Connect Zoom Contact Center to FlowPath so inbound calls and emails your agents handle become FlowPath work orders automatically — with call transcripts attached, work-order categories mapped from your Zoom dispositions, and the handling agent assigned.
How it works: when an agent finishes after-call wrap-up on an inbound engagement and selected a disposition during wrap-up, FlowPath creates a work order from that engagement. No disposition, no work order — your agents stay in control of which interactions become work.
Before you start, you need:
A Zoom account with Zoom Contact Center licensed and at least one voice or email flow configured, with dispositions set up so agents are prompted during wrap-up.
A Zoom account administrator available to approve the connection (the app is admin-managed).
A FlowPath administrator login.
Adding the app
Sign in to FlowPath as an administrator.
Go to Settings → Integrations and open Zoom Contact Center.
Click Add to Zoom.
Sign in to Zoom as an account administrator and review the requested permissions. The app only requests read access — to engagements, engagement email logs, dispositions, contact-center users, and your basic account identity — and it never modifies anything in Zoom.
Click Allow.
You are returned to FlowPath. The Connection panel now shows Connected, the connection date, and your Zoom Account ID.
That's it — from now on, dispositioned inbound engagements create work orders. No per-agent setup is needed: one admin approval covers the whole account.
Troubleshooting
The Add to Zoom button is disabled — the integration isn't enabled for your environment yet. Contact support.
Zoom won't let me approve the connection — you must be a Zoom account administrator; Zoom blocks admin-managed apps for non-admin users.
The page says "Please authenticate" or shows no Account ID — the authorization didn't complete. Click Add to Zoom again and approve.
A call or email didn't create a work order — check, in order: Did the agent select a disposition during wrap-up? Was the engagement inbound? If you configured the phone-line allow list, was the call to a listed line? Still stuck? Contact support with the approximate time of the engagement.
Using the integration
Work orders from phone calls
Use case: a caller reports a broken fixture to your call center; facilities gets a ready-to-dispatch work order instead of a sticky note.
When an agent completes wrap-up on an inbound call and selected a disposition, a work order appears on your Work Orders board (in the Pending column) titled "NEW Call from {caller}". Its notes capture the caller's name and number, the queue, the handling agent, start time, duration, and any agent notes. The caller's number is saved as the work order's contact and subscribed for updates.
Prerequisites: connected app; dispositions configured in Zoom so the agent is prompted during wrap-up.
Work orders from emails
Use case: requests emailed to your service desk become work orders with the requester attached.
Inbound email engagements create work orders titled "NEW Email from {sender}", with the email's subject and body in the notes. The sender's address is saved as the requester contact and subscribed for updates on the work order.
Prerequisites: an email flow in Zoom Contact Center; agent selects a disposition during wrap-up.
Call transcripts
The call transcript is attached to the work order as a text file once Zoom generates it (usually within a few minutes of the call).
Prerequisites: transcription enabled for your Zoom Contact Center queues.
Work-order categories from dispositions
Use case: the disposition your agent picks ("Plumbing", "HVAC / No heat") becomes the work order's category, driving your existing category-based routing and reporting.
Enable the Work Order Category action under Settings → Integrations → Zoom Contact Center → Inbound actions. New work orders are then tagged with a category named for the selected disposition. Your full disposition catalog syncs daily; multi-level dispositions become full-path categories like "Facilities / Plumbing". If an engagement carries several dispositions (for example after a transfer), each becomes a category on the work order.
Prefer to manage categories by hand? Leave this action off — dispositions still gate work-order creation, but FlowPath won't create or apply categories.
Prerequisites: connected app; FlowPath administrator to enable the action.
Agent assignment
Use case: the agent who took the call is assigned the work order, so follow-ups land with the person who has context.
Enable the Users action under Inbound actions and choose the permission profile new users should receive. Your contact-center agents then sync into FlowPath users (daily), and each new work order is assigned to the agent who handled the engagement. On workspaces with single-assignee work orders the agent takes the assignee slot; with multi-assignee enabled the agent is added alongside other assignees. If a FlowPath user with the agent's email already exists, assignment works even before the first sync.
Prerequisites: connected app; a permission profile selected for synced users. Because this creates FlowPath users, it is off by default and opt-in.
Restricting intake to specific phone lines
If only some of your contact-center lines are facilities lines, add those numbers to the intake phone number list on the integration page. Calls to numbers not on the list won't create work orders. An empty list means every line intakes.
Re-authenticating
If the connection is ever revoked on the Zoom side, click Add to Zoom again — re-approving replaces the stored connection.
Removing the app
Sign in to the Zoom App Marketplace as a Zoom account administrator.
Click Manage → Added Apps, locate FlowPath, and click Remove.
What happens when you remove the app:
Zoom immediately revokes FlowPath's authorization. New engagements stop creating work orders.
To also remove the connection on the FlowPath side — which deletes the stored Zoom credentials from FlowPath — contact support and we'll disconnect the integration for you, or simply re-run Add to Zoom later if you're reconnecting.
Work orders and engagement records already created remain in your FlowPath workspace: they are your operational records and are unaffected by removal.
To have Zoom-derived data (engagement records, transcripts, or entire work orders) deleted, email support@getflowpath.com — deletion requests are honored under FlowPath's Data Retention and Deletion Schedule.
Re-adding the app later restores the integration; work-order creation resumes with the next dispositioned engagement.
Questions? Contact FlowPath Support or email support@getflowpath.com.