How to get email engagement details by API and WebHook

API and Webhooks Contact Center
1

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?

2

Hi @Alexander.LWZ
Thanks for reaching out to us. Can you point me to the endpoint you are using please?

3

Hi Elisa, now we are using “https:// api. zoom. us /v2/contact_center/engagements/eDDQkj3RSeanzVPVBrtfyw” to get engagement details.
(An error occurred: Sorry, you can’t include links in your posts.)

4

Hey @Alexander.LWZ
Thanks for clarifying that.
It looks like you can not get that information via API using the contact_center/engagements endpoint.
Let me ask internally if there is a way to do this programmatically

5

In the meantime, have you review this webhook?

6

Hi @elisa.zoom, thank you, The Webhooks event you mentioned is “/POSTcontact_center.inbox_message_opened”, but the problem we meet is can’t get email address/subject/comsumer/ and email body.
We are using this event “https:// developers. zoom .us/docs/api/contact-center/events/#tag/contact_center/POSTcontact_center.engagement_ended” to get engagement id, but still need previous API to get engagement data. So still can’t get the details for email.

7

Hi @Alexander.LWZ
As I keep looking into this for you, I found the List an account’s inbox messages, can you please take a look and let me know if this helps!

8

Hi @elisa.zoom , Thank you for youre reply.
I checked those API but seems list inbox is used for voicemail channel, but what I need is for email channel.
And any WebHook event which can get status update for email channel? So I can manually get email engagement when it is closed.
And any way to get email summary?

9

Also, the get engagement by ID API only got a display name for email engagement:
“consumers”: [
{
“consumer_display_name”: “lil Pablo”
}
],

But it also has consumer_number for voice channel. Can I get consumer’s email address in this api?

10

Sorry for the late reply here!
I am looking into this now @Alexander.LWZ

11

Hi

Has there been any update on this after roughly a year?

I am currently working with Zoom Contact Center email engagements and I can retrieve the engagement metadata successfully through:

GET /v2/contact_center/engagements/{engagementId}

The engagement clearly shows:

"channel": "email",
"channel_source": "email_address"

I can see the full email conversation in the Zoom Contact Center UI, including the email content/replies, but I cannot find a public API endpoint that returns the actual email thread/body for that engagement.

I tested the following:

GET /v2/contact_center/messaging/messages?engagement_id={engagementId}

This works for messaging channels like WhatsApp/chat, but it does not return the email messages for an email engagement.

I also tested:

GET /v2/contact_center/work_item/messages?engagement_id={engagementId}

For my email engagement this returns 500 Internal Server Error.

So my question is:

Is there currently a supported public API endpoint to retrieve the email body, subject, from/to addresses, and agent replies for a Zoom Contact Center email engagement?

If yes, could you share which endpoint should be used and whether it requires a different identifier than engagement_id?

Thanks.