Contact Center apps

Zoom Contact Center apps are part of a Zoom Contact Center engagement. This means that the Zoom desktop client will offer your app to the agent in the scope of an engagement. Agents cannot open your app within Zoom Contact Center outside of an engagement.

With this in mind, consider the following when building your app:

• While agents can visually open only a single Contact Center engagement at a time, agents can handle more than one engagement (e.g. multiple web chats) by switching between the engagements.
• You will need to validate your app functionality with a number of common Contact Center workflows.
• Your app has a single webview instance that runs in the Zoom Contact Center context. You need to listen for the app events that tell you when the agent is switching to other engagements.
• Because the Zoom client renders your Zoom app UI in the context of a Zoom Contact Center engagement, your Zoom App UI will be hidden along with the other engagement data once the agent closes/completes the engagement disposition.

For more information on considerations for Contact Center, see App considerations.