Configure Webhooks, Actions, and Triggers

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Configure Webhooks, Actions, and Triggers

To allow a third-party voice bot platform to interact programmatically with Zoom Contact Center, the application requires a secure data exchange channel.

In this step, we will have to configure a secure, static incoming webhook gateway and map Zoom's built-in VoiceBot Actions and Triggers to handle asynchronous communication.

Create a Static Incoming Webhook Gateway

First, we will have to build the primary secure API gateway that the voice bot platform calls to update active interaction context.

1. In the application configuration workspace, navigate to the Features section on the left sidebar and select the Connect tab.
2. Select Incoming Webhooks and click Create New Incoming Webhook.
3. In the configuration window, locate the Type dropdown and change it from REST Hook to Static.
4. Provide an identifiable name for the webhook gateway (e.g., VoiceBot Core Data Link).
5. Secure the Credentials: The system will generate a unique Key and Secret. Copy and securely store these tokens; the bot platform must use them to authenticate all REST calls directed into Zoom.
6. Select an appropriate hashing mechanism under the Hash Algorithm dropdown menu (do not leave blank).
7. Toggle the state to Enable and save the changes.


Configure Built-In Actions (VoiceBot Events)

Next, we will have to implement App Actions, which act as plugins to route structured outbound information from Zoom to external systems.

1. Scroll down the application configurations to the Actions and Triggers section.
2. Click on the Action tab and click Add Actions.
3. Choose Built-in Actions from the selection prompt.
4. Select VoiceBot Events from the standard catalog and click next.
5. In the wizard setup options, proceed through the Access and Form Builder screens (the default configuration settings are sufficient).
6. When reaching the Transformations screen, select the Static Webhook provisioned in the previous step (e.g., VoiceBot Core Data Link).
7. Click Finish to build out the Action pipeline.


Configure the Built-In Trigger (VoiceBot All Events)

Next, we will have to add App Triggers to automatically notify the application ecosystem when specific milestone events occur within the Zoom Contact Center runtime environment.

1. Under the Actions and Triggers workspace, click on the Triggers tab.
2. Click Add Trigger and select Built-in Triggers.
3. Select VoiceBot All Events from the baseline catalog list.
4. Advance through the configuration wizard screens, maintaining default values for Access and Form Builder.
5. In the Transformations window, select the same Static Webhook target created in the first step.
6. Click Finish to deploy the active trigger framework.


Critical Timing Rule: When the platform leverages these event workflows, the external voice engine must transmit metadata and event details to Zoom prior to executing a SIP REFER line transfer. Events delivered after line tear-down cannot be tied back to the customer interaction.

Generate a Local Test Connection

Finally, we will have to deploy a local sandboxed connection of the marketplace application to verify that the configurations render correctly.

1. Navigate to the application's Local Test view on the left menu pane.
2. Click Preview your app listing page.
3. Select Add App and designate the installation boundaries (e.g., All users on the account).
4. Click authorize to generate a new instance connection. The system will prompt to supply a Connection Name.
   • Note: This connection name represents the explicit label that customer administrators will select within the Zoom Contact Center visual design widgets. Choose a descriptive label (e.g., Dialogflow_Voice_Agent).
5. Verify success by navigating to Marketplace → Manage → Added Apps → Apps in Development. Confirm that the target application lists an active Connections count of 1.