---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Using Chat Zoom Connector

# Using Chat Zoom Connector {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 3, 2023
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Initiate a Zoom meeting directly from a chat by using the Chat Zoom Connector application.

As an agent you can initiate a Zoom meeting from a chat to understand and
resolve customer issues faster through live interactions. For more information, see [Initiate Zoom meetings from chats](https://servicenow-prod.fluidtopics.net/n8n0s_ssQ0TaFHHx8gAdHA "Resolve issues faster by initiating a Zoom meeting directly from a customer chat using the Chat Zoom Connector application.").

By default, for each interaction record for a Zoom meeting, a Notify conference call number is also generated. As an agent, you or the agent
manager can access the recording URL of the Zoom meeting from the activity stream
of the interaction record. For more information, see [Interaction records in Agent
Workspace](https://www.servicenow.com/docs/access?context=interaction-message-agent-workspace&version=xanadu&pubname=xanadu-platform-user-interface&ft:locale=en-US).

As an agent manager, you can access the details of Zoom meetings initiated from
a customer chat using the Zoom interaction record. The meeting recordings are
available in the interaction record created for Zoom. For more information, see
[View details for Zoom meetings initiated from chats](https://servicenow-prod.fluidtopics.net/vAYcGGO5VoxmT7DEJTRmMg "View details for a Zoom meeting initiated from a chat by accessing the associated interaction record.").  
Note:  
The conference call details of a Zoom meeting are stored in the Notify Conference Calls \[notify_conference_call\] table.

As a user in the notify_admin or notify_view role, you can access the details of a Zoom meeting by navigating to NotifyRecordings, and selecting the corresponding conference call number. For more information,
see [Notify conference calls](https://www.servicenow.com/docs/access?context=c_NotifyConferenceCalls&version=xanadu&pubname=xanadu-servicenow-platform&ft:locale=en-US).

## Chat Zoom Connector user roles {#using-chat-zoom-connector__section_m1q_3rc_tmb}

The users with the roles listed in the following table can use the Chat Zoom Connector application.
{#using-chat-zoom-connector__table_n1q_3rc_tmb__entry__2}

| Roles | Tasks |
|-|-|
| agent_workspace_user | Initiate a Zoom meeting from a chat to understand customer issues and resolve issues faster through live interactions. |
| sn_customerservice_manager | View details for Zoom meetings initiated from a customer chat using the Zoom interaction record. The meeting recordings are available in the interaction record created for Zoom meetings. |
| notify_admin, notify_view | View details for Zoom meetings initiated from a customer chat by using Notify. |
[Table 1. Roles required for Chat Zoom Connector]

{#using-chat-zoom-connector__table_n1q_3rc_tmb}

## Activation information {#using-chat-zoom-connector__section_imz_4zn_smb}

Configure the Chat Zoom Connector application for initiating Zoom meetings from customer chats. For more information, see [Configure Chat Zoom Connector](https://servicenow-prod.fluidtopics.net/1rAuM_80pFSzVAV7973VWg "Install and set up the Chat Zoom Connector application to interact with customers using Zoom meetings initiated from a chat.").
**Related concepts**   

* [Chat Zoom Connector](https://servicenow-prod.fluidtopics.net/jwcT6U0m07Tk0Bcw4suw3g "Resolve issues quickly and engage better with customers with video and screen sharing options in Zoom using the ServiceNow Chat Zoom Connector application.")

*[\>]: and then