Does anyone know why recordings generated by Outbound campaigns are consistently excluded from our bulk export jobs, even when the include_recordings parameter is set to true? We are running a strict legal discovery workflow where chain of custody is paramount. The issue appears specific to digital channel interactions routed through Outbound, whereas inbound voice recordings export correctly with full metadata.
We are using the Recording API v2 to trigger these exports. The system logs show the export job completes successfully, but the resulting S3 bucket contains no audio files for the outbound WhatsApp or SMS sessions. The metadata JSON files are present, but the recording_url field is null.
Here is the payload structure we are sending to the /v2/recording/bulkexport endpoint:
job_name: "legal_discovery_outbound_jan2024"
include_recordings: true
channels:
- "whatsapp"
- "sms"
campaign_ids:
- "camp_outbound_digital_01"
time_range:
start: "2024-01-01T00:00:00Z"
end: "2024-01-31T23:59:59Z"
retention_days: 365
The Architect flow for this campaign correctly sets the recording_enabled attribute. We have verified that the recordings are playable within the Genesys Cloud UI for individual interactions. However, when the bulk export process runs, it seems to skip these specific channel types. We are on Genesys Cloud Platform version 2024.01 (release 145.0).
Is there a known limitation with Outbound digital channel recordings and the bulk export API? Or are we missing a specific configuration flag in the Outbound campaign settings that links the recording asset to the exportable metadata? We need to ensure all interactions are captured for audit trails. Any insight into the underlying storage mechanism for outbound digital recordings would be appreciated.