Quality Evaluation API returns 400 for Digital Channel Conversations

Genesys Cloud WFM
1

Looking for advice on a persistent integration failure when attempting to fetch quality evaluations for WhatsApp and Chat interactions via the Quality API.

Background

Our legal discovery team requires a complete audit trail of all quality scores associated with digital channel conversations to ensure chain of custody compliance. We have successfully implemented bulk export jobs for voice recordings using the Recording API and S3 integration. However, we are now attempting to correlate these exports with quality evaluation data for digital channels. The environment is Genesys Cloud EU (London timezone), running the latest available API versions. We are using Python 3.9 with the official Genesys Cloud SDK.

Issue

When calling GET /api/v2/quality/evaluations with a filter for conversationId belonging to a WhatsApp session, the API consistently returns a 400 Bad Request error. The error payload indicates:

{
 "code": "invalid_argument",
 "message": "Conversation type 'whatsapp' is not supported for quality evaluation retrieval via this endpoint."
}

This is unexpected because we can see the quality evaluations manually in the Genesys Cloud Admin UI under the Quality Management tab. The evaluations are created by our standard digital channel quality forms, which include specific fields for agent adherence and customer sentiment. The issue appears specific to non-voice channels. Voice conversation IDs return the evaluation data correctly with a 200 OK status.

Troubleshooting

  1. Verified that the user credential used for the API call has the quality:evaluation:view permission.
  2. Confirmed that the quality forms are explicitly assigned to the digital channel workforce management groups.
  3. Checked the conversationId format. It matches the standard UUID format seen in the Conversation API logs.
  4. Attempted to fetch evaluations using the GET /api/v2/quality/evaluations/{evaluationId} endpoint directly. This also fails with a 404, suggesting the evaluation ID generation or storage might differ for digital channels, or there is a backend indexing issue.

Has anyone successfully retrieved quality evaluations for WhatsApp or Chat via the API? Is there a separate endpoint or a specific parameter required for digital channel metadata?