S3 Export Job Fails with 403 on Legal Hold WhatsApp Metadata

Administration
1

Looking for advice on a permission error during bulk exports for legal discovery.

  • The Create Recording Export Job API returns a 403 Forbidden error.
  • This happens only when exporting WhatsApp digital channel recordings with legal hold metadata.
  • The S3 bucket policy allows write access from the Genesys Cloud service principal.
  • Standard voice recording exports to the same bucket succeed without issues.
  • The error occurs at the job initiation phase, not during the file transfer.
  • We are using the Genesys Cloud Recording API v2 endpoints.
  • The payload includes specific filters for channel_type: whatsapp and legal_hold: true.
  • Audit logs show the job is created but immediately fails with a security exception.
  • The environment is EU-West region, compliant with GDPR requirements.
  • We need to preserve the chain of custody for these specific digital interactions.
  • Has anyone configured S3 integration for WhatsApp legal holds successfully?