Looking for advice on a persistent issue with the bulk export of outbound dialing interactions for legal discovery. The system fails to process digital channel messages when the export job includes specific metadata fields required for our chain of custody audit trails.
Error: 400 Bad Request - Invalid filter criteria for digital channel interactions
Environment:
- Genesys Cloud EU-West-1
- Recording Export API v2
- Python SDK 2.14.0
- S3 Integration Active
- Outbound Dialing Campaign: “Legal_Notice_2024”
The issue occurs when attempting to export WhatsApp and SMS transcripts generated by outbound dialing campaigns. The export job initializes successfully but fails during the processing phase. The error response indicates that the filter criteria used for digital channel interactions are invalid, specifically referencing the mediaType and interactionType fields.
The API request payload includes the following filters:
{
"dateFrom": "2024-10-01T00:00:00Z",
"dateTo": "2024-10-31T23:59:59Z",
"mediaType": "digital",
"interactionType": "outbound",
"campaignId": "12345-67890-abcde"
}
Voice recordings from the same campaign export without issue. The problem is isolated to digital channels. The metadata required for legal hold includes the sender ID, recipient ID, and timestamp, which are present in the interaction data but not included in the export file. The export file contains only the message content and a generic interaction ID, which is insufficient for our audit trail requirements.
The Architect flow handling the outbound dialing correctly tags the interactions with the campaign ID. The issue seems to be with the Recording Export API’s handling of digital channel metadata in bulk export jobs. The error message does not provide specific details on which filter criterion is invalid. The request works for voice recordings but fails immediately for digital channels.
Has anyone encountered a similar issue with outbound dialing digital channel exports? Any insights into the correct filter criteria or metadata fields required for legal discovery would be appreciated. The current setup blocks our ability to meet regulatory deadlines for data retention and discovery requests.