Stuck on a problem and need help troubleshooting a gap in our discovery workflow. POST /api/v2/recordings/exports returns audio files but omits the conversation metadata for AI Bot interactions. The chain of custody requirements fail without the transcript payload linked to the recording ID.
This happens specifically for Genesys Cloud CX bots, not IVR. The JSON response lacks the transcript_url field entirely. Is this a known limitation with the current API version?
The quickest way to solve this is to ensure the transcript field is explicitly included in the export request payload, as it is not enabled by default for bot interactions.
| Parameter | Value |
|---|---|
| Field | transcript |
| Type | boolean |
| Required | true for bot metadata |
It depends, but generally… I usually hit this when the export settings default to voice-only for non-human interactions. Double-check that the “Include Bot Transcripts” toggle is active in the recording export configuration. Without it, the system strips the text payload to save space.
"transcript_url": null