Disable unwanted outbound engagement options from ZCX Zoom App

[Giraffe24]

Hi Everyone,

Greetings!

Can we disable certain outbound engagement options in the ZCX Zoom App? Please take a look at the attached image.

Even though it's greyed out customer prefers not having it, since it's not part of the solution offering and confusing for agents.

[Anna911]

Hi @Giraffe24, currently the ZCX Zoom App doesn’t allow fully disabling or removing greyed-out outbound engagement options—they remain visible but non-functional. As a workaround, you can use custom agent layouts or role-based permissions (if supported) to limit exposure, provide training or guidance to clarify which options agents should ignore, and submit feedback to Zoom requesting the ability to hide unused engagement types. Until Zoom updates the app with this feature, these approaches are the best way to reduce confusion for agents.