# Retrieve All Engagement Data by Specific Consumer ID **URL:** \ **Category:** Contact Center\ **Tags:** webhooks, api\ **Created:** [December 3, 2025, 9:11am UTC](https://devforum.zoom.us/t/retrieve-all-engagement-data-by-specific-consumer-id/139090 "2025-12-03T09:11:44Z")\ **Posts on this page:** 7\ **Page:** 1
**Author:** ![Srinath](https://sea2.discourse-cdn.com/flex016/user_avatar/devforum.zoom.us/srinath/32/68585_2.png) [@Srinath](https://devforum.zoom.us/u/Srinath)\ **Post date:** [December 3, 2025, 9:11am UTC](https://devforum.zoom.us/t/retrieve-all-engagement-data-by-specific-consumer-id/139090/1 "2025-12-03T09:11:45Z")
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: ```auto GET /v2/contact_center/engagements?consumer_id={consumer_id} ``` ### **Issue Faced** Even when a valid `consumer_id` is passed, the API response: ✔ 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. ---
**Author:** ![Srinath](https://sea2.discourse-cdn.com/flex016/user_avatar/devforum.zoom.us/srinath/32/68585_2.png) [@Srinath](https://devforum.zoom.us/u/Srinath)\ **Post date:** [December 3, 2025, 11:22am UTC](https://devforum.zoom.us/t/retrieve-all-engagement-data-by-specific-consumer-id/139090/3 "2025-12-03T11:22:59Z")
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, ---
**Author:** ![elisa.zoom](https://sea2.discourse-cdn.com/flex016/user_avatar/devforum.zoom.us/elisa.zoom/32/47836_2.png) [@elisa.zoom](https://devforum.zoom.us/u/elisa.zoom)\ **Post date:** [December 4, 2025, 4:26pm UTC](https://devforum.zoom.us/t/retrieve-all-engagement-data-by-specific-consumer-id/139090/4 "2025-12-04T16:26:20Z")
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? ---
**Author:** ![Srinath](https://sea2.discourse-cdn.com/flex016/user_avatar/devforum.zoom.us/srinath/32/68585_2.png) [@Srinath](https://devforum.zoom.us/u/Srinath)\ **Post date:** [December 5, 2025, 3:51am UTC](https://devforum.zoom.us/t/retrieve-all-engagement-data-by-specific-consumer-id/139090/5 "2025-12-05T03:51:56Z")
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**. ---
**Author:** ![elisa.zoom](https://sea2.discourse-cdn.com/flex016/user_avatar/devforum.zoom.us/elisa.zoom/32/47836_2.png) [@elisa.zoom](https://devforum.zoom.us/u/elisa.zoom)\ **Post date:** [December 9, 2025, 2:52pm UTC](https://devforum.zoom.us/t/retrieve-all-engagement-data-by-specific-consumer-id/139090/6 "2025-12-09T14:52:56Z")
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 ---
**Author:** ![Srinath](https://sea2.discourse-cdn.com/flex016/user_avatar/devforum.zoom.us/srinath/32/68585_2.png) [@Srinath](https://devforum.zoom.us/u/Srinath)\ **Post date:** [December 9, 2025, 3:04pm UTC](https://devforum.zoom.us/t/retrieve-all-engagement-data-by-specific-consumer-id/139090/7 "2025-12-09T15:04:19Z")
Tracking ID meaning the engagement id? ---
**Author:** ![elisa.zoom](https://sea2.discourse-cdn.com/flex016/user_avatar/devforum.zoom.us/elisa.zoom/32/47836_2.png) [@elisa.zoom](https://devforum.zoom.us/u/elisa.zoom)\ **Post date:** [December 9, 2025, 3:08pm UTC](https://devforum.zoom.us/t/retrieve-all-engagement-data-by-specific-consumer-id/139090/8 "2025-12-09T15:08:49Z")
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