Anyone know why the bulk export job for digital channel transcripts is failing with a 400 Bad Request error when applying specific legal hold metadata filters?
We are running a recurring export process for compliance purposes. The goal is to pull all digital channel transcripts (Chat, Web Chat, SMS) that have been tagged with a specific legal hold status. The API call seems correct based on the documentation, but the job fails immediately upon creation.
Here are the details:
- Endpoint:
POST /api/v2/bulkexport/jobs - Environment: Genesys Cloud BYOC (eu-west-1)
- SDK Version: Genesys Cloud Java SDK 2.15.3
- Filter Configuration: We are using a filter object with
field: "metadata.tags",operator: "contains", andvalue: "legal_hold_active". - Error Response:
{
"message": "Invalid filter configuration for digital channel transcripts.",
"errors": [
{
"message": "Field 'metadata.tags' is not supported for bulk export jobs of type 'digital_channel_transcripts'."
}
]
}
The documentation states that metadata filtering is supported for bulk exports, but it seems there is a discrepancy for digital channel transcripts specifically. We have successfully exported voice recordings with similar metadata filters, so the issue appears isolated to the digital channel data type.
We have tried the following:
- Verified the tag exists in the Genesys Cloud admin console.
- Checked the audit trail to confirm the tag was applied correctly to the conversations.
- Tested with a simpler date range filter, which works without issue.
Is there a known limitation with metadata filtering for digital channel bulk exports? Or is there an alternative approach to filter transcripts by custom metadata tags? We need to ensure chain of custody for these records, so manual post-processing is not an option.
Any insights or workarounds would be appreciated. We are under pressure to resolve this for an upcoming audit.