Quick question, has anyone seen this weird error? with the Genesys Cloud Recording Bulk Export API when attempting to retrieve WhatsApp media attachments for a legal discovery request. The environment is a BYOC setup using AWS S3 as the storage backend, and we are using the standard v2 API endpoints for bulk exports.
The issue occurs specifically when the export job attempts to process digital channel recordings that are under a legal hold status. Voice recordings export successfully to the S3 bucket without issue, but the job fails for WhatsApp media files. The status of the individual export tasks flips to failed with the following error payload:
{
“statusCode”: 403,
“statusMessage”: “Forbidden”,
“message”: “Access Denied: IAM role lacks permission to access S3 object key for media attachment ID: wa_msg_12345”,
“details”: “Unable to retrieve metadata for digital channel recording.”
}
We have verified that the IAM role associated with the Genesys Cloud BYOC integration has s3:GetObject and s3:ListBucket permissions on the target bucket. The policy is not restricting access by prefix or tag, so it should be broad enough. However, the error suggests the platform is trying to access a specific object key that the role cannot reach, or perhaps the metadata pointer is incorrect.
Is there a known limitation with how the Bulk Export API handles media attachments for WhatsApp when legal holds are active? We are seeing this consistently across multiple export jobs initiated via the API. The recording_id exists in the system, and the media is playable in the UI, but the bulk export mechanism seems to lose the chain of custody link.
Any insights into whether this is an IAM configuration nuance or a platform-side bug with digital channel metadata resolution?