Looking for some advice on troubleshooting this gap in our legal discovery chain of custody. The Architect IVR flow uses the standard Record action, but when the bulk export job completes, the metadata for these specific interactions is completely absent from the S3 payload. The voice recordings exist, yet the JSON sidecar files lack the recording_id linkage. Is this a known limitation with IVR-generated media in the export API?
Have you tried mapping the IVR recording metadata explicitly in the export configuration? This is a common stumbling block when migrating from Zendesk Voice to Genesys Cloud. In Zendesk, voice ticket attachments handled metadata automatically, but Genesys Cloud requires explicit field selection for IVR-generated media. The bulk export API often defaults to standard interaction fields, missing the specific recording_id linkage unless configured.
To fix this, you need to adjust the export_fields parameter in your bulk export request. Instead of relying on the default schema, specify the interaction.recording_id and interaction.media_type fields. Here is the corrected payload structure:
{
"view_id": "your_view_id",
"export_fields": [
"interaction.id",
"interaction.recording_id",
"interaction.media_type",
"interaction.created_date",
"interaction.updated_date"
],
"format": "json"
}
This ensures the JSON sidecar files include the necessary linkage. Also, verify that the recording_metadata setting is enabled in the Architect flow’s Record action. In Zendesk, this was implicit, but Genesys Cloud requires the store_metadata flag to be true for IVR recordings.
{
"action": "Record",
"settings": {
"store_metadata": true,
"recording_type": "ivr"
}
}
This approach aligns with how Genesys Cloud separates media storage from interaction metadata. It’s a small config tweak, but it makes a huge difference in legal discovery workflows. The S3 payload will then contain the correct recording_id in the JSON files, bridging the gap between Zendesk’s automatic handling and Genesys Cloud’s explicit configuration model.
Check your export payload definition. The suggestion above is correct, but the recording_id linkage often fails if the Data Action payload does not explicitly include the mediaId from the initial recording start event. Ensure your ServiceNow integration captures this early, as the bulk export relies on that initial trigger.
Note: Verify the timestamp alignment between the IVR start and the export job creation.
Generally speaking, the export job relies on the interaction id being correctly propagated from the architect flow. the suggestion above about explicit field selection is spot on, but there is a deeper layer involving how the recording action is configured. if your flow uses a custom data action to tag the recording before the export job runs, ensure the payload includes the media_id. we often see this gap when the initial recording event lacks the necessary linkage in the metadata object. for appfoundry partners, this usually means checking the oauth scope for the service account running the export. it needs read:interaction:recording and read:interaction:metadata. without both, the json sidecar might get stripped. also, verify the timestamp alignment. if the export job starts before the recording metadata is fully indexed in the platform, the linkage fails. try adding a small delay or checking the indexing status via the api before triggering the bulk export. this ensures the s3 payload contains the full recording_id reference.