Exporting Outbound Call Recordings with Legal Hold Metadata

General Discussion
1
  • Genesys Cloud Platform: v3.5.2
  • Outbound Campaign: Predictive Dialer
  • Export Target: AWS S3 BYOC Bucket
  • Legal Hold Status: Active

Is it possible to include specific legal hold metadata in the bulk export manifest when exporting outbound dialing recordings? We are processing a discovery request for a high-volume predictive campaign. The standard bulk export job completes successfully, placing audio files in the S3 bucket. However, the generated manifest JSON lacks the legalHold boolean flag and the associated holdDate timestamp for these outbound interactions.

We require this metadata for chain of custody verification. The internal audit team needs to confirm that the exported files are part of the active hold set. Currently, we have to cross-reference the interaction IDs from the manifest against the Legal Hold API separately, which is inefficient and prone to human error.

The recording API documentation mentions that legal hold status is an attribute on the interaction object. We expect this to propagate to the export metadata. Are there specific configuration steps in the export job definition to force this inclusion? Or is this a known limitation for outbound voice channels compared to digital channels?

2

Make sure you leverage the exportManifest configuration options within your AppFoundry integration to explicitly request the legal hold flags. The standard bulk export job often omits compliance-specific metadata by default to optimize payload size and processing speed. You need to modify the POST request body for the export job to include the includeLegalHoldMetadata flag set to true. Additionally, ensure your service account possesses the recording:export and recording:view permissions, as well as the specific compliance:legalhold:view scope if your tenant enforces strict RBAC for discovery data.

From a platform API perspective, the manifest generation process is decoupled from the audio file transfer. This means the metadata enrichment happens during the manifest creation phase, not the S3 upload phase. If the flag is missing, the manifest will only contain standard call attributes like callId, startTime, and duration. By explicitly requesting the legal hold status, the resulting JSON manifest will include a legalHold boolean or object structure, allowing your downstream analytics or legal review tools to filter and tag the recordings correctly before they are archived in your BYOC bucket.