# Contact Center > Zoom Contact Center skill pack for Contact Center apps, web embeds, and native mobile SDK integrations. Use for lifecycle patterns, engagement context/state handling, campaigns, callbacks, and version-drift troubleshooting. - Skill: `zoom-skills/contact-center` (Agent Skill, multi-file: 9 files) - Install (CLI): `npx skillmds@latest add zoom-skills/contact-center` - Raw SKILL.md: https://api.skillmd.com/api/skills/zoom-skills/contact-center/raw - Safety review: pending - Works with: Claude Code, Claude.ai, OpenAI Codex - Category: Coding & Dev Tools - Author: zoom (https://skillmd.com/u/zoom-skills) - Updated: 2026-09-10 - Page: https://skillmd.com/skills/zoom-skills/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 ## Current Release Snapshot - Web, Android, and iOS SDK changelogs are at `5.6.0` (verified 2026-07-10). - Web `5.6.0` adds Agent UI V3/Prism video updates, authenticated consumer chat history, campaign digital front door, Dynamics CRM share/remote control, CTI/PWA Cobrowse, and new locales/fallback behavior. - Android/iOS `5.6.0` revise real-time audio translation; iOS now receives available languages and interpreter volume restrictions from the backend service. - The current Contact Center REST inventory contains 314 operations; use [the generated reference](../rest-api/references/contact-center.md) for exact paths. ## 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](web/SKILL.md). - If the user is integrating native Android or iOS SDK binaries, route to [android/SKILL.md](android/SKILL.md) or [ios/SKILL.md](ios/SKILL.md). - If the user needs Contact Center call-control or queue APIs, chain with [../rest-api/SKILL.md](../rest-api/SKILL.md). ## Quick Links Start here: 1. [concepts/architecture-and-lifecycle.md](concepts/architecture-and-lifecycle.md) 2. [scenarios/high-level-scenarios.md](scenarios/high-level-scenarios.md) 3. [references/forum-top-questions.md](references/forum-top-questions.md) 4. [references/versioning-and-compatibility.md](references/versioning-and-compatibility.md) 5. [references/samples-validation.md](references/samples-validation.md) 6. [references/environment-variables.md](references/environment-variables.md) 7. [troubleshooting/common-drift-and-breaks.md](troubleshooting/common-drift-and-breaks.md) 8. [RUNBOOK.md](RUNBOOK.md) Platform skills: - [android/SKILL.md](android/SKILL.md) - [ios/SKILL.md](ios/SKILL.md) - [web/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. > **Need to create/configure the Marketplace app first?** Use > [Marketplace app management](../rest-api/references/marketplace-apps.md) for app creation, > General App surfaces, Contact Center product selection, OAuth scopes, event subscriptions, > and credential response shapes before implementing Contact Center SDK/API workflows. Start > from the [General App Contact Center template](../rest-api/assets/marketplace-apps/marketplace-manifest-template-for-general-admin-contact-center-api.json) > or [S2S Contact Center template](../rest-api/assets/marketplace-apps/marketplace-app-creation-template-for-s2s-contact-center-api.json). 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](scenarios/high-level-scenarios.md) for details. ## Chaining - Auth and in-client app identity: [../zoom-apps-sdk/SKILL.md](../zoom-apps-sdk/SKILL.md) and [../oauth/SKILL.md](../oauth/SKILL.md) - Contact Center REST workflows: [../rest-api/SKILL.md](../rest-api/SKILL.md) - Cobrowse on web voice/chat channels: [../cobrowse-sdk/SKILL.md](../cobrowse-sdk/SKILL.md) ## Environment Variables - See [references/environment-variables.md](references/environment-variables.md) for standardized `.env` keys and where to find each value.