Zoom
This page covers how to install the Synthflow Zoom app, common use cases, and troubleshooting. Both integrations use the same Synthflow AI app from the Zoom Marketplace.
Call routing steps differ by integration. See the Zoom Phone or Zoom Contact Centre guide for yours.
Integrations available
Route calls to Synthflow agents via Auto Receptionists.
Route contact centre flows to Synthflow agents.
Prerequisites
Confirm the following before you install the Synthflow app or import a phone number.
- A Zoom Phone or Zoom Contact Centre license with the Virtual Agents add-on enabled.
- Admin access to the Zoom admin portal.
Installation
Install the Synthflow AI app in the Zoom Marketplace, and authorize the requested permissions. A virtual agent entry appears 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>, the address Zoom sends calls to. Synthflow auto-populates this field. - Outbound (Outbound Proxy):
156.45.35.193:5061;transport=tls, used for any outbound routing.
Click Import to save the number.
Assign the number to an agent
After the phone number is imported, attach it to the agent that should handle incoming Zoom calls in the agent editor, under Deploy.
One phone number can be assigned to one inbound agent at a time. If you need to reassign the number, remove it from the current agent first. For more on number management, see Phone numbers.
Then complete product-specific routing on the Zoom Phone or Zoom Contact Centre guide.
Use cases
Inbound call handling
Once configured, incoming calls routed from Zoom are forwarded to your Synthflow AI agent. The agent answers calls, follows its configured prompt, and can perform any actions you attach (transfers, booking, data collection).
Call transfers
Transfer limitation: Zoom call transfers can only route to other Zoom numbers using SIP URI addressing. PSTN transfers to standard phone numbers outside Zoom are not supported.
To configure a call transfer for Zoom:
- In the Synthflow dashboard, open or create a Call Transfer action.
- Under Transfer to, select SIP URI.
- 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. - Under SIP Headers, click + Add and add a header with the name
X-tlsand the value1. - Save the action and attach it to your agent.
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.
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 Zoom routes calls to the Synthflow virtual agent. Routing steps differ by integration. See Zoom Phone or Zoom Contact Centre.
- Check that the SIP domain is
156.45.35.193and the outbound proxy is156.45.35.193:5061;transport=tls, with username, password, and auth username left empty. - Ensure your Synthflow agent is on version 2.0 and has the imported Zoom number attached.
- If the virtual agent does not appear in Zoom after installing the app, remove and reinstall Synthflow AI, then check Phone System Management > Virtual Agents again.
Uninstall
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 Zoom routing still pointing to the Synthflow virtual agent will stop working. Update Zoom Phone Auto Receptionist rules or Zoom Contact Centre flows to route elsewhere.
- 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
Which integration should I use?
Use Zoom Phone if you run business phone lines and route calls through Auto Receptionists. Use Zoom Contact Centre if you operate contact centre flows and want AI handling inside those flows.
Do I install the app twice?
No. Both integrations use the same Synthflow AI app from the Zoom Marketplace. Install it once per Zoom account.
What SIP credentials do I use?
Set the SIP domain to 156.45.35.193 and the outbound proxy to 156.45.35.193:5061;transport=tls. Leave the username, password, and auth username fields empty.
Can I transfer calls to a regular phone number (PSTN)?
No. Zoom can only transfer to other Zoom numbers via SIP URI. Configure your call transfer action to use the SIP URI option with the format sip:<number>@<x-source> and add an X-tls SIP header with value 1. See call transfers for full setup steps.
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.