Webhooks
contact_center.engagement_user_answered
contact_center.engagement_consumer_answered
Description
I’m looking for clarification on the user_id field found across many webhook events. Documentation describes it as “The User’s ID”. I’ve assumed this would identify the user id of the user that actually triggered the corresponding event. Though that doesn’t appear to be the case.
I have an engagement that triggered both a contact_center.engagement_user_answered, and contact_center.engagement_consumer_answered event where the user_id is the same.
Questions
What does the user_id field represent? Is it always the Zoom Contact Center agent associated with the engagement? Can it ever represent anything else (say, with a conference or transfer)?