Changing inbox settings in zoom app

Admins can change the settings of an inbox after it has been created, such as granting users access to it or automatically deleting messages from the inbox after a specified period of time has passed.

Prerequisites for changing inbox settings

• Ownership or administrative privileges of the account

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

• A license for Zoom Contact Center is required

How to access inbox settings

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

2. Select Contact Center Management from the navigation menu, and then select Inbox from the menu.

3. In order to edit an inbox, click on the inbox’s display name.

Inbox settings

Settings section

• Display name: You can change the display name of the inbox by clicking the pencil icon that appears when you click on it.

• Inbox type: There are several types of inboxes that can be displayed.

• Access: Depending on the situation, you may want to indicate how many users have access to the inbox, but not how many queues they belong to. Voicemail and videomail messages can be played, downloaded, or deleted by users with access to the voicemail or videomail inbox. If you want to edit queues or give access to certain users, you can do that.

• Delete voicemail after a specified number of days: You will need to specify how many days you wish to extend. If the specified number of days have passed since a message was received in your inbox, that message will be permanently deleted.

• Soft Delete: The inbox message soft detention period should be changed to a longer period.

Storage section

• Inbox Content Storage Location: Make sure that Communications Content is stored in the correct location.

Policy section

• Voicemail Transcription: The Zoom client, Zoom’s web portal, and email notifications would be able to provide users with access to transcriptions of voicemail messages if Zoom was able to transcribe the voicemail message.

• Voicemail Notification By Email: The voicemail notification settings can be changed to enable email notifications.

How to allow access to an inbox

Allow queues to access an inbox

In order for queues to access the inbox, you need to grant them access. All supervisors and queue members will have full access to the inbox, allowing them to keep track of the status of their queues.

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

2. Click the Contact Center Management menu item, then click the Inbox item on the menu.

3. In order to edit an inbox, click on the inbox’s display name.

4. Click on Add, View, or Edit in the Access section of the page, and then click Save.

5. Go to the queues tab and click on it.

6. After clicking on Add Queue, a new window will appear.

7. Then, click Save after selecting the queues you would like to add.

Allow specific users to access an inbox

Alternatively, you may be able to grant access to the inbox to specific Zoom Contact Center users depending on their role.

1. You will need to sign into the Zoom website.

2. Click the Contact Center Management menu item, then click the Inbox item on the menu.

3. In order to edit an inbox, click on the inbox’s display name.

4. Click on Add, View, or Edit in the Access section of the page, and then click Save.

5. Please click on the Members tab on the left.

6. Add members to your group by clicking the Add Members button.

7. Then click the Save button after selecting the users you would like to add.