Zoom Phone – Transcripts & Recordings Not Generated for Member Role (Only Working for Admin Users)

Phone
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Hi @gianni.zoom

We are experiencing a critical issue with our Zoom Phone integration within our ATS platform, and we need timely assistance to resolve it.

Issue Summary

We are using a User-Managed OAuth General App, and we have observed the following behavior:

  • For Admin users, Zoom Phone call recordings and AI transcripts are generated correctly.

  • For Member users, calls are placed successfully, but no call recordings or AI transcripts are generated.

Additional Details

  • We are using a Zoom Business account.

  • Each recruiter logs into Zoom via OAuth to generate their own access token.

  • The functionality works perfectly for Admin users — both recordings and transcripts are created.

  • Member users, however, do not receive any recordings or transcripts despite having the same OAuth scopes.

  • We attempted using a Custom Role, but this introduced an additional issue:

    • Users in the custom role are able to view other users’ call logs and recordings, which is not acceptable.

Current OAuth Scopes

Our General App includes the following scopes:

  1. user:read:user

  2. phone:read:ai_call_summary

  3. phone:read:sms_message

  4. phone:read:list_recordings

  5. phone:read:list_call_logs

  6. phone:read:user

  7. phone:read:recording_transcript

  8. phone:read:call_recording

  9. phone:read:call_log

  10. phone:read:call

  11. phone:write:user_call_command

All required scopes for generating and retrieving recordings, transcripts, and call logs are already enabled.

What We Need Help With

We need clarification and guidance on:

  1. How to properly configure Custom Roles so that Member users can access only their own call recordings, transcripts, and call logs.

  2. Why recordings and transcripts are generated exclusively for Admin users, and what adjustments are required for Member-level users to receive the same capabilities.

This issue is currently blocking our production release, so a real-time resolution would be greatly appreciated.

Thank you,

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Hi @Akash7
I’m sorry for not getting back to you sooner! Are you still experiencing this issue?
If so, please clarify if you are using an admin-level or user-level app so I can try and reproduce this on my end