Connect Zoom® to Coconut

In this article

• Objective 
• Steps
  • Set up the integration
  • Enable the integration for users
    • Hot Tips!
  • Modify the video service provider for a staff member
  • Set services to include video calls
• Troubleshooting Tips 
  • Refresh the integration
  • Disconnect the integration
• A note on access and visibility

Objective

Enable employees to generate unique Zoom® video links for video appointments to be used in the Client View, Schedule, or Contact Center areas of Coconut.

NOTE: Zoom® integration is an optional add-on. Please connect with your Customer Success Manager to get started. 

Steps

Connecting Zoom® with Coconut requires setting up the integration, enabling it for users, and ensuring services are set up to include video calls as a meeting method.

Set up the integration

Access Settings>Video Calls to setup the Zoom® integration

1. From the navigation menu, click Settings
2. From Integrations & API, click Video Calls
3. Click Zoom
4. Sign into Zoom® using the account you want to use for completing the integration
5. Review the permissions request details and click Authorize to proceed with the integration

Coconut will refresh and a success message displays. 

NOTE: Settings>Video Calls will display Zoom® in parentheses if the integration was successful. 

Enable the integration for users

A list of users displays in Video Calls. The account used to establish the integration displays at the top of the screen. 

To enable/disable the Zoom integration for a user:

1. Navigate to the user that requires changes
2. Toggle on/off the Video Calls setting for that user, based on the required change

NOTE: A checkmark in the Zoom User column indicates that user’s Coconut and Zoom® accounts are successfully synced.

Hot Tips!

• To make a mass update of all users, select the checkbox preceding the Coconut User heading
• To modify the sort order, click the arrow icon following the Coconut User heading
• To find a specific user, enter the user’s details in the search bar
• To filter the list based on whether the integration is enabled or whether the user in Coconut is a match for the Zoom® user, click the Filter list icon
• To increase the number of display results, navigate to the bottom of the user list, select the Rows per page drop down, and make your desired changes

Modify the video service provider for a staff member

When a video integration is enabled for the first time, it becomes the default video service provider for staff facilitating video appointments. If the default requires changing, you will need to modify the video service provider for the staff member.

To modify the video service provider for a staff member:

1. From the navigation menu, click Staff
2. Navigate to the staff member you want to modify
3. Click Profile
4. From the Video Calls Platform dropdown, select your preferred option
5. Click Save

Set services to include video calls

Services that will include the option to join by video will require that video calls is an optional meeting method. To set a service to include video calls:

1. From the navigation menu, click Services
2. Navigate to the service that will include video calls as an option
3. Click More
4. From Meeting Method, select Video Call
5. Click Save

Troubleshooting Tips

If experiencing issues with your Zoom integration, the resolution may be to refresh the integration, disconnect and reconnect the integration, or complete updates/actions in your organization’s Zoom account.

For more information on using apps with Zoom, please refer to Zoom’s documentation.

If you’re unable to generate a Zoom meeting link when booking an appointment, please refer to this article.

Read on for details on how to refresh or disconnect the integration.

Refresh the integration

Updates made to Zoom® login credentials will require a manual refresh of the integration. 

To perform a manual refresh:

1. From the navigation menu, click Settings
2. Click Video Calls
3. Click Refresh
4. Click Refresh once more to confirm 

You are returned to the Video Calls screen, where a confirmation displays once the refresh successfully completes. 

Disconnect the integration

To disconnect the integration:

1. From the navigation menu, click Settings
2. Click Video Calls
3. Click Disconnect
4. Click Disconnect once more to confirm

NOTE: Disconnecting the integration does not impact previously scheduled appointments that included a Zoom® video call link. 

A note on access and visibility

Admins can connect the Zoom® integration by accessing Settings.