Hi. We’re developing an app for our organization’s internal users (so, only my organization’s employees will use this Zoom app). I want this Zoom app to always be running in the engagement context.
Ideally, a user would launch Zoom Workplace, then the custom app will start running in the engagement context.
How would we do this?
Thanks!
Hi @ccerra
Today you can use the ‘pop out’ feature, where the Zoom App can be popped out of the main Zoom Workplace App. When your agent does this, they will see your app in a dedicated window. That window can remain open through their shift, allowing them to always see your app.
Later this year, we have a feature request planned that will allow you to pick a Zoom App, that will be displayed by default in the main Zoom Workplace App client when your agents handle a new engagement. You can contact your Zoom account team and have them link you to that feature request.
Thanks,
Justin
Thanks for your response!
We don’t necessarily need the agents to see the app always - we just need it running.
I noticed that when I opened up developer tools for an instance of the app opened via the sidebar in an engagement, that when the engagement closed and subsequent engagements started that same developer tool window stayed open and seemed to be showing information for the subsequent engagements. So opening the app once in an engagement seemed to keep it running for other engagements.
Given that, what’s the difference between popping out the window and having a user open it during their first engagement?
Thank you for your time, and we’ll be keeping our eyes out for that new feature!
If the user pops out the app, then the user can always see it running, and if the app shows the user info then that can be helpful to them.
In terms of apps running in the background. Zoom Apps run a single instance of webview for all Zoom Contact Center engagements, with the SDK events emitting to the app when new engagements are started, or when agents switch between active events.
If you have a use case where you are running a Zoom App, but your agents do not need to look at it, then it might be worth considering whether Zoom App Marketplace Webhook/Websocket events are a better fit. Since those events are sent from the platform, and do not rely on agents having opened a Zoom App on their PC.
In addition to the Zoom App Marketplace events, we also have Flow events, as well. Below are some useful resources: