Hello, I'm working with Zoom Virtual Agent and wanted to clarify two things:

1. User-Specific Knowledge:
   Is it possible to assign or tie specific knowledge to an individual end user, so that when they ask questions during a session, the bot references only (or prioritizes) that knowledge?
   Our intended workflow is:

• We receive the event that a chat has started.

• We look up relevant data for that user in our database.

• We want to pass that data to the bot as knowledge, so it can use it in responses during the same session.

1. Dynamic Knowledge via API (Mid-Session):
   If we add new knowledge via the Knowledge API during an active chat session, is the virtual agent able to immediately access and use that information in the same ongoing conversation?

If you have successfully created a campaign and see the "button" for Zoom Virtual Agent on your website, but it's not loading, then it's likely the SDK has not been "whitelisted by your website's CSP.

Some websites have a Content Security Policy (CSP) that only authorizes "whitelisted" or "allowed" endpoints to access their website. Each CSP is unique, so please get in touch with the person who manages the website you want ZVA to work on (or across) and ask them to update the CSP settings to match the recommendations in this article.

CSP SETTINGS FOR ZVA SDK: https://developers.zoom.us/docs/virtual-agent/web/get-started/

Send this link to your web developer, and they will understand which protocol you use and implement the CSP headers for ZVA accordingly. 

Additionally, please note that Zoom's SDK options are committed to security and adhere to best-in-class protocols. We require a minimal version of our SDK to be implemented. If ZVA was working on your website and suddenly stopped, check your SDK version against SDK Version Policy here: https://developers.zoom.us/docs/meeting-sdk/minimum-version/. 

There's also a handy article about whitelisting Zoom's IP addresses in the Zoom Community. While not usually the cause of this error, not having the updated IP addresses as "allowed" in your firewalls can cause user experience issues. 

Hope this helps!

Hello,

I am Woodlair Nosy over at Merchante E, IT Team. 
I am reaching out regarding the ticket below.

"https://support.zoom.com/hc?id=csm_ticket&table=x_zcs_mso_management_services_organization&sys_id=c5e58af3473b755099b34d69736d43cd"

We've done the recommended solutions but still no resolution on this.

Can we look into this further?

I have an issue with the ZVA login.

"Failed to login: The subdomain URL is not connecting. Manage subdomains in Contact Center preferences."

This is the error message displayed when running the downloaded SDK file and running it on html. Can someone help me on this topic1 .

We recently discovered an issue with our website's CSP settings that required an additional step to ensure that all browsers can access and open ZVA. 

If you're seeing reports that "ZVA isn't opening for me" and the icon is not showing, please ask your Dev Op or IT Manager to do the following:

add *.zoom.us to script-src (load js from *.zoom.us)

add *.zoom.us to child-src (to load iframe from *.zoom.us)

add wss://*.zoom.us https://*.zoom.us (to connect-src to make http request)

If your DevOps or IT Manager does not approve of this method, please submit a support ticket under the product category "Zoom Virtual Agent," and we have other options to provide them to ensure that ZVA can operate as intended on your web assets and you can get a high ROI for your investment with Zoom Virtual Agent and Contact Center!

Hi all - within Campaign Management we are setting up a series of chat flows. We have customised our engagement windows and added welcome screens, however, the pre-determined 'fields' available for us to display on the welcome screen are somewhat limited/restricted to 8 fields.

My question is two fold - is it possible to add custom fields, and if so, how would I then enable them to display within this section for us to be able to collect this information from our customers at the welcome screen? I've dabbled with variables with limited success thus far.