Define Data Mapping and Webhook Payloads

Preserving customer context during a handoff from a voice agent to a human agent requires careful configuration of payload delivery channels.

In this step, we will have to map outbound variables into the voice path signaling layer and configure the automated agent platform to push structured JSON context payloads back into Zoom's secure REST endpoints.

Establish Inbound Integration Data Strategies#

First, we will have to analyze incoming payload attributes and select the appropriate ingestion method based on data size, structure, and classification type.

Map Outbound Telephony Metadata (Zoom ──> Voice agent)#

Next, we will have to capture call attributes originating from Zoom Contact Center and pass them directly into the agent platform within the network signaling stream.

• X-ZOOM-DNIS: we will have to map this header to deliver the original dialed destination identification strings to the agent engine.
• X-ZOOM-WEBHOOK: we will have to map this header to deliver the unique runtime Static Webhook URL string assigned to your connection instance.

Program Asynchronous Inbound Telemetry (Voice agent ──> Zoom)#

Next, we will have to configure the automated agent platform to issue programmatic HTTP POST requests directly to the extracted unique Static URL endpoint.

A. Metadata Context Delivery (voicebot_metadata)#

To link agent context variables to active Zoom Engagement or Consumer profile fields, we will have to structure the payload array to exactly match the variable names pre-registered inside the Inbound from Bot visual configurations.

• Method: POST
• Content-Type: application/json

Request Schema Example:#

{
    "event": "voicebot_metadata",
    "conversationId": "c8221dc1-0af6-4daf-9e89-259a4b36164c",
    "metadata": [
        {
            "key": "engagement_notes",
            "value": "Customer requires immediate support for a billing anomaly."
        },
        {
            "key": "customer_city",
            "value": "San Francisco"
        },
        {
            "key": "customer_email",
            "value": "john.doe@example.com"
        },
        {
            "key": "detected_intent",
            "value": "billing_inquiry"
        }
    ]
}

B. Conversational Abstract Delivery (voicebot_conversation_summary)#

To display a text summary inside the live agent's active desktop panel view immediately upon transfer, structure the JSON object text block as follows:

Method: POST Content-Type: application/json

Request Schema Example:

{
    "event": "voicebot_conversation_summary",
    "conversationId": "c8221dc1-0af6-4daf-9e89-259a4b36164c",
    "text": "The caller reached out regarding their recent invoice. They questioned a $49.99 subscription fee. the voice agent verified identity and clarified the charge. The user requested agent escalation for credential modifications."
}

C. Continuous Dialogue Log Delivery (voicebot_conversation_transcript)#

To map conversation strings to the historical agent panel viewer log layout, send an ordered array containing timestamps and speaker identity booleans.

Method: POST Content-Type: application/json

Request Schema Example:

{
    "event": "voicebot_conversation_transcript",
    "conversationId": "c8221dc1-0af6-4daf-9e89-259a4b36164c",
    "messages": [
        {
            "bot": true,
            "message": "Hello! Thank you for calling Customer Support. How can I assist you today?",
            "timestamp": 1767318930000
        },
        {
            "bot": false,
            "message": "Hi, I have a question about my recent bill.",
            "timestamp": 1767318935000
        }
    ]
}

Configure Queue Re-Entry Routing (SIP REFER)#

Finally, program the voice agent architecture to cleanly release media anchor points and transfer call execution tracking back into active Zoom Contact Center human agent queues.

To return line processing control back to Zoom, the external telephony platform must issue a standard SIP REFER directive.

The Refer-To parameter field configuration format must align with this precise URI structure:

Refer-To: <sip:HumanAgent@{SBC_IP_ADDRESS}:5061>