Predictive Routing Outbound Campaigns: Legal Hold Metadata in Bulk Exports

Is it possible to include legal hold status and chain of custody metadata in the bulk export results for recordings generated by Predictive Routing outbound campaigns?

We are managing a legal discovery request involving thousands of outbound calls. The standard bulk export job via the Recording API (/api/v2/recording/search) returns the audio files and basic transcript data, but it omits the specific metadata tags required for our audit trail. Specifically, we need the legal_hold_id and the associated retention_policy applied at the time of the call.

When we run a search query filtered by routing_campaign_id, the job completes successfully, but the resulting JSON manifest lacks these fields. We have verified that the metadata exists on the individual recording objects when queried via /api/v2/recordings/{recordingId}, but the bulk process seems to strip them out to optimize payload size. This creates a significant bottleneck for our legal team, as they must manually reconcile each file against the database to verify compliance.

We are operating in the Europe/London region, using the v2 API endpoints. The bulk export job ID format is standard, and we are piping the results directly to an S3 bucket. The issue is not with the data transfer but with the schema definition of the export payload.

Has anyone successfully configured a bulk export job to retain these specific legal metadata fields? Or is there a workaround, such as a post-processing script that can batch-update the metadata based on the recording IDs provided in the initial export? We need a reliable method to maintain the chain of custody without manually querying thousands of endpoints.

Make sure you define the legal_hold field in your Terraform recording template. The default bulk export schema omits these compliance tags.

resource "genesyscloud_recording_template" "legal" {
 name = "LegalHoldTemplate"
 fields = ["legal_hold", "chain_of_custody"]
}

Apply this template to the campaign search query. The API will then populate the required metadata in the resulting JSON payload.

You need to adjust the export configuration to explicitly include those compliance fields. The standard bulk export often strips non-essential metadata to keep payloads lightweight, which is why the legal hold tags are missing.

Cause:
The default schema for /api/v2/recording/search exports prioritizes audio and basic transcript data. It does not automatically propagate custom compliance tags like legal_hold or chain_of_custody unless they are explicitly defined in the recording template applied to the campaign.

Solution:
Use the Terraform recording template approach suggested above, but ensure you also update the campaign’s search filter to target recordings created under that specific template.

resource "genesyscloud_recording_template" "legal" {
 name = "LegalHoldTemplate"
 fields = ["legal_hold", "chain_of_custody"]
}

After applying this, run a test export on a small subset of calls. Verify the JSON payload includes the legal_hold object before proceeding with the full bulk download. This ensures your audit trail remains intact without overwhelming the API with unnecessary data.