Bot Transcript Bulk Export Missing Metadata Fields for Legal Discovery

Architect & Flows
1
  • Region: EU-West-1
  • Platform: Genesys Cloud (CXone)
  • API Version: v2
  • Integration: AWS S3 via Pre-signed URLs
  • Use Case: Legal Discovery / Chain of Custody

Is it possible to retrieve the full interaction metadata alongside the transcript JSON when using the Bulk Export API for digital channel bots? Currently, the exported files contain the conversation text and basic timestamps, but they lack the specific participant IDs and custom attributes required for our legal hold verification. The bulk export job completes with a 200 OK, and the files land in the S3 bucket correctly. However, when we parse the JSON for audit trail purposes, fields like interaction_id and custom_attributes are null or missing entirely. This breaks our chain of custody validation. We are using the standard /api/v2/bulk/bots/transcripts endpoint. Has anyone successfully configured the export payload to include these deeper metadata fields without having to make individual API calls per transcript? We need an efficient method that supports the volume of our discovery requests.

2

make sure you configure the export settings in the analytics dashboard to include custom attributes. the bulk api only pulls what is explicitly selected in the view. verify the metadata fields are mapped correctly in the architect flow before initiating the transfer to s3.

3

This looks like a configuration gap in the export definition. The suggestion above is correct, but HCL gives better control.

“lack the specific participant IDs and custom attributes”

Add include_custom_attributes = true to the genesyscloud_analytics_export resource. This forces the API to pull the full metadata payload during the S3 transfer, ensuring legal compliance.

4

You need to verify the interaction_id casing matches the ServiceNow record, otherwise the webhook payload fails silently.

  1. Normalize interaction_id to lowercase hex.
  2. Map participant_ids explicitly in the Data Action schema.
  3. Test with a single record before bulk export.