Contact Center

Zoom Contact Center

Implementation guidance for Zoom Contact Center across:

• Contact Center apps in the Zoom client (Zoom Apps SDK path)
• Web channel embeds (chat/video/campaign)
• Native mobile SDKs (Android/iOS)

Official docs:

• https://developers.zoom.us/docs/contact-center/
• https://developers.zoom.us/docs/contact-center/web/sdk-reference/
• https://marketplacefront.zoom.us/sdk/contact/android/index.html
• https://marketplacefront.zoom.us/sdk/contact/ios/index.html

Routing Guardrail

• If the user is building an app inside the Zoom Contact Center desktop client, stay on the Zoom Apps SDK path and use this skill plus zoom-apps-sdk.
• If the user is embedding chat/video widgets on a website, route to web/SKILL.md.
• If the user is integrating native Android or iOS SDK binaries, route to android/SKILL.md or ios/SKILL.md.
• If the user needs Contact Center call-control or queue APIs, chain with ../rest-api/SKILL.md.

Quick Links

Start here:

1. concepts/architecture-and-lifecycle.md
2. scenarios/high-level-scenarios.md
3. references/forum-top-questions.md
4. references/versioning-and-compatibility.md
5. references/samples-validation.md
6. references/environment-variables.md
7. troubleshooting/common-drift-and-breaks.md
8. RUNBOOK.md

Platform skills:

• android/SKILL.md
• ios/SKILL.md
• web/SKILL.md

Documentation Structure

contact-center/
├── SKILL.md
├── RUNBOOK.md
├── concepts/
│   └── architecture-and-lifecycle.md
├── scenarios/
│   └── high-level-scenarios.md
├── references/
│   ├── versioning-and-compatibility.md
│   ├── samples-validation.md
│   └── environment-variables.md
├── troubleshooting/
│   └── common-drift-and-breaks.md
├── android/
│   ├── SKILL.md
│   ├── concepts/sdk-lifecycle.md
│   ├── examples/service-patterns.md
│   ├── references/android-reference-map.md
│   └── troubleshooting/common-issues.md
├── ios/
│   ├── SKILL.md
│   ├── concepts/sdk-lifecycle.md
│   ├── examples/service-patterns.md
│   ├── references/ios-reference-map.md
│   └── troubleshooting/common-issues.md
└── web/
    ├── SKILL.md
    ├── concepts/lifecycle-and-events.md
    ├── examples/app-context-and-state.md
    ├── references/web-reference-map.md
    └── troubleshooting/common-issues.md

Common Lifecycle Pattern

1. Initialize platform context early.
2. Build a channel item (entryId for chat/video/ZVA, apiKey for scheduled callback and campaign flows).
3. Get service/client instance.
4. Register listeners/delegates before user interaction.
5. Start flow (fetchUI, startVideo, or web SDK open/show path).
6. Handle engagement state changes (start, hold, resume, end) and context switching.
7. End flow and release resources (endChat/endVideo, logout/logoff, uninitialize/release).

High-Level Scenarios

• Agent side-panel app that stores notes per engagementId and survives context switching.
• Browser chat/video campaigns launched from web tags.
• Native mobile customer app for chat/video/scheduled callback.
• Campaign-driven channel selection (chat, ZVA, video, scheduled callback).
• Rejoin flow for dropped video engagements on mobile.
• Smart Embed CRM softphone with postMessage event contracts.

See scenarios/high-level-scenarios.md for details.

Chaining

• Auth and in-client app identity: ../zoom-apps-sdk/SKILL.md and ../oauth/SKILL.md
• Contact Center REST workflows: ../rest-api/SKILL.md
• Cobrowse on web voice/chat channels: ../cobrowse-sdk/SKILL.md

Environment Variables

• See references/environment-variables.md for standardized .env keys and where to find each value.