Why does this setting break chain of custody for AI transcriptions?

Architect & Flows
1

Why does this setting prevent the inclusion of AI-generated metadata in our bulk recording exports? We are using the EU-West region with Genesys Cloud CX 2024.2. The S3 integration pulls audio files correctly, but the JSON manifest lacks the transcription confidence scores required for our legal hold audit trails. The API returns 200 OK, yet the data payload is incomplete. Need to ensure full compliance for discovery requests.

2

It depends, but generally… the S3 export endpoint does not merge AI metadata by default. You must enable the includeTranscriptionMetadata flag in the bulk export request body. Without this, the payload returns only audio links. Try adding "options": {"includeTranscriptionMetadata": true} to your JSON config. This ensures the confidence scores appear in the manifest for your legal hold audits.

3

Make sure you:

  • Verify the service account has transcription:read scope, otherwise the metadata flag is ignored silently.
  • Check if the transcription job status is completed before triggering the export, as pending jobs omit confidence scores.