How Zoom Contact Center Knowledge Library Connect to Files in a Shared Canvas Folder?

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Hello,

I would like to confirm whether the Zoom Contact Center Knowledge Library can connect to and reference files stored in a shared Canvas folder.

For example, if documents in the shared Canvas folder are added or updated, can the Knowledge Library access or reference those files through its connection/integration functionality?

If this is supported, could you please let me know which connection or integration method should be used?

Thank you in advance for your help.

R

Ray Reddy

Create Knowledge base then select Integration select the drop down to Zoom Canvas select the document you want to be used then hit create. It will sync nightly.

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邱

邱仁東Author

Explorer

Thank you for your response.

My goal is to reference files stored in a shared Canvas folder. However, it seems that this is currently not possible.

I hope the Zoom team will consider adding this capability in a future update, as I believe it would be very important and valuable for enterprise use cases.

Thank you again for your support.

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dylanfletcher37

Newcomer

Just wanted to add my support for this idea, since I'm in a similar spot. Having the knowledge library auto-sync with a shared Canvas folder would save a ton of manual upkeep.

From what Ray described, the Canvas integration exists but it sounds like it doesn't quite reach into shared folders the way you need. That gap between personal Canvas docs and shared folder docs is exactly the kind of thing that trips up teams in my experience. One person wires it up with their own files and it works fine, then the moment you try to make it a shared team resource it falls over.

If the product team is reading this, a shared-folder sync gets my vote too. Keeping documentation current in two places by hand is one of those quiet time sinks nobody notices until something goes stale and a customer gets the wrong answer.

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邱

邱仁東Author

Explorer

It looks like we share the same view. Hopefully, Zoom will consider adding this feature in the future.

Thank you for your response!🤜🏼🤛🏼

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Chris Holt

Community Champion | Customer

@VanessaVaZoomie could we get this to the AI Studio / Knowledge Library folks as being able to access Shared Zoom Canvas folders would certainly be useful. We had to get the customer’s admin to build the KB rather than ourselves due to this limitation recently.

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MikeJhone

New Member

If the Canvas folder isn’t exposed through one of Zoom Contact Center’s supported knowledge connectors, I don’t think the Knowledge Library will automatically sync those files. The key thing to confirm is whether Canvas is supported directly or whether you’d need to connect through a supported storage source such as SharePoint, Google Drive, or another indexed repository.

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