Could someone clarify why the bulk export job is failing specifically for digital channel recordings tagged with a legal hold? The environment is EU-West (London) running Genesys Cloud CX 2024.2. We are using the Recording API to initiate exports to a Bring Your Own Cloud (BYOC) S3 bucket.
The flow works for standard voice recordings, but when the interaction includes web chat transcripts, the job status moves to ‘FAILED’ immediately after the metadata sync phase. The error payload is not very descriptive.
{
"code": "internal_error",
"message": "Metadata synchronization failed for resource type: digital_channel_transcript",
"status": 500
}
I checked the audit trail and the chain of custody logs. The initial request to /api/v2/recordings/bulkexport returns a 201 Created. However, the subsequent webhook callback to our S3 endpoint shows a null payload for the transcript object.
“For digital channels, metadata synchronization occurs asynchronously. Ensure the target S3 bucket policy allows PUT operations from the Genesys Cloud edge nodes.”
The bucket policy is correct, as voice files upload fine. Is there a known issue with transcript metadata in version 2.4 of the SDK? This is blocking a critical discovery request.