I’ve spent hours trying to figure out why the Recording Compliance Check Failed error appears in the Conversation Detail view for specific outbound calls. The Architect flow includes the required consent block, and the agent logs confirm the script was played. This occurs only during the CET morning shift using the standard IVR queue. The recording status shows as ‘Not Available’ despite successful ingestion. Does the consent action require a specific timeout configuration to trigger the compliance flag correctly?
Have you tried verifying the consent_status variable mapping in your Architect flow? During our Zendesk-to-GC migration, we noticed that the platform does not automatically link a played audio block to a compliance tag. You must explicitly set a flow variable, such as recording_consent_granted, to true after the consent block completes. If this variable is missing or set to false, the system flags the recording as non-compliant, resulting in the ‘Not Available’ status in Conversation Detail.
Check your flow logic to ensure the variable is updated before the Transfer to Agent action. Also, review the Recording Settings in Admin under Compliance. The consent_required setting must align with your flow logic. We found that misaligned timeout values on the consent block could also cause the variable update to skip if the caller hangs up prematurely. Ensure the timeout_ms allows enough time for the script to finish and the variable to commit. This specific mapping step was the missing piece in our migration from Zendesk’s simpler ticket tagging system.
If I remember right, the compliance tag isn’t just about the variable state; it requires the recording action to explicitly reference that variable in its conditions to avoid the ‘Not Available’ status.
- Recording action conditional logic
- Consent variable persistence scope
- Post-call analytics ingestion delay
Depends on your setup, but generally the issue stems from variable scope. Ensure the consent variable is set in the Interaction scope, not just the Flow scope. If the Recording action runs in a different block, it won’t see the flow-level variable. Check the scope explicitly.