Is it possible to retrieve comprehensive chain of custody metadata for digital channel transcripts via the Bulk Export API without triggering a validation error on the legal hold flags?
We are currently processing a legal discovery request that requires strict adherence to audit trail requirements for webchat and social media interactions. The goal is to export transcripts along with their associated interaction IDs, timestamps, and user agent strings, ensuring the data remains immutable and traceable for court submission.
The issue arises when attempting to filter exports by legal_hold=true using the Analytics API endpoint /api/v2/analytics/conversations/details/query. While the query executes successfully for voice interactions, digital channel queries return a 422 Unprocessable Entity error. The error response indicates that the legal_hold filter is incompatible with the digital channel type in the current schema version.
{
"code": "invalid_request",
"message": "Filter 'legal_hold' is not supported for channel type 'digital' in this query context.",
"details": "Remove the legal_hold filter or switch to voice channel type."
}
We have verified that the digital interactions are correctly tagged with legal hold status in the platform UI. The Bulk Export job itself initiates correctly when the filter is removed, but the resulting dataset lacks the critical metadata fields required for our chain of custody documentation. Specifically, the export_metadata object in the JSON output omits the legal_hold_applied_at and custodian_user_id fields for digital channels.
We are using the Genesys Cloud SDK for Python (version 2023.10.0) and have ensured that the service account has the conversation:read and analytics:read permissions. The environment is Genesys Cloud EU-West-1.
Is there an alternative API endpoint or a specific configuration in the Bulk Export job definition that allows for the inclusion of legal hold metadata for digital channels? We need to ensure the exported data meets the strict evidentiary standards required by our legal team. Any guidance on workarounds or known limitations would be appreciated.