Stuck on a configuration issue within the Genesys Cloud Architect environment. We are attempting to automate the initiation of export jobs for legal discovery requests directly from a workflow, specifically targeting digital channels like WhatsApp and Web Chat. The goal is to ensure chain of custody documentation is generated immediately upon case closure.
The flow uses the ‘Call API’ element to POST to /api/v2/flows/datatables/{datatableId}/export/jobs. For voice channels (PSTN), the job creates successfully and returns a valid job ID. However, when the flow processes a digital channel interaction ID, the API call fails with a 500 Internal Server Error. The response body contains a generic error message without specific debugging details.
We have verified that the user token used in the flow has the correct permissions for FlowsDatatablesExportJobs:Create. The digital channel data exists and is accessible via the standard UI export function. The error only occurs when triggered programmatically through the Architect flow for these specific non-voice interaction types. We are using the latest stable version of the platform in the eu-west-1 region.