Looking for advice on why a specific Architect flow is stripping metadata before the recording lands in the S3 bucket. We are using Genesys Cloud version 2024.2 in the EU-West region. The flow captures digital channel interactions for legal discovery, but the exported JSON files lack the custom disposition codes set in the IVR. The bulk export job completes successfully with a 200 OK status, yet the chain of custody audit trail shows missing fields. This breaks our legal hold retention policy because the metadata is required for indexing.
The error is not immediate. It appears only during the post-processing phase when we validate the file integrity against the original interaction log. We have checked the S3 integration settings and the bucket permissions are correct. The issue seems to be how the Architect flow passes the customAttributes object to the recording service endpoint. Has anyone seen this behavior with digital channels? We need to ensure the metadata persists through the export pipeline for compliance purposes.
Have you tried verifying the exported_at field in the job definition rather than relying on the S3 object creation date? Coming from Zendesk, we often expected the export timestamp to mirror the file system, but Genesys Cloud handles metadata persistence differently during bulk exports.
The issue likely stems from how the Architect flow sets the disposition code versus how the Bulk Export API queries for it. If the disposition is set in a late-stage task (like “Set Interaction Disposition”), the Bulk Export job might trigger before that data is fully committed to the searchable index.
Ensure your Architect flow uses a “Wait” block or a “Queue” with a slight delay after setting the custom disposition before ending the interaction. This forces the platform to flush the metadata to the database.
Also, check your Bulk Export job configuration. The query filter must explicitly include the custom disposition field. If you are using the default export template, it might not be pulling custom interaction attributes. You need to customize the export schema in the job settings.
Here is a sample configuration for the export job filter to ensure custom fields are included:
{
"view_id": "default_view",
"filter": {
"type": "and",
"clauses": [
{
"field": "interaction.disposition",
"operator": "exists"
}
]
},
"columns": [
"interaction.id",
"interaction.disposition",
"interaction.custom_fields.disposition_code"
]
}
In Zendesk, custom fields were always part of the ticket object. In Genesys Cloud, interaction attributes need explicit mapping in the export definition. Try updating the column list in your export job to include interaction.custom_fields. This usually resolves the missing data issue in the S3 JSON payload.
You need to ensure the custom attributes are explicitly included in the export job’s filter configuration. The bulk export API does not automatically pull all custom fields by default.
resource “genesyscloud_export_job” “legal_hold” {
…
filters {
…
columns = [“disposition_code”, “custom_attr_1”]
}
}
Check the API docs for POST /api/v2/analytics/export/jobs. The columns array must list every field required for the audit trail.