Name the calls
A free consultation, then a short written scope: which calls it answers, which it transfers, and the sources it may use.
What lands
- The scope, in writing
- The transfer line
- The source list
Your calls get answered
Zoom Virtual Agents for your phone calls
A Zoom Virtual Agent picks up your Zoom Phone line, answers from the material you give it, and transfers the call when a person should take it. We build it in your Zoom account and stay on it.
It answers the phone
Zoom Virtual Agent is Zoom’s voice agent. On a number you already have, it picks up an inbound call and answers from a knowledge base: files you upload, or pages you link.
Answering is the start. It can transfer to a person or a queue, connect someone by name, or book a time. You write the line it does not cross, and a call past that line goes to a person.
Four jobs on a call
Each one is a skill Zoom documents for a voice agent on Zoom Phone. The two black cards are the lines it does not cross.
Are you open Saturday?
Yes, ten to four. Sunday we are closed.
Answering from your material
Hours, services, policies, and the rest of what you put in the knowledge base. That is uploaded files, or links to pages that stay current when the page changes.
I need someone in billing.
Transferring you to the billing queue.
Sending the call on
A caller who asks for billing, sales, or a person goes to the Zoom Phone destination you named: a person, a call queue, a shared line, a phone in a shared space, or another receptionist.
Can I speak with Dana Cole?
Connecting you to Dana Cole.
Asking for someone by name
Dial-by-name reaches the people you put on the list. A caller says the name or spells it. Everyone you leave off the list stays off it.
Can I book a walkthrough?
Thursday at two or Friday at ten. Which should I book?
Booking a time
With a Zoom Scheduler license, a caller can book on a booking page you connect. Zoom does not support cancelling or rescheduling that appointment during the call.
Do you offer financing?
I don’t have that in what I was given. I can transfer you to someone who does.
Only what you gave it
We set a guardrail so it stays inside the knowledge base. A question that is not in there is a transfer, not a guess.
I want a refund on last month.
That’s one for a person. I’m transferring you now.
A person, when it should
You write the line in advance: a caller who asks for a person, a question the knowledge base does not cover, or a request you marked as one for staff.
What the agent is given
Four things, and you can hear them on a test call before the number is left to the agent.
A knowledge base
The files and pages it may answer from. Policies and prices that rarely change go in as files. Pages that change go in as links, so it reads the current page.
Guidance
How it should sound, what the call is for, and the guardrails: what it may say, how closely it sticks to your wording, and when it must transfer.
Skills
What it can do besides answer. Routing, dial-by-name, and booking, each with a trigger, so “billing” and “a person” do not land in the same place.
The number
Published in Zoom, then connected to an auto receptionist that already has a phone number. It can also take the calls a queue, a shared line, or a person does not pick up. Until a number sends calls to it, it answers no one.
Scoped before it answers
The calls are written down before the agent is published, and a test call for each skill happens before callers reach it.
Build the agent
Greeting, voice, knowledge base, and guidance, in your Zoom account. You hear the greeting before anything is published.
What lands
- The agent, in your account
- The knowledge base
Add the routes
The destinations, the names on the dial-by-name list, and a Zoom Scheduler link if booking is in the scope.
What lands
- The routing skills
- The name list
Publish and call it
We publish, connect the number, and place a test call for each skill before callers reach it. After that we read transcripts and close the gaps.
What lands
- The agent, on the number
- Test calls, placed
What you end up with
Before it answers anyone
- The scope, in writingWhich calls it takes, and which it transfers
- The source listThe files and pages it may answer from
At launch
- The agent, publishedIn your Zoom account, on a number you own
- The skillsRouting, names, and booking if you take appointments
- A greeting you have heard
Every month
- Transcripts, readGaps closed in the knowledge base and the triggers
- A person to ask
Name the calls you want answered.
We will write down what the agent says, where it transfers, and which number it sits on.
Questions we get
Anything else? Call 631-551-6880.
What is a Zoom Virtual Agent on the phone?
Zoom’s voice agent for inbound calls, which Zoom also calls a receptionist. It picks up a Zoom Phone number, answers from a knowledge base you provide, and can transfer the caller, look someone up by name, or book an appointment. It is built in your Zoom account. We set it up and stay on it.
What can it do on a call?
Answer a question that is in its knowledge base. Transfer to a person, a call queue, a shared line, a phone in a shared space, or another receptionist. Connect a caller who asks for someone by name, if that person is on the list you approved. Book an appointment when a Zoom Scheduler page is connected. We set it up to answer the number. Placing outbound calls is not part of this build.
Where does it get its answers?
From the knowledge base: files you upload, or links to pages. A link is read again when the page changes. A file is what you uploaded. We add a guardrail so it stays inside that material and transfers when the answer is not there.
Can it book an appointment?
Yes, when the account has a Zoom Scheduler license and a booking page connected to the agent. The caller books during the call. Zoom does not support cancelling or rescheduling that appointment on the call.
What happens when it does not know, or should not answer?
It transfers. We agree that line before anything is published: a caller who asks for a person, a question the knowledge base does not cover, or a request you marked as one for staff. It does not invent an answer to keep the caller on the line.
Are the calls recorded?
Zoom Phone can record a voice-agent call, with a spoken disclaimer and a retention window set on the account. We turn that on only if you want it. Whether a recording meets your own rules is for you to confirm.
What do we need from Zoom?
Zoom’s own list: Zoom Phone or Zoom Contact Center, and a Zoom Virtual Agent license. Appointment booking also needs a Zoom Scheduler license. Those plans are yours and billed by Zoom. We build the agent in your account.
What does it cost?
The build is scoped and quoted per engagement, starting with a free consultation. Most small businesses working with us on an ongoing basis invest between $1,500 and $5,000 per month. Your Zoom licenses are billed separately by Zoom.
Let’s put an agent on the line.
Tell us the question callers ask most and we will scope the agent for it. Free consultation, no obligation.
150 Motor Parkway · Hauppauge, NY 11787 · Since 2017