Adding the Zoom Contact Center Channel

Documentation Index

Fetch the complete documentation index at: https://koreai.mintlify.app/llms.txt

Use this file to discover all available pages before exploring further.

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How it Works

• Setup and Configuration: Kore.ai sets up and configures the integration between their AI Agent and ZCC. This involves installing specific connectors provided by Zoom and configuring the settings to establish a connection.
• Channel Integration: Once the integration is set up, the AI Agents on the Platform can be configured to use ZCC as one of its communication channels. This means that incoming customer inquiries can be handled through Zoom’s communication platform, which may include voice calls and chat messages.
• Routing and Distribution: When a customer initiates contact through ZCC, the Platform’s routing system directs the interaction to an available agent based on predefined rules and criteria.
• Agent Interaction: The agent receives the customer interaction and responds to the customer using ZCC’s communication features, such as answering voice calls or chat messages.

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Prerequisites

1. A Zoom App Marketplace Developer account. Don’t have an account? Sign up here.
2. Developer access to the Platform. Need Developer Access? Contact us.

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Setting up Zoom Contact Center

1. Associate an App to the channel.
2. Create a Bot Connector instance on Zoom App Marketplace to associate an AI Agent.
3. Authorize the connector by configuring the required parameters.
4. Enable the channel on the Platform.

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Step 1: Associate an App

1. Navigate to Channels & Flows > Channels > Digital > All.
2. Select Zoom Contact Center.
3. Click the Configurations tab.
4. If you’re creating an app for the first time, click the Create App link. Otherwise, select Create App from the dropdown list or click Add.
5. In the Create New Client App window, follow the steps below:
   • In the Name field, enter the name for the app registration used in App Builder,. For example, My App Registration.
   • Select one of these scopes for the app:
     • Allow anonymous users to chat with the AI Agent: Enables anonymous users to interact with the AI Agent.
     • Auto register new users on Platform: Select to control the auto-user registration in Kore.ai if the user assertion is unknown.
   • In the JWT Signing Algorithms Used For Client App Authentication drop-down list, select one of the following security algorithms:
     • RS256/RS512: Select to enable the Public Key. The Private key, used for encryption, is provided by the user, and the Public key, used for decryption, is provided by the Platform. Both the keys have to be used for generating the token. The Public Key is used by the Platform to authenticate the client application.
     • HS256/HS512: Select to generate a Secret Key and a Client ID. The Client ID is required for app initialization, and the Secret Key is used by the Platform to authenticate the client application.
   • (Optional) In the Push Notifications section, click Enable and then specify a URL to send the notifications.
   • When you Enable the Push Notifications, you can select one of the following options to manage the notifications:
     • All Messages - Sends push notifications for all conversation messages to the client app.
     • Message Delivery Failures - Sends push notifications for failure scenarios such as WebSocket Disconnected, App is Killed, and Message Delivery Failure.
   • To customize the display messages for the push notifications messages sent to the client app, select one of the following options:
     • Send Original Messages - Sends the actual conversation message as part of the push notification.
     • Show a standard message from standard responses - Sends a generic message instead of the original message.
   • Click Manage Responses to add custom messages in the push notification. To learn more about adding responses, read articles Default Standard Responses and Default Conversations.
   • Click Save and then, click Create.

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Step 2: Add Kore.ai Chatbot Connector Instance

1. Log in to the Zoom App Marketplace.
2. Select App Types > Connectors on the left navigation menu.
3. On the Connectors page, select the Kore.ai Chatbot option.
4. On the Overview page, click Add Connector.

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Step 3: Authorize the Connector

1. Provide the following information for Set Preferences:
   • Connector Name.
   • Select Zoom Contact Center.
   • Select Chatbot from the dropdown for Choose Bot Type.
   • Click Next.
2. Provide the following information in the Authorize section:
   • Select the region you want the chatbot to be available from the dropdown.
   • The Base URL of the Platform to connect to the app. For example, the base URL for Kore.ai is platform.kore.ai.
   • Copy and paste the Bot ID, Client ID, and Client Secret values from the Channels & Flows > Channels > Digital > All > Configured section of the Platform (shown below) for Authorization Parameters.
3. Click Next.
4. Copy the Post URL and Access Token values from the Create Kore.ai Chatbot Connector page.
5. Paste to the relevant fields on the Platform in the Zoom Contact Center > Configurations section.
6. Copy the Webhook URL from the Zoom Contact Center > Configurations section of the Platform.
7. Paste on the Create Kore.ai Chatbot Connector page, and click Next.

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Step 4: Enable the Channel

1. On the Platform, under Zoom Contact Center > Configurations, select Yes for Enable Channel.
2. Click Save.