---
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.