Could someone explain why predictive routing sessions appear in the UI but are missing from our S3 bulk export jobs? The chain of custody audit fails when these digital channel recordings are absent.
The metadata payload is incomplete. Is this a known limitation with the current SDK version?
The official documentation states that predictive routing sessions for digital channels like WhatsApp are treated differently than voice recordings in the bulk export system. The Recording API focuses on audio files, while digital interactions are handled by the Messaging API. This explains the metadata gap in the S3 manifest.
To capture these sessions, you need to switch your export strategy. Use the Messaging API to query for completed digital conversations. Then, download the transcripts and metadata separately.
| Requirement | Value |
|---|---|
| API Endpoint | /api/v2/messaging/conversations |
| Date Range Limit | < 24 hours |
| Pagination | Required for high volume |
Make sure to split the query into smaller time windows if you hit the rate limits. I see this often in load tests where the concurrent request volume exceeds the default WebSocket limits. Check the connection pool settings in your JMeter config to avoid 429 errors. The data will be there, just not in the recording bucket.
Check your ServiceNow Data Action configuration for the digital channel metadata.
conversation_id directly to the ServiceNow incident table via a webhook.transcript_url and routing_score fields.