Does anyone understand why the bulk export JSON payload excludes specific metadata fields related to AI bot interactions when processing legal discovery requests? We are currently handling a high-volume legal hold case involving WhatsApp conversations that were routed through Genesys Cloud AI bots before potentially transferring to human agents. The requirement is to maintain a complete chain of custody, which includes not just the transcript but also the bot’s decision logic and intent confidence scores.
We are using the Bulk Export API endpoint /api/v2/recording/bulkexports with the include_metadata flag set to true. The environment is Genesys Cloud v2024.10. For standard voice recordings, we see call_flow_name and custom_attributes populated correctly. However, for digital channel interactions where a bot handled the initial engagement, the bot_interaction_details object is either completely absent or contains only the conversation_id and status fields. Crucially, the intent_confidence and decision_path fields are missing.
We have verified the Architect flow. The bot flow is configured to set custom attributes on the interaction object, specifically bot_intent and bot_confidence_score. These attributes are visible in the real-time interaction monitor and appear in the standard recording search results. Yet, when the bulk export job completes, these fields are null in the resulting JSON. We suspect this might be a limitation of the bulk export feature regarding digital channels or a specific configuration issue with how metadata is attached to bot-mediated sessions.
The legal team requires this data to prove that the bot did not provide misleading information during the critical period. Without the decision path data, we cannot reconstruct the user journey accurately for the discovery process. We have tried re-running the export job multiple times with different date ranges, but the result is consistent.
Is there a specific parameter or workaround to force the inclusion of AI bot decision metadata in bulk exports for legal compliance purposes?