RUNBOOK

• Skill entrypoint is SKILL.md.
• This runbook is an operational convention (recommended), not a required skill file.
• SKILL.md is a navigation convention for larger skill docs.

1) Confirm Integration Path

• Contact Center app inside Zoom client: use Zoom Apps SDK APIs/events (getEngagementContext, onEngagementStatusChange, etc.).
• Website embed: use Contact Center web SDK/campaign script path.
• Native mobile app: use Android/iOS Contact Center SDK binaries and service lifecycle.

Wrong path is the top source of confusion.

2) Confirm Required Credentials

• entryId for chat/video/ZVA channels.
• apiKey for scheduled callback and campaign/web-tag scenarios.
• If building a Contact Center app in Zoom client, validate app credentials and OAuth setup in Marketplace.

3) Confirm Lifecycle Order

Common native/mobile order:

1. Initialize SDK context early.
2. Get service instance.
3. Initialize service with ZoomCCItem.
4. Register listener/delegate.
5. login() where required (typically chat/ZVA).
6. fetchUI() to present the channel view.

Web app path:

1. zoomSdk.config(...)
2. getEngagementContext() and getEngagementStatus()
3. subscribe to onEngagementContextChange and onEngagementStatusChange
4. persist state keyed by engagementId

4) Confirm Context Switching Behavior

• A single app instance can receive multiple engagement contexts.
• Persist draft/workflow state by engagementId.
• Do not assume only one active engagement for chat/SMS/email workflows.

5) Confirm Cleanup Semantics

• End action (endChat, endVideo, endScheduledCallback) is not the same as service release.
• Apply platform-specific cleanup (logout/logoff, release/uninitialize APIs).
• On iOS, forward app lifecycle callbacks (appDidBecomeActive, appWillTerminate, etc.) to ZoomCCInterface.

6) Version + Drift Checks

• Zoom enforces minimum SDK versions quarterly (first weekend of February, May, August, November).
• Re-check docs and changelog before release; naming and signatures can drift.
• Watch deprecations:
  • iOS onService:error:detail: is deprecated in favor of onService:error:detail:description:.

7) Quick Probes

• App context/status APIs return valid values.
• Engagement events fire when agent switches engagements.
• Chat/video/scheduled callback can be started and ended once each without stale state.
• No CSP or domain allow-list blocks for web integrations.

8) Fast Decision Tree

• No engagement data in Contact Center app -> missing SDK config capabilities or wrong runtime context.
• Channel UI does not open -> invalid entryId/apiKey, missing init, or wrong service/channel mapping.
• Events not firing on switch/end -> listeners not attached early enough or removed incorrectly.
• Rejoin fails on mobile -> deep-link/scheme configuration mismatch.