Dealing with a very strange bug here with our automated legal discovery pipeline for WhatsApp media. We are trying to export specific conversation artifacts to our BYOC S3 bucket for a pending litigation case.
Background
Our environment uses Genesys Cloud v2 API for bulk export jobs. The workflow triggers via a Data Action when a case is opened in our legal management system. This process works perfectly for voice recordings and SMS transcripts. The IAM role attached to the Genesys Cloud integration has full permissions for s3:PutObject and s3:GetObject on the target bucket. We are operating out of the London timezone, and the bucket is in eu-west-2.
Issue
The bulk export job initiates successfully, returning a 202 Accepted status. However, after approximately 15 minutes, the job status changes to FAILED. The error log in the Genesys Cloud admin portal shows a generic 403 Forbidden error specifically for the media asset type associated with WhatsApp channels. The text transcripts for the same conversations export without issue. The failure only occurs when the media attachments (images and PDFs) are included in the export scope.
Troubleshooting
- Verified the IAM policy attached to the Genesys Cloud service account. No restrictions on
eu-west-2or specific object keys. - Checked the S3 bucket policy. It allows access from the Genesys Cloud principal.
- Tested a manual upload of a similar image file to the same S3 path using the same credentials via AWS CLI. This succeeded without errors.
- Inspected the
bulkExportjob details viaGET /api/v2/recordings/bulkexport/{exportId}. The error message is minimal:{"code": "forbidden", "message": "Access denied for media asset."}. - Confirmed the WhatsApp channel configuration in Genesys Cloud is active and media handling is enabled.
Has anyone seen a specific permission mismatch between text and media assets for WhatsApp in bulk exports? Is there a separate permission required for media metadata retrieval?