Hi all,
We are using Genesys Cloud with a Private Edge (BYOC) deployment in London. Our requirement is to export voice recordings from specific digital channels (WhatsApp and Web Chat) to an S3 bucket for legal discovery purposes. We have set up the S3 integration in the Admin portal and configured the IAM role with the necessary permissions (s3:PutObject, s3:ListBucket).
The issue arises when we initiate a bulk export job via the API (POST /api/v2/recordings/jobs). The job status moves to ‘inProgress’ but then fails after a few minutes with the error code EXPORT_FAILED and the message: “Access Denied. The provided credentials do not have sufficient permissions to write to the specified S3 path.”
We have verified the following:
- The IAM role ARN is correctly entered in the Genesys Cloud S3 integration settings.
- The trust policy on the role allows
sts:AssumeRolefrom the Genesys Cloud service principal. - The S3 bucket policy allows write access from the VPC endpoint associated with our Private Edge.
- We can successfully write test files to the same S3 path using AWS CLI with the same IAM role credentials.
However, when Genesys Cloud attempts to push the recording metadata and audio files, it fails. I suspect there might be an issue with how the Private Edge handles the STS token exchange or if there is a specific path prefix restriction I am missing.
Has anyone encountered this specific 403 error with Private Edge S3 exports? Are there any audit trail logs or specific headers we should check to see exactly which IAM action is being denied?
Any advice on troubleshooting the chain of custody validation during the export process would be appreciated.