Bulk Export Job 500 Error on Bot Transcript Metadata

Architect & Flows
1

POST /api/v2/bulkexports/jobs returns 500 Internal Server Error when filtering for digital channel interactions with bot transcripts.

The issue occurs specifically when attempting to export recording metadata for interactions where the AI bot was active. The environment is a standard Genesys Cloud instance in the EU region, and the user account has the Recording Export Specialist role with full read permissions on digital channels. The export job is initiated via the bulk export API, targeting interactions from the last 48 hours. The filter object is constructed as follows:

{
“type”: “recording”,
“filter”: {
“date_range”: {
“start”: “2023-10-25T00:00:00.000Z”,
“end”: “2023-10-27T00:00:00.000Z”
},
“metadata”: {
“channel”: “digital”,
“bot_active”: true
}
}
}

The error response body is minimal:
{
“message”: “Internal server error”,
“code”: 500
}

No further details are provided in the response. The same filter works without issue for voice interactions, and digital channel exports succeed when the bot_active flag is removed. This suggests the problem is tied to the specific metadata schema for bot transcripts in digital channels. The chain of custody requirements for legal discovery mandate that we capture the full transcript, including bot responses, and any failure here blocks our ability to produce compliant records. The audit trail shows the job fails immediately upon submission, not during the export process. We have tried varying the date range and using different user tokens with identical results. The S3 presigned URL generation is not reached, so storage permissions are not the issue. The Recording API documentation does not explicitly state that bot_active is a valid filter key for digital channels, but it is implied by the presence of bot transcript metadata in the individual recording endpoints. Is there a known limitation with bulk exports for bot interactions? Or is there a specific schema requirement for the filter object that we are missing? The urgency is high because we have a legal hold pending for these interactions.

2

I typically get around this by checking if the filter payload includes unsupported fields for the specific media type. The Bulk Export API is quite strict about what metadata can be queried for bot transcripts versus standard voice recordings. When you add bot_transcript or similar digital channel attributes to a generic recording export job, the backend often throws a 500 error because the schema validation fails silently or crashes the worker thread.

Try narrowing the export scope. Instead of a general recording export, use the specific Digital Channel Export endpoint or ensure your JSON payload explicitly targets digital interactions with the correct filter object structure. The issue is often that the recordingType field is missing or incorrectly set to voice when the data source is actually a chat or SMS interaction handled by a bot.

Here is a safer payload structure to test:

{
 "name": "Bot Transcript Export Test",
 "type": "DIGITAL_CHANNEL",
 "filters": [
 {
 "type": "INTERACTION",
 "filter": {
 "type": "CHANNEL",
 "value": "webchat"
 }
 },
 {
 "type": "INTERACTION",
 "filter": {
 "type": "BOT",
 "value": "true"
 }
 }
 ],
 "columns": [
 "id",
 "startTime",
 "endTime",
 "botTranscript"
 ]
}

Also, verify that the botTranscript column is actually available for your specific bot version. Some legacy bot configurations do not populate this field in the metadata index, causing the export job to fail when it tries to retrieve null data for a required column. Check the API documentation for the specific columns supported by the DIGITAL_CHANNEL export type.

  • Verify recordingType matches the channel type
  • Check column availability for bot transcripts
  • Ensure filter syntax matches digital channel requirements
  • Review API rate limits for large digital exports