Zoom Contact Center User Guide

Overview

This guide walks you through the full lifecycle of the Zoom Contact Center integration with the OpenMethods Experience Platform: adding the app in Zoom Marketplace, authorizing it in OpenMethods, using it for OpenConnect event delivery, updating the configuration when needed, and removing it cleanly when you are done. The integration uses Zoom's General App type with webhook-based event notifications to deliver real-time contact center events to PopFlow workflows.

Prerequisites

• A Zoom account with Admin privileges
• Access to the Zoom Marketplace
• Access to the OpenMethods Experience Designer (Security → OpenConnect)
• Access to the OpenMethods Integrations page
• Your environment-specific webhook URL (e.g. https://connect.<env>.openmethodscloud.com/webhook/zoom)
• Your Customer ID from the OpenMethods platform

Part 1 — Build a Zoom App

Select "General App" from the list of available app types

Step 2 — Basic Information

App Management

Under "Select how the app is managed", choose Admin-managed, then click Save.

App Credentials

After saving, the Client ID and Client Secret will be displayed. Copy both values — you will use them when configuring the Zoom Integration in the OpenMethods Experience Platform.

Basic Information page — Copy your Client ID and Client Secret

Step 2b — OAuth Configuration

In the OAuth section of your Zoom app, configure the following:

1. OAuth Redirect URL — Enter the OpenMethods callback URL:

   https://integrations.openmethodscloud.com/oauth/callback

2. Strict Mode — Enable Use Strict Mode for Redirect URLs.
3. Click Continue → to proceed.

Step 3 — Secret Token (Feature > Access)

Navigate to Feature → Access in your Zoom app settings. Copy the Secret Token displayed on this page.

Feature → Access page — Copy the Secret Token and toggle Event Subscription

Step 4 — Event Subscription (General Feature)

In General Features, enable the Event Subscription toggle, then click + Add New Event Subscription.

Subscription Method

Select Webhook as the delivery method.

Subscription Name

Enter a descriptive name, for example: Engagement Events.

Add Events

1. Click + Add Events
2. Search for "Engagement" — Select the engagement events shown. Standard events include engagement start, end, and status changes.
3. Click Done to confirm the selection.

Enable Event Subscription and choose Webhook

Search "Engagement" and select Contact Center events

Event Notification Endpoint URL

Enter your environment-specific webhook URL:

https://connect.<env>.openmethodscloud.com/webhook/zoom

Replace <env> with your environment identifier (e.g. staging, prod).

Event notification endpoint URL and Custom Auth Header configuration

Authentication Header

Select Custom Header and configure:

Event Notification Receiver

Select All users in your account.

Click Save, then click Continue.

Step 5 — Surface

Under "Select where to use your app", choose Contact Center, then click Continue →.

Step 6 — Add Scopes

When you selected the Engagement events in Step 4, the required scope was added automatically:

contact_center:read:engagement:admin

Copy this scope — you will paste it into the Zoom Integration configuration in OpenMethods.

Click "+ Add Scopes" to open the scope selection dialog

Select the Contact Center engagement scopes

Click Continue → to proceed.

Part 2 — Add Zoom Integration

Now that the Zoom app is created, configure the integration within the OpenMethods Experience Platform.

Create the Zoom Integration

1. Navigate to Integrations and select Zoom Integration.
2. Open the Zoom OAuth Provider.
3. Enter an Integration Name.
4. Provide the Client ID and Client Secret obtained from the Zoom app in Step 2.
5. Enter the required Scopes (copied from Step 6), for example: contact_center:read:engagement:admin.
6. Click Submit.

Authorize the Zoom Integration

1. A Zoom Authorization popup will appear.
2. Sign in to Zoom. If you are already logged in, the login screen may be skipped.
3. Review and select the required permissions.
4. Click Allow.
5. After successful authorization, the Account Linked page will be displayed.
6. The integration will now show an Authorized status.

Part 3 — Configure OpenConnect Webhook

With the integration authorized, configure the webhook receiver in OpenConnect.

1. Open Security → OpenConnect in the Experience Designer.
2. Select the Zoom Contact Center tab.
3. Enter the Zoom Secret Token obtained in Step 3.
4. Choose the appropriate Zoom Integration from the dropdown list.
5. Click Confirm configuration.

Step 7 — Validate the Webhook

The Zoom app was created in Development mode, which is sufficient for our use case. You do not need to publish it to Production. However, to validate the webhook URL you must temporarily switch to the Production environment in Zoom.

1. In the Zoom Marketplace app settings, click Production.
2. Select Access.
3. Click the Edit button next to your event subscription (e.g. "Engagement Answer") under Event Subscription.
4. Enter the webhook URL, then click Validate.

How to Use the Integration

After setup is complete, Zoom Contact Center sends the subscribed engagement events to your OpenMethods webhook. OpenConnect uses the saved Zoom Secret Token and selected Zoom Integration to validate the configuration and route those events into the workflows you have configured.

1. Keep the Zoom app authorized so the OAuth connection remains available for the integration.
2. Keep the event subscription enabled in Zoom so engagement events continue to be delivered to your OpenConnect webhook URL.
3. Maintain the OpenConnect configuration by updating the saved Secret Token or Zoom Integration whenever your Zoom credentials, environment, or app settings change.
4. Publish and monitor the target workflows in OpenMethods so incoming Zoom events trigger the expected automation.

Manage or Update Existing Zoom Apps

To review or update your Zoom app configuration at any time:

1. Go to the Zoom Marketplace.
2. Click the Manage link at the top-right corner of the page.
3. A list of your created apps will be displayed.
4. Select the app name to view or update its configuration.

Removing the App

To fully retire the Zoom Contact Center integration, remove it from both OpenMethods and Zoom. Completing only one side can leave an inactive configuration or an unused Zoom app behind.

1. Disconnect the OpenConnect configuration in Security → OpenConnect → Zoom Contact Center. Click Disconnect and confirm the prompt. This removes the saved OpenConnect webhook configuration for Zoom from the OpenMethods Experience Platform.
2. Review any related Zoom Integration connection in OpenMethods. If your team no longer needs the OAuth connection that was created for this app, remove or retire it using your normal administrator process in the Integrations area.
3. Remove or deactivate the Zoom app in Zoom Marketplace. Open Manage in Zoom Marketplace and locate the General App you created for OpenMethods. If the app is dedicated to OpenMethods, delete it. If the app is shared with another internal use case, remove the OpenMethods event subscription and stop using the OpenMethods authorization before repurposing the app.

Potential impact of removal

• New Zoom webhook events will no longer be processed through the removed OpenConnect configuration.
• If Zoom still has the webhook subscription enabled after you disconnect OpenMethods, Zoom may continue attempting to send events until you also remove or disable the app configuration in Zoom.
• Removing the app stops future event delivery, but it does not automatically roll back workflow runs or other records that were created before the removal.

How Your Data Is Handled After Removal

Removing the Zoom Contact Center app stops future event delivery, but it does not automatically erase data that was already created before the integration was removed.

• The saved OpenConnect webhook configuration is removed when you confirm the disconnect action in the Zoom Contact Center OpenConnect tab.
• After that configuration is removed, new webhook deliveries are no longer processed by OpenMethods for the deleted Zoom connection.
• Data already written to OpenMethods or downstream systems remains subject to those systems' normal retention and deletion controls.

Troubleshooting

Webhook Events Not Arriving

• Verify the webhook URL in Zoom matches your environment: https://connect.<env>.openmethodscloud.com/webhook/zoom
• Confirm the x-om-token header value is set to your correct Customer ID
• Ensure the Zoom app's event subscriptions are enabled and saved
• Check that the OpenConnect Zoom configuration has been confirmed

OAuth Authorization Fails

• Verify the redirect URL is exactly: https://integrations.openmethodscloud.com/oauth/callback
• Ensure Strict Mode is enabled
• Confirm the Client ID and Client Secret match what Zoom displays
• Check that the required scopes are configured in both the Zoom app and the integration

Secret Token Appears Masked

• When editing an existing OpenConnect configuration, the Secret Token is masked for security. The Show/Hide toggle reveals the masked placeholder, not the actual stored token.
• To update the token, clear the field and paste a new Secret Token from your Zoom app settings.

Configuration Summary

Quick reference of all values needed during setup: