So I’m seeing a very odd bug with the Genesys Cloud Recording Bulk Export API when attempting to retrieve WhatsApp media attachments for a legal discovery request. The environment is a BYOC setup using AWS S3 as the data warehouse. The job initiates correctly, and voice recordings from the PSTN channel export without issue. However, the job status flips to FAILED specifically for the digital channel artifacts. The error log shows a 403 Forbidden response when the system attempts to fetch the metadata for the WhatsApp images.
This is particularly confusing because the S3 bucket policy grants full read access to the Genesys Cloud service principal. We have verified the trust relationship, and standard audio files are landing in the bucket as expected. The issue seems isolated to the media attachments associated with the digital channels. Is there a specific permission scope required for WhatsApp media that differs from standard voice recordings? The chain of custody for this legal hold is critical, so we cannot simply ignore these files. Any insights into why the API would reject the metadata pull for WhatsApp while accepting the voice data?