Zoom Phone
Alpha availability — This integration is in alpha testing and not yet available for general use. It requires an enterprise integration with Synthflow and is currently deployed only in the U.S. region.
Contact your Synthflow account manager to request access to the Zoom Phone integration.
Zoom Phone’s Virtual Agent feature routes incoming calls to a Synthflow AI agent. Instead of traditional SIP trunk provisioning, you 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): The SIP proxy address provided by your account manager, 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:
- Open the Auto Receptionist assigned to that number.
- Edit the call routing rules.
- Set the routing destination to your Synthflow virtual agent.
- 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, open the Synthflow dashboard and navigate to your agent. Attach the imported Zoom Phone number to the agent so it can begin handling calls.
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 credentials (domain, username, password, outbound proxy) were entered without trailing spaces or typos.
- 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
Both warm and cold call transfers work with Zoom Phone. The Synthflow agent can transfer calls to external phone numbers or SIP endpoints during a conversation.
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:
- Open the Zoom App Marketplace and go to Manage > Added Apps.
- Find Synthflow AI and click Remove.
- 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.
Known limitations
- U.S. region only. The Zoom Phone integration is currently deployed for customers in the U.S. region.
- Alpha status. This integration is in alpha testing and is not available for self-service sign-up.
- Enterprise integration required. Access must be provisioned by Synthflow on a per-account basis.
FAQ
How do I get access to the Zoom Phone integration?
Contact your Synthflow account manager. The integration requires an enterprise plan and is enabled on a per-account basis.
Can I use this integration outside the U.S.?
Not at this time. The integration is currently limited to the U.S. region.
Where do I find my SIP credentials?
Your Synthflow account manager provides the SIP domain, username, password, outbound proxy, and auth username during onboarding.
What happens to my data if I remove the app?
Synthflow retains call logs and recordings made before removal per its data retention policy. To request deletion, contact support@synthflow.ai.
