Retrieve All Engagement Data by Specific Consumer ID

API and Webhooks Contact Center
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1

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 WebChat widget where returning consumers should be able to view their previous chat history — similar to how agents can access interaction history in the Zoom Agent Desktop profile tab.

Our Requirement

We would like to reliably retrieve all historical engagement records associated with a specific consumer_id. We intend to use the following API to achieve this:

GET /v2/contact_center/engagements?consumer_id={consumer_id}

Issue Faced

Even when a valid consumer_id is passed, the API response:
:check_mark: Returns engagements
✘ But they belong to different consumers, not the one matching the requested consumer_id

We are attaching relevant screenshots and API response samples which demonstrate that engagement data is not filtered based on the provided consumer identifier.

1 Like
3

Hi Ehalf,

Greetings!

Thanks for the quick response and exactly the same scenario now where the api returns other consumer id data even when i pass a valid consumer id.

We’re customizing the Zoom Web Chat widget to show consumers their past engagement history — so accurate filtering is essential for our use case.

Could you please advise on the next steps?

  • Any temporary workaround or alternate API we could use?

  • Is this issue already being tracked, and do we have an ETA? (if yes pls share the timeline)

  • Do you need any additional details from our side?

Appreciate your support and guidance.
Thanks,

1 Like
4

Hi @Srinath
Thanks for reaching out to us!
Can you please share the request url and the response body you are getting. Could you please also include the tracking ID found in the response headers so we can take a closer look to this?

5

Hi Elisa,

Thank you for your response and support on this.

As requested, please find the API details below:

Request URL:
https://api.zoom.us/v2/contact_center/engagements?consumer_id=nvKwaNm6R8-gNZhBBoJsnw

Authorization:
Bearer Token (Account-level – Zoom Contact Center Tenant)

When making the above request — using a valid webchat consumer_id that has existing chat history — the API returns 200 OK but does not include any engagement records related to that consumer. Instead, the response is:

{
“next_page_token”: “”,
“page_size”: 10,
“from”: “2025-12-05T00:00:00Z”,
“to”: “2025-12-05T23:59:59Z”,
“timezone”: “UTC”
}

There are no engagement objects returned, even though the consumer has previous chat interactions. So, currently, this endpoint does not help retrieve all engagement history for a specific consumer_id.

Requirement / Clarification
We are looking for an API endpoint that can fetch all engagement metadata (including transcript / transcript download URL) mapped to a single consumer_id, to support a customization in the Web Chat widget:

When a returning customer opens the web chat, their previous chat history should be visible to the customer as well, since agents are already able to view the historical engagements in Zoom Contact Center Work App.

So we need a way to retrieve all historical engagement records using just the consumer_id.

6

Hey @Srinath
sorry for the late reply here. I did not get a notification
Can you please share the tracking ID of this request found in the response headers so our Engineering team can track this down

7

Tracking ID meaning the engagement id?

8

no, the tracking id found in the response headers of your api request

Should look something like this:
x-zm-trackingid : v=2.0;clid=aw1;rid=WEB_4ed96dc2dbcaeda715d1d8cfff7ed2eb