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Integrating Fin Voice with Zoom Contact Center using call forwarding

Learn how to connect Fin Voice to Zoom Contact Center to route calls to AI and hand over to human agents with full context.

Dawn avatar
Written by Dawn
Updated this week

This guide helps you connect Fin Voice, with Zoom Contact Center using PSTN call forwarding. This setup allows Zoom to route inbound calls to Fin Voice for instant AI resolution. If Fin cannot resolve a customer's complex issues it seamlessly forwards the call back to your human team with a full AI-generated summary and transcript, using the Fin Voice API.

Before you start

Ensure you meet the following requirements:

Requirement

Description

Intercom workspace

Fin Voice enabled and hosted in US, EU, or AU regions.

Intercom admin access

Permissions required to set up and manage Fin Voice.

Zoom admin access

Required to configure flows, variables, and phone numbers in Zoom Contact Center

Knowledge base

Fin needs access to rich, up-to-date support content to answer questions effectively.

Zoom numbers

Active inbound numbers in Zoom for primary routing and escalations.

1. Test Fin Voice

Before going live, use the Voice Testing tab to simulate calls in your browser.

  1. Navigate to Fin AI Agent > Deploy > Phone > Voice testing.

  2. Click Play and start speaking to hear Fin's responses.

  3. Use Settings (top right) to switch voices or preview greetings and escalation rules.

2. Create a Fin Voice line

To move from testing to a live line, you must purchase a dedicated number within Intercom.

  1. Navigate to Fin AI Agent > Deploy > Phone > Set Fin live.

  2. Click + New line.

  3. Select External Provider and click Next.

  4. Name your line, select From a phone number (PSTN), and click Next.

  5. Click Purchase to acquire a US local number.

3. Configure recordings and behavior

Enable Context Tools

To allow agents to see what happened during the AI portion of the call, enable global settings:

  1. Go to Settings > Channels > Phone.

  2. Switch on Enable recordings, Transcripts, and Call transcription summaries.

Customize Fin's Settings

In the Set Fin live tab, you can adjust how Fin behaves:

  • Office hours: Define when Fin should answer (defaults to 24/7).

  • Voice and language: Choose a voice that fits your brand.

  • Support content: Select which Help Center articles Fin should reference.

  • CSAT: Enable keypad ratings (1–5) for resolved calls.

4. Forward calls from Zoom to Fin Voice

You will now configure a flow in Zoom Contact Center to register the call with Intercom and forward it to the Fin Voice number you purchased.

Create the forwarding flow

  1. In Zoom, go to Contact Center Management > Flows > Add Flow.

  2. Name the flow Forward to Fin.

  3. Add a HTTPCall widget to the flow and name it Register. Configure it with the following details:

    • URL: https://api.intercom.io/fin_voice/register

    • Method: POST

    • Content Type: application/json

    • Authorization: Bearer <Your_Intercom_API_Access_Token>

    • Body:

      { 
      "call_id": "{{global_system.Engagement.engagementId}}", 
      "phone_number": "{{global_system.Engagement.ANI}}" 
      }

    • Custom Header: Add a header named Intercom-Version with the value Unstable.

  4. Add a Route to widget to forward the call.

    Configure it as follows:

    • Set Route to as OutgoingCall.

    • Set Outgoing call target as Phone

    • Country/Region: Select the country code of your Fin Voice number.

    • Phone number: Enter the Fin Voice phone number you purchased in Step 1.

    • Caller ID: Original Caller ID.

  5. Connect the widgets so the flow moves from Start → HTTPCall (Register) → Route to (Forward to Fin). Connect any fail states to a voicemail widget or alternative handling.

  6. Save and Publish the flow.

Assign the flow to a number

  1. Navigate to Number Management > Phone Numbers in Zoom Contact Center.

  2. Select an inbound number and assign the Forward to Fin flow to it.

5. Escalate calls from Fin Voice back to Zoom

If Fin cannot resolve a query, it must transfer the call back to your human agents in Zoom.

Create the escalation flow

First, create the destination flow in Zoom that will receive the returning call.

  1. In Zoom, go to Contact Center Management > Flows > Add Flow.

  2. Name the flow Call from Fin.

  3. For now, simply add a Route to widget that targets a queue of your choice (e.g., "Human Agents").

  4. Save and Publish the flow.

  5. Assign this flow to a dedicated escalation phone number in Zoom.

Configure Fin's escalation setting

  1. In Intercom, go to Fin AI Agent > Deploy > Phone > Set Fin Live.

  2. Scroll to If Fin can’t resolve the conversation.

  3. Select Forward the call and enter the Zoom escalation phone number you just assigned to the Call from Fin flow.

  4. Click Save.

6. Add context to handovers

To ensure agents know what happened during the AI conversation, you will use the Fin Voice API to retrieve the call summary and display it in Zoom.

Create a variable for the summary

  1. In Zoom, go to Contact Center Management > Preferences > Variables.

  2. Click Add Custom Group and name it Fin voice.

  3. Add a variable to this group with the following settings:

    • Variable Name: Call summary

    • Data Type: String

    • Default value: No summary received

  4. Under Conditions, enable:

    • Use in reporting

    • Display in Zoom Contact Center client

  5. Under Display Location, select Inbound Notification and Engagement Tab.

Update the escalation flow to collect context

  1. Open the Call from Fin flow you created in Step 5.

  2. Add a HTTPCall widget before the routing step and name it Collect.

  3. Configure the HTTPCall (Collect) widget:

    • URL: https://api.intercom.io/fin_voice/phone_number/{{global_system.Engagement.ANI}}

    • Method: GET

    • Authorization: Bearer <Your_Intercom_API_Access_Token>

    • Custom Header: Name: Intercom-Version, Value: Unstable.

  4. In the Result section, map the API output to your variable:

    • Path: call_summary

    • Variable: Fin voice.Call Summary

  5. To ensure the call reaches your support team, add a Route to block to the flow. Configure it to forward calls to the specific queue where your agents work:

    • Route to: Queue

    • Queue: Select your target queue (e.g., Human Agents)

  6. To prevent dropped calls if an error occurs, add a Route to block and configure it for Voicemail. Then, connect the Fail paths from both the Collect and Forward to Fin blocks to this new voicemail block

  7. Save and Publish the flow.

Testing the integration

  1. Call the Zoom number assigned to the Forward to Fin flow.

  2. Confirm Fin answers the call.

  3. Ask Fin a question it cannot answer to trigger an escalation.

  4. Confirm the call transfers back to your Zoom "Human Agents" queue.

  5. Verify that the Call summary appears in the Zoom inbound notification and engagement tab.

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