Customer Success Forum

The Zoom Phone Power Pack you trusted before is now even better—with enhanced features, smarter capabilities, and a new name: Customer Engagement Pack. Experience the same powerful solution you loved, now redesigned to help teams communicate faster, collaborate better, and deliver exceptional customer experiences.In today’s fast-paced business world, customers expect quick responses, smooth communication, and personalized support. Whether it’s a missed call, delayed text reply, or difficulty routing inquiries, every interaction matters. That’s where the Zoom Customer Engagement Pack comes in — a powerful add-on for Zoom Phone designed to help businesses respond faster, stay organized, and deliver outstanding customer experiences.What is Zoom Customer Engagement Pack?The Customer Engagement Pack is an advanced communication solution built into Zoom Phone. It gives teams the tools they need to handle customer calls, SMS messaging, analytics, and team coordination — all without the comple

Zoom introduced Personal Workflows, a feature designed to help users create their own "personal operating system" inside Zoom Workplace. Instead of juggling multiple apps or remembering endless to-dos, users can now design simple, automated flows that capture, organize, and execute tasks across meetings, chat, mail, and docs.At its core, Personal Workflows is about reducing friction. It helps users capture ideas, organize them into actionable steps, review progress, and execute—all without leaving Zoom. Whether you’re a project manager tracking deliverables, a teacher organizing lesson summaries, or a sales rep following up on client calls, Personal Workflows adapts to your rhythm.Here’s how it works:Capture – Automatically collect meeting notes, chat highlights, or AI Companion summaries into a single workspace. Organize – Convert those insights into clear next steps, assign categories, and set reminders. Review – Schedule daily or weekly check-ins to reflect on progress and adjust pr

Unlocking the Power of Zoom AI Companion 3.0 Web: The Prompt Formula in Action When customers discover Zoom AI Companion 3.0 Web, they often ask, “How do I get the best results?” The secret lies in mastering one simple yet transformative idea — the Prompt Formula.The Prompt Formula: Role + Action + Context + OutputA well‑framed prompt helps AI Companion understand your intent from the start. Use this four‑part framework to structure every request to produce results that feel custom-built for your workflow.:Role: Define who the AI should act as Action: Define the main task Context: Provide the background or data sources Output: Specify what form the answer should take Expert Tips for Writing Effective PromptsLead with intent: Use verbs like analyze, summarize, draft, generate, optimize, compare, or create based on those assets. Keep your scope tight: One task per prompt yields higher‑quality results. Iterate interactively: Use follow‑up prompts like "make it concise", "add customer voic

Zoom Scale‑Up Summit, EMEA 2026Wednesday, 22 April 2026 | Virtual (Zoom Events)Time: 9:00 BST | 10:00 CEST | 11:00 GSTDuration: 90 minutes Ready to Scale Smarter?Growing businesses face a critical challenge: maintaining productivity and customer satisfaction while scaling efficiently, without adding complexity or cost.The Zoom Scale‑Up Summit brings together EMEA business leaders, Zoom customers, and industry experts to explore how AI can simplify collaboration, communication, and customer engagement as your business grows.Walk away with actionable insights and the confidence to scale smarter.Register now 👈 What You’ll GainPractical AI Strategies for Scaling Learn how AI can streamline workflows, enhance team collaboration, and improve customer engagement without increasing overhead. Real-World Insights from Peers and Experts Hear from Zoom customers and industry leaders who have successfully scaled using AI-first tools. Actionable Takeaways Leave with clear, implementable ideas to he

We're thrilled to announce the launch of the new Zoom MVP Program, a brand new initiative designed to recognize and celebrate our most passionate external advocates. What is the MVP Program?The Zoom MVP Program is our highest level of recognition for community leaders who are making waves beyond the Zoom Community. If you're actively talking about Zoom across social media, leading user groups, creating content, or speaking at industry events, this program is designed with you in mind. Why Should You Be Excited? 🚀Get official recognition as a Zoom MVP with exclusive badges and visibility Access direct engagement with Zoom's technical teams Amplify your personal brand as a recognized Zoom thought leader Connect with an elite network of fellow Zoom advocates Ready to Learn More?Head over to our official MVP Program landing page to discover:Full program details and benefits What we're looking for in MVP candidates How to applyWe can't wait to see our top advocates step into this exciting

When I sat down with this customer for our latest account review, one thing was immediately clear: this is a team that knows what’s working, and isn’t afraid to rethink what’s not. They’ve built a strong foundation with Zoom. Every assigned Workplace Business license is actively hosting meetings, a clear sign that collaboration is embedded in how they operate. There’s no question the platform is delivering value day-to-day. But what made the conversation especially interesting was where they’re headed next. AI is already part of their workflow, with nearly 40% adoption of AI Companion. The team sees real potential in using it to eliminate manual note-taking and make meetings more actionable. At the same time, they’re approaching it thoughtfully, pausing to ensure security and privacy standards are fully vetted before scaling further. It’s a great example of innovation paired with responsibility. At the same time, they’re taking a hard look at efficiency. They’re also exploring how to s

Your support is absolutely the worst I have ever encountered.I am absolutely sure that I’d get better support in soviet Russias courts than here. 

Time is flying by—can you believe we’re already stepping into April? This month brings even more exciting updates, helpful tips, and best practices to help you make the most of your Zoom solutions.As we move further into the year, we’re continuing our commitment to fostering collaboration, innovation, and connection—creating spaces where everyone can thrive and work smarter together. 📅 April Schedule📌 April 1 – Zoom Workplace Open Office Get your questions answered about Zoom Workplace features, workflows, and integrations. Learn best practices to streamline collaboration and improve team productivity. 📌 April 8 – Zoom Phone Open Office Explore tips on optimizing call flows, reporting, and admin settings. Perfect for admins and users looking to enhance their Zoom Phone experience. 📌 April 9 - What's New at Zoom Stay up to date with Zoom’s latest innovations and feature releases — including AI Companion 3.0 — and explore what’s new across Zoom Workplace. 📌 April 15 – Zoom AI Com

If you’ve ever finished a great meeting or webinar and thought, “Where did that recording go?”, you’re not alone! Between team calls, training sessions, and events, it’s easy for recordings to end up scattered across folders and drives.That’s where Zoom Video Management comes in. It’s your new home base for video content — a simple, organized library where you can easily find, play, and share your Zoom recordings.🌟 What You Can Do with ItFind recordings fast. Everything lives in one place—no more hunting through links or emails. Organize your content. Create channels for your team, projects, or topics so your videos stay neat and searchable. Share securely. Manage who can see your videos, whether it’s your whole team or just a few collaborators. Track engagement. See how often your videos are viewed and which ones are getting the most attention.It’s like having your own streaming library for work or school!💡 Everyday Ways to Use It🎓 Students & educators: Keep all your lectures o

Did you know that event organizers who use curated templates can cut setup time by up to 40% while boosting attendee engagement through consistent branding?Curated event templates in Zoom Events are designed to help organizers quickly build consistent, branded, and compliant event experiences. These templates can include pre-set configurations for registration, branding, sessions, and communications. Customizing them allows organizations to align events with their unique goals, branding, and workflows—saving time while maintaining quality and consistency.Why Customize Curated Templates?Think of curated templates as your event’s creative blueprint—customizing them transforms a generic setup into a branded, memorable experience that reflects your organization’s unique voice.Customizing curated templates helps:Maintain brand consistency across multiple events or departments. Streamline event creation by predefining layouts, registration forms, and email templates. Ensure compliance with i

Want to get more impact out of your Zoom solutions? Our March Customer Success Live Sessions are built for Zoom IT Admins, Users, and Account Owners who are ready to boost productivity, strengthen collaboration, and stay ahead of the newest innovations.In these dynamic, interactive sessions, you’ll connect directly with Zoom Customer Success Managers and product specialists. Bring your questions, gain actionable insights, learn proven strategies, and walk away with practical tips to elevate how your teams use Zoom every day. 📅 March Schedule📌 March 4 – Zoom Workplace Open Office Get your questions answered about Zoom Workplace features, workflows, and integrations. Learn best practices to streamline collaboration and improve team productivity. 📌 March 11 – Zoom Phone Open Office Explore tips on optimizing call flows, reporting, and admin settings. Perfect for admins and users looking to enhance their Zoom Phone experience. 📌 March 18 – Zoom AI Companion Open Office Discover how t

We’ve been getting a lot of questions lately around Brand Vetting and the “Partial Upgrade Available” label in Zoom SMS Campaigns — so we wanted to take a moment to clearly explain what these mean, why they matter, and how they affect your ability to use Zoom SMS.If you’ve seen a “Not vetted” status or a Partial Upgrade Available tag and wondered what’s next, this post is for you. What is Brand Vetting in Zoom?Brand Vetting is a required verification process for Zoom customers who want to use SMS (10DLC) for business messaging.It’s part of carrier compliance requirements and helps ensure that:Your business is legitimate You are authorized to represent the brand name you registered SMS traffic sent through Zoom is trusted by mobile carriersThis process is especially important for A2P (Application-to-Person) messaging, which includes customer notifications, alerts, reminders, and support messages. What is the Vetting Status for?The Vetting Status (for example, Not vetted or Vetted) tells

Keeping up with notes during meetings can sometimes distract you from the conversation. My Notes in Zoom Workplace helps make note-taking easier by giving you a personal space to capture ideas while AI Companion helps organize the important details. As you write your notes, AI Companion can assist by transcribing discussions, creating summaries, highlighting key points, and identifying action items, helping you quickly understand the most important takeaways after the meeting. Your notes are also completely private, meaning they’re only visible to you and aren’t automatically shared with hosts or other participants. Another helpful benefit is its flexibility across meeting environments. You can use My Notes during Zoom Meetings and Zoom Webinars, but also for in-person conversations or meetings hosted on platforms like Microsoft Teams and Google Meet. Once the meeting ends, your notes remain available in the Zoom desktop app or web portal where you can review, update, and organize them

We’ve all been there—facing a sudden Zoom issue minutes before an important meeting. Maybe your audio isn’t connecting, or your recording didn’t save where you expected. The instinct for many users is to turn to a generic AI tool for help. But what if the fastest, most accurate answers were already built right into your Zoom experience?That’s exactly what Zoom AI Companion brings to the table—a powerful, integrated assistant designed specifically to understand Zoom inside and out. Story Time: A customer by the name of Sarah, a project manager, had a big client call coming up. She suddenly noticed her Zoom background settings were not working as usual. In a rush, she asked a popular external AI tool for help—but the answers were vague, with steps that didn’t match Zoom’s current interface. Frustrated, she remembered my advice that one time we had an Account review— “Ask Zoom AI Companion”.Within seconds, the Companion recognized her issue, provided step-by-step guidance tailored to her

The Challenge: Managing a Hundred Participants, One Certificate at a Time I met with Sean, a Training Director, for an account review. Like many training coordinators, his days were filled with a familiar frustration: managing numerous training sessions single-handedly while drowning in administrative tasks. Picture this: After hosting a training session with numerous participants, they would manually review attendance records, cross-reference completion requirements, create individual certificates, and send them out one by one. For someone managing multiple training sessions each week, this process consumed hours that could have been spent on what truly mattered, which is improving training quality and working on other training sessions. "I have to manually share links with each person individually," Sean explained during our call. With paid instructors delivering specialized content and participants expecting professional certificates upon completion, the manual tracking and certific

I was using the account belonging to someone on our church’s staff to run a discussion group.  When the group stopped meeting I wanted to get out of seeing her name on my picture whenever I logged on but I can’t.  How do I disconnect from someone else’s account?

🗓 24 February | EMEA                    🗓 25 February | APAC & Korea Ready to take productivity to the next level?  Join APAC & EMEA leaders for a free 90-minute virtual event designed to help organisations uncover the next level of workplace productivity in today’s era of AI.Hear from inspiring experts (including an exclusive keynote from innovation strategist Asma Shabab), get research-backed insights from Deloitte, and see how Zoom’s AI-first innovations are transforming the way teams connect, create, and deliver results.Whether you’re shaping digital strategy, leading transformation, or simply looking for ways to boost work productivity, you'll walk away with actionable ideas to help your organisation work smarter, faster, and more effectively. You’ll gain: ✅ Practical insights from Deloitte and industry leaders on how to realize productivity gains in the AI era.✅ A firsthand look at how Zoom AI Companion and integrated tools can transform work.✅ Inspiration from peers wh

I sometimes would like to give feedback and/or feature requestsDO you any links I can use for feedback and/or feature requests?Thanks for your ideasLoveforGod

Looking to unlock more value from your Zoom investment? Join our February Customer Success Live Sessions, designed for Zoom IT Admins, Users, and Account Owners who want to work smarter, collaborate better, and stay ahead of what’s new. These live, interactive sessions give you direct access to Customer Success Managers and Zoom product experts—your chance to ask questions, learn proven best practices, and discover practical ways to get the most out of your Zoom solutions. 📅 February  Schedule🌟 February 4 – Zoom Workplace Open Office Drop in to connect with Zoom experts to explore Meetings and productivity solutions, real-world use cases, and best practices you can apply right away.  🌟 February 11 – Zoom Phone Open Office Get hands-on support, live troubleshooting, and expert tips to help you optimize and scale your Zoom Phone deployment with confidence. 🌟 February 12 – What’s New at Zoom Be the first to learn about Zoom’s latest innovations and feature updates, including enhance

Have you been considering whether your organization could benefit from implementing Online Fax services?   Zoom Phone Online Fax is an electronic fax service enabling users to send and receive faxes without a traditional fax machine. It's available for Zoom Phone Pro and various Zoom Workplace plan subscribers. Users can exchange PDF files and utilize features such as auto receptionist and shared line group caller IDs for faxing.   Fax usage is charged per page for certain plans, while others offer unlimited faxing. Currently, the service is limited to US and Canada users and supports only black and white faxes. Users can manage and view their fax logs through the Zoom Workplace app or web portal.   Additionally, Online Fax requires a Zoom Phone Pay-As-You-Go (PAYG) or Prepay plan to be activated.   To enable to disable the Online Fax, please refer to the Knowledge Based Article regarding Enabling or Disabling Online Fax. You may also browse additional Knowledge Bas

    In the digital age, people want autonomy and the ability to self-serve, making AI chatbots a popular tool in customer experience strategies. In fact, a Morning Consult study found that 67 percent of consumers have used chatbots at least once in the past year and 42% are comfortable using them. The relative ease of use and widespread adoption of virtual assistants and agents make a customer support AI chatbot platform for websites beneficial and cost-effective to meet today’s customers’ expectations.     What is a customer support chatbot?   A customer support chatbot uses artificial intelligence (AI) and machine learning to answer customers’ questions. AI chatbots are valuable customer service tools, adding a self-service option that allows customers to skip the wait and find the information they need without assistance from an agent.  From a customer’s perspective, a customer support AI chatbot platfo

In the telecommunications ecosystem, spam registration and number reputation management are critical components of maintaining trust and ensuring message deliverability. As businesses increasingly rely on messaging and voice channels to engage customers, carriers and regulators have implemented stricter controls to prevent spam and fraudulent activity. Effective number management practices help organizations maintain compliance, protect brand integrity, and ensure consistent communication performance. Understanding Spam RegistrationSpam registration refers to the process of identifying and flagging phone numbers that are suspected or confirmed to be sending unsolicited or harmful messages. Carriers and messaging platforms use automated systems and user feedback to detect patterns of spam-like behavior.Key triggers for spam registration include: High message volumes sent in short timeframes Repetitive or promotional content without opt-in consent High complaint or opt-out rates from

    Hey Zoom Community! We're thrilled to introduce our latest update: AI-generated Virtual Backgrounds! 🌟 Now, creating the perfect backdrop for your Zoom calls has never been easier. Here's how it works: Within the virtual background selection window, eligible users can now access the generate custom background feature. Simply choose from preset options or describe the background you envision, and our AI model will work its magic to bring your vision to life! 🎨✨ Whether you're dreaming of a serene beach scene, a bustling cityscape, or something totally out-of-this-world, our AI-generated backgrounds have got you covered. Plus, with multiple images to choose from, you're sure to find the perfect fit for any occasion. But that's not all! Admins can also manage this feature through account and group-level settings, ensuring seamless integration into your organization's Zoom experience. 💼✨ So, why wait? Try out our AI-generated Virtual Bac

Think about when you most need help during your workday. It's usually right before a meeting starts (scrambling to remember what happened last time), during the meeting itself (trying to take notes and participate), or right after it ends (making sense of everything and figuring out next steps).   AI Companion 3.0 is built to understand this. It supports you at these exact moments: preparing before meetings, providing real-time assistance during, and following up after to turn conversations into results.     Meet AI that works alongside you   Most AI tools explain things or answer questions. AI Companion can actually propel your work forward because it's built where your work happens and has context from your work conversations. This is what we call conversation to completion: turning discussions into finished outcomes.   These scattered work conversations can be transformed into continuous intelligence. It's the difference between having a smart notepad and so

I went in and edited the sign-in email address on my account, however it is pending confirmation and the confirmation email was sent to my old email address to which I no longer have access.  I do not want to establish a new account because I have had this one for years and have data and setup that I would like to keep.  How do I updated my email address so that I can continue enjoying my zoom account? I use it for business so this is a huge inconvenience.  Respectfully, Dr. Tureka Louis