Could someone clarify why the Bulk Export API returns a 400 Bad Request when attempting to include screen recording assets alongside chat transcripts for a specific legal hold? The request works perfectly for voice recordings, but adding the screen media type causes immediate failure.
We are processing a discovery request that requires the complete interaction history, including desktop screens shared during agent-assisted sessions. The JSON payload includes the correct legal_hold_id and the date range matches our retention policy. However, the error response indicates an InvalidMetadataFilter specifically related to chain_of_custody fields.
Environment Details:
- Platform: Genesys Cloud CX
v2023.12 - API Endpoint:
/api/v2/recordings/bulkexport - SDK: Python
genesyscloud-sdk-python v1.35.0 - Region:
us-east-1(Data residency for legal compliance)
The error log snippet:
{
"message": "Invalid metadata filter for media type 'screen'. Required field 'custody_hash' is missing or malformed.",
"status": 400,
"code": "invalid_filter"
}
Our understanding is that screen recordings do not generate a custody_hash in the same way voice files do, as they are stored as fragmented MP4 segments in the S3 bucket rather than a single continuous WAV. We have verified the S3 integration permissions, and the aws:PutObject policy allows writing. The issue seems to be strictly within the metadata generation layer of the export job.
Is there a specific parameter to bypass the custody hash requirement for digital channel screen assets? Or is this a known limitation where screen recordings must be exported separately from the transcript and voice data? We need to maintain the single-export-chain for audit trails, so splitting the jobs is not ideal for our legal team’s workflow.
Any insights on how to structure the metadata_filters for mixed media types would be appreciated. We are under pressure to resolve this before the end of the quarter.