I’m completely stumped as to why the bulk export job remains in a pending state for over 24 hours when processing WhatsApp message transcripts for legal hold purposes. The job was initiated via the /api/v2/bulk/bulkexport/jobs endpoint using our standard service account credentials. The payload specifies the date range for the last week and filters specifically for the whatsapp channel type.
The environment is Genesys Cloud v2024.2 with BYOC S3 integration configured for data residency compliance in the Europe/London region. Previous exports for voice and screen recordings have completed successfully without issue. The S3 bucket policy allows PutObject actions from the Genesys Cloud trust policy, and no 403 errors appear in the initial job status response.
Checking the job status via GET requests returns a pending state with no error messages or progress metrics. The audit logs do not show any failed attempts to connect to the S3 endpoint. This delay impacts our SLA for providing discovery data to external counsel. The metadata payload seems valid, containing the correct channel and dateFrom/dateTo fields.
Has anyone encountered a scenario where WhatsApp transcript exports hang indefinitely while other channels work fine? We need to understand if this is a known limitation with the digital channel bulk export service or a configuration gap in our S3 integration. Any insights on debugging the pending state would be appreciated.