Zoom Contact Center
Route Flows to Your AI Agent
Written By Maruf Ansari
Last updated 19 days ago
Zoom Contact Center routing sends contact-center flows or queues to a Kickcall AI agent. This is a supporting guide to the Zoom Integration overview, it uses the same app install and the same agent number as Zoom Phone, so if you've already installed the app once, there's nothing to repeat.
Prerequisites
An active Kickcall account with an AI agent configured and ready to receive inbound calls, along with its phone number copied.
A Zoom Contact Center license with flow routing enabled on your account.
Route calls from a Contact Center flow
Same idea as Zoom Phone: point the flow at your Kickcall agent's phone number instead of an internal destination.
In the Zoom admin portal, open your Contact Center flow editor and select the flow or queue you want Kickcall to handle.
Add or edit a routing step for the calls you want Kickcall to answer — after-hours, overflow, or a specific menu option.
Set the destination to Phone Number and enter your Kickcall agent number — the same one used on the Zoom Phone page.
Save and publish the flow.
Place a test call and confirm it reaches the intended Kickcall agent.
Same app, same number: Zoom Contact Center uses the same Kickcall installation and the same agent number as Zoom Phone — nothing to reinstall or reconfigure on the Kickcall side.
Labels may vary: Contact Center configurations differ by account, region, and enabled features. If your flow editor shows different routing labels, use the equivalent "route to phone number" or "external destination" step rather than changing anything in Kickcall.
Frequently Asked Questions
Do I need a separate Kickcall install for Contact Center?
Do I need a separate Kickcall install for Contact Center?
No. The same Kickcall AI app installation and the same agent number cover both Zoom Phone and Zoom Contact Center.
Which calls in my flow should go to Kickcall?
Which calls in my flow should go to Kickcall?
Common choices are after-hours calls, overflow when queues are full, or a specific menu option, add or edit the routing step for whichever calls you want the AI agent to answer.
My flow editor shows different labels than this guide. What should I do?
My flow editor shows different labels than this guide. What should I do?
Contact Center configurations vary by account, region, and enabled features. Use the equivalent "route to phone number" or "external destination" step — don't change anything on the Kickcall side.
How do I verify routing works?
How do I verify routing works?
Save and publish the flow, then place a test call and confirm it reaches the intended Kickcall agent.
Still need help? Ask the team