Chat
This article covers the configuration needed for Capacity's Conversation Intelligence (CI) platform to ingest your Zoom Contact Center web chat and messaging engagement transcripts and associated metadata. It assumes you've already created your Zoom Server-to-Server OAuth app — if not, start with the Zoom Authentication article first.
How It Works
- Automated ingestion of chat/messaging engagement transcripts and metadata via API
- Secure, credential-based access using OAuth 2.0 Server-to-Server client credentials — Capacity never has access to your Zoom login
- Batch retrieval of chat transcripts and metadata once configured
Before You Begin
- Complete the Zoom Authentication article to create your Server-to-Server OAuth app (or confirm one already exists if you're also enabling other Zoom products).
- Confirm your Zoom account includes Contact Center licensing with web chat/messaging channels enabled.
Required Scopes
Chat engagements use the same underlying Contact Center scope set as voice engagements. If you've already completed the Zoom Contact Center Calls article, these scopes are already in place and you can skip to What to Share with Capacity below.
Add the following scopes to your Server-to-Server OAuth app's Scopes tab — you don't need to create a second app if one already exists for another Zoom product:
| Scope | Description |
|---|---|
| contact_center:read:engagement:admin | View all contact center engagement information |
| contact_center:read:note:admin | View all contact center note information |
| contact_center:read:list_recordings:admin | View all contact center recording information |
| Search "report" - Select all | View all contact center report information |
| contact_center:read:skill:admin | View all contact center skill information |
| contact_center:read:user:admin | View all contact center user details |
| contact_center:read:voice_call_log:admin | View voice call information |
What to Share with Capacity
| Item | Description |
|---|---|
| Account ID | Account ID from the Server-to-Server OAuth app |
| Client ID | Client ID from the same app |
| Client Secret | Client Secret from the same app |
| Exclude Groups | Let us know if only specific groups should have their meetings ingested by sending a list of group IDs If no list is provided, we will assume ingestion applies account-wide |
Only share the credentials if not previously shared for other Zoom products
Always share credentials securely, never send as plain text in an email