Quick question about the recording export API behavior when targeting an external S3 bucket. We are managing legal discovery requests that require bulk exports of digital channel interactions. The environment is Genesys Cloud EU (Frankfurt), and the integrations are configured via the Admin UI using an IAM role with full S3 PutObject permissions. The bucket policy allows the specific Genesys Cloud AWS account ID, and we have verified the trust policy is correct.
The issue occurs specifically when exporting WhatsApp and Web Messaging sessions. Voice recordings export without issue. When we trigger a bulk export job for digital channels, the job status remains in PROCESSING for approximately 45 minutes before flipping to FAILED. The error log in the job details does not provide much detail, but the underlying HTTP response captured via the API indicates a 403 Access Denied.
{
"errorCode": "external_service_error",
"message": "Failed to upload object to S3. AWS returned 403 Forbidden.",
"context": {
"channelType": "whatsapp",
"jobId": "rec_export_7782a",
"timestamp": "2023-10-27T14:30:00Z"
}
}
We have checked the chain of custody requirements for our legal team, and the metadata fields (agentId, interactionId) are present in the manifest. The problem seems isolated to the actual media file upload step for digital channels. We suspect this might be related to how the digital channel media is stored or processed before the export job picks it up, compared to voice media.
Has anyone encountered a scenario where the S3 integration works for voice but fails for digital channels? We are checking the bucket encryption settings, but the voice exports use the same bucket. Any insights on the specific IAM actions required for digital channel media objects would be helpful. We need to ensure the audit trail remains intact for the discovery request.