Manage waiting rooms for Zoom Contact Center
Waiting rooms can be created and edited by administrators. An inbound video engagement can be complemented with a waiting room, providing a rich media experience while the customer waits for an agent. For example, it is possible to display the company logo and provide a short description of your company to let consumers know that an agent will be in touch with them shortly. It is possible to change the settings of a waiting room after it has been created.
This article covers:
- How to add a waiting room
- How to edit or duplicate a waiting room
Prerequisites for managing waiting rooms
- Ownership or administrative privileges for an account
- Account type: Professional, Business, or Education
- A Zoom Contact Center license is required
How to add a waiting room
- If you log into Zoom’s web portal, you can access the web portal.
- In the navigation menu, click Contact Center Management where you will see a link to the Waiting Room.
- Click the Add button.
- Please provide the following information:
- Name: Please enter a friendly name for the waiting room to make it easier to identify.
- Description (Optional): To describe the waiting room internally, enter the following information.
- Click the Save button to save your changes.
You can find information about the new waiting room in the waiting room section of the website. - It is possible to change the settings of the new waiting room by clicking on the name displayed.
How to edit or duplicate a waiting room
- You can access the Zoom web portal by logging in.
- Select Contact Center Management from the navigation menu and then select Waiting Room from the list.
- If you click on the ellipse symbol (…), you can choose from the following options in the last column:
- Edit: It is possible to change the waiting room settings.
- Customize: To customize the waiting room, you need to change the settings.
- Duplicate: In a new waiting room, duplicate the waiting room’s settings. The display name and description must be changed.
