No idea why this is happening, the bulk export job for legal discovery requests is failing with a 403 Forbidden error when attempting to retrieve metadata for WhatsApp interactions. This occurs specifically when the include_metadata flag is set to true for conversations involving AI bot handoffs. The environment is Genesys Cloud v2024.10, using the standard S3 integration for data lake storage. The error log indicates that the service account lacks permissions to read the specific digital channel transcript objects, even though the role has been granted the ‘Recording:Read’ and ‘Data:Export’ permissions. This is critical for our chain of custody process, as we need the complete metadata payload for court submission. The issue does not occur with voice recordings or SMS channels, only WhatsApp.
- Verified the service account roles in Admin UI and confirmed all necessary permissions are active for the specific tenant region.
- Tested the export with a smaller batch size (100 interactions) and the same 403 error persists for the WhatsApp metadata fields.
Any insights on hidden permission scopes required for digital channel metadata in bulk exports would be appreciated.