Looking for advice on a specific access control issue when triggering bulk recording exports for legal discovery requests. The environment is Genesys Cloud v2024.05, London region. We are attempting to export digital channel transcripts (specifically WhatsApp and Messenger) along with associated audio recordings to an external S3 bucket for a legal hold. The IAM role attached to the S3 bucket has full read/write permissions, and the S3 integration in Genesys Cloud is configured correctly with the correct ARN.
The problem occurs specifically when the legal_hold flag is set to true in the export request payload. The API returns a 403 Forbidden error with the message: AccessDenied: The AWS Access Key Id you provided does not exist in our records. This is confusing because the same credentials work perfectly for standard bulk exports without the legal hold flag. The error appears in the job status endpoint /v2/bulkexport/jobs/{jobId} after the job enters the PROCESSING state for about 30 seconds. We have verified the clock skew is minimal between our systems and AWS, and the IAM policy explicitly allows s3:PutObject and s3:GetObject on the target bucket prefix.
We suspect there might be a separate permission scope or a specific API limitation related to the legal hold workflow that requires additional IAM policies, perhaps related to KMS encryption keys if the S3 bucket has server-side encryption enabled with a customer-provided key. Has anyone encountered this specific 403 during legal hold exports? Are there additional IAM permissions required for the Genesys service principal when handling legally held data compared to standard exports? Any insights into the specific API behavior or required S3 bucket policies would be greatly appreciated.