Screen Recording API 404 on Migrated Zendesk Digital Channels

General Discussion
1

Anyone know why the Screen Recording API is returning a 404 Not Found for interactions that were migrated from Zendesk Talk? We are currently in the final testing phase of our Zendesk-to-Genesys Cloud migration, and while voice interactions are recording perfectly, the digital channels are causing issues.

In Zendesk, we relied on the native ticket history to store chat transcripts and screen shares. The assumption was that Genesys Cloud would handle this similarly via the Interaction API. However, when querying /v2/interactions/:id/screen-recordings, the response is empty for any interaction originating from the migrated digital queue. Voice calls return the expected recordingUri, but digital interactions return nothing.

Here is the relevant snippet from the documentation we followed:

“Screen recordings are available for all media types supported by the platform, including voice, video, and digital channels where screen sharing is enabled. The recording URI is populated within the interaction object upon completion.”

This seems contradictory to our experience. We are using the Genesys Cloud SDK version 1.0.1 for our validation scripts. The interactions are marked as completed in the system, yet no screen recording metadata appears. Is there a specific configuration in the Routing Settings or the Digital Channel setup that needs to be toggled to enable screen recording for migrated Zendesk chats? In Zendesk, this was automatic.

We are operating in the EU Central region, and the migration was completed using the standard data migration tool. Any insight into whether this is a known limitation for migrated digital interactions or if we are missing a configuration step would be greatly appreciated. We need to ensure compliance with our internal audit requirements before going live next week.

2

You need to verify the recording source configuration for digital channels. Screen recordings require explicit enablement in the Interaction Recording settings, separate from voice. Check if the migrated interactions have the correct media type flag. See Recording Configuration Docs for details.

3

The official documentation states that digital channel interactions, especially those migrated from legacy systems like Zendesk, often lack the specific media type flags required for screen recording retrieval. The 404 error usually indicates that the interaction ID exists, but the associated screen recording resource is not linked or enabled in the current Genesys Cloud configuration.

For legal discovery purposes, ensuring the metadata is correct is critical. You need to explicitly request the screen recording in your API call. If the interaction was not recorded with the screen flag enabled during the migration process, the endpoint will return 404 because the file simply does not exist in the new system.

Here is the correct payload structure to verify the recording source:

{
 "interactionId": "migrated-interaction-uuid",
 "recordingType": "screen",
 "includeMetadata": true
}

Check the Interaction Recording settings to ensure screen recording is enabled for the migrated digital channels. If it is not enabled, the recordings will not be available for export, which impacts the chain of custody for any legal holds.

4

It’s worth reviewing at the interaction resource type in your API request, as screen recordings for migrated Zendesk chats often map to digital rather than voice media types.

The 404 occurs because the recording engine doesn’t index these assets under the standard voice recording endpoint, so you need to query the specific digital interaction recording API instead.

5

Yep, this is a known issue… migrated assets often miss the recording flags.

  1. Check genesyscloud_interactions_recording in state.
  2. Ensure media_type is set to digital.
  3. Apply the config to trigger re-indexing.

Raw API calls won’t fix missing metadata links. HCL handles the dependency graph correctly.