{
"error": "MissingRequiredField",
"message": "The 'media_type' field is required for digital channel exports but was not found in the conversation object.",
"conversation_id": "conv_webchat_88921",
"export_job_id": "job_legal_hold_223"
}
We are experiencing a critical failure in our legal discovery pipeline. When initiating bulk export jobs specifically for Webchat conversations via the /api/v2/analytics/conversations/export endpoint, the job fails during the validation phase. The system reports that the media_type field is missing from the conversation object, even though these are clearly digital channel interactions.
Our environment is configured in the Europe/London region. We are using the standard legal hold export configuration, which previously worked for voice calls. However, for Webchat, the metadata seems incomplete. We need the full chain of custody, including the raw transcript and associated media metadata, for compliance purposes.
Genesys Cloud Documentation Note:
“Digital channel conversations, including Webchat and Messaging, must include a validmedia_typeenumeration in the export manifest to ensure proper indexing and retention policy application.”
We have verified that the conversations exist and are tagged correctly for legal hold. The issue appears to be specific to the Webchat media stream metadata not being populated correctly during the export job initialization. This is blocking our ability to produce evidence for an ongoing discovery request.
Has anyone encountered this specific MissingRequiredField error for Webchat exports? Is there a known issue with the current API version regarding digital channel metadata? We need to resolve this urgently as our export window is closing. Any insights into the required payload structure or known bugs in the export API for Webchat would be appreciated.