Does anyone understand why the bulk recording export job omits the legalHold metadata flag for digital channel interactions, specifically Web Chat? We are using Genesys Cloud v12.8. The voice recordings export correctly with the flag, but the digital channel recordings in the S3 bucket lack this critical field. This breaks our chain of custody verification for legal discovery requests.
Create a bulk export job via POST /api/v2/recordings/jobs.
Filter by recordingType=digital and channel=webChat.
Apply a date range covering the last 30 days.
Wait for the job to complete and download the CSV from the provided S3 URL.
Inspect the metadata columns in the CSV.
The legalHold column is present but empty for all Web Chat entries. Voice entries show true or false as expected. The API response for individual recordings (GET /api/v2/recordings/{id}) does show the flag correctly. Is this a known limitation of the bulk export endpoint for digital channels, or is there a specific query parameter required to force this metadata inclusion? We need this data for an audit trail before Friday.
It depends, but typically the bulk export API treats voice and digital channels differently regarding metadata inclusion. The legalHold flag is often tied to the compliance archiving process rather than the standard recording job, especially for digital interactions like Web Chat. The system might be separating the audio file from the compliance metadata, requiring a specific query parameter or a different endpoint to fetch the full legal hold status.
Check if your export job includes the includeLegalHold parameter set to true in the request body. If that’s already there, the issue might be a latency in metadata propagation for digital channels. The WFM schedule adherence logic I deal with weekly often has similar sync delays, so it’s worth waiting a few minutes after the job completes before checking the S3 object metadata again.
Another approach is to query the /api/v2/recordings/recordings endpoint directly for the specific chat IDs after the export. This often returns the full metadata object, including legal hold flags, which you can then map back to the exported files. It’s an extra step, but it ensures the chain of custody data is captured correctly for your legal discovery needs.
Make sure you are explicitly requesting the metadata payload in your export job configuration. The suggestion above regarding the separation of compliance metadata is accurate, but the practical fix often lies in how the initial job request is structured. When migrating from Zendesk, it is easy to assume that all ticket-level metadata automatically transfers to the recording export, but Genesys Cloud handles digital channel metadata distinctly.
In Zendesk, we were accustomed to a monolithic attachment model where metadata traveled with the file. In Genesys Cloud, the bulk export API for digital channels requires explicit inclusion of the metadata object, especially for compliance flags like legalHold. If this is not defined in the job creation payload, the system defaults to exporting only the media files and basic interaction IDs to your S3 bucket.
You need to modify the body of your POST /api/v2/recordings/jobs request to include the metadata section with the specific field requested. Here is the corrected payload structure:
By adding the metadata block with "include": true and specifying "legalHold" in the fields array, the export job will generate a separate JSON file in your S3 bucket containing these flags. This file maps directly to the recording files via the interactionId. Without this explicit configuration, the API assumes you only need the media assets, which is why the flag appears missing. This approach ensures your chain of custody documentation remains intact for legal discovery, mirroring the robust audit trails we relied on in Zendesk but adapted to Genesys Cloud’s modular data structure.