I can’t seem to figure out why the bulk export job for WhatsApp interactions returns a 408 Request Timeout error. We are in the EU-FR region running Genesys Cloud 2024-10. The job processes voice recordings fine, but fails when attempting to include metadata for digital channels.
Note: Bulk export jobs may take longer to complete for large datasets. Ensure your firewall allows outbound connections to the Genesys Cloud API.
We have verified the firewall settings and the S3 bucket permissions are correct. The issue seems to be specific to the metadata retrieval for WhatsApp messages. The job status remains in “running” state for over 2 hours before timing out.
Has anyone encountered this issue with WhatsApp metadata in bulk exports? We need to ensure the chain of custody for legal discovery requests is maintained.
Make sure you isolate the WhatsApp metadata from the main bulk export payload. The 408 timeout typically occurs because the digital channel metadata payload is significantly larger and more complex than standard voice recording data, causing the API gateway to drop the connection before the full object graph is serialized.
In the Architect flow, create a separate sub-flow that handles WhatsApp interactions. Use a filter condition to route channel_id matching WhatsApp to this specific path. Configure the bulk export job to pull only the core interaction details and media URLs, excluding the nested metadata fields like wa_business_account_id or detailed delivery receipts. You can then run a secondary, smaller export job specifically for the metadata if required for compliance. This reduces the initial request size and prevents the timeout.
Warning: Excluding metadata might impact audit trails. Verify that the core interaction data contains sufficient context for your reporting needs before splitting the jobs.