I can’t seem to figure out why the bulk export job for digital channel interactions excludes specific bot analytics metadata required for our legal discovery requests.
We are operating in the EU-FR region with Genesys Cloud version 2024-10. Our standard procedure involves triggering a bulk export job via the Recording API to capture all WhatsApp interactions for a specific date range. The job completes successfully, and the S3 bucket receives the JSON files containing the voice and standard message metadata. However, when we parse the output, the fields related to the AI Bot engagement, specifically the bot_transcript and intent_classification details, are consistently null or missing entirely. This is critical for our chain of custody requirements, as we need to prove the bot’s response logic during the interaction.
We have verified that the bot flow in Architect is configured to log these events. The standard real-time API calls to /api/v2/analytics/details return this data correctly when queried directly for individual interactions. The issue seems isolated to the asynchronous bulk export mechanism. We are using the recordingType parameter set to ‘digital’ and ensuring the date filters align with the bot’s active period. The export job logs show no errors, only a warning about ‘partial metadata availability’ which we initially ignored. Is there a known limitation with the bulk export job regarding AI Bot metadata retention? Or do we need to trigger a separate export job using the Analytics API instead of the Recording API to capture this specific data layer? We need a reliable method to export this data in bulk for audit trails without hitting rate limits on the real-time endpoints.