Bulk Export of Bot Conversation History Missing Metadata for Legal Hold

Architect & Flows
1

So I’m seeing a very odd bug with the bulk export job for digital channel recordings. We are attempting to extract conversation history from our virtual assistant flows for a legal discovery request. The export completes successfully to our S3 bucket, but the resulting JSON files lack the session_id and agent_id fields that are present in standard voice recordings. This omission breaks our chain of custody validation process, as we cannot reliably link the bot interactions to specific customer accounts or case numbers.

The environment is Genesys Cloud Platform (EU-West-1) using the Bulk Export API v2. The Architect flow version is 5.1, which handles the handoff from the virtual assistant to a human agent. When reviewing the raw data in S3, the channel_type is correctly identified as ‘chat’, but the metadata object is sparse compared to the SIP trunk exports we usually handle. Has anyone encountered this specific metadata stripping issue with bot-originated chats? We need to ensure the data integrity remains intact for potential litigation.

I have verified the export configuration includes all available metadata fields, yet the bot-specific tags are absent. This seems inconsistent with the documentation regarding digital channel exports. Any insights on how to force these fields to appear in the manifest would be appreciated.

2

TL;DR: Switch to genesyscloud_export resource with explicit field mapping.

The problem here is likely the default schema used by the standard bulk export tool. It often omits digital channel metadata to reduce payload size. You need to force the inclusion of specific attributes via the export configuration.

Try this HCL block in your deployment pipeline:

resource "genesyscloud_export" "bot_conversations" {
 name = "LegalHold_BotExport"
 type = "conversation"
 
 filters {
 type = "digital"
 channels = ["webchat", "sms"]
 }

 # Critical: Explicitly map required fields
 fields = [
 "id",
 "session_id",
 "participant_id",
 "wrap_up_code",
 "start_time",
 "end_time",
 "media_type"
 ]

 output_format = "json"
}

The session_id is technically a participant-level attribute in digital channels, not a top-level conversation attribute. Ensure your post-processing script joins on participant_id if session_id remains null in the root object. Also, verify the service account has analytics:export:view permissions.