Reference · built on requestConnectorVoice & contact center

Zoom Contact Center

Engagements, queues, agent status, address books, recordings, and reports from the Zoom Contact Center API, with event webhooks.

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About

Zoom Contact Center is the contact center product sold by Zoom. Its REST API lives under https://api.zoom.us/v2 beside the other Zoom APIs and is described by an OpenAPI document. Scopes follow the contact_center prefix, for example contact_center_account:read:admin, and each operation carries a rate limit label such as LIGHT or MEDIUM. Webhook events begin with contact_center., including task_created, engagement_note_added, and recording_completed.

Through Fibric, an operator reads engagements, queue events, recordings, and inbox messages, then proposes an agent status change, a scheduled callback, or an address book update. You approve it, and the record shows what changed.

This is a reference listing. It documents what Fibric would read from Zoom Contact Center and what it could propose, based on the vendor's published interfaces. Fibric builds it under a managed deployment when you request it; selecting it here installs nothing.

Inputs

  • Engagements through Get an Engagement and List historical engagement log data
  • Recordings and transcripts through List recordings and List Engagement Recordings, and inbox messages through the inbox message endpoints
  • Agent availability states through GET /contact_center/system_statuses
  • Address books, contacts, units, and custom fields through the Address Books endpoints
  • Webhooks such as contact_center.task_created, contact_center.recording_completed, contact_center.engagement_disposition_added, and contact_center.queue_supervisor_assigned
  • Historical reports through Reports V2 (CX Analytics) filtered by end_time_from and end_time_to

Proposed actions

  • Target capability: propose an agent status change through PATCH /contact_center/users/{userId}/status
  • Target capability: propose a scheduled callback through POST /v2/contact_center/queues/{queueId}/scheduled_callbacks/events
  • Target capability: propose address book contact changes under contact_center_contact:write:admin
  • Target capability: propose an outbound call through the Command Control API make call operation

Proposed actions are target capabilities. Every action runs propose-first and needs a validated deployment and the appropriate permissions.

What you can build

  • Schedule the callback a customer asked for

    When an engagement note records a callback request, propose the scheduled callback event for the queue and the slot. A supervisor approves it before it is created.

    With Callback Promise

  • Coach from the transcript

    On contact_center.recording_transcript_completed, fetch the transcript, draft a coaching note against the engagement, and hand it to the team lead to accept or edit.

    With Coaching Notes

  • Catch a sentiment turn early

    Group engagement dispositions and messaging transcripts by queue each hour. When a queue's tone shifts, flag it with examples for a supervisor.

    With Sentiment Spike

  • Rebalance agents during the day

    Compare agent statuses with the plan. When a queue backs up, propose status changes for named agents and let the shift lead confirm.

    With Intraday Balance

Requirements

  • A Zoom account with Zoom Contact Center and an administrator who can create the app and choose its scopes
  • Scopes for each operation, for example contact_center_preference:read:admin for system statuses and contact_center_contact:write:admin for contacts
  • An HTTPS endpoint to receive contact_center. webhook events
  • Access token renewal every hour, since a Server-to-Server token lives 3600 seconds
Authentication
A Server-to-Server OAuth app on the Zoom App Marketplace with the contact_center scopes selected, exchanging account credentials at https://zoom.us/oauth/token for a one-hour access token.

Limits

  • Rate limits follow Zoom's tiers: on Business and above, 80 per second for LIGHT, 60 for MEDIUM, 40 for HEAVY, 20 per minute for Resource-intensive
  • Heavy and Resource-intensive calls share a daily cap, 60,000 on Business and above and 30,000 on Pro; exceeding it returns HTTP 429
  • Voice and video recordings are not available the instant a call ends, and Zoom states event delivery is not always guaranteed
  • A next_page_token expires after 15 minutes, and a batch contact write takes at most 50 contacts

Access and pricing

Reference listing. Fibric builds the connector under a managed deployment when you request it. Your quote covers the build, capabilities, usage, and support.

Request Zoom Contact Center ↗

Questions and answers

Which app type does this connector use?
A Server-to-Server OAuth app. It is created on the Zoom App Marketplace, needs no user interaction, and exchanges account credentials at zoom.us/oauth/token for a token that lives one hour. The token carries only the scopes chosen in the app settings.
Which webhook events matter for engagements?
contact_center.task_created, contact_center.engagement_note_added, contact_center.engagement_disposition_added, contact_center.recording_completed, contact_center.recording_transcript_completed, contact_center.engagement_messaging_transcript_completed, and contact_center.cx_engagement_end_data_ready. Monitoring, supervisor assignment, inbox, and opt-out events are also published.
What are the rate limits?
Zoom labels each operation LIGHT, MEDIUM, HEAVY, or Resource-intensive. On Business and above the per-second limits are 80, 60, and 40, with Resource-intensive at 20 per minute and a shared 60,000 daily cap. Pro accounts get 30, 20, 10, and 10 per minute. Exceeding a limit returns HTTP 429.
Ask about Zoom Contact Center

Ask about the capabilities and requirements in this listing.

For project-specific requirements, contact Fibric.

This connector listing is developed, published, and supported by Fibric. It describes integration with Zoom Contact Center through published interfaces. Third-party names and logos identify the systems an integration connects to; they are the property of their respective owners, who are not affiliated with Fibric and do not sponsor or endorse this listing. Trademark policy