Running into a significant data integrity issue with the Bulk Export API for digital channels (specifically WhatsApp and SMS) in the London region (v2024.02). The requirement is to export message transcripts for a legal discovery request, ensuring the chain of custody is maintained via immutable S3 storage.
The export job completes successfully, and the JSON payload contains the message content. However, the timestamp field in the exported JSON does not match the event-time metadata tag written to the S3 object upon upload. The discrepancy is approximately 45 minutes. This gap is causing issues with the audit trail verification process, as the legal team requires the export timestamp to align precisely with the message receipt time recorded in the Genesys Cloud interaction logs.
Has anyone observed this latency in the S3 integration for digital channels? The voice recording exports are aligning correctly, which suggests the issue might be specific to the digital channel export pipeline or the way the API handles timezone conversion for the metadata tags.
Steps taken so far:
- Verified the Architect flow settings; the ‘Export Recordings to S3’ action is configured to use UTC for all timestamps.
- Checked the S3 bucket policy; no custom lifecycle rules are modifying the metadata.
- Compared the
idof the interaction in Genesys Cloud with the S3 object key; the mapping is correct, but the time fields diverge.
The error is not a failure to export, but a failure to preserve accurate temporal metadata. This is critical for compliance. Is there a known delay in the digital channel export processing that affects the metadata generation? Or is this a configuration issue in the Bulk Export API parameters? Any insights into how the timestamp is calculated for the S3 metadata tag versus the JSON payload would be appreciated.