Using Indggo Relay with Zoom

Indggo Relay is a web workspace that embeds Zoom Contact Center and Zoom Phone beside your CRM. Relay uses the Indggo Relay app for Zoom only to sign you in with your Zoom account. This guide explains how to add the app, use Relay with Zoom, and remove the app.

Before you start

Indggo sets up Relay for your organization as part of a professional services installation. The installation adds the Indggo Relay app for Zoom to your organization’s Zoom account and configures Zoom Contact Center for Relay.

You need:

A user on your organization’s Zoom account, with a Zoom Contact Center agent license, a Zoom Phone license, or both, depending on what you’ll use in Relay.
Your work email address. Relay uses its domain to find your organization.
Your organization’s CRM connected to Relay, if you’ll look up callers and log calls. Indggo connects it for your organization.

The Indggo Relay app for Zoom is free. Adding it doesn’t by itself give you access to Relay’s features.

Adding the app

You add the Indggo Relay app the first time you sign in to Relay with Zoom. If your organization’s Zoom admin already added it for you during installation, Zoom won’t ask you to allow it.

Go to relay.indggo.net/login.
Enter your work email address, then click Continue with Zoom.
If Zoom asks you to sign in, sign in with your Zoom account.
If Zoom shows the Indggo Relay permission screen, review the data the app will access, then click Allow.
Relay shows “Authenticating with Zoom...” and then opens your workspace.

Zoom account admins can add the app for all users, or for specific users and groups, from the same permission screen.

Our privacy policy explains what the app’s permission gives Relay access to. If sign-in doesn’t work, see Troubleshooting.

Using Relay with Zoom

Zoom Contact Center and Zoom Phone run in Zoom’s own embedded clients inside Relay. Relay shows your CRM beside them.

Sign in with Zoom

Sign in to Relay with your Zoom account instead of a separate password. This is the only feature that uses the Indggo Relay app.

Prerequisites: Relay set up for your organization, and a work email address on your organization’s domain.

Zoom Contact Center in Relay

Handle contact center engagements in the embedded Zoom Contact Center client, with the caller’s CRM record beside the engagement.

Prerequisites: a Zoom Contact Center agent license, and Zoom Contact Center configured for Relay during your organization’s installation. To sign in to and use the embedded client, see Zoom’s documentation for Contact Center agents.

Zoom Phone in Relay

Place and answer Zoom Phone calls in the embedded Zoom Phone client, with the caller’s CRM record beside the call.

Prerequisites: a Zoom Phone license.

Caller lookup

When a call comes in, or when you place one, Relay looks up the other party’s phone number in your CRM and shows the matching contact beside the call, with details such as phone and email, related records, and any active lead.

Prerequisites: your organization’s CRM connected to Relay.

Call logging

When a call ends, Relay asks which CRM record to log the call to. Choose the record and click Confirm, or click Discard to skip logging this call. Zoom Contact Center may also ask you to wrap up the engagement; wrap-up happens in the embedded Zoom client and follows your Zoom Contact Center settings.

Prerequisites: your organization’s CRM connected to Relay.

Removing the app

Go to marketplace.zoom.us/user/apps-dashboard, and sign in with your Zoom account if Zoom asks you to.
Scroll down to the list of apps on your account, find Indggo Relay, and click it.
Select the Manage app tab.
Click Remove.

What removing the app does

Removing the app ends Relay’s authorization to your Zoom account. Relay doesn’t hold Zoom access or refresh tokens, so there is nothing further to revoke. To sign in to Relay with Zoom again, add the app again as described in Adding the app.

Removing the app doesn’t delete your Relay account or information Relay already holds. Your Zoom user ID, email address, and name stay with your Relay account, and the sign-in records in Relay’s application logs are kept for 7 days.

To have that information deleted, email support@indggo.com with the subject line “Privacy request.” Each email opens a support ticket, and our reply includes your ticket number. We respond within 30 days, as our privacy policy describes.

Removing the app doesn’t change your CRM. Call logs Relay already wrote to your CRM stay there, where your organization manages them.

Troubleshooting

If something goes wrong after you sign in to Zoom, Relay shows a message, then “Redirecting back to login...”, and returns you to the sign-in page after three seconds.

Message or symptom	What it means	What to do
“Enter your work email first — we use it to find your organization’s Zoom app.”	You clicked Continue with Zoom before entering your email address.	Enter your work email address, then click Continue with Zoom.
“Could not reach the sign-in service. Please try again.”	Relay couldn’t reach its sign-in service.	Wait a moment and try again. If it keeps happening, contact support.
“Could not start Zoom authentication.” The message may include more detail.	The sign-in service couldn’t start your sign-in.	Try again. If it keeps happening, contact support.
“No tenant was supplied for sign-in. Please try the main sign-in page.”	The sign-in link you used didn’t name your organization.	Go to relay.indggo.net/login and sign in there.
“Zoom returned an error: …”	Zoom stopped the sign-in, for example because you clicked Decline.	Start again at relay.indggo.net/login.
“No authorization code found in the URL.”	The page was opened without a sign-in in progress.	Start again at relay.indggo.net/login.
“Zoom authentication could not be verified. Please try again.”	The sign-in didn’t start from Relay’s sign-in page, for example because it started from the Zoom App Marketplace.	Start again at relay.indggo.net/login.
“Failed to authenticate with Zoom. Please try again.” The message may be more specific.	Relay’s sign-in service didn’t accept the sign-in, for example because more than 10 minutes passed after you started.	Start again at relay.indggo.net/login.
You’re signed in, but Contact Center doesn’t finish loading.	Your account isn’t connected to an organization, usually because your email domain isn’t one Relay recognizes.	Contact support with the email address you signed in with.

If a problem continues, contact support with the email address you signed in with and the message you saw.

Get help

If something isn’t working, contact support. Email support@indggo.com; each email opens a support ticket.