Stuck on Webchat bulk exports where the resulting JSON lacks the required audit trail timestamps for legal discovery. The API returns 200 OK, but the recording_metadata object is empty despite the media file existing in the S3 bucket. Is this a known issue with the current SDK version or a misconfiguration in the digital channel settings?
It depends, but generally…
Cause:
The discrepancy between the media file presence and the empty metadata object often stems from how the digital channel’s retention policies interact with the performance dashboard’s export logic. The system may be generating the recording artifact correctly, but the associated audit trail fields-specifically the chain of custody timestamps-are not being populated in the standard JSON payload if the conversation is routed through a virtual agent node before transferring to a human agent. This creates a gap in the metadata chain.
Solution:
Verify the Architect flow configuration. Ensure that the “Transfer to Human” node explicitly preserves the original session context. In the Performance dashboard settings, check if the “Digital Conversation Detail View” is configured to include extended metadata for hybrid channels. If the issue persists, manually trigger a metadata refresh via the admin console for the affected date range. This forces the platform to reconcile the S3 bucket contents with the database records, often populating the missing fields.