Can anyone explain why the bulk export job for digital channels is omitting the legal_hold_status and custody_chain_id fields in the manifest file? We are running a discovery request for a specific set of WhatsApp and Chat interactions from last quarter. The export job completes successfully with a status of completed, but the resulting S3 manifest JSON lacks the required metadata for our legal team to validate the integrity of the records.
“Bulk exports for digital channels include full metadata preservation, including legal hold status and audit trail identifiers, to ensure compliance with discovery requests.”
This documentation suggests these fields should always be present. We are using the POST /api/v2/bulk/export/recordings endpoint. The request body specifies mediaType as digital and includes the correct dateFrom and dateTo ranges. The SDK version is 15.8.0. We have verified that the recordings in question are indeed under legal hold in the admin console. The S3 integration is functioning correctly for other export types. Is there a known issue with metadata propagation for digital media specifically, or are we missing a parameter in the export configuration?
My usual workaround is to adjusting the export specification payload before triggering the job via the API. The default bulk export configuration often omits extended metadata fields to reduce payload size and improve throughput. You need to explicitly include these attributes in the metadata array of your request body.
Here is a snippet for the POST request to /api/v2/interactions/exports:
{
"criteria": {
"interactions": [...]
},
"metadata": [
"interaction.id",
"interaction.type",
"interaction.legal_hold_status",
"interaction.custody_chain_id",
"interaction.created_date"
]
}
Make sure legal_hold_status and custody_chain_id are listed. If you are using the GUI, check if the “Advanced Metadata” toggle is enabled in the export wizard, though the API method is more reliable for consistent field inclusion. This ensures the manifest JSON contains the required integrity markers for your legal team.
The simplest way to resolve this is…
Greetings. While the suggestion above correctly identifies the need to expand the metadata array, there is a significant risk in simply adding generic fields to the export criteria. The Genesys Cloud Bulk Export API does not automatically resolve custom or extended metadata tags like legal_hold_status unless they are explicitly mapped in the Data Action or Webhook configuration feeding into the export job. If these fields are not present in the underlying interaction payload at the time of export, the manifest will remain incomplete regardless of the request body.
Verify that your ServiceNow integration or custom webhook is actually persisting custody_chain_id to the interaction attributes. If the data exists but is still missing, ensure the export specification uses the correct attribute path, such as attributes.custom.legal_hold_status. Cross-reference the official documentation for Interaction Export to confirm the exact syntax for custom metadata inclusion. Ignoring this mapping step often leads to silent failures in compliance audits.