I’ve spent hours trying to figure out why the bulk export job for digital channel transcripts is failing with a 422 Unprocessable Entity error when applying specific legal hold metadata filters.
We are running a recurring export from Genesys Cloud (UK East region) to our S3 bucket for legal discovery requests. The export works fine for voice recordings but fails consistently when targeting WhatsApp and Web Chat interactions. The error indicates invalid filter criteria, but the same filters work in the UI search.
Here is the payload we are sending to /api/v2/bulk/recording/exports:
{
"name": "Legal_Hold_Digital_Export_20231025",
"filters": {
"recordingTypes": ["digital"],
"metadata": [
{
"key": "legal_hold_status",
"operator": "eq",
"value": "active"
}
],
"dateRange": {
"from": "2023-10-20T00:00:00Z",
"to": "2023-10-25T23:59:59Z"
}
},
"destination": {
"type": "s3",
"bucketName": "legal-archive-prod",
"region": "eu-west-2"
}
}
The response body contains:
{
"code": 422,
"status": "Unprocessable Entity",
"message": "Invalid filter criteria for digital channel interactions",
"errors": [
{
"code": "bad_request",
"message": "Metadata key 'legal_hold_status' is not supported for digital recording types"
}
]
}
This is problematic because we rely on this metadata for chain of custody documentation. The metadata exists on the interaction object in the API response for individual recordings. It seems the bulk export API does not support custom metadata filters for digital channels, only voice.
Is there a workaround to export digital transcripts with legal hold status included? We need the metadata in the export file for our audit trails. The current process requires us to download all digital transcripts and filter locally, which is inefficient for large volumes.
Please advise if this is a known limitation or if we are missing a configuration step. We are using the latest API version available in our environment.