Is there a clean way to resolve a 403 Forbidden error when attempting to export digital channel recording metadata for a legal hold request?
Background
We are processing a legal discovery request in the UK (Europe/London). The requirement is to export all chat and webchat interaction metadata for a specific date range to our S3 bucket. We are using the standard Bulk Export API endpoint POST /api/v2/analytics/conversations/export. The user account has the recording:export and conversation:view permissions, which worked for voice channels last week.
Issue
The job fails immediately with a 403 Forbidden status code. The response body indicates:
"errors": [{"code": "forbidden", "message": "Insufficient permissions to access digital channel recording metadata"}]
This is strange because the same user can manually view the transcripts in the UI. The issue only occurs when the export filter includes mediaType: digital.
Troubleshooting
- Verified the user role has
recording:exportenabled. - Checked the S3 bucket policy; it allows writes from the Genesys Cloud integration.
- Tested with
mediaType: voiceand the export succeeded without error. - Confirmed the
legalHoldflag is set correctly in the payload.
Is there a separate permission set required for digital channel metadata exports, or is this a known restriction in the Europe/London region?