Does anyone understand why the recording metadata node in Architect fails for SMS channels? The flow works for voice but drops digital interactions. Using Genesys Cloud 2024.3 in EU-West. We need the transcript hash for legal hold compliance.
Error: INVALID_METADATA_FORMAT
Code: 400
The JSON payload seems correct. Is there a specific schema requirement for digital channels?
You need to adjust the metadata payload structure for digital channels because Genesys Cloud handles SMS transcripts differently than voice recordings. Coming from Zendesk, it is easy to assume a single metadata format works for all tickets, but GC separates voice and digital interaction data. The INVALID_METADATA_FORMAT error usually stems from including voice-specific fields like recording_url in a digital flow.
In Zendesk, you might just attach a file to a ticket, but in GC, you must use the transcript object with a content_type of application/vnd.nice.interaction.transcript+json. Check the support article here: https://support.genesys.cloud/articles/digital-metadata-schema.
Make sure your JSON includes the transcript_hash specifically for compliance. Also, verify that the interaction type is set to digital in the flow context. This mapping difference is a common migration hurdle.
You need to align the metadata structure with the specific digital channel schema rather than applying voice recording patterns. The INVALID_METADATA_FORMAT error typically arises when voice-specific attributes, such as recording_url or media_type set to “audio”, are present in an SMS interaction payload. Digital channels require a distinct set of fields focused on transcript integrity rather than audio storage.
For legal hold compliance, the system expects the transcript_hash and conversation_id to be explicitly defined within the digital metadata object. Ensure the channel_type is set to “sms” and that any voice-related nodes are bypassed or conditionally disabled. This separation is critical in Genesys Cloud’s architecture, as digital interactions are processed as text streams rather than media files.
Reviewing the Architect flow, isolate the digital branch and remove any legacy voice metadata mappings. The EU-West region enforces strict schema validation for compliance data, so even minor field mismatches will trigger a 400 error. Adjusting the payload to reflect only digital attributes should resolve the failure.
This looks like a schema mismatch where voice-specific fields are contaminating the digital payload.
Cause: The INVALID_METADATA_FORMAT error occurs because the Architect node expects digital transcript attributes, not voice recording URLs.
Solution: Remove recording_url and set media_type to text. Use this structure for SMS:
{
"transcript_hash": "sha256_value",
"channel": "sms"
}