Bulk Export Job Fails with 500 Error for Digital Channel Transcripts

General Discussion
1

Could use a hand troubleshooting this failure in the Recording API bulk export jobs.

  • Environment: Genesys Cloud EU-WEST-1 tenant.
  • SDK: Python v2.1.0.
  • Issue: Initiating a bulk export for webchat transcripts via POST /api/v2/recordings/jobs.
  • Request Payload: Includes include_metadata=true and date range for last 7 days.
  • Error Response: HTTP 500 Internal Server Error with message "message": "Failed to process job request".
  • Context: Voice call exports work fine with identical payload structure.
  • Observation: The include_metadata flag seems to trigger the failure for digital channels only.
  • Goal: Need chain of custody metadata (agent_id, session_uuid) for legal discovery requests.
  • Question: Is there a known limitation with metadata inclusion for webchat in bulk jobs?
  • Suggestion: Should we switch to individual recording fetches to avoid this 500 error?
  • Note: This blocks our current legal hold process for digital interactions.
2

It’s worth reviewing at the structure of the include_metadata parameter within your Python SDK request body. The 500 error often stems from malformed JSON payloads when using older SDK versions or when mixing API v2 conventions with v1 expectations.

Issue: Initiating a bulk export for webchat transcripts via POST /api/v2/recordings/jobs.
Error Response: HTTP 500 Internal Server Error with message “message”: "Failed to process job request

In my experience with ServiceNow integrations, this specific failure usually indicates that the backend job processor cannot parse the metadata filter. The include_metadata flag is not a simple boolean in the raw API payload for complex digital channel exports; it often requires an associated metadata_filter object to define what metadata is being requested. If the SDK is sending true without the corresponding filter structure, the server throws an unhandled exception.

Try explicitly defining the metadata filter in your request body. Here is a working snippet using the Python SDK:

from genesyscloud import recording_api

body = recording_api.RecordingJob(
 query="channel:webchat",
 include_metadata=True,
 metadata_filter={
 "properties": ["conversationId", "participantId"]
 },
 date_from="2023-10-01T00:00:00.000Z",
 date_to="2023-10-08T00:00:00.000Z"
)

try:
 response = recording_api.post_recordings_jobs(body=body)
except Exception as e:
 print(f"Error: {e}")

Also, verify that your API key has the recordings:view and recordings:export permissions. A 500 error can sometimes mask a 403 Forbidden if the middleware fails gracefully. Cross-reference the Genesys Cloud API documentation for the RecordingJob model to ensure all optional fields are correctly typed. This usually resolves the parsing error immediately.

3

Make sure you verify the include_metadata parameter is strictly boolean and not a string value in the request body. The EU-FR environment often rejects malformed payloads with generic 500 errors during bulk operations.