Anyone know why the agent_id field is consistently null in the bulk export JSON payload for WhatsApp interactions when filtered by legal hold tags?
We are running a discovery request for a specific quarter. The environment is Genesys Cloud v2024.10 in the EMEA region. We use the Bulk Data API to export digital channel transcripts.
The issue is specific to WhatsApp.
SMS exports contain the correct agent_id.
Web chat exports also contain the correct agent_id.
WhatsApp exports return null for agent_id.
The conversation header in the UI shows the agent clearly.
The start_time and end_time are accurate.
The transcript text is present.
But the agent_id is missing.
This breaks our chain of custody verification scripts.
We map agent_id to employee records.
A null value means we cannot attribute the conversation.
Legal requires this attribution.
We have checked the filter criteria.
The filter uses the legal_hold tag.
The tag is applied correctly.
We verified the tag in the admin console.
We also checked the raw API response.
The 200 OK status is returned.
The job completes successfully.
But the data is incomplete.
We are using the standard bulk export endpoint.
No custom fields are involved.
This is a core system field.
It should be populated.
We have tried re-running the job.
The result is the same.
Null agent_id for WhatsApp.
Non-null for other channels.
Is this a known bug?
Or is there a permission issue?
We have full admin access.
The export user has all roles.
We cannot find a solution.
Please advise.