Integrating Third-Party Voice Bots with Zoom Contact Center

Zoom Contact Center can be integrated with third-party voice bots using marketplace applications. By utilizing event-driven Actions and Triggers alongside secure SIP connectivity, developers and administrators can embed external AI voice agents directly into Zoom Contact Center call flows.

This integration framework allows your third-party bot to interact with callers, process context dynamically using asynchronous REST APIs, and execute seamless handoffs to live human agents while fully preserving conversation metadata, summaries, and transcripts.

Integration Roadmap

The implementation is broken down into five required phases:

• Create the Zoom Marketplace App
• Configure Webhooks, Actions, and Triggers
• Provision Connectors in the Admin Portal
• Embed the Voice Bot Widget in a Call Flow
• Configure the SIP Trunk and SBC Network
• Define Data Mapping and Webhook Payloads
• Perform End-to-End Handoff Testing