This article provides all the 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, ensuring 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 Lis
- View or the Detail Page of any record in the app you selected for Auto-Sync for Calls and SMS.
- On the Detail Page you can either click the Call button or a Phone Field.
This will let you 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 like From, To, Duration, Outcome, and Recording.
- Users can update the editable fields, add a Note, and save the Call Log record in Servis.ai.
Note: The From Agent field is determined based on the Zoom user’s email address or phone number used during the call. If either is associated with a Servis.ai user, the system will match and display that user in the From Agent column. If no match is found, the field will remain empty.
For Outbound calls, the Created By field is derived from the From Agent value. If there is no associated Servis.ai user, the fallback will be the FA Bot user. For Inbound calls, the Created By field will always show FA Bot, as these calls originate from outside the system.
Capturing & Accessing Zoom Phone Recordings
- Users can access their call logs in the All Phone Calls view, where they will find options to play their call recordings.
- You can edit the Call Log to add notes.
Note: To enable call recording in Zoom Phone through account management, sign in to the Zoom web portal as an admin. Go to Account Management and then Account Settings. From there, you can turn on either Automatic Call Recording or Ad Hoc Call Recording, depending on how your Zoom Phone number is configured—for example, whether you’re using an extension or calling from the main number.
Uninstalling the Servis.ai for Zoom Phone App
- Login to your Zoom account and navigate to the Zoom Marketplace.
- Search for Zoom Phone for Servis.ai and click the app or navigate to your installed apps via Manage > Installed Apps.
- Click Uninstall next to Zoom Phone for Servis.ai.
- Confirm the dialogue and click Uninstall.
For additional help or technical support, please submit a ticket to Zoom.
Data Security: How Your Data is Used
- This app has access to the following information on Zoom:
- View all users’ phone information. This info is used for accessing Call Logs and SMS metadata.
- View all user information. This info is used for user management.
- This app uses the following information from your Servis.ai account:
- Servis.ai Team ID: This info is used to associate your Servis.ai account with your Zoom account.
