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Configure Zoom meetings and phone processing

Updated Wednesday, October 28, 2026 · Marc Staine

Zoom integration can connect calendar meetings, call logging and available meeting/phone artifacts to support work. Separate controls let you choose exactly which interactions and artifacts are processed.

Applies to: Supportbench Core. Location: Settings → Integrations → Zoom. Requires Administer all integrations.

Before you begin

  • You need Administer all integrations and authorization to connect the intended provider organization. Obtain credentials through your approved provider process; keep them out of screenshots and support messages.
  • Record existing connection, mapping and routing choices. Use controlled records to verify the intended data direction before a broad sync or live customer workflow.

Configure and verify

  1. Open Settings → Integrations → Zoom and choose Authorize Zoom for the intended account/user.
  2. Choose Sync hosts and select Default host with the provider capabilities needed for supported meeting actions.
  3. Review Active, Meetings and Calendar meetings. Configure meeting summaries, transcripts and recordings separately according to available provider artifacts and storage needs.
  4. Review Zoom Phone and Call logging separately from Inbound auto-case and its Queue, Category and Priority. Inbound auto-case can create an eligible Case even when Call logging is off.
  5. Review phone summaries, transcripts and recordings independently. Choose Save Changes and reopen to verify the selected processing options.
  6. Run an approved representative meeting or phone test and inspect the expected Case/Activity and available artifacts. Check Last webhook, Pending, Failed and Unavailable artifacts.
  7. Resolve the underlying connection/provider problem before Retry eligible work. Only eligible jobs are retried. Disconnect stops new processing while retaining settings and history.

Settings reference

Connection and operating controls

SettingWhat it controlsHow to choose
Authorize Zoom / DisconnectConnects Zoom; disconnect stops new processing while retaining settings and history.Verify the intended account and user.
Default host / Sync hostsSelects the host for supported meeting actions and refreshes available hosts.Choose a host with the intended provider capabilities.
ActiveEnables the installed integration.Review the individual processing options before activation.

Meetings and Zoom Phone

SettingWhat it controlsHow to choose
Meetings / Calendar meetingsControls meeting support and creating/updating Zoom meetings from the calendar.Enable the calendar path only when your team uses it.
Meeting summaries / Transcripts / RecordingsSelects the available meeting artifacts to process.Enable only useful artifacts and review provider availability.
Zoom Phone / Call loggingEnables phone support and recording phone calls as support activity.Separate call activity needs from case-creation needs.
Inbound auto-case / Queue / Category / PriorityCreates and routes a case for eligible inbound calls without a related case.Choose monitored routing and test it with a representative call.
Phone summaries / Transcripts / RecordingsSelects phone artifacts independently.Review the desired information and storage use.

Processing

SettingWhat it controlsHow to choose
Last webhook / Pending / Failed / Unavailable artifactsShows interaction and artifact processing health.Inspect the last error and distinguish unavailable provider data from retryable failures.
Retry eligible workRetries work that the processing system considers eligible.Resolve connection or provider problems first; verify the next processing result.

Behavior to know

  • Inbound auto-case can create a case without a related case even when Call logging is off. Disabling call logging does not disable auto-case or enabled artifact imports.
  • Recordings are imported within the configured storage limit.

Recommended use

  • Enable only the flows your support process needs and identify an owner for connection failures.
  • Test mappings and routing with representative records before broad use. Review existing data before a resynchronization or removal.

Worked example

  1. Authorize Zoom and sync/select the intended default host.
  2. Enable the needed meeting features.
  3. If using Zoom Phone, choose logging, auto-case routing and artifact options independently.
  4. Inspect processing status after a controlled interaction.

Troubleshooting

ProblemWhat to check
The intended host is missingUse Sync hosts and verify the authorized provider account and the host’s capabilities.
A Case was created with Call logging offInbound auto-case is separate. Review its switch and routing; disabling Call logging does not disable it.
A transcript or recording is missingCheck its individual option, provider artifact availability, storage limits and processing status.
Retry did not recreate every artifactRetry eligible work acts only on eligible jobs. Distinguish unavailable provider data from retryable failures.
Old data remains after DisconnectDisconnect stops new processing; it preserves settings and history.
  • Integrations → Use the data synchronization log
  • Organization → Configure agent roles and division access

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