Adding entry points to a flow in zoom app

It is a way for customers to communicate with a system within a contact center through an entry point. There are different types of entry points that are determined by the type of flow:

• Voice or SMS flows: Phone number

• Video or chat flows: Entry ID

The entry point for a voice flow can be as simple as adding a phone number, for example. It is expected that customers will be directed through the contact center system when they call this phone number.

In addition to creating a campaign for customers to choose how to enter a Zoom Room, you can set up a Zoom Room kiosk that can serve as a way to guide consumers to a video flow.

Prerequisites for adding or editing entry points

• Ownership or administrative privileges of the account

• Whether you are a Business, Education, or Pro account holder

• An active license for Zoom Contact Center is required

• Create voice, video, web, in-app, or SMS flows based on your preference

• Voice or SMS flows: Obtaining and unassigning a phone number

• Video, Web Chat, or In-App Chat flows: The entry ID has been created

• Flows associated with an associated flow must be in the Published state

How to add or edit voice or SMS entry points using the Flows page

1. Zoom’s web portal can be accessed by logging in.

2. Click Contact Center Management from the navigation menu and then click Flows from the drop-down list.

3. If you would like to edit a flow, locate it on your screen.

4. It is recommended that you click the ellipsis icon in the last column and then click Manage Entry Points.

5. The following entry points can be added or removed:

   • In order to add, you need to click on Add Entry Point, add the phone numbers you wish to add as entries, and then click Save. When you do not have any unassigned numbers and you would like to obtain some, you should click Get Numbers.

   • In order to remove a phone number, click on the close icon next to the number in question. As a result, the phone number will no longer be assigned.

6. Please click the Save button to save the changes.

How to add or edit video, web chat, or in-app chat entry points using the Flows page

Note: The Zoom Marketplace has instructions on how to configure video or chat entry points on the Zoom website in case you’re interested in learning more.

1. Zoom’s web portal can be accessed by logging in.

2. Click Contact Center Management from the navigation menu and then click Flows from the drop-down list.

3. If you would like to edit a flow, locate it on your screen.

4. It is recommended that you click the ellipsis icon in the last column and then click Manage Entry Points.

5. The following entry points can be added or removed:

   • Adding entry points is as easy as clicking Add Entry Point, selecting the entry IDs you wish to be added as entry points, and clicking Save.

   • The entry ID can be removed by clicking on the close icon located next to it.

6. Save the file by clicking the Save button.

How to add or edit entry points using the flow editor

The Start widget can also be customized in the flow editor in order to assign or edit triggers as part of the flow.

1. Zoom’s web portal can be accessed by logging in.

2. Click Contact Center Management from the navigation menu and then click Flows from the drop-down list.

3. Flows can either be created from scratch or they can be edited once they are already created.

4. The widget Start will appear once you select it.

5. Click on the Manage Entry Point button under the Settings tab.

6. Change the entry points by adding or removing them:

   • Add entry points by clicking the Add Entry Point button, selecting the phone numbers or entry IDs that will be added as entry points, and then clicking Save.

   • The phone number or entry ID can be removed by clicking the close icon next to it.

7. Save the file by clicking on the Save button.