Inconsistent results between engagement recordings endpoint and list recordings endpoint

API and Webhooks Contact Center
1

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 endpoint returns 0 recordings (empty recordings array). However, when I call GET /contact_center/recordings with date filters, I can see recordings that reference the same engagement_id.

Steps to reproduce:

  1. Call GET /contact_center/recordings?from=2025-10-01&to=2026-01-22&channel_type=voice
  • :white_check_mark: Returns recordings with engagement_id values
  1. Take one of those engagement_id values and call GET /contact_center/engagements/{engagementId}/recordings
  • :cross_mark: Returns {“recordings”: []}

Expected behavior:

The engagement-specific recordings endpoint should return the same recordings that appear in the list recordings endpoint for that engagement.

Questions:

  1. Is GET /contact_center/engagements/{engagementId}/recordings the correct endpoint to retrieve recordings for a specific engagement? I notice this endpoint is not documented at Contact Center APIs — only the /recordings/status endpoint appears there.

  2. If the engagement recordings endpoint is deprecated or has different behavior, what is the recommended approach to get recordings for a specific engagement?