Before you connect
1. Check prerequisites
- An active HockeyStick AI engagement with Activate enabled, and a designated integration contact who can sign in.
- A Zoom Workplace account and a paid Webinar licence assigned to the authorizing host.
- The authorizing host must be the engagement's designated integration contact.
- Where Zoom app controls are enabled, an administrator may need to pre-approve HockeyStick AI first.
- For Production, use a Zoom account not already connected to another HockeyStick engagement.
Authorization belongs to the selected licensed host. It does not provide general Zoom account administration access.
Add the app
2. Connect from your engagement
Sign in, open the correct engagement, then go to Activate → Strategy & setup → Integrations and select Connect with Zoom. In the horizontal Activate bar, select the gear icon under Measure & improve (accessible name Strategy & setup); scroll the bar if needed. It opens Partnership strategy first. Select Integrations inside it.
Use the integration
3. Create, enrol and reconcile
Create and verify a Webinar
When an authorized user confirms Create Zoom webinar, HockeyStick sends the approved timing and configuration once, records the returned Webinar identity, then performs an exact authenticated read-back. A Webinar is not treated as verified until the returned identity and expected configuration reconcile; an ambiguous result stays visible for review and HockeyStick does not blindly create another Webinar.
Create only. This release creates Webinars and never updates or deletes them. Edit webinar in HockeyStick edits the HockeyStick plan, not the Zoom Webinar; if the plan is edited after the Zoom Webinar exists, HockeyStick abandons its read-back proof rather than pushing a change to Zoom. Change the Webinar in the Zoom web portal if the Zoom record itself needs to change.
Enrol hosted-page registrants
Open HockeyStick registration page → Open page from the Webinar detail. A participant registers with first name, last name, email and consent. HockeyStick checks Zoom's registrant list, adds the person when needed and reconciles the enrolment. Keep the confirmation open and use Check registration status while pending to confirm You’re enrolled. The status button disappears once enrolled. The public form does not disclose private attendee links. Use the Zoom invitation sent to the registered email, or have the licensed host retrieve the attendee link privately in Zoom. HockeyStick does not store the private join link.
Refresh registrations from Zoom
In Registrations · from Zoom, select
Refresh from Zoom. It refreshes eligible Webinars
throughout the engagement, including attendance after scheduled
end. New requests share a 60-second cooldown. Wait for
Engagement refresh to leave
queued/running, then inspect
This Webinar and the succeeded, partial and failed totals.
partially_succeeded preserves useful results but does
not establish that every read passed. Before scheduled end,
attendance is skipped.
Registered is the approved total, split into HockeyStick and Direct on Zoom; pending and denied totals are separate. Entries from Zoom's own registration page appear as Registered on Zoom with source and approval, without direct names, emails or private join links. They are not enrolled by HockeyStick and do not establish partner attribution.
Before the first complete snapshot, HockeyStick enrolments · awaiting Zoom pull is a local fallback. Failed pulls retain the previous complete snapshot and Pulled time, marked stale. Unavailable or withheld data is not zero. Use Next page and First page when offered.
Reconcile post-event attendance
After the event, HockeyStick identifies the completed occurrence for the linked Webinar and reads that occurrence's participant timing, matches participants to enrolments using the Zoom registrant identifier, calculates watch time and flags ambiguous matches for review.
After both the actual session and scheduled end, use Refresh from Zoom. Scheduled reconciliation also runs on a delta pull every 15 minutes and a full pull daily at 01:00 UTC. Ending early does not bring the attendance read forward. Zoom may publish the report later; this cadence is not an availability guarantee. Automatic retries are bounded; after completion and cooldown, retry later if the report remains unavailable.
Read attendance evidence
Attendance · from Zoom shows the selected ended instance, participant report time, row diagnostics and two counts: Attended · all registrants and Attended · HockeyStick enrolments. The host is excluded. Direct attendance adds visibility, not commercial segments. The detail header Attended remains the latest fully successful enrolled count; estimated commercial value remains registration-based.
Verified evidence retains the first eligible enrolled evidence and segments. Latest observation shows the newest attempt; Last fully successful observation retains the last report with both counts known. Later disagreement does not replace frozen evidence, even when totals match. Privacy restrictions can remove or withhold evidence.
A partial report may know enrolled attendance while all registrants is Not available. If that first partial report establishes verified evidence, its unknown all-total stays unknown. A missing or ambiguous instance is unavailable, not zero. Successful retained reports become stale after 30 minutes or a newer incomplete attempt; frozen evidence does not age out. Follow the reviewer test plan for the controlled two-attendee scenario.
See the Zoom integration overview for the exact eight requested permissions and their purpose.
Remove the app
4. Disconnect, remove or reconnect
Disconnect from HockeyStick
Go to Activate → Strategy & setup → Integrations and select Revoke Zoom. HockeyStick removes local authorization material immediately and asks Zoom to revoke the access token when no other active engagement shares the account.
Remove HockeyStick AI from Zoom
Zoom has already removed the app before it sends the signed
app_deauthorized event, so HockeyStick does not call
Zoom's revocation endpoint again. It removes local grants, pending
state, direct Zoom identifiers and legacy recording links, and
marks every affected engagement as requiring authorization.
Zoom-derived person data is deleted or anonymized within
24 hours of that event. See the
privacy policy for the full lifecycle.
Reconnect
The designated integration contact selects Connect with Zoom again and completes a fresh engagement-bound authorization.
Troubleshooting
5. Resolve common problems
Approval required
Ask the Zoom account administrator to pre-approve HockeyStick AI, then start again from HockeyStick.
Permission mismatch
Reauthorize after the Zoom app declares the exact eight permissions. HockeyStick does not continue when required provisioning permissions are missing. Attendance remains unavailable until both ended-occurrence and participant-read permissions are granted.
Account already connected
Production does not connect one Zoom account to a second active engagement. Reauthorize on the existing engagement or use a different Zoom account.
Expired or removed
Return to
Activate → Strategy & setup → Integrations and select
Reauthorize. To re-test the stored authorization against
Zoom, select Verify authorization
on the same card; the card then shows a
verified timestamp. Do not reuse an old browser
authorization link.
Ambiguous provider result
Wait — reconciliation is automatic, and HockeyStick will not create a second Webinar to resolve doubt. Refresh Zoom status on the Webinar page re-reads HockeyStick's own record of the creation; it does not call Zoom. Retry Zoom webinar only appears once reconciliation has proven no Webinar was created, and Cancel queued creation stops a create that has not been sent. If the state does not settle, contact support with the engagement, Webinar and approximate time. Do not create the Webinar again blindly.