Context:
Just noticed that the conversation_start_reason field is consistently null in the JSON payload when exporting recent bot interactions via the Recording API. This is critical for our legal discovery workflow, as we need to distinguish between inbound user-initiated chats and outbound bot pings for chain of custody documentation.
Environment details:
- Tenant: Genesys Cloud EU-WEST-1
- SDK: Python v2.1.0
- Export Type: Bulk export job for Digital Channels (Webchat + Bot)
- Architect Flow: Standard IVR handoff to Bot, then transfer to Agent.
The voice call exports include this metadata correctly. However, for digital channels, specifically those involving the bot engine, the field remains empty despite the include_metadata flag being set to true in the export request body. The interaction_type shows as bot, and the transcript is complete, but the initiation reason is stripped.
Question:
Is this a known limitation of the Recording API for bot-mediated sessions, or is there a specific configuration in the Architect bot flow that needs to be enabled to propagate this metadata to the export layer? We need this data point for compliance audits.