Anyone know why the Data Action consistently times out when attempting to export WhatsApp transcript metadata for legal discovery requests?
The current workflow utilizes a Genesys Cloud Data Action configured to trigger upon the completion of a bulk export job. The goal is to ingest the exported JSON metadata files from the BYOC S3 bucket into a local Elasticsearch cluster for rapid search capabilities during legal hold processes. The environment is running Genesys Cloud version 2024-08, and the Data Action uses the standard HTTP POST method to send the export job ID to our internal API endpoint. The issue arises specifically with digital channels, particularly WhatsApp interactions. While voice recording exports process without incident, the WhatsApp transcript exports fail with a 504 Gateway Timeout error within the Data Action execution logs. The internal API logs indicate that the request is received but the response from the Genesys Cloud API, specifically the GET /api/v2/recordings/exports/{exportJobId} endpoint, does not return within the configured 30-second timeout window of the Data Action. This delay occurs even though the bulk export job status in the Genesys UI shows as ‘completed’ several minutes prior. The payload includes the conversation_id and channel_type parameters, which are correctly formatted. We have verified that the S3 bucket policy allows read access and that the network connectivity between the Genesys Cloud environment and our internal API is stable. The problem persists regardless of the number of transcripts in the batch, suggesting it is not a data volume issue but rather a latency problem specific to the digital channel metadata retrieval. We are concerned about the chain of custody integrity if the metadata ingestion fails intermittently. Any insights on optimizing the Data Action timeout settings or alternative methods to retrieve completed export metadata without triggering a timeout would be appreciated. The current setup works for voice but fails reliably for WhatsApp, indicating a potential disparity in how the API handles digital channel export metadata retrieval versus traditional voice recordings.