Hey everyone, I’ve run into a really strange issue with our bulk export jobs for digital channels. We are trying to pull WhatsApp and SMS recordings for a legal discovery request, but the export job is failing with a 422 Unprocessable Entity error. The error payload indicates that the “interaction_type” field is missing or invalid for a subset of the interactions, specifically those initiated via the WebChat widget.
Here are the specifics:
- Environment: Genesys Cloud EU-West-1
- API Endpoint: POST /api/v2/analytics/bulkdata/exports
- Request Body: We are filtering by date range and channel type ‘digital’. The query is valid and returns results in the analytics dashboard.
- Error Message:
{"code":"bad_request","message":"The request body was malformed or contained invalid data.","details":[{"code":"invalid_interaction_type","message":"Interaction type 'webchat' is not supported for bulk recording export in this region."}]}
This is confusing because we have successfully exported WebChat recordings in the past using the same API structure. The only change recently is that we enabled a new Architect flow that routes high-priority chats to a different queue, which might be affecting how the interaction metadata is tagged.
We need to maintain a strict chain of custody for these records, so we cannot use the manual download option from the admin console. The bulk export API is our only viable option for this volume of data.
Has anyone seen this specific error code related to webchat interactions? Is there a known issue with the bulk export API not recognizing the new interaction types generated by the latest platform update? We are using the latest version of the Python SDK for the API calls.
Any insights or workarounds would be appreciated. We are under a tight deadline for this legal hold request.
Thanks for your help.