Zoom CC Chat/SMS Feature Gaps / Bugs to Be Aware Of

[shoppi]

Hey all,

We are rolling out Zoom CC Chat at the moment - our team has been testing chat and SMS.

For anyone looking to roll out these channels, some issues/bugs/features to be aware of. I'd encourage folks to submit feedback requesting these gaps be filled.

(1) Agent Assets preview text renders dark gray on black when using Zoom dark mode (so you can't read text)

(2) Right click disabled for Agent SMS and Chat text input so agents can't spell check/spell correct their messages

(3) Agent Assets shortcuts and searching for Agent Asset isn't enabled for the initial SMS outbound event on the engagement (i.e. if your agent is initiating the outbound chat).   For us it is really important to have this as we have standard outbound text messages we send our users. This gap means we need to store (in duplicate) all our standard messages (Agent Assets) in a separate place and have agents copy and paste them in to start an SMS. This seems to be madness.

(4) Agent Assets shortcuts are case sensitive. So if I have a short cut that is /SendJob if the agent types "/sendjob" it won't find it. It forces agents to remember case sensitivity or makes you create shortcuts in all lower case (which makes them hard to read)

(5) Agent Assist does not support custom or system variables (so you can't create an asset like "Hey there {firstName}.  How can I help you?"

(6) No programmatic SMS support into Zoom, so if your CRM wants to use an automation to send an SMS message you can't through Zoom (sounds like this may be coming soon).