Ran into a weird issue today with the integration between our Architect flow and the Recording Export API. We are trying to automate the chain of custody for legal discovery requests involving digital channels. The setup involves an Architect flow that detects specific keywords in WhatsApp messages and triggers a webhook to start a bulk export job for those specific recordings.
The issue is that the webhook is called, and the POST /api/v2/recordings/export/jobs endpoint returns a 201 Created status. However, the resulting S3 bucket remains empty for jobs triggered via this flow. Manual exports for the same time range work perfectly fine.
Here are the details:
- Environment: Genesys Cloud EU (London)
- API Version: v2
- Channel: WhatsApp (Digital)
- Architect Flow: Uses a “Transfer to Queue” action followed by a webhook call to our export service.
The request body sent to the export API includes:
{
"exportType": "recording",
"filter": {
"query": "direction:INBOUND channel:WHATSAPP"
},
"s3BucketName": "legal-hold-bucket-eu",
"region": "eu-west-2"
}
The response from Genesys includes a valid jobId. When checking the job status via GET /api/v2/recordings/export/jobs/{jobId}, it eventually moves to COMPLETED but downloadUrl is null or points to an empty manifest.
Is there a known limitation where recording exports cannot be triggered asynchronously from within an active Architect flow session? Or is the channel:WHATSAPP filter not resolving correctly when initiated from a webhook context? We need to ensure the metadata chain of custody is preserved, so manual intervention is not an option for this legal hold process. Any insights on why the flow-triggered exports fail to populate the S3 bucket while manual ones succeed?