Issue with Zoom Workplace Pro – Coaches Being Transferred to CXO Steps Account

[CXO_Steps]

Dear Zoom Team,

I am using a Zoom Workplace Pro account for my executive coaching platform, CXO Steps, where coaching sessions are conducted between coaches and coachees.

However, I am facing an issue during the onboarding process of new coaches. When a coach is onboarded, they receive a message from Zoom stating that their personal Zoom account has been absorbed by the CXO Steps account, and they are transferred to our Zoom account. As a result, they get a refund for their personal Zoom account and become members of the CXO Steps account.

I would like to find a solution where I can continue conducting coaching sessions seamlessly on Zoom without permanently transferring my coaches’ personal Zoom accounts to CXO Steps. Ideally, each coach should retain their personal Zoom account while being able to use Zoom for coaching sessions with CXO Steps, without any interruptions.

Could you please guide me on how to achieve this or suggest an alternative approach for handling Zoom accounts for coaches?

Thank you for your assistance.

[ArvinG]

Hello @CXO_Steps – It sounds like what you're doing is adding the new coaches in the Zoom Portal (User Management > Users > Add Users) which triggers the invite that pulls them in to your Zoom tenant - this is expected behavior for consolidating accounts in to 1 tenant. Here are a couple of workflows that you can test based on what I understand is the the set up you want:

Model	Coaches keep their own Zoom license?	How it works	Pros	Cons
External Host Model	Yes	• Do not add them as users. • In each coaching meeting, list the coach as Alternative Host using their personal Zoom email. • Alternative Host must have a paid licence in their own tenant.	• No admin over their account. • No extra seats to buy. • Coaches keep personal branding.	• You can’t see their upcoming meetings in your admin portal. • Requires you (or Scheduler) to create every meeting.
Alias User Model	Yes + A second license for the account you create for them	• Give each coach a new email alias (i.e. ***********). • Add that alias as a Licensed User in your tenant. • Coach signs into Zoom with the alias only when coaching via CXO Steps.	• Full visibility & reporting in your account. • You control branding and recording storage. • Coaches keep their original account intact.	• You pay for extra licences on your tenant. • Coach must juggle two Zoom logins (easy with different email & profile pic).