Unable to Transcribe Recordings for Non-Admin Users

Phone
1

Hello Zoom Developer Team,

We have integrated Zoom Phone into our ATS platform using a Zoom Business account.

Current behavior:

  • Admin users can make calls, view recordings, and download transcripts without any issues.

  • Non-admin users (our recruiters) can make calls and the calls are successfully recorded, but when trying to fetch the transcript, we encounter the following error:

  • Transcript fetch failed for 7168306859d248ecbb9f359a9698ea9a: { code: 12000, message: ‘Unable to transcribe this recording.’ }

  • We are using the webhook events correctly and storing the transcript_download_url once the phone.recording_transcript_completed event is received.

    Scopes assigned to our app for users:

  • user:read:user
    phone:read:ai_call_summary
    phone:read:call
    phone:read:call_log
    phone:read:call_recording
    phone:read:list_recordings
    phone:write:user_call_command
    phone:read:user
    phone:read:recording_transcript
    phone:read:list_call_logs

Questions:

  1. Do we need to assign any special permissions for non-admin users (recruiters) to view or download their own transcripts?

  2. Why does it work for admin users but not for non-admin users even though they are the owners of the call?

  3. Is there a recommended way to ensure that non-admin users can access their own transcripts reliably?

We would appreciate your guidance on resolving this issue.

Thank you!