Adding the Zoom Contact Center Channel

Zoom Contact Center (ZCC) is an automation solution for enterprises to manage customer interactions across voice and chat channels. It enables chat automation through Asynchronous Webhook Integration. The Kore.ai XO Platform now supports the Zoom Contact Center channel to integrate virtual assistants for rich and asynchronous messaging experiences.

This integration streamlines customer support, automates responses, and improves overall operational efficiency, leading to enhanced customer experiences and increased productivity.

How it Works

Here’s a general overview of how virtual assistant interactions work on the Zoom Contact Center Channel:

• Setup and Configuration: Kore.ai sets up and configures the integration between their virtual assistant 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 virtual assistants on the XO 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 XO 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.

Prerequisites

Please ensure you have the following before enabling this channel:

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

Setting up Zoom Contact Center

The important steps to set up the ZCC channel are summarized below:

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

Step 1: Associate an App

As a first step to enable the channel, associate an app on the XO Platform by selecting an app from the list or creating a new one.

To create an app, follow the steps below:

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 Bot Builder,. For example, My App Registration.
   • Select one of these scopes for the app:
     • Allow anonymous users to chat with the bot: Enables anonymous users to interact with the bot.
     • Auto register new users on XO 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 XO 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 XO 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.

Step 2: Add Kore.ai Chatbot Connector Instance

To set up Zoom Contact Center as a channel, the bot has to be associated with the instance of the Kore.ai Chat bot connector available in the Zoom app marketplace. To create a Chatbot Connector, follow the steps below:

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.

Step 3: Authorize the Connector

The next step after creating a connector is to authorize it on the Create Kore.ai Connector page of the Zoom App Marketplace portal. To configure, follow the steps below:

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 Kore.ai Platform to connect to the app. For example, the base URL for Kore.ai is bots.kore.ai.
   • Copy and paste the Bot ID, Client ID, and Client Secret values from the Channels & Flows > Channels > Digital > All > Configurred section of the XO 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 Kore.ai XO Platform in the Zoom Contact Center > Configurations section.

6. Copy the Webhook URL from the Zoom Contact Center > Configurations section of the XO Platform.

7. Paste on the Create Kore.ai Chatbot Connector page, and click Next.

The following message appears once the Kore.ai Chatbot connector is authorized successfully.

Step 4: Enable the Channel

The final step in the setup is to enable the channel on the XO Platform. To enable, follow the steps below:

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

You’re now ready to test the new channel integration by publishing your virtual assistant. Learn more.