build-zoom-contact-center-app

---
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.

> **Need to create/configure the Marketplace app first?** Use
> [Marketplace app management](../rest-api/references/marketplace-apps.md) for app creation,
> General App surfaces, Contact Center product selection, OAuth scopes, event subscriptions,
> and credential response shapes before implementing Contact Center SDK/API workflows. Start
> from the [General App Contact Center template](../rest-api/assets/marketplace-apps/marketplace-manifest-template-for-general-admin-contact-center-api.json)
> or [S2S Contact Center template](../rest-api/assets/marketplace-apps/marketplace-app-creation-template-for-s2s-contact-center-api.json).

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.

From zoom/zoom-plugin-claude at 86e2592, shown as plain text under its license: MIT (permissive). The license text is in LICENSE.

• SKILL.md5.7 KB · f067f0caff13
• RUNBOOK.md3.0 KB · c352f96f3bab
• concepts/
• architecture-and-lifecycle.md2.0 KB · 613d3434b265
• references/
• environment-variables.md1.7 KB · 939dbadb1dc6
• forum-top-questions.md3.3 KB · 3332e46706ce
• samples-validation.md1.7 KB · d841480f92e8
• versioning-and-compatibility.md1.2 KB · d3092e80daf5
• scenarios/
• high-level-scenarios.md1.8 KB · 76adf24f2ebc
• troubleshooting/
• common-drift-and-breaks.md1.6 KB · eb5f98032e51

9 files, 22 KB in total. Each file has a sha256 in the pin's manifest; the first 12 characters are shown.