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 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.
• 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

Copy code
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 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 or S2S Contact Center template.

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.