# Contact Center **URL:** https://devforum.zoom.us/c/api-and-webhooks/contact-center/87.md [Latest](https://devforum.zoom.us/latest.md) · [Categories](https://devforum.zoom.us/categories.md) · [Tags](https://devforum.zoom.us/tags.md) --- ## [About the Contact Center category](https://devforum.zoom.us/t/about-the-contact-center-category/115306)
**Author:** [@elisa.zoom](https://devforum.zoom.us/u/elisa.zoom)\ **Replies:** 0
--- ## [Status update notification when updating via API](https://devforum.zoom.us/t/status-update-notification-when-updating-via-api/146734)
**Author:** [@JordanL](https://devforum.zoom.us/u/JordanL)\ **Replies:** 1\ **Last updated:** [September 28, 2026, 5:33pm UTC](https://devforum.zoom.us/t/status-update-notification-when-updating-via-api/146734 "2026-09-28T17:33:15Z")
My CC agents are reporting that a status change notification has begun popping up last week (Friday 9/18). We’re setting our agent’s status via API (patch /contact\_center/users/{userId}/status) when they take a task in o… --- ## [Contact Center APIs do not provide modified\_date / insert\_date for incremental synchronization](https://devforum.zoom.us/t/contact-center-apis-do-not-provide-modified-date-insert-date-for-incremental-synchronization/144410)
**Author:** [@Paulo1](https://devforum.zoom.us/u/Paulo1)\ **Replies:** 7\ **Last updated:** [September 8, 2026, 1:11pm UTC](https://devforum.zoom.us/t/contact-center-apis-do-not-provide-modified-date-insert-date-for-incremental-synchronization/144410 "2026-09-08T13:11:39Z")
Issue: Contact Center APIs do not provide modified\_date / insert\_date for incremental synchronization Hello Zoom Developer Community, I am facing a data consistency issue when consuming Zoom Contact Center APIs and wou… --- ## [ZCC PATCH engagement API always returns 7001 Invalid engagement\_status — transfer/update impossible despite correct scopes and privileges](https://devforum.zoom.us/t/zcc-patch-engagement-api-always-returns-7001-invalid-engagement-status-transfer-update-impossible-despite-correct-scopes-and-privileges/146006)
**Author:** [@AdamRH](https://devforum.zoom.us/u/AdamRH)\ **Replies:** 0\ **Last updated:** [August 29, 2026, 6:02pm UTC](https://devforum.zoom.us/t/zcc-patch-engagement-api-always-returns-7001-invalid-engagement-status-transfer-update-impossible-despite-correct-scopes-and-privileges/146006 "2026-08-29T18:02:23Z")
We are attempting to use the documented Zoom Contact Center engagement update/transfer functionality: PATCH /v2/contact\_center/engagements/{engagementId} Specifically: { "engagement\_action": "transfer to queue", "… --- ## [Email Agent Assets via API](https://devforum.zoom.us/t/email-agent-assets-via-api/138717)
**Author:** [@NateCCIE](https://devforum.zoom.us/u/NateCCIE)\ **Replies:** 5\ **Last updated:** [August 18, 2026, 10:13pm UTC](https://devforum.zoom.us/t/email-agent-assets-via-api/138717 "2026-08-18T22:13:14Z")
I have 550 Saved Reply (Messaging) Agent Assets and 450 Saved Reply (Email) Agent Assets. When calling the APIs to list the assets, (GET /contact\_center/asset\_library/assets) I am not getting any of the email. All of … --- ## [Creating persistant Variables in Zoom or counting How many times a widget was hit by using set Variable](https://devforum.zoom.us/t/creating-persistant-variables-in-zoom-or-counting-how-many-times-a-widget-was-hit-by-using-set-variable/141602)
**Author:** [@JamieMcCallister](https://devforum.zoom.us/u/JamieMcCallister)\ **Replies:** 3\ **Last updated:** [August 10, 2026, 2:29pm UTC](https://devforum.zoom.us/t/creating-persistant-variables-in-zoom-or-counting-how-many-times-a-widget-was-hit-by-using-set-variable/141602 "2026-08-10T14:29:02Z")
I am trying to count how many times a widget has been hit. My use case is, I want to be able to count or report on how many times a certain widget has been played. Like a sendmedia widget. I would like to know how many t… --- ## [How to get email engagement details by API and WebHook](https://devforum.zoom.us/t/how-to-get-email-engagement-details-by-api-and-webhook/133278)
**Author:** [@Alexander.LWZ](https://devforum.zoom.us/u/Alexander.LWZ)\ **Replies:** 10\ **Last updated:** [June 15, 2026, 7:11am UTC](https://devforum.zoom.us/t/how-to-get-email-engagement-details-by-api-and-webhook/133278 "2026-06-15T07:11:49Z")
For the engagement in the Email queue, how can we retrieve the email body, email address, email subject, consumer email and variable info using the Zoom API get engagement by engagement id? --- ## [When I am creating App, I am not seeing scope user:read:presence\_status:admin in the list](https://devforum.zoom.us/t/when-i-am-creating-app-i-am-not-seeing-scope-userpresence-status-admin-in-the-list/143868)
**Author:** [@Anirudh1](https://devforum.zoom.us/u/Anirudh1)\ **Replies:** 0\ **Last updated:** [May 26, 2026, 4:17pm UTC](https://devforum.zoom.us/t/when-i-am-creating-app-i-am-not-seeing-scope-userpresence-status-admin-in-the-list/143868 "2026-05-26T16:17:56Z")
API Endpoint(s) and/or Zoom API Event(s) user:read:presence\_status:admin - To get live queue data to the AI dashboard living outside of Zoom. Description When I am creating App, I am not seeing scope user:read:presenc… --- ## [Creating assets via API](https://devforum.zoom.us/t/creating-assets-via-api/143791)
**Author:** [@emily.garner](https://devforum.zoom.us/u/emily.garner)\ **Replies:** 0\ **Last updated:** [May 21, 2026, 6:43pm UTC](https://devforum.zoom.us/t/creating-assets-via-api/143791 "2026-05-21T18:43:25Z")
Hello, we are bulk adding many saved replies to our agent assets via API. Right now, there is no option to assign a shortcut / to these assets according to the documentation: Contact Center APIs - API - Zoom Developer Do… --- ## [Using messaging endpoint, engagement loses original outgoing message within 15 minutes](https://devforum.zoom.us/t/using-messaging-endpoint-engagement-loses-original-outgoing-message-within-15-minutes/143362)
**Author:** [@cwcage](https://devforum.zoom.us/u/cwcage)\ **Replies:** 0\ **Last updated:** [May 5, 2026, 4:48am UTC](https://devforum.zoom.us/t/using-messaging-endpoint-engagement-loses-original-outgoing-message-within-15-minutes/143362 "2026-05-05T04:48:31Z")
I have a problem where messaging engagements we create via API seem to close in less than 15 minutes. I need them to stay open so that if a consumer responds, my agents can see the original message the consumer responde… --- ## [Zoom Contact Center QoS Monitoring app](https://devforum.zoom.us/t/zoom-contact-center-qos-monitoring-app/143009)
**Author:** [@jhalstead](https://devforum.zoom.us/u/jhalstead)\ **Replies:** 2\ **Last updated:** [April 24, 2026, 8:18pm UTC](https://devforum.zoom.us/t/zoom-contact-center-qos-monitoring-app/143009 "2026-04-24T20:18:01Z")
building a MSO offering for proactive monitoring on voice quality. I see and use the phone qos, Zoom Dashboard has them. how / when will APIs and Webhook be available for ZCC Voice / Video QOS data? --- ## [User ID from Agent Performance Dataset](https://devforum.zoom.us/t/user-id-from-agent-performance-dataset/137828)
**Author:** [@JorgeTandS](https://devforum.zoom.us/u/JorgeTandS)\ **Replies:** 3\ **Last updated:** [February 18, 2026, 7:51am UTC](https://devforum.zoom.us/t/user-id-from-agent-performance-dataset/137828 "2026-02-18T07:51:57Z")
Hi everyone, I’m using the “List historical agent performance dataset data“ for creating a custom report with Zoom Contact Center but, when I look at the user\_id from the response body, they are all different from the I… --- ## [We are receiving an error when attempting to access this API: Endpoint: https://api.zoom.us/v2/contact\_center/analytics/historical/details/metrics?channel\_types=voice&page\_size=100&from=2026-02-03T08:38:24Z&to=2026-02-03T12:38:24Z We receive the follow](https://devforum.zoom.us/t/we-are-receiving-an-error-when-attempting-to-access-this-api-endpoint-https-api-zoom-us-v2-contact-center-analytics-historical-details-metrics-channel-types-voice-page-size-100-from-2026-02-03t0824z-to-2026-02-03t1224z-we-receive-the-follow/141647)
**Author:** [@CarlaGinart](https://devforum.zoom.us/u/CarlaGinart)\ **Replies:** 1\ **Last updated:** [February 5, 2026, 3:02pm UTC](https://devforum.zoom.us/t/we-are-receiving-an-error-when-attempting-to-access-this-api-endpoint-https-api-zoom-us-v2-contact-center-analytics-historical-details-metrics-channel-types-voice-page-size-100-from-2026-02-03t0824z-to-2026-02-03t1224z-we-receive-the-follow/141647 "2026-02-05T15:02:09Z")
I am working with SuccessKPI on custom reporting and all of a sudden, they are getting the following error. we are receiving an error when attempting to access this API: We receive the following error code when trying … --- ## [ZCC AI Companion Summary update to CRM](https://devforum.zoom.us/t/zcc-ai-companion-summary-update-to-crm/141548)
**Author:** [@Clay1](https://devforum.zoom.us/u/Clay1)\ **Replies:** 0\ **Last updated:** [January 28, 2026, 3:44pm UTC](https://devforum.zoom.us/t/zcc-ai-companion-summary-update-to-crm/141548 "2026-01-28T15:44:26Z")
I have an Internal workflow that requires Looking up a record by ANI ( accomplished by Link to Launch on the Queue). But I need to get AI Summary automatically uploaded to that record. The CRM is Enrollment123, not one o… --- ## [Inconsistent results between engagement recordings endpoint and list recordings endpoint](https://devforum.zoom.us/t/inconsistent-results-between-engagement-recordings-endpoint-and-list-recordings-endpoint/141453)
**Author:** [@JimmyButler](https://devforum.zoom.us/u/JimmyButler)\ **Replies:** 0\ **Last updated:** [January 22, 2026, 8:54pm UTC](https://devforum.zoom.us/t/inconsistent-results-between-engagement-recordings-endpoint-and-list-recordings-endpoint/141453 "2026-01-22T20:54:54Z")
Hi Zoom Support, I’m experiencing an inconsistency when retrieving Contact Center recordings via your API. Issue: When I call GET /contact\_center/engagements/{engagementId}/recordings for a specific engagement, the en… --- ## [Variable value ignored in "Send Media" node after successful HTTP Request](https://devforum.zoom.us/t/variable-value-ignored-in-send-media-node-after-successful-http-request/141414)
**Author:** [@Alest](https://devforum.zoom.us/u/Alest)\ **Replies:** 0\ **Last updated:** [January 21, 2026, 3:10pm UTC](https://devforum.zoom.us/t/variable-value-ignored-in-send-media-node-after-successful-http-request/141414 "2026-01-21T15:10:21Z")
I am using an HTTP Request node to call an API and mapping the response to store values in a variable. However, when I reference that variable in a subsequent Send Media node (to have the voice narrate the assigned value… --- ## [API List Variable Logs can only return max 10k rows](https://devforum.zoom.us/t/api-list-variable-logs-can-only-return-max-10k-rows/140355)
**Author:** [@Zoom\_Data](https://devforum.zoom.us/u/Zoom_Data)\ **Replies:** 2\ **Last updated:** [January 12, 2026, 2:05am UTC](https://devforum.zoom.us/t/api-list-variable-logs-can-only-return-max-10k-rows/140355 "2026-01-12T02:05:17Z")
the API List Variable Logs(Contact Center APIs) can only return max 10k rows each API call, as a work around, I can reduce the timeframe but can’t ensure it will have less than 10k rows in any given timeframe in peak . S… --- ## [ZCC historical queue report pulling null data](https://devforum.zoom.us/t/zcc-historical-queue-report-pulling-null-data/139552)
**Author:** [@casandra](https://devforum.zoom.us/u/casandra)\ **Replies:** 1\ **Last updated:** [December 22, 2025, 5:58pm UTC](https://devforum.zoom.us/t/zcc-historical-queue-report-pulling-null-data/139552 "2025-12-22T17:58:10Z")
API Endpoint: List historical queue reports (GET) GET/contact\_center/analytics/historical/queues/metrics Description: We are attempting to export queue historical data (over 2 years old) via API. When run, we do rece… --- ## [Retrieve All Engagement Data by Specific Consumer ID](https://devforum.zoom.us/t/retrieve-all-engagement-data-by-specific-consumer-id/139090)
**Author:** [@Srinath](https://devforum.zoom.us/u/Srinath)\ **Replies:** 6\ **Last updated:** [December 9, 2025, 3:08pm UTC](https://devforum.zoom.us/t/retrieve-all-engagement-data-by-specific-consumer-id/139090 "2025-12-09T15:08:49Z")
Hi Zoom Developer Team, Good day to you! We are currently working on a Zoom Contact Center integration enhancement for a UAE-based e-commerce customer. As part of this implementation, we are building a customized WebCh… --- ## [Engagement Survey discrepancies](https://devforum.zoom.us/t/engagement-survey-discrepancies/138929)
**Author:** [@ereyes](https://devforum.zoom.us/u/ereyes)\ **Replies:** 0\ **Last updated:** [November 24, 2025, 5:51pm UTC](https://devforum.zoom.us/t/engagement-survey-discrepancies/138929 "2025-11-24T17:51:45Z")
Hi. I’m unable to reconcile consumer engagement surveys via API with data from the UI in “CX Analytics”. We’re using the List engagements API to reference the “survey\_id” response object. If the object exists we report … --- ## [Outbound campaigns API](https://devforum.zoom.us/t/outbound-campaigns-api/136993)
**Author:** [@omar.delgado](https://devforum.zoom.us/u/omar.delgado)\ **Replies:** 2\ **Last updated:** [October 17, 2025, 8:50pm UTC](https://devforum.zoom.us/t/outbound-campaigns-api/136993 "2025-10-17T20:50:29Z")
Hello! I’ve been using the example request that is in the Campaigns API docs Contact Center APIs I was able to create the contacts list, push contacts to the list, and create the outbound campaign. For some reaon, the… --- ## [Which webhook event is the end of life of an engagement ,from which I can call API to get all details info](https://devforum.zoom.us/t/which-webhook-event-is-the-end-of-life-of-an-engagement-from-which-i-can-call-api-to-get-all-details-info/138108)
**Author:** [@Zoom\_Data](https://devforum.zoom.us/u/Zoom_Data)\ **Replies:** 0\ **Last updated:** [October 17, 2025, 1:56pm UTC](https://devforum.zoom.us/t/which-webhook-event-is-the-end-of-life-of-an-engagement-from-which-i-can-call-api-to-get-all-details-info/138108 "2025-10-17T13:56:40Z")
i’m building a pipeline to pull engagement details info for analytics, including engagements with events info to avoid repeatedly calling API to pull zoom contact center engagements, I’m using webhook to subscribe eve… --- ## [Capturing a reference to a Phone Engagement](https://devforum.zoom.us/t/capturing-a-reference-to-a-phone-engagement/138098)
**Author:** [@Josh14](https://devforum.zoom.us/u/Josh14)\ **Replies:** 0\ **Last updated:** [October 16, 2025, 10:06pm UTC](https://devforum.zoom.us/t/capturing-a-reference-to-a-phone-engagement/138098 "2025-10-16T22:06:09Z")
We have a use case where we want to be able to automatically have Zoom dial out to a customer so that they can be connected to our support staff, either asap or at date of their choosing. I can see how to accomplish that… --- ## [GET /v2/contact\_center\_inboxes/{inboxId}/messages type mismatch](https://devforum.zoom.us/t/get-v2-contact-center-inboxes-inboxid-messages-type-mismatch/138084)
**Author:** [@rberkooz](https://devforum.zoom.us/u/rberkooz)\ **Replies:** 0\ **Last updated:** [October 15, 2025, 9:21pm UTC](https://devforum.zoom.us/t/get-v2-contact-center-inboxes-inboxid-messages-type-mismatch/138084 "2025-10-15T21:21:31Z")
I am working on an application that calls the Zoom contact center API to fetch inboxes, and then fetches messages for a given inbox. The /contact\_center/inboxes/{inboxId} endpoint only returns “inbox\_type”:”voicemail” (… --- ## [\`contact\_center\_number\` not enable sms feature](https://devforum.zoom.us/t/contact-center-number-not-enable-sms-feature/137658)
**Author:** [@desautelsj](https://devforum.zoom.us/u/desautelsj)\ **Replies:** 7\ **Last updated:** [October 9, 2025, 11:43pm UTC](https://devforum.zoom.us/t/contact-center-number-not-enable-sms-feature/137658 "2025-10-09T23:43:54Z")
I am unable to send myself a test SMS message via the API. Here’s an example of a request/response: REQUEST: POST https://api.zoom.us/v2/contact\_center/sms { "contact\_center\_number":"1438xxxxxxx", \<-- this is my main… --- ## [Contact Center Call Transcripts](https://devforum.zoom.us/t/contact-center-call-transcripts/137746)
**Author:** [@Tom6](https://devforum.zoom.us/u/Tom6)\ **Replies:** 3\ **Last updated:** [October 7, 2025, 8:22pm UTC](https://devforum.zoom.us/t/contact-center-call-transcripts/137746 "2025-10-07T20:22:17Z")
I am looking to access our Contact Center call transcripts via the API. I need the transcript in json or txt format in order to properly process the data. I don’t see any reference to the call transcripts on the contact … --- ## [Send SMS messages through Zoom Contact Center using the Zoom API via a Server-to-Server OAuth application](https://devforum.zoom.us/t/send-sms-messages-through-zoom-contact-center-using-the-zoom-api-via-a-server-to-server-oauth-application/137493)
**Author:** [@Jeet](https://devforum.zoom.us/u/Jeet)\ **Replies:** 4\ **Last updated:** [October 6, 2025, 7:50pm UTC](https://devforum.zoom.us/t/send-sms-messages-through-zoom-contact-center-using-the-zoom-api-via-a-server-to-server-oauth-application/137493 "2025-10-06T19:50:09Z")
I am trying to send SMS messages through Zoom Contact Center using the Zoom API via a Server-to-Server OAuth application but its not working. I am able to fetch access token Trying to send SMS using access token { “c… --- ## [Even after executing the Zoom API's “Add flow entry points,” the EntryPoint is not set in the Flow](https://devforum.zoom.us/t/even-after-executing-the-zoom-apis-add-flow-entry-points-the-entrypoint-is-not-set-in-the-flow/137711)
**Author:** [@konishi](https://devforum.zoom.us/u/konishi)\ **Replies:** 0\ **Last updated:** [September 29, 2025, 3:20am UTC](https://devforum.zoom.us/t/even-after-executing-the-zoom-apis-add-flow-entry-points-the-entrypoint-is-not-set-in-the-flow/137711 "2025-09-29T03:20:08Z")
I am attempting to automate Zoom Contact Center flow creation using the following steps. “Flow Creation Steps” Step 1. Execute the Zoom API’s “Export a flow” to retrieve existing flow information. Step 2. Edit the f… --- ## [Contact Center - no API for downloading MMS files via the API](https://devforum.zoom.us/t/contact-center-no-api-for-downloading-mms-files-via-the-api/137117)
**Author:** [@SteveDonnelly](https://devforum.zoom.us/u/SteveDonnelly)\ **Replies:** 5\ **Last updated:** [September 15, 2025, 6:14pm UTC](https://devforum.zoom.us/t/contact-center-no-api-for-downloading-mms-files-via-the-api/137117 "2025-09-15T18:14:20Z")
My application is receiving the following webhook events: contact\_center.engagement\_customer\_sent\_file contact\_center.engagement\_user\_sent\_file The example webhook payload in the docs looks something like: { "event… --- ## [Adding contact center address book entry via API prepends "+1" to the phone number](https://devforum.zoom.us/t/adding-contact-center-address-book-entry-via-api-prepends-1-to-the-phone-number/134402)
**Author:** [@Josh11](https://devforum.zoom.us/u/Josh11)\ **Replies:** 1\ **Last updated:** [June 27, 2025, 6:32pm UTC](https://devforum.zoom.us/t/adding-contact-center-address-book-entry-via-api-prepends-1-to-the-phone-number/134402 "2025-06-27T18:32:43Z")
Previously, when I added numbers to an address book via the API, it did not prepend “+1” to the number. I can still manually add entries via the web portal, and it does not prepend “+1”, but I would like to use the API! … [Next page](https://devforum.zoom.us/c/api-and-webhooks/contact-center/87.md?page=1)