We are migrating WhatsApp interactions to a new Architect flow. The current setup uses the default recording action, but the exported JSON lacks the specific custom attributes required for our chain-of-custody documentation. This causes failures during the legal hold validation process in London.
The recording ID exists, but the associated metadata is sparse. Is there a specific configuration in the Architect recording action or a separate API call needed to capture the full message payload for digital channels before the bulk export job runs?
If I remember correctly, you need to enable include_custom_attributes in the recording action settings. The default payload often strips these fields to save bandwidth, so check the JSON schema for the specific digital channel metadata keys.
You need to explicitly map the custom attributes within the “Add Attributes” or “Update Attributes” node immediately before the recording action is triggered. The default recording action in Genesys Cloud does not automatically ingest all custom digital channel metadata, especially for WhatsApp, which has a distinct payload structure compared to standard web chat or email. Simply enabling a flag is often insufficient if the attributes are not yet present on the interaction object at the moment the recording segment is finalized.
When managing high-volume digital interactions across multiple regions, I have observed that the metadata capture window is extremely narrow. If the custom attributes are added after the recording action initiates, they will not be embedded in the JSON export. This is a common pitfall when migrating from older architectures where metadata was appended post-interaction. To ensure chain-of-custody compliance, you must push the specific legal hold tags into the interaction attributes prior to the recording node.
Here is a typical flow adjustment:
- Receive WhatsApp message.
- Use a “Set Attributes” node to inject
legal_hold_id, custody_chain_ref, and originator_ip.
- Execute the “Record Interaction” action.
- Verify the JSON output contains these keys under the
attributes object.
Additionally, ensure that your BYOC trunk configuration (if voice bridges are involved) is not interfering with the digital channel routing, although this is less common for pure WhatsApp flows. The key is timing. The attributes must be resident on the interaction object when the recording service queries the state.
- Interaction attribute lifecycle
- JSON schema for digital channel recordings
- WhatsApp metadata payload structure
- Legal hold validation requirements
- Custom attribute mapping in Architect