/contact-center

name: build-zoom-contact-center-app
description: "Reference skill for Zoom Contact Center. Use after routing to a contact-center workflow when implementing app, web, or native integrations; engagement context and state handling; campaigns; callbacks; or version-drift troubleshooting."
triggers:
  - "contact center sdk"
  - "zoom contact center"
  - "zcc"
  - "engagement context"
  - "engagement status"
  - "campaign sdk"
  - "scheduled callback"
  - "getengagementcontext"
  - "onengagementstatuschange"
  - "zoom contact center app"

/build-zoom-contact-center-app

Background reference for Zoom Contact Center integrations across app, web, and native mobile surfaces.

Implementation guidance for Zoom Contact Center across:

• Contact Center apps in the Zoom client (Zoom Apps SDK path)
• Web channel embeds (chat/video/campaign)
• Native mobile SDKs (Android/iOS)

Official docs:

• https://developers.zoom.us/docs/contact-center/
• https://developers.zoom.us/docs/contact-center/web/sdk-reference/
• https://marketplacefront.zoom.us/sdk/contact/android/index.html
• https://marketplacefront.zoom.us/sdk/contact/ios/index.html

Routing Guardrail

• If the user is building an app inside the Zoom Contact Center desktop client, stay on the Zoom Apps SDK path and use this skill plus `zoom-apps-sdk`.
• If the user is embedding chat/video widgets on a website, route to [web/SKILL.md](web/SKILL.md).
• If the user is integrating native Android or iOS SDK binaries, route to [android/SKILL.md](android/SKILL.md) or [ios/SKILL.md](ios/SKILL.md).
• If the user needs Contact Center call-control or queue APIs, chain with [../rest-api/SKILL.md](../rest-api/SKILL.md).

Quick Links

Start here: 1. [concepts/architecture-and-lifecycle.md](concepts/architecture-and-lifecycle.md) 2. [scenarios/high-level-scenarios.md](scenarios/high-level-scenarios.md) 3. [references/forum-top-questions.md](references/forum-top-questions.md) 4. [references/versioning-and-compatibility.md](references/versioning-and-compatibility.md) 5. [references/samples-validation.md](references/samples-validation.md) 6. [references/environment-variables.md](references/environment-variables.md) 7. [troubleshooting/common-drift-and-breaks.md](troubleshooting/common-drift-and-breaks.md) 8. [RUNBOOK.md](RUNBOOK.md)

Platform skills:

• [android/SKILL.md](android/SKILL.md)
• [ios/SKILL.md](ios/SKILL.md)
• [web/SKILL.md](web/SKILL.md)

Documentation Structure

contact-center/
├── SKILL.md
├── RUNBOOK.md
├── concepts/
│   └── architecture-and-lifecycle.md
├── scenarios/
│   └── high-level-scenarios.md
├── references/
│   ├── versioning-and-compatibility.md
│   ├── samples-validation.md
│   └── environment-variables.md
├── troubleshooting/
│   └── common-drift-and-breaks.md
├── android/
│   ├── SKILL.md
│   ├── concepts/sdk-lifecycle.md
│   ├── examples/service-patterns.md
│   ├── references/android-reference-map.md
│   └── troubleshooting/common-issues.md
├── ios/
│   ├── SKILL.md
│   ├── concepts/sdk-lifecycle.md
│   ├── examples/service-patterns.md
│   ├── references/ios-reference-map.md
│   └── troubleshooting/common-issues.md
└── web/
    ├── SKILL.md
    ├── concepts/lifecycle-and-events.md
    ├── examples/app-context-and-state.md
    ├── references/web-reference-map.md
    └── troubleshooting/common-issues.md

Common Lifecycle Pattern

1. Initialize platform context early. 2. Build a channel item (`entryId` for chat/video/ZVA, `apiKey` for scheduled callback and campaign flows). 3. Get service/client instance. 4. Register listeners/delegates before user interaction. 5. Start flow (`fetchUI`, `startVideo`, or web SDK open/show path). 6. Handle engagement state changes (`start`, `hold`, `resume`, `end`) and context switching. 7. End flow and release resources (`endChat`/`endVideo`, `logout/logoff`, uninitialize/release).

High-Level Scenarios

• Agent side-panel app that stores notes per `engagementId` and survives context switching.
• Browser chat/video campaigns launched from web tags.
• Native mobile customer app for chat/video/scheduled callback.
• Campaign-driven channel selection (chat, ZVA, video, scheduled callback).
• Rejoin flow for dropped video engagements on mobile.
• Smart Embed CRM softphone with postMessage event contracts.

See [scenarios/high-level-scenarios.md](scenarios/high-level-scenarios.md) for details.

Chaining

• Auth and in-client app identity: [../zoom-apps-sdk/SKILL.md](../zoom-apps-sdk/SKILL.md) and [../oauth/SKILL.md](../oauth/SKILL.md)
• Contact Center REST workflows: [../rest-api/SKILL.md](../rest-api/SKILL.md)
• Cobrowse on web voice/chat channels: [../cobrowse-sdk/SKILL.md](../cobrowse-sdk/SKILL.md)

Environment Variables

• See [references/environment-variables.md](references/environment-variables.md) for standardized `.env` keys and where to find each value.