How to make ZVA's AI call center by Voice agent

Hello Hiro,

Thank you for sharing your detailed scenario.
Your idea for using ZVA (Zoom Virtual Agent) as a voice-based help desk/call center sounds very interesting, especially with multilingual support for Japanese and English.

From what I understand, you would like to build this flow:

1. Customer calls help desk number

2. Customer selects language (Japanese or English)

3. ZVA listens to the customer issue

4. ZVA asks follow-up questions if needed

5. ZVA suggests a solution automatically

6. If unresolved, ZVA collects customer contact details

7. Conversation history is sent by email

8. Admin manages knowledge base, intents, and speech accuracy improvements

For beginners, I think the best starting point is:

• First create the knowledge base articles

• Then configure intents and flows

• After that, connect voice channels/phone system

• Finally, configure escalation and email notifications

I believe some of these functions may require:

• Zoom Virtual Agent

• Zoom Contact Center

• Voice channel configuration

• CRM or email integration

About the Widget menu being blank, it could possibly be:

• permission related,

• licensing related,

• or because some ZVA modules are not enabled yet.

Hopefully someone from the Zoom/ZVA team can share a more detailed setup guide or beginner documentation for these steps.

Your use case is very practical, and I think many beginners would benefit from a step-by-step tutorial as well.

Best regards and good luck with your ZVA project in Japan!

​@Chris Holt -san, I need your help access authority.

 Kashimura-san is Admin user but she couldn’t access them.

コンタクト センター - Zoom

2026-3-25-AI-ヘルプデスク受付 - Zoom

Do they access only owner, right?

I’d like to access them for her.

Thank you.

Hello Hiro,

Your scenario is possible with ZVA, but it will require configuration of several components together such as Voice Flow, Intent setup, Knowledge Base, and escalation workflow.

For your scenario, the general flow would be:

1. Customer calls the help desk number.

2. IVR menu plays:
   • Press 1 for Japanese
   • Press 2 for English

3. ZVA Voice Agent detects the selected language.

4. The Voice Agent asks questions and understands the customer issue using Intent and Knowledge Base.

5. Based on the conversation, ZVA suggests possible solutions automatically.

6. If the issue is not solved, the Voice Agent asks for customer name and mobile number.

7. Conversation transcript and collected information can be sent by email or integrated into CRM/help desk systems.

8. You can continuously improve speech accuracy by:
   • Adding Knowledge Base articles
   • Training Intents
   • Adding sample utterances
   • Improving conversation flows

Regarding the Widget menu being blank, this may indicate:
• Missing Voice feature permissions
• Incomplete ZVA setup
• Browser cache/session issue
• Feature not enabled in your account/license

Since you are a beginner, I recommend starting with:
• Basic IVR flow setup
• Language routing
• Intent creation
• Knowledge Base connection
• Email notification workflow

After that, test each step individually before creating the full call center scenario.

Your requested workflow is achievable, but it usually requires both platform configuration and some development/custom integration depending on the final requirements.

Hopefully the community team can also provide screenshots or updated documentation for the newest ZVA interface.

​@Farah William -san, thank you for your detail keyword. Do you know only owner make IVR flow, right?

Thank you.