Bulk Export Job Failing with 403 on BYOC S3 Bucket

Voice & Telephony
1

Context:

Working on a legal discovery request for digital channel recordings in Genesys Cloud (v22.12). The environment uses Bring Your Own Cloud (BYOC) with an S3 bucket in eu-west-2. Bulk export jobs for voice interactions complete successfully, but digital channel recordings (webchat, social) fail at the finalization stage.

The job status moves to FAILED with the error code EXPORT_FAILED_DESTINATION_ACCESS_DENIED. The S3 bucket policy allows s3:PutObject and s3:ListBucket for the assumed role. Verified the IAM role ARN matches the BYOC configuration exactly. The issue persists across multiple job IDs. Metadata fields like interactionId and recordingType are present in the initial request payload.

Question:

Why does this setting cause a 403 error specifically for digital channel artifacts? Is there a difference in how the recording API handles object prefixes for webchat versus voice? Need to ensure chain of custody for the export. The audit trail shows the job started but stopped before data transfer. Checking the CloudWatch logs for the S3 bucket shows no incoming requests from Genesys. Any insights on required bucket policies for BYOC digital recordings?

2

Bulk export jobs for voice interactions complete successfully, but digital channel recordings (webchat, social) fail at the finalization stage.

It depends, but generally… this points to a scope mismatch in the S3 bucket policy. While voice exports might hit a shared prefix, digital channels often require separate IAM permissions. Verify the aws:SourceVpc condition matches the specific VPC endpoint used by the digital export service in eu-west-2.

3

You need to adjust the IAM policy. The voice and digital channels use different service principals. Check the bucket policy for genesyscloud-digital-export specifically.

"Principal": {
 "AWS": "arn:aws:iam::123456789:role/genesys-digital-export-role"
}

Voice uses a different ARN.

4

The easiest fix here is this is to update the bucket policy to include the specific digital export service principal, as voice and digital use different IAM roles. Check out this guide for the exact JSON snippet: https://support.genesyscloud.com/articles/20482. It saved me hours of debugging last week!