Adding entry points to a flow In Zoom App

This post was most recently updated on July 28th, 2022

The entry point for a contact center system serves as a way for customers to get in touch with the system. Depending on the type of flow, there are different entry points:

  • Voice or SMS flows: Telephone numbers, e-mail addresses, etc.
  • Video or Chat flows: The entry ID of the video or chat session

The voice flow can be entered by using a phone number, for example, as the entry point for the voice flow. If a customer calls this phone number, they will be connected to a contact center system, which will route their call through the system. When you add a new entry point, such as a video or chat, you can customize the entry point by creating a campaign.

There are a number of topics covered in this article, including:

  • How to add or edit voice or SMS entry points using the Flows page
  • How to add or edit video or chat entry points using the Flows page
  • How to add or edit entry points using the flow editor

Prerequisites for adding or editing entry points

  • Permissions to own or manage an account
  • Accounts that are either Pro, Business, or Education accounts
  • Licence agreement for Zoom Contact Center
  • Voice flows: Obtaining and unassigning the phone number
  • Entry IDs are created for video, chat, and SMS flows
  • It is necessary for the flow associated with it to be in the Published state (not in the Draft state)

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

  1. You will be redirected to Zoom’s web portal once you have logged in.
  2. Select Contact Center Management from the navigation menu, and then select Flows from the Flows menu.
  3. Locate the flow you wish to edit and click on it.
  4. In the last column, you will see an ellipsis icon, and then you will see a Manage Entry Point option.
  5. Add an entry point by clicking on the Add Entry Point button.
    A list of all the numbers that have not yet been assigned to the account will appear on the screen. For those of you who do not have unassigned numbers and would like to obtain them, click Get Numbers.
  6. The following entry points can be added or removed:
    • If you would like to add an entry point, click on Add Entry Point, then choose the phone numbers that you would like to add.
    • Whenever you wish to remove a number, just click the close icon ( ) next to the number you wish to remove. There will be an unassignment of the number.
  7. Save the changes by clicking on the Save button.

How to add or edit video or chat entry points using the Flows page

Note: Please refer to the Zoom Marketplace instructions for detailed instructions on configuring entry points for video or chat flows if you would like to learn more.

  1. To access the Zoom web portal, you will need to sign in.
  2. Click Contact Center Management from the navigation menu and then click Flows from the drop-down menu.
  3. Find the flow you wish to edit and click on it.
  4. Click the ellipses icon at the top of the screen, then click Manage Entry Point under the last column.
  5. You will be able to add an entry point by clicking on Add Entry Point.
    The account’s entry IDs will be listed on the page that follows.
  6. It is possible to add or remove entry points in the following ways:
    • The process of adding entry points is simple: click on Add Entry Point, then select the entry IDs you would like to add.
    • If you would like to remove an entry, click on the close icon ( ) next to its ID to do so.
  7. Save the changes by clicking the Save button.

How to add or edit entry points using the flow editor

In addition to the Start widget, you can assign or edit triggers when you are customizing the flow editor as part of your flow creation.

  1. To access the Zoom web portal, you will need to sign in.
  2. Navigate to the Contact Center Management menu, and then select the Flows option on the left side of the screen.
  3. Flows can be created from scratch or existing flows can be edited.
  4. You will find the Start widget on the left side of the screen.
  5. The Manage Entry Point option can be found under the Settings tab.
  6. Click on Add Entry Point to add a new entry point.
  7. The following entry points can be added or removed:
    • In order to add an entry point, click on Add Entry Points, and then enter the phone numbers or entry IDs that you would like to include.
    • You can remove the phone number or entry ID from the list by clicking the close icon next to it.
  8. Save the changes by clicking on the Save button.