Smart Embed

Zoom Contact Center Smart Embed is a fast and flexible solution that lets you quickly embed a softphone for Contact Center in your third-party web application.

  • Administrators can allow third-party applications to use the app when they install it and configure approved domains.
  • End users can sign in to the Smart Embed in their third-party app by using their Zoom credentials.

Smart Embed provides web applications the ability to control the softphone, including features such as click-to-call, receive calls, notifications for inbound and outbound calls, auto call logging, and support for custom notes pages.

Key features

  • Iframe-based integration - Embed the softphone using a simple iframe code snippet
  • PostMessage API - Communicate with Smart Embed through browser postMessage events
  • Multi-channel support - Handle voice, video, web chat, SMS, and work items
  • Call control - Manage calls with features like hold, mute, transfer, and conference
  • Contact integration - Search and link contacts from your CRM or web application
  • Custom workflows - Build custom notes pages, screen pops, and call logging
  • SSO support - Streamline agent login with SAML single sign-on

Supported platforms

Smart Embed is available for browser-based apps on Google Chrome and Microsoft Edge.

Supported channels

Smart Embed supports a variety of communication channels.

  • Voice
  • Video
  • Web chat
  • SMS
  • Work item

How it works

Smart Embed uses an iframe-based architecture that communicates with your parent web application through the browser's postMessage API. To use Smart Embed, you application:

  1. Embeds the Smart Embed iframe in your web page
  2. Listens for events from Smart Embed (call ringing, status changes, etc.)
  3. Sends commands to Smart Embed (click-to-call, accept engagement, etc.)
  4. Receives responses and updates your UI accordingly

Next steps

Now that you have an understanding of what Smart Embed is and how it works, use these links to dig deeper.