> **build-zoom-contact-center-app** — skill 109 of 200 in [anthropics/knowledge-work-plugins](https://skillsdocs.com/anthropics/knowledge-work-plugins).
>
> Book (all skills, one file): https://skillsdocs.com/anthropics/knowledge-work-plugins.md
> Machine manifest: https://skillsdocs.com/anthropics/knowledge-work-plugins/.well-known/agent-skills/index.json
> Install the book: `npx skills add anthropics/knowledge-work-plugins`
> Upstream: https://github.com/anthropics/knowledge-work-plugins/blob/main/partner-built/zoom-plugin/skills/contact-center/SKILL.md @ `main`
> Raw bytes, no header: https://raw.githubusercontent.com/anthropics/knowledge-work-plugins/main/partner-built/zoom-plugin/skills/contact-center/SKILL.md
> Base for relative paths: https://raw.githubusercontent.com/anthropics/knowledge-work-plugins/main/partner-built/zoom-plugin/skills/contact-center/
> Licence: Apache-2.0 — https://spdx.org/licenses/Apache-2.0.html
>
> Bundled files (8), referenced from this skill's directory:
>   - `concepts/architecture-and-lifecycle.md` — https://raw.githubusercontent.com/anthropics/knowledge-work-plugins/main/partner-built/zoom-plugin/skills/contact-center/concepts/architecture-and-lifecycle.md
>   - `references/environment-variables.md` — https://raw.githubusercontent.com/anthropics/knowledge-work-plugins/main/partner-built/zoom-plugin/skills/contact-center/references/environment-variables.md
>   - `references/forum-top-questions.md` — https://raw.githubusercontent.com/anthropics/knowledge-work-plugins/main/partner-built/zoom-plugin/skills/contact-center/references/forum-top-questions.md
>   - `references/samples-validation.md` — https://raw.githubusercontent.com/anthropics/knowledge-work-plugins/main/partner-built/zoom-plugin/skills/contact-center/references/samples-validation.md
>   - `references/versioning-and-compatibility.md` — https://raw.githubusercontent.com/anthropics/knowledge-work-plugins/main/partner-built/zoom-plugin/skills/contact-center/references/versioning-and-compatibility.md
>   - `RUNBOOK.md` — https://raw.githubusercontent.com/anthropics/knowledge-work-plugins/main/partner-built/zoom-plugin/skills/contact-center/RUNBOOK.md
>   - `scenarios/high-level-scenarios.md` — https://raw.githubusercontent.com/anthropics/knowledge-work-plugins/main/partner-built/zoom-plugin/skills/contact-center/scenarios/high-level-scenarios.md
>   - `troubleshooting/common-drift-and-breaks.md` — https://raw.githubusercontent.com/anthropics/knowledge-work-plugins/main/partner-built/zoom-plugin/skills/contact-center/troubleshooting/common-drift-and-breaks.md
>
> Content © its authors, served unmodified. Takedown: https://github.com/DreambaseAI/skillsdocs/issues/new?labels=takedown&title=Takedown+request

<!-- Verbatim upstream SKILL.md follows, YAML frontmatter included. -->

---
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.
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.