Hey everyone, I’ve run into a really strange issue with the Genesys Cloud Recording API (v1) when exporting screen recordings for legal discovery. We are pulling data for a specific case involving digital channel interactions, and the bulk export job is consistently dropping the legal_hold flag from the metadata JSON for screen recording segments. Voice recordings export correctly with the flag intact, but screen captures generated via the BYOC trunk context seem to lose this attribute during the S3 upload process.
The environment is set up with a dedicated S3 bucket for archival, and the integration uses IAM roles with strict permissions. The issue appears specifically when the recording duration exceeds 15 minutes, which aligns with our typical screen share sessions for complex troubleshooting. Shorter clips export fine, but anything longer triggers the metadata truncation. We need this flag for chain of custody compliance, so the current behavior is blocking our ability to certify the data for external legal teams.
Here is what we have verified so far:
- Checked the raw API response from
/api/v2/recordingsbefore the bulk job processes the data. Thelegal_holdflag is present and set totruein the initial query, suggesting the issue occurs during the aggregation or S3 transfer stage rather than at the source. - Reviewed the S3 bucket policy and the IAM role attached to the Genesys Cloud integration. All permissions are correct, and no custom metadata stripping is occurring at the storage level. The issue persists even when we manually trigger a small test export of a single long-duration screen recording.
We are using the latest version of the Recording API and have confirmed that the Architect flow capturing the screen session is using the standard media profile. Has anyone seen this specific behavior with screen recordings versus voice recordings? We are considering switching to a different export method, but the bulk job is the only way to handle the volume of data we need for this case.