add a header with the name X-tls and the value 1.
5. Save the action and attach it to your agent.

Prerequisites: Call transfer actions must be configured on the agent in the Synthflow dashboard.

Call recordings and transcripts

Call recordings and transcripts are available in the Synthflow dashboard under the agent’s call history, the same as any other Synthflow call.

Prerequisites: None beyond the base integration setup.

Removing the app

To disconnect Synthflow from your Zoom account:

1. Open the Zoom App Marketplace and go to Manage > Added Apps.
2. Find Synthflow AI and click Remove.
3. Confirm the removal when prompted.

After removing the app:

• The Synthflow virtual agent entry is deleted from Phone System Management > Virtual Agents in Zoom.
• Any Auto Receptionist rules still pointing to the Synthflow virtual agent will stop working. Update those rules to route to another destination.
• The imported phone number in Synthflow becomes inactive. You can delete it from the Phone Numbers page in the Synthflow dashboard.
• Synthflow retains call logs and recordings made before removal in accordance with its data retention policy. To request deletion of your data, contact support@synthflow.ai.

FAQ