Managing Waiting Rooms for Zoom Contact Center

Waiting rooms can be created and edited by administrators. An inbound video engagement can be supplemented by a waiting room that offers a rich media experience while the customer waits for an agent. It is possible, for instance, to display the company logo and indicate a brief description of your company in order to inform consumers that an agent will connect with them shortly. It is possible to change the settings of a Waiting Room after it has been created.

This article covers:

  • How to add a Waiting Room
  • How to edit or duplicate a Waiting Room

Prerequisites for managing Waiting Rooms

  • Ownership or administrative privileges on an account
  • Account type: Professional, Business, or Education
  • A license for Zoom Contact Center is required

How to add a Waiting Room

  1. Signing into Zoom’s web portal will allow you to access the web portal.
  2. In the navigation menu, click Contact Center Management, where you will see a link to the Waiting Room.
  3. Click the Add button.
  4. Please provide the following information:
    • Name: Please enter a display name for the Waiting Room in order to make it easier to identify it.
    • Description (Optional): In order to describe the Waiting Room internally, enter the following information.
  5. Click on the Save button to save your changes.
    In the Waiting Room section of the website, you can find information about the new waiting room.
  6. It is possible to change the settings of the new Waiting Room by clicking on the display name of it.

How to edit or duplicate a Waiting Room

  1. Zoom’s web portal can be accessed by signing in.
  2. Select Contact Center Management from the navigation menu and then select Waiting Room from the list.
  3. If you click the ellipses icon (…), then you will be able to choose from the following options in the last column:
    • Edit: It is possible to change the settings of the Waiting Room.
    • Customize: In order to customize the Waiting Room, you will need to change the settings.
    • Duplicate: In a new Waiting Room, duplicate the Waiting Room’s settings. The display name and description will need to be changed.