Trying to understand why our automated bulk export jobs for digital channel recordings are consistently failing with a 403 Forbidden error when pushing to our designated S3 bucket. The issue appeared after we updated our IAM policies to enforce stricter bucket policies, specifically requiring TLS 1.2 and specific KMS key usage for encryption at rest.
We are using the Genesys Cloud Bulk Export API (POST /api/v2/recordings/export) to trigger the jobs. The request payload includes the correct start and end timestamps, the specific media type set to ‘digital’, and the destination configuration pointing to our S3 bucket. The initial job creation returns a 201 Created status, and the job status briefly moves to ‘processing’. However, within minutes, the job status changes to ‘failed’, and the error details in the response payload show: {"code": "403", "message": "Access Denied to S3 Bucket", "details": "The AWS Access Key Id you provided does not exist in our records or the associated policy does not permit the action."}
We have verified the AWS Access Key and Secret Key in the Genesys Cloud integration settings multiple times. The keys are active, and the associated IAM user has full s3:PutObject and s3:GetBucketLocation permissions. We also confirmed that the KMS key specified in the S3 bucket policy is accessible by the IAM user. The recordings themselves are from WhatsApp and Web Chat channels, which include complex metadata fields like messageId, senderId, and attachmentUrl that are required for our legal discovery chain of custody.
The environment is Genesys Cloud UK (eu-west-2), and we are using the latest version of the Genesys Cloud REST API client library. We have also checked the S3 server access logs, and there are no inbound requests from Genesys Cloud IPs during the failure window, suggesting the failure happens before the actual data transfer attempt. We need to ensure the metadata is preserved exactly as it appears in the Genesys interface for audit trail purposes.
Has anyone successfully configured S3 destinations with strict KMS encryption requirements for digital channel bulk exports, and if so, what specific IAM policy adjustments were required beyond standard PutObject permissions?