S3 Export 403 on Legal Hold Digital Chats - Policy Mismatch?

Administration
1 
Error: 403 Forbidden
Message: Access Denied
Context: PUT object to s3://legal-hold-eu-west-2/chat-transcripts/2023-10-27/

The bulk export job for digital channel interactions under legal hold is failing when pushing to our private AWS S3 bucket in the Europe/London region. The job completes successfully in the Genesys Cloud UI, showing status “Completed”, but the final transfer to S3 fails with a 403 error.

This is specific to chat transcripts and web messenger metadata. Voice recordings export without issue. The S3 bucket policy allows PutObject and ListBucket for the IAM role attached to the BYOC configuration. The role ARN matches exactly what is configured in the Genesys Cloud admin console.

Steps to reproduce:

  1. Create a new bulk export job via /api/v2/analytics/bulk-data/export-jobs.
  2. Set scope to digital_channels and filter by legal_hold status.
  3. Select destination as BYOC S3 bucket (Region: eu-west-2).
  4. Wait for job to finish processing in Genesys.
  5. Check S3 bucket. No new objects appear. Job status in Genesys updates to “Error” after ~5 mins.

Audit logs show the export job generates the manifest file correctly. The failure happens only at the upload stage. We have verified the S3 bucket policy allows the specific IAM role to write objects. The role has been tested manually via AWS CLI and works fine.

Is there a known issue with how Genesys Cloud handles the temporary credentials for S3 uploads when dealing with legal hold metadata? The metadata payload is larger than usual, containing full transcript text. Could the size be causing a timeout that results in a 403 instead of a 504?

Environment:

  • Genesys Cloud: Latest production
  • Region: Europe/London
  • SDK: Python 3.9
  • S3 Bucket: eu-west-2
  • IAM Role: Custom role with S3 PutObject permission

Any insights would be appreciated. This is blocking our legal discovery workflow.