Bulk Recording Export 403 Forbidden on S3 Destination with Legal Hold Filter

Genesys Cloud WFM
1

Anyone know why the bulk export job for recordings fails with a 403 Forbidden error when targeting our S3 bucket, even though the IAM role has PutObject permissions?

The environment is Genesys Cloud 2024-3 in eu-west-1. We are processing a legal discovery request requiring specific metadata retention. The export job is initiated via the /api/v2/recordings/exports endpoint.

Steps to reproduce:

  1. Create an export job using the API with destination set to S3.
  2. Apply a filter for tags containing legal-hold-2024.
  3. Ensure the S3 bucket policy allows access from the Genesys Cloud service principal.
  4. Submit the job. The status immediately changes to FAILED with error code S3_PERMISSION_DENIED.

The chain of custody logs show the job started but failed during the initial handshake with S3. The same configuration works for non-restricted recordings. Is there a specific permission requirement for recordings tagged with legal holds that differs from standard exports? We have verified the S3 bucket policy and the IAM role attached to the Genesys integration. The issue persists across multiple attempts.