Hi all,
We are encountering a persistent failure when attempting to trigger bulk recording exports via the Platform API for a specific legal discovery request. Our environment is Genesys Cloud (London region), and we are using the standard bulk export endpoint /api/v2/recording/bulkexport.
The issue arises specifically when we include filters for digital channel interactions (WhatsApp and Web Chat) using the recordingType parameter set to DIGITAL. When we run the export job with a date range of the last 7 days and filter for recordingType: DIGITAL, the job status immediately transitions to FAILED with a 500 Internal Server Error. The error message in the job details is generic: “An internal error occurred while processing the export request.”
Interestingly, if we remove the recordingType filter and export all recordings (voice and digital) for the same date range, the job completes successfully. We have verified that the digital channel recordings exist and are accessible via the UI, and we have successfully exported individual digital recordings using the standard recording API. This suggests the issue is isolated to the bulk export processing engine when handling digital metadata.
We need to maintain a strict chain of custody for these digital interactions, so we cannot simply export everything and filter client-side due to data volume and compliance requirements. Has anyone encountered this specific 500 error with digital channel filters in bulk exports? Are there known limitations or workarounds for exporting digital recordings in bulk for legal holds?
Any insights would be greatly appreciated.