I handle legal discovery requests for our enterprise. We recently deployed WhatsApp via the Genesys Cloud integration, heavily utilizing the ‘Interactive Messages’ feature (List Messages and Quick Reply buttons) to deflect common queries.
When I run a Recording Bulk Export job to pull the JSON transcripts for a legal request, the standard text messages from the customer are there. However, when the customer tapped a ‘Quick Reply’ button, the transcript just shows a generic <Interactive Message> tag instead of the actual button text they pressed. I need to prove legally exactly which option the customer selected. How do I get the API to export the underlying payload of those interactive WhatsApp responses?
The standard Recording Bulk Export API simplifies the JSON output for readability, which is why it strips out the complex interactive payloads. If you need the raw button responses, you have to query the ‘Conversations API’ directly instead of using the Bulk Export tool. Use GET /api/v2/conversations/messages/{conversationId}. The resulting JSON will contain an events array that holds the raw postback payload from WhatsApp, which includes the exact id and text of the button the user clicked.
Just adding a WFM perspective to this because it affects our forecasting too!
The point above is correct, but be aware that querying the Conversations API directly means you have to parse that massive JSON payload yourself. If you are doing this frequently for legal requests, you should set up an AWS EventBridge integration subscribing to the v2.detail.events.conversation.{id}.messages.details topic. You can have a Lambda function listen for those specific WhatsApp postback events in real-time and write the exact button text into a flat CSV or a DynamoDB table, making your legal discovery process instant instead of having to retroactively poll the API.