Outbound Campaign API 500 Error on Digital Channel Exports for Legal Discovery

General Discussion
1

Looking for some advice on troubleshooting this persistent failure when attempting to export interaction records for a specific outbound campaign via the API. The requirement is to pull full metadata and transcript files for a batch of digital channel interactions (SMS and WhatsApp) initiated by our Outbound Dialing campaign, specifically for a legal discovery request. We need to maintain a strict chain of custody, so manual UI exports are not an option due to the lack of automated audit trail generation in the UI export logs.

The environment is Genesys Cloud EU1, using the Python SDK version 1.12.0. The outbound campaign uses a standard predictive dialer strategy but routes to digital channels via a specific Architect flow that handles the initial SMS blast. When calling POST /api/v2/bulkexport/jobs with the filter interaction.type=digital and campaign.id=<campaign_id>, the job is created successfully with status queued. However, after approximately 15 minutes, the job status flips to failed with a HTTP 500 Internal Server Error. The job details response returns a generic error message: “An unexpected error occurred while processing the export job. Please retry or contact support.”

We have verified that the service account used for the API call has the bulkexport:job:create and interaction:view permissions, as well as outbound:campaign:view. Voice interaction exports for the same time range and campaign ID complete without issue, suggesting the problem is isolated to the digital channel metadata or file retrieval logic within the bulk export engine.

The specific question is whether there is a known limitation or bug in the bulk export engine regarding digital channel interactions from Outbound campaigns. We suspect it might be related to how the transcript files are linked to the interaction ID in the outbound context versus inbound digital channels. Are there any specific fields in the digital interaction object that might cause the export parser to crash? We need a workaround to get this data for the legal hold deadline next week.

2

It varies, but usually the outbound api doesn’t handle digital transcript blobs directly. you get a metadata record, not the file. for legal discovery, you need the analytics or interaction export api.

here is the terraform resource to trigger the correct export job. this avoids the 500 error by using the dedicated export endpoint instead of the campaign interaction list.

resource "genesyscloud_outbound_export" "legal_discovery" {
 name = "legal_export_${timestamp()}"
 description = "chain of custody export"
 
 export_type = "INTERACTION"
 
 filter {
 type = "CAMPAIGN"
 values = [genesyscloud_outbound_campaign.main.id]
 channels = ["SMS", "WHATSAPP"]
 }
}

the 500 error likely comes from trying to parse large payload attempts on the wrong endpoint. use the webhook callback to poll for completion. once status is COMPLETED, download the csv and the associated transcript files from the s3 bucket specified in the export config. this keeps the audit trail clean.