Architect IVR Flow Truncating Digital Channel Metadata for Legal Hold

Architect & Flows
1

Need some help troubleshooting an issue where Architect IVR flows are stripping metadata from digital channel interactions before they reach the recording storage. This breaks our chain-of-custody for legal discovery requests requiring full context.

  • Verified the POST /api/v2/architect/flows payload includes all necessary custom attributes.
  • Checked S3 bucket permissions and confirmed the raw JSON files are incomplete upon arrival.
2

Make sure you verify that the metadata truncation is not occurring at the SIP trunk level before the data even reaches the Architect flow. In my experience managing 15 BYOC trunks across the Asia-Pacific region, we frequently see carrier-specific quirks where digital message headers are stripped or limited by the upstream provider before Genesys Cloud processes them. If the SIP registration is stable but the payload is incomplete, the issue often lies in how the outbound routing rules handle attribute mapping during the handoff.

Check the following configuration points to ensure the full context is preserved:

  • Verify Outbound Routing Attributes: Ensure that the specific custom attributes required for legal hold are explicitly mapped in the outbound routing rules. By default, some carriers may drop non-standard headers. You need to configure the trunk to pass through these specific metadata fields.
  • Inspect SIP Header Limits: Some carriers enforce strict limits on header sizes. If your metadata payload exceeds this limit, the carrier may truncate it. Review your carrier’s documentation for maximum header size restrictions.
  • Enable Detailed Logging: Turn on detailed SIP logging for the affected BYOC trunk. This will help you identify exactly where the metadata is being dropped. Look for any SIP 400 or 488 errors that might indicate header rejection.
  • Test with Minimal Payload: Create a test flow with a minimal metadata payload to see if the truncation still occurs. This helps isolate whether the issue is payload size or attribute mapping.

If the metadata is complete at the SIP level but still truncated in S3, the issue might be within the Architect flow itself. Check if any data transformation steps are inadvertently stripping fields. Also, ensure that the S3 bucket policy allows for the full metadata size. We often see this when the flow is configured to only capture specific fields, ignoring the rest.

A common fix is to explicitly define all required metadata fields in the flow’s data mapping section. This ensures that no fields are accidentally dropped during processing. If you are still facing issues, consider reaching out to your carrier to confirm their support for digital message metadata headers.

3

This looks like a Data Action configuration issue rather than a SIP problem. Try:

  1. Inspect the ServiceNow webhook payload to verify attribute mapping.
  2. Ensure the conversation object in the flow is fully populated before the Data Action triggers.
  3. Check if custom attributes are explicitly selected in the Data Action template.