Could someone explain the permission scope required for bulk export jobs targeting digital channels?
403 Forbidden Error on /api/v2/recordings/bulk-export
We are running a standard bulk export job to move WhatsApp interaction recordings and metadata to our S3 bucket for legal discovery. The job initiates correctly, but the process halts when attempting to fetch specific metadata fields, particularly those related to participant identity and channel-specific attributes. The error log shows a 403 Forbidden response from the platform API during the metadata retrieval phase.
Our configuration uses a service account with the ‘Recordings: Export’ and ‘Bulk Export: Manage’ roles. This same account successfully exports voice call recordings without issue. The problem appears isolated to digital channels like WhatsApp and Web Chat. We are using the latest version of the Bulk Export API as documented in the developer portal. The S3 bucket policy allows all writes from the service account’s IP range, and the S3 integration test passes successfully.
The specific failure occurs when the job tries to append the interaction_metadata payload to the S3 object. The error message in the job details states: “Access denied to requested metadata fields.” This suggests a mismatch between the service account’s permissions and the sensitivity level of digital channel data.
We have verified that the legal hold settings are correctly applied to the interactions in question. The audit trail shows the job requesting the metadata, but the platform blocks the response before it reaches S3. Is there a specific role or permission set required for digital channel metadata exports that is not covered by the standard ‘Recordings: Export’ role? We need to ensure chain of custody compliance for these legal requests, so manual workarounds are not acceptable. Any insights into the correct permission matrix for this scenario would be appreciated.