Context:
Exporting WebRTC softphone sessions for a legal discovery request on EU1. Using the bulk export API, but the resulting JSON manifests lack conversation_id for 15% of files. This breaks our chain of custody scripts. Environment is Genesys Cloud v2023.11.
Question:
Is there a known delay in metadata propagation for WebRTC exports? The recordingId exists, but the join key is null. We need a reliable way to map these files to agent transcripts for the court case.
The problem is likely that the asynchronous nature of how recording metadata is indexed versus when the bulk export job triggers. In load testing scenarios, we often see a similar lag where the conversation_id is not immediately available in the manifest even if the recordingId exists. The system needs time to process the WebRTC stream and link it to the interaction record. Try adding a delay or a retry loop in your export script that checks for the presence of the conversation_id before proceeding. You can query the /api/v2/recordings/recordings/{recordingId} endpoint directly to verify if the metadata has propagated. If the ID is still null after a few minutes, it might be a specific issue with the WebRTC client version or the recording server configuration. Also, ensure your bulk export filter includes the correct date range and status, as pending recordings might not have full metadata yet. A common fix is to wait until the recording status is “completed” before attempting the export mapping.
The best way to fix this is to bypass the bulk export manifest entirely and pull the metadata directly from the Conversations API using the recordingId as the lookup key. When dealing with WebRTC streams, the indexing pipeline often lags behind the actual file generation, which is why the conversation_id appears null in the initial export batch. By fetching the interaction details via GET /api/v2/conversations/{conversationId}, you can retrieve the correct join keys even if the bulk export hasn’t fully indexed them yet. This approach aligns better with how we handle schedule adherence mismatches-always verify the source of truth rather than relying on aggregated reports. Check the documentation here: https://developer.genesys.cloud/api-docs/conversations/recording-metadata. This method ensures your chain of custody scripts get the reliable mapping they need without waiting for the background indexer to catch up. It’s a bit more API calls, but it’s significantly more reliable for legal holds.
The easiest fix here is this is…
Cause: WebRTC metadata indexing lags behind file availability in the bulk export manifest.
Solution: Query GET /api/v2/recordings/{recordingId} directly to retrieve the conversation_id rather than relying on the asynchronous export job.