Does anyone know why our Architect flow is dropping custom metadata when exporting digital channel recordings to S3?
We are running Genesys Cloud CX 2024.2 in the EU-West region. The setup involves a standard IVR flow that captures interaction IDs and writes them to the customAttributes object. This works perfectly for voice calls. However, for digital channel interactions (specifically web chat), the metadata is not appearing in the exported JSON files in our S3 bucket.
The Architect flow uses the ‘Set Interaction Attribute’ block before the recording start trigger. We verified the attribute key matches the export schema requirements. The bulk export job completes successfully, but the chain of custody report shows missing fields for these specific interactions.
We suspect the metadata synchronization for digital channels lags behind the audio file upload, causing the export job to lock the file before attributes are finalized. Is there a delay we need to account for in the Architect logic, or is this a platform limitation for non-voice media? We need this data for legal discovery requests, so accuracy is critical.
digital channels do not inherit customAttributes from the interaction object in the same way voice does. use the genesyscloud_routing_settings resource to map specific interaction attributes to the recording metadata fields.
- verify attribute mapping in routing settings
- check s3 export configuration for digital channels
- review provider documentation for digital recording limits
This looks like a serialization mismatch in the metadata payload. Digital channels handle attribute mapping differently than voice trunks. Try this:
- Verify the
customAttributes key exists in the interaction data before export.
- Ensure the S3 export job is configured to include interaction-level metadata for digital channels.
- Check if the attribute names match the exact casing required by the carrier.
This is typically caused by the digital channel export configuration not being explicitly mapped to include custom attributes.
- Navigate to Admin > Integrations > S3 Export.
- Edit the digital channel export profile.
- Ensure “Include Interaction Metadata” is checked and the specific attribute keys are defined.
Have you tried isolating the metadata attachment latency from the export throughput metrics?
Cause: The digital channel export engine treats metadata payloads differently than voice trunks. When concurrent call volumes spike, the platform simplifies its decision tree to maintain WebSocket stability. This often results in custom attributes being dropped if the interaction object isn’t fully serialized before the export trigger fires. The 429s hit because the platform sees a wall of requests trying to attach metadata simultaneously.
Solution: Implement a token refresh logic in your export configuration. Instead of relying on a single long-lived token, use a rotating token strategy for the S3 export job. This ensures that the metadata attachment request doesn’t time out while waiting for the interaction object to finalize.
Here is a sample JMeter config for testing the export endpoint:
<configElement name="ExportMetadata" value="Async"/>
<configElement name="TokenRefresh" value="300"/>
Switch from synchronous metadata attachment to async in your JMeter script. This reduces the load on the export engine and prevents metadata drops. Also, check if your WebSocket connections are hitting the platform limit during the ramp. If they are, reduce the concurrent export volume in your script to see if the metadata starts appearing.
A common fix is to add a small delay between metadata attachment requests. This allows the platform to process each interaction’s metadata without overwhelming the export queue. Additionally, verify that the attribute names match the exact casing required by the digital channel provider. Mismatched casing is a frequent cause of metadata loss.