Managing address books and contacts in Zoom App

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

An address book is a collection of information that describes the location of a consumer as well as the display name, telephone number, and address. A Zoom desktop client displays information from the address book when the customer is a contact in the address book during the course of an active engagement, as long as that customer is a contact in the address book. When a consumer is not already in the address book, agents have the option of adding a new contact and selecting which address book the contact should be included in. The address book can also be organized into units in order to make it easier for you to find information.

The following topics will be covered in this article:

  • How to create an address book
  • How to add a single contact to an address book
  • How to edit or delete address book units and address books
  • How to edit or delete an address book contact
  • How to move contact to another address book

Prerequisites for managing address books and contacts

  • Ownership or administrative privileges of the account
  • Whether it’s a pro account, a business account, or an education account
  • Licence for Zoom Contact Center can be purchased here

How to create an address book

There is an option for administrators to create a contact book within each address book unit.

  1. The Zoom web portal can be accessed by logging into your Zoom account.
  2. Select Contact Center Management, then Address Books, from the navigation menu on the left hand side of the screen.
  3. Select a unit that you have previously created in the left-side panel.
  4. You can create an address book by clicking the Create Address Book button. The unit’s display name can be viewed by clicking the plus icon next to it in addition to the plus icon.
  5. If you have any questions, please don’t hesitate to contact us:
    • Address book name: Give the address book a display name by entering a name in the text box provided. There is no way to hide the display name from the agents since it is visible to them.
    • Description (Optional): Describe the address book in a few words by entering the following information.
  6. Once you have clicked Create, a new window will appear.
  7. The following sections will guide you through the process of adding a contact to your address book.

How to add a single contact to an address book

  1. Access the Zoom web portal by logging into your Zoom account.
  2. Click on Contact Center Management from the navigation menu, then click on Address Books from the menu.
  3. You will be able to find an address book in the left-hand panel by selecting a unit that you have previously created.
  4. You will be prompted to add a contact.
  5. The fields in the address book need to be filled out.
  6. Add the item to your cart by clicking on the Add button.

How to edit or delete address book units and address books

  1. To access the Zoom web portal, you will need to sign in.
  2. Click on Contact Center Management then click on Address Books in the navigation menu on the left side of the screen.
  3. Hover your cursor over a previously-created address book or unit in the left-side panel to view its details.
  4. You can select one of the following options by clicking the ellipses icon:
    • Edit Unit / Edit Address Book: You can change the display name and description of the unit or address book in the address book settings.
    • Delete Unit / Delete Address Book: Units and address books can be deleted by clicking the delete button. As part of this deletion, all information stored in the address book or unit (address books or contacts) will also be deleted.

How to edit or delete an address book contact

  1. Sign in to the Zoom web portal by entering your email address and password.
  2. Select Contact Center Management from the menu on the left and then select Address Books from the menu on the right.
  3. Select the previously-created unit in the left-side panel and then click on the address book tab.
  4. Select one of the following options by clicking the ellipses icon:
    • Edit Contact: There is an option to change the display name and description of the unit or address book.
    • Delete Contact: Contacts can be deleted by clicking the ‘Delete’ button.

How to delete several address book contacts

  1. The Zoom web portal can be accessed by logging into the Zoom account.
  2. Select Contact Center Management from the navigation menu, and then select Address Books from the drop-down menu.
  3. To organize your address book, select a unit from the left-hand panel and then select Address Book from the right-hand panel.
  4. You can select contacts to be deleted by checking the boxes on the left side of the screen.
  5. Click the Delete button at the top of the table to remove the data from the table.

How to move contact to another address book

  1. The Zoom web portal can be accessed by logging in to your account.
  2. Select Contact Center Management from the navigation menu and then select Address Books from the drop-down menu.
  3. Select a previously created unit on the left-side panel, and then select the address book from the list.
  4. You can select the contacts you would like to move by checking the check boxes.
  5. Click on Move at the top of the table, which will take you to a new page.
  6. Click on Move when you have chosen the address book that you would like to move to.