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

  1. If you log into Zoom’s web portal, you can access the web portal.
  2. In the navigation menu, click Contact Center Management where you will see a link to the Waiting Room.
  3. Click the Add button.
  4. 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.
  5. 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.
  6. 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

  1. You can access the Zoom web portal by logging in.
  2. Select Contact Center Management from the navigation menu and then select Waiting Room from the list.
  3. 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.

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