The bulk export job for legal discovery is returning empty audio files for WhatsApp interactions routed through a specific Architect flow.
The flow uses a ‘Send Message’ action followed by a ‘Wait for Response’ action. If the user does not reply within 30 seconds, the flow executes a ‘Disconnect’ action.
Voice calls exported correctly with full metadata and audio blobs in the S3 BYOC bucket.
WhatsApp sessions that hit the timeout and disconnect show a status of ‘completed’ in the interaction log but lack the associated media payload in the export.
The recording API endpoint /v2/recordings returns the interaction ID, but the media array is empty for these specific digital channel records.
This breaks the chain of custody for the legal hold request, as the audio evidence is missing.
The environment is Genesys Cloud EU, version 2024-08-Q3.
Is there a known limitation with digital channel recording persistence when the flow disconnects before the platform finalizes the media upload?
Or does the ‘Disconnect’ action prematurely cancel the recording job for WhatsApp media?
We need to ensure all interaction artifacts are captured for compliance, even if the user drops off.