This article provides essential information to help you set up and use the Zoom integration within your servis.ai instance. You’ll learn how to place outbound calls, access call records, and manage your integration settings directly from the Zoom Admin page for a smooth and efficient experience.
Placing an Outbound Call
- Click on a phone field (Work Phone or Personal Phone). You can do this from either the List View or the Detail Page of any record in the app selected for Auto-Sync for Calls and SMS.
- On the Detail Page, you can either click the Call button or a Phone Field.
This allows you to initiate an outbound call through your Zoom app. Make sure to click the Make Call button on the floating panel so it redirects you to the Zoom app on your device.
Note: When you click the Make Call button, your browser will automatically open the Zoom app to place the call. The call will be made using the phone number configured in your Zoom app settings.
Capturing Call Logs for Inbound & Outbound Scenarios
You can also view all call records by navigating to Activities > Phone Calls > All Phone Calls.
- When a call is completed, rejected, or missed, a Phone Call record is automatically created with details such as From, To, Duration, Outcome, and Recording.
- Users can update editable fields, add a note, and save the call log record within servis.ai.
Note: The From Agent field is determined by the Zoom user’s email address or phone number used during the call. If either matches a servis.ai user, the system will display that user. If no match is found, the field will remain empty.
For Outbound calls, the Created By field is derived from the From Agent. If no servis.ai user is matched, the fallback will be the FA Bot user.
For Inbound calls, the Created By field will always show FA Bot, since these calls originate outside the system.
Capturing & Accessing Zoom Phone Recordings
- Users can access call logs in the All Phone Calls view, where they will find options to play call recordings.
- You can edit the call log to add notes.
Note: To enable call recording in Zoom Phone, sign in to the Zoom web portal as an admin. Navigate to Account Management > Account Settings. From there, enable either Automatic Call Recording or Ad Hoc Call Recording, depending on your configuration.
Uninstalling the servis.ai for Zoom Phone App
- Log in to your Zoom account and go to the Zoom Marketplace.
- Search for Zoom Phone for servis.ai, or go to Manage > Installed Apps.
- Click Uninstall next to the app.
- Confirm the prompt and click Uninstall.
For additional help, submit a ticket to Zoom Support.
Data Security: How Your Data is Used
- This app accesses the following Zoom data:
- View users’ phone information: Used for accessing call logs and SMS metadata.
- View user information: Used for account and user management.
- This app uses the following servis.ai data:
- servis.ai Team ID: Used to associate your servis.ai account with your Zoom account.
