So I’m seeing a very odd bug with the digital channel export pipeline when processing legal discovery requests for WhatsApp interactions. The bulk job completes successfully via POST /api/v2/recordings/bulkexport, but the resulting JSON files in our S3 bucket lack the required chain of custody metadata fields like legal_hold_id and audit_timestamp. This breaks our compliance workflow for UK GDPR requests. The API response shows status 202 Accepted, yet the payload is incomplete. We are using the standard recording API v2 endpoints. Has anyone seen missing metadata fields specifically for digital channels while voice recordings export correctly? The environment is Genesys Cloud EU-West-1.
This is typically caused by the default export payload schema in Genesys Cloud not including custom metadata fields like legal_hold_id or audit_timestamp unless explicitly configured via a custom view or data action mapping. When migrating from Zendesk, one might expect ticket metadata to automatically attach to interaction exports, but Genesys Cloud handles this differently. The bulk export API strictly follows the recording view definition. If the view only contains standard fields (like media_type or duration), custom metadata is excluded.
To fix this, you need to define a custom view that includes these specific metadata fields. Here is the configuration step:
- Go to Admin > Architecture > Views.
- Create a new Recording View.
- Add the legal_hold_id and audit_timestamp fields to the view schema. Ensure these fields are populated during the initial interaction routing (often via a Data Action or Attribute set in the Architect flow).
{
"id": "your-view-id",
"name": "Legal Discovery View",
"type": "recording",
"schema": {
"fields": [
"id",
"media_type",
"duration_seconds",
"attributes.legal_hold_id",
"attributes.audit_timestamp"
]
}
}
Then, update your bulk export request to use this specific view:
POST /api/v2/recordings/bulkexport
{
"viewId": "your-view-id",
"s3Config": {
"bucket": "your-compliance-bucket",
"region": "eu-west-2"
}
}
In Zendesk, metadata was often tied directly to the ticket object. In Genesys Cloud, it’s part of the interaction attributes. If these attributes aren’t set during the flow, they won’t appear in any export. Double-check that your Architect flow is correctly setting these attributes before the recording is finalized. This ensures the JSON output in S3 contains the full chain of custody data required for GDPR compliance.
The root of the issue is that the standard bulk export mechanism for digital channels in Genesys Cloud operates on a fixed schema that does not inherently capture custom interaction metadata or external compliance tags like legal_hold_id unless those attributes are explicitly pre-populated into the interaction’s context via a Data Action before the export job initiates. Relying solely on the POST /api/v2/recordings/bulkexport endpoint will yield the default payload structure, which excludes any fields not natively part of the recording metadata object. To resolve this, you need to implement a real-time Data Action triggered by the conversation:updated or interaction:ended event for WhatsApp channels. This Data Action should query the custom attributes table or an external source to retrieve the audit_timestamp and legal_hold_id, then use the PUT /api/v2/analytics/interactions/summary/realtime endpoint (or the equivalent interaction update endpoint depending on your specific digital channel configuration) to inject these values into the interaction’s custom attributes map. Once the metadata is embedded directly into the interaction object within Genesys Cloud, the bulk export process will include these fields in the resulting JSON files. Alternatively, if modifying the interaction context in real-time is not feasible due to latency concerns, you can configure a scheduled Data Action that runs post-export to fetch the exported file IDs from S3, cross-reference them with your compliance database, and append the missing metadata to a separate compliance manifest file that your legal discovery workflow can then merge. However, the real-time injection method is generally more robust for GDPR compliance as it ensures data integrity at the point of capture. Ensure your ServiceNow integration is also updated to reflect these new field mappings if you are using it for ticket correlation, as the schema change will affect downstream REST API calls.