Hi all,
We are encountering a significant data integrity issue when exporting recordings from our Outbound Dialing campaigns for legal discovery requests. Our environment is Genesys Cloud (London region, standard cloud). The specific problem is that while voice recordings from IVR interactions export correctly with full metadata, recordings associated with digital channel handoffs (specifically WhatsApp and Web Chat initiated via Outbound) are missing critical metadata fields in the bulk export JSON.
We are using the Bulk Export API v2 to trigger these jobs. When we filter by campaignId, the resulting S3 bucket objects contain the audio files, but the accompanying metadata.json files lack the channel identifier and originatingUserId for the digital interactions. The recordingId is present, but without the channel context, we cannot establish the chain of custody required for our legal hold processes.
We have verified that the recordings exist in the platform UI and contain the correct metadata there. The issue appears isolated to the bulk export mechanism for these specific hybrid campaign recordings. We are using the standard S3 integration for export, and the IAM policy has full read access.
Has anyone experienced similar metadata stripping or omission for digital channel recordings exported via Outbound campaigns? We need to ensure the exported data matches the platform UI for audit trail purposes. Any insights into known limitations with the Bulk Export API regarding digital channel metadata in Outbound contexts would be appreciated.