S3 Integration Fails: Bulk Export Jobs Missing Legal Hold Metadata for WhatsApp

Administration
1

Stuck on a critical compliance gap in our automated legal discovery workflow for digital channels. We are triggering bulk export jobs via the Genesys Cloud Recording API for WhatsApp conversations tagged with legal_hold status. The API returns a standard 200 OK, and the job completes successfully, but the resulting JSON manifests uploaded to our S3 bucket lack the necessary legal_hold metadata fields. This breaks our chain of custody audit trail, as the exported payloads do not reflect the hold status applied during the interaction. We are using the latest stable version of the Recording API and have verified that the source conversations in the UI correctly display the legal hold tag. The S3 integration credentials are valid, and other non-held recordings export without issue. Is there a known limitation with digital channel metadata propagation in bulk exports, or are we missing a specific query parameter in the export job definition? We need to ensure all exported artifacts maintain strict regulatory compliance for ongoing litigation. Any insights on how to force the inclusion of these specific metadata tags in the S3 payload would be appreciated. We have checked the audit logs, but they do not provide details on why the metadata was stripped during the export process.

2

I think the Recording API does not propagate custom metadata to the S3 manifest by default. 1. Map the legal_hold attribute in the Data Action. 2. Ensure the webhook payload includes the metadata key. 3. Verify the S3 bucket policy allows the specific tag.

3

Check your data action configuration first. the suggestion above is right, but the mapping syntax is where most people drop the ball. here’s the working snippet for the Genesys Cloud data action to force that tag into the manifest.

  • create a new data action. set the trigger to RecordingCreated.
  • in the actions tab, add SetField.
  • target the custom_metadata object.
  • map the source tags array to include legal_hold if it exists.
{
 "name": "EnrichLegalHold",
 "actions": [
 {
 "type": "SetField",
 "field": "custom_metadata.legal_hold_status",
 "value": "{{#if contains(tags, 'legal_hold')}}true{{else}}false{{/if}}"
 }
 ]
}

also make sure the S3 export template explicitly references this custom field. if the template doesn’t ask for it, the API won’t send it. default manifests are bare bones. you have to pull the data out.

we saw this exact issue with whatsapp voice notes last month. the api returns 200 because the job ran, but the payload was empty of custom keys. adding this data action fixed the chain of custody gap immediately. no need to wait for support tickets. just update the action and re-run a test export.

4

Have you tried binding the legal_hold flag directly in the data action script?

  • add a SetField action targeting metadata.custom.legal_hold
  • map it to conversation.tags.legal_hold
  • ensure the field is included in the S3 manifest schema
5

Make sure you…

check the bucket policy. if the tags aren’t whitelisted in the S3 config, the manifest strips them regardless of what the API sends.

also watch for ACMA retention rules. storing raw WhatsApp data without proper encryption in S3 can trigger compliance flags here in AU.