How should I properly to resolve the persistent AccessDenied error when the Genesys Cloud service account attempts to write bulk export files to our BYOC S3 bucket in the eu-west-2 region? The issue specifically affects digital channel recordings (Web Chat and Video), while voice recording exports complete successfully. We are using Genesys Cloud v12.9 and the latest Python SDK. The bulk export job initiates correctly via the /api/v2/recording/bulkexports endpoint, but the status transitions to failed within seconds. The error details in the job response indicate a failure during the S3PutObject operation, citing a permission mismatch on the bucket policy.
The S3 bucket policy explicitly grants the Genesys Cloud AWS account ID permission for s3:PutObject on the specified prefix arn:aws:s3:::my-bucket/genesys-exports/*. We have verified the IAM role attached to the EC2 instance hosting our local processing service, and it assumes the correct role. However, when the Genesys platform tries to push the initial manifest file or the first batch of recordings, the 403 error occurs. This suggests the issue lies with how the platform signs the request or how the bucket policy interprets the principal. We have also confirmed that the bucket block public access settings are enabled, which is required for our security compliance.
We need to ensure the chain of custody remains intact for legal discovery purposes, so manual intervention is not an option. The audit trail shows the job failed before any data was written, creating a gap in our record retention policy. Has anyone encountered a similar issue where voice exports work but digital channel exports fail due to S3 permission scopes? We suspect the digital channel recordings might be using a different service principal or IAM role within the Genesys infrastructure compared to voice. Any insights on the specific IAM policy statements required for digital channel bulk exports would be appreciated.
You need to verify the IAM policy attached to the Genesys Cloud service role, specifically looking for scope restrictions on s3:PutObject that might exclude non-standard content types or specific object prefixes. The 403 error on digital channels while voice works suggests a policy condition is blocking the metadata associated with Web Chat or Video sessions. Check if your policy uses StringLike conditions on s3:Prefix that inadvertently exclude the digital recording path structure. Also, ensure the bucket policy allows Principal: aws:arn:aws:iam::[GenesysAccount]:role/[GenesysRole] without aws:SourceVpc restrictions that might conflict with the eu-west-2 endpoint routing.
This discrepancy often stems from legacy IAM templates that were updated for voice but missed the newer digital media object keys. The bulk export job uses distinct S3 prefixes for digital recordings, often nested under /digital/ or similar, which might not match your existing s3:PutObject allow statements. Review the CloudTrail logs for the exact ARN and key being rejected to pinpoint the mismatch.
You need to look closer at how the IAM policy handles the specific object prefixes for digital channels, as the suggestion above correctly identifies the likely culprit but misses a crucial migration detail from Zendesk environments. In Zendesk, export paths were often flat or loosely structured, but Genesys Cloud enforces a stricter hierarchy for digital interactions, particularly for Web Chat and Video recordings which include JSON metadata alongside media files. If your policy restricts s3:PutObject to a specific prefix like voice/, the digital channel exports will fail with a 403 because they attempt to write to digital/webchat/ or similar paths.
To fix this, update the IAM policy attached to the Genesys Cloud service role. You should verify the following configuration steps:
- Expand the
Resource block in your IAM policy to include wildcards for digital channel prefixes. For example, change "arn:aws:s3:::your-bucket/voice/*" to "arn:aws:s3:::your-bucket/*" or explicitly add "arn:aws:s3:::your-bucket/digital/*".
- Ensure the
s3:PutObject action is not restricted by Content-Type conditions, as Web Chat exports may include application/json metadata files that differ from the audio/mp3 content of voice recordings.
- Check the Bulk Export job configuration in the Genesys Cloud Admin portal. Under the ‘S3 Destination’ settings, verify that the ‘Prefix’ field is set to a root directory or a parent folder that encompasses both voice and digital paths.
This mismatch is a common pain point during Zendesk-to-GC migrations because Zendesk did not separate media and metadata in the same granular way. By broadening the IAM scope to include the digital prefixes, you allow the Genesys Cloud service account to write both the media files and the associated interaction JSONs without triggering an AccessDenied error. This approach aligns with the platform’s native storage structure and ensures compliance data is preserved correctly.