Zoom SMS Call Queue

[Val2025]

Hi,

I have an auto-receptionist that routes calls to a call queue with five agents. I also have a toll-free number. I would like customers to be able to text the toll-free number, which would follow the auto-receptionist path, allowing the agents in the call queue to receive and reply to customer SMS messages.

However, I receive a message stating that my users need a Zoom Power Pack. I do not want them to have admin access—I only want them to be able to reply to SMS messages. We are a canadian non-profit organization, and I cannot afford to purchase five Zoom Power Packs for my agents.

Is there a way to enable this functionality without requiring each agent to have a Power Pack?

Thank you!

[Vinnie · Accepted solution]

Hello @Val2025 . I am afraid I have to tell you this license (Power-Pack) is a pre-requisite to do what you want to do, how you want to do it. See the following articles that are fairly recent: 

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0062033 

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0059728

You might need to consider a different route, like using APIs and develop an App that might be able to share the capability outside the Zoom App, but I am not even sure if that is possible.

Vinnie