Zoom Virtual AgentUpdated a month ago

Zoom Virtual Agent is a conversational artificial intelligence (AI) and chatbot solution that works around the clock on multiple customer support channels to deliver fast and personalized customer experiences, reduce call volumes to human agents, and drive significant operational efficiencies.

Steps

Connect the integration

1. Go to Settings -> App Store -> All Apps.

2. Find Zoom Virtual Agent on the list and click on it.

3. Click the Connect App button.

4. You'll be redirected to the Virtual Agent settings under your Zoom Admin Portal, go to the Integrations section.

5. Click Add Integration then Gorgias.

6. On the Add Gorgias Integration page, specify the following:

Under Connection Settings, enter a display name for your Gorgias connection - this name will be used to refer to this URL inside the Zoom Virtual Agent application instance. 

Under Configuration Settings, enter the associated subdomain.

7. Click Save.

A new tab will open and take you to the authentication flow. If you are already logged into Gorgias, you won't be asked for your credentials. However, if you are not logged in, you will be prompted to enter your credentials and submit them. After you successfully log in, you'll be able to see the integration added to your integrations page.

8. In the navigation menu, click AI Management then Integrations and you'll see the Gorgias application with a Connected status.

Setting up Zoom Virtual Agent Gorgias support channel

1. Sign in to the Zoom web portal.

2. In the navigation menu, click AI Management then Virtual Agents.

3. Click the Support Channels tab.

4. Click Add Channel and a pop-up window will appear.

5. In the pop-up window, perform the following:

Under Channel Source, select Integration. 

Under Support Channel Name, enter a display name for your support channel. 

Under 3rd Party Support Channels, select your Gorgias connection. 

Under Channel Type, select CRM Ticket Form. 

Under Ticket Form, select Basic Ticket Form from the drop-down.

6. Click Add.

Connect the Gorgias support channel to a bot

1. Sign in to the Zoom web portal.

2. In the navigation menu, click AI Management then Virtual Agents.

3. In the Chatbots tab, click Add Chatbot and a pop-up window will appear.

4. In the pop-up window, specify the following:

Name: Enter a display name to help identify the chatbot.

Description (Optional): Enter a description for the chatbot.

5. Click Add and you'll be directed to the Settings tab.

6. Under Intent Settings, select and add the associated intent domain from the list.

7. Under Support Channels, click Manage Channels.

8. Select Gorgias support channel as the default support channel to be used for the bot.

9. Click Save.

10. Next to the chatbot’s name, click the Publish button to publish the bot.