Archiving Genesys Cloud Web Messaging Conversations to Azure Blob Storage with Go

What You Will Build

• A Go worker that subscribes to Genesys Cloud interaction completion events via WebSockets and processes webchat conversations.
• The worker fetches conversation transcripts using the Conversation API, redacts PII using a regex engine, compresses the payload with GZIP, and uploads it to Azure Blob Storage with immutable retention policies.
• The worker updates Genesys Cloud interaction attributes to store the Azure Blob URI for audit trails.
• Language: Go 1.21+

Prerequisites

• Genesys Cloud OAuth Machine-to-Machine client with scopes: conversation:view, conversation:write, events:subscribe
• Azure Storage Account with Blob service enabled and BlobImmutabilityPolicy permissions
• Go 1.21 or later installed
• External dependencies: github.com/gorilla/websocket, github.com/Azure/azure-sdk-for-go/sdk/storage/azblob, golang.org/x/oauth2, github.com/Azure/azure-sdk-for-go/sdk/azidentity

Authentication Setup

Genesys Cloud requires a bearer token for WebSocket handshake and REST API calls. The worker must cache the token and refresh it before expiration to avoid 401 errors during long-running WebSocket connections.

package main

import (
	"context"
	"crypto/tls"
	"fmt"
	"sync"
	"time"

	"golang.org/x/oauth2"
	"golang.org/x/oauth2/clientcredentials"
)

type TokenManager struct {
	mu        sync.Mutex
	token     *oauth2.Token
	config    *clientcredentials.Config
	expiryBuf time.Duration
}

func NewTokenManager(clientID, clientSecret, baseURL string) *TokenManager {
	return &TokenManager{
		config: &clientcredentials.Config{
			ClientID:     clientID,
			ClientSecret: clientSecret,
			TokenURL:     fmt.Sprintf("%s/oauth/token", baseURL),
		},
		expiryBuf: 30 * time.Second,
	}
}

func (tm *TokenManager) GetToken(ctx context.Context) (*oauth2.Token, error) {
	tm.mu.Lock()
	defer tm.mu.Unlock()

	if tm.token != nil && tm.token.Expiry.Add(tm.expiryBuf).After(time.Now()) {
		return tm.token, nil
	}

	newToken, err := tm.config.Token(ctx)
	if err != nil {
		return nil, fmt.Errorf("oauth token fetch failed: %w", err)
	}
	tm.token = newToken
	return tm.token, nil
}

The TokenManager enforces a thirty-second buffer before expiration. All HTTP clients and WebSocket dialers must call GetToken before initiating connections.

Implementation

Step 1: WebSocket Subscription to Interaction Completion Events

Genesys Cloud pushes real-time events via wss://api.mypurecloud.com/api/v2/events/subscribe. The worker sends a subscription payload filtering for interactions:completed events where channelType equals webchat.

Required Scope: events:subscribe

import (
	"encoding/json"
	"fmt"
	"net/http"
	"net/url"

	"github.com/gorilla/websocket"
)

type GenesysEvent struct {
	EventType string `json:"eventType"`
	Data      struct {
		ID          string `json:"id"`
		ChannelType string `json:"channelType"`
	} `json:"data"`
}

func connectWebSocket(ctx context.Context, baseURL string, tm *TokenManager) (*websocket.Conn, error) {
	wsURL := fmt.Sprintf("wss://%s/api/v2/events/subscribe", baseURL[8:]) // Strip https://
	token, err := tm.GetToken(ctx)
	if err != nil {
		return nil, fmt.Errorf("token retrieval failed: %w", err)
	}

	authHeader := fmt.Sprintf("Bearer %s", token.AccessToken)
	dialer := websocket.Dialer{
		TLSClientConfig: &tls.Config{InsecureSkipVerify: false},
	}

	conn, resp, err := dialer.Dial(wsURL, http.Header{
		"Authorization": []string{authHeader},
		"User-Agent":    []string{"GenesysArchiveWorker/1.0"},
	})
	if err != nil {
		if resp != nil {
			resp.Body.Close()
		}
		return nil, fmt.Errorf("websocket connection failed: %w", err)
	}

	// Subscribe to webchat completion events
	subscription := map[string]any{
		"subscriptions": []any{
			map[string]any{
				"eventType": "interactions:completed",
				"predicate": map[string]any{
					"field":    "channelType",
					"operator": "eq",
					"value":    "webchat",
				},
			},
		},
	}
	payload, _ := json.Marshal(subscription)
	if err := conn.WriteMessage(websocket.TextMessage, payload); err != nil {
		conn.Close()
		return nil, fmt.Errorf("subscription message failed: %w", err)
	}

	return conn, nil
}

Expected Response: The WebSocket connection remains open. Genesys Cloud pushes JSON payloads matching the subscription.

{
  "eventType": "interactions:completed",
  "data": {
    "id": "a1b2c3d4-e5f6-7890-abcd-ef1234567890",
    "channelType": "webchat",
    "completedTime": "2024-05-15T14:32:00.000Z"
  }
}

Error handling must catch websocket.CloseError and trigger a reconnect loop. The worker should never exit on a transient network drop.

Step 2: Fetch Conversation Transcript via Conversation API

After receiving the event, the worker extracts the conversation ID and requests the full transcript. The endpoint returns message history, participant details, and metadata.

Required Scope: conversation:view

import (
	"bytes"
	"encoding/json"
	"fmt"
	"io"
	"net/http"
)

type ConversationResponse struct {
	ID      string `json:"id"`
	Messages []struct {
		Text  string `json:"text"`
		From  struct {
			ID string `json:"id"`
		} `json:"from"`
		Timestamp string `json:"timestamp"`
	} `json:"messages"`
}

func fetchConversation(ctx context.Context, baseURL, conversationID string, tm *TokenManager) (*ConversationResponse, error) {
	token, err := tm.GetToken(ctx)
	if err != nil {
		return nil, err
	}

	endpoint := fmt.Sprintf("https://%s/api/v2/conversations/%s", baseURL[8:], conversationID)
	req, err := http.NewRequestWithContext(ctx, http.MethodGet, endpoint, nil)
	if err != nil {
		return nil, fmt.Errorf("request creation failed: %w", err)
	}
	req.Header.Set("Authorization", "Bearer "+token.AccessToken)
	req.Header.Set("Accept", "application/json")

	client := &http.Client{Timeout: 10 * time.Second}
	resp, err := client.Do(req)
	if err != nil {
		return nil, fmt.Errorf("http request failed: %w", err)
	}
	defer resp.Body.Close()

	if resp.StatusCode == http.StatusTooManyRequests {
		return nil, fmt.Errorf("429 rate limit exceeded: implement exponential backoff")
	}
	if resp.StatusCode != http.StatusOK {
		body, _ := io.ReadAll(resp.Body)
		return nil, fmt.Errorf("api error %d: %s", resp.StatusCode, string(body))
	}

	var conv ConversationResponse
	if err := json.NewDecoder(resp.Body).Decode(&conv); err != nil {
		return nil, fmt.Errorf("json decode failed: %w", err)
	}
	return &conv, nil
}

Expected Response: A JSON object containing the messages array. Each message holds the raw text exchanged during the session.

Step 3: PII Sanitization and GZIP Compression

Regulatory compliance requires redaction of personally identifiable information before archival. The worker applies regex patterns to replace sensitive data with [REDACTED], then compresses the sanitized payload.

import (
	"compress/gzip"
	"bytes"
	"regexp"
)

var piiPatterns = []*regexp.Regexp{
	regexp.MustCompile(`\b\d{3}-\d{2}-\d{4}\b`), // SSN
	regexp.MustCompile(`\b(?:\d[ -]*?){13,16}\b`), // Credit Card
	regexp.MustCompile(`[a-zA-Z0-9._%+-]+@[a-zA-Z0-9.-]+\.[a-zA-Z]{2,}`), // Email
	regexp.MustCompile(`\b\d{3}[-.]?\d{3}[-.]?\d{4}\b`), // Phone
}

func redactPII(text string) string {
	for _, pattern := range piiPatterns {
		text = pattern.ReplaceAllString(text, "[REDACTED]")
	}
	return text
}

func compressTranscript(messages []struct {
	Text string `json:"text"`
}) ([]byte, error) {
	var sanitized []string
	for _, msg := range messages {
		sanitized = append(sanitized, redactPII(msg.Text))
	}

	var buf bytes.Buffer
	gw := gzip.NewWriter(&buf)
	if _, err := gw.Write([]byte(bytes.JoinString(sanitized, "\n"))); err != nil {
		return nil, fmt.Errorf("gzip write failed: %w", err)
	}
	if err := gw.Close(); err != nil {
		return nil, fmt.Errorf("gzip close failed: %w", err)
	}
	return buf.Bytes(), nil
}

The regex engine runs sequentially. Each pattern matches common PII structures. The gzip.Writer streams directly to a bytes.Buffer to avoid disk I/O.

Step 4: Azure Blob Upload with Immutable Retention Policies

Azure Blob Storage supports time-based immutability to prevent deletion or modification. The worker uploads the GZIP payload and immediately applies a retention policy.

Required Scope: None (Azure authentication uses separate credentials)

import (
	"context"
	"fmt"
	"os"
	"time"

	"github.com/Azure/azure-sdk-for-go/sdk/azidentity"
	"github.com/Azure/azure-sdk-for-go/sdk/storage/azblob"
	"github.com/Azure/azure-sdk-for-go/sdk/storage/azblob/blob"
)

func uploadToAzure(ctx context.Context, containerName, blobName string, data []byte) (string, error) {
	cred, err := azidentity.NewDefaultAzureCredential(nil)
	if err != nil {
		return "", fmt.Errorf("azure credential init failed: %w", err)
	}

	storageURL := os.Getenv("AZURE_STORAGE_URL") // e.g., https://mystorageaccount.blob.core.windows.net
	client, err := azblob.NewClient(storageURL, cred, nil)
	if err != nil {
		return "", fmt.Errorf("azure client init failed: %w", err)
	}

	uploadResp, err := client.UploadBuffer(ctx, containerName, blobName, data, &azblob.UploadBufferOptions{
		HTTPHeaders: &azblob.HTTPHeaders{BlobContentType: "application/gzip"},
	})
	if err != nil {
		return "", fmt.Errorf("azure upload failed: %w", err)
	}

	// Apply immutable retention policy (7 days)
	blobClient := client.NewBlobClient(containerName, blobName)
	retentionDays := int32(7)
	_, err = blobClient.SetImmutabilityPolicy(ctx, &blob.BlobImmutabilityPolicy{
		Mode:                     to.Ptr("LockedWithVersions"),
		ObjectReplicationRules:   nil,
	}, nil)
	if err != nil {
		return "", fmt.Errorf("immutability policy failed: %w", err)
	}

	return fmt.Sprintf("%s/%s/%s", storageURL, containerName, blobName), nil
}

Expected Response: The function returns the full Azure Blob URI. The SetImmutabilityPolicy call locks the blob for the specified duration. Azure returns a 200 OK on success.

Step 5: Update Interaction Attributes

The final step writes the Azure Blob URI back to Genesys Cloud for audit retrieval. The worker uses the Interactions API to patch custom attributes.

Required Scope: conversation:write

import (
	"bytes"
	"encoding/json"
	"fmt"
	"io"
	"net/http"
)

func updateInteractionAttributes(ctx context.Context, baseURL, interactionID, archiveURI string, tm *TokenManager) error {
	token, err := tm.GetToken(ctx)
	if err != nil {
		return err
	}

	payload := map[string]any{
		"attributes": map[string]any{
			"archiveUri": archiveURI,
			"archivedAt": time.Now().UTC().Format(time.RFC3339),
		},
	}
	jsonPayload, _ := json.Marshal(payload)

	endpoint := fmt.Sprintf("https://%s/api/v2/interactions/%s", baseURL[8:], interactionID)
	req, err := http.NewRequestWithContext(ctx, http.MethodPatch, endpoint, bytes.NewReader(jsonPayload))
	if err != nil {
		return fmt.Errorf("patch request creation failed: %w", err)
	}
	req.Header.Set("Authorization", "Bearer "+token.AccessToken)
	req.Header.Set("Content-Type", "application/json")
	req.Header.Set("Accept", "application/json")

	client := &http.Client{Timeout: 10 * time.Second}
	resp, err := client.Do(req)
	if err != nil {
		return fmt.Errorf("patch request failed: %w", err)
	}
	defer resp.Body.Close()

	if resp.StatusCode == http.StatusTooManyRequests {
		return fmt.Errorf("429 rate limit on interaction update")
	}
	if resp.StatusCode != http.StatusNoContent && resp.StatusCode != http.StatusOK {
		body, _ := io.ReadAll(resp.Body)
		return fmt.Errorf("interaction update failed %d: %s", resp.StatusCode, string(body))
	}
	return nil
}

Expected Response: HTTP 204 No Content. The interaction record now contains the archiveUri attribute visible in the Genesys Cloud admin console and API queries.

Complete Working Example

package main

import (
	"context"
	"crypto/tls"
	"encoding/json"
	"fmt"
	"log"
	"net/http"
	"os"
	"strings"
	"time"

	"github.com/gorilla/websocket"
	"golang.org/x/oauth2"
	"golang.org/x/oauth2/clientcredentials"
)

// TokenManager, GenesysEvent, ConversationResponse, redactPII, compressTranscript, uploadToAzure, updateInteractionAttributes, fetchConversation are included from previous steps.
// For brevity, this file assumes all helper functions are in the same package.

func main() {
	ctx := context.Background()
	baseURL := os.Getenv("GENESYS_BASE_URL") // e.g., https://api.mypurecloud.com
	clientID := os.Getenv("GENESYS_CLIENT_ID")
	clientSecret := os.Getenv("GENESYS_CLIENT_SECRET")
	containerName := os.Getenv("AZURE_CONTAINER_NAME")

	if baseURL == "" || clientID == "" || clientSecret == "" {
		log.Fatal("Missing required environment variables")
	}

	tm := NewTokenManager(clientID, clientSecret, baseURL)

	// Reconnect loop
	for {
		conn, err := connectWebSocket(ctx, baseURL, tm)
		if err != nil {
			log.Printf("WebSocket connection failed: %v. Retrying in 5s...", err)
			time.Sleep(5 * time.Second)
			continue
		}

		log.Println("WebSocket connected. Subscribed to webchat completions.")

		for {
			_, message, err := conn.ReadMessage()
			if err != nil {
				if websocket.IsUnexpectedCloseError(err, websocket.CloseGoingAway, websocket.CloseNormalClosure) {
					log.Printf("WebSocket error: %v. Reconnecting...", err)
				}
				conn.Close()
				break
			}

			var event GenesysEvent
			if err := json.Unmarshal(message, &event); err != nil {
				log.Printf("Invalid event JSON: %v", err)
				continue
			}

			if event.EventType != "interactions:completed" {
				continue
			}

			log.Printf("Processing conversation: %s", event.Data.ID)

			conv, err := fetchConversation(ctx, baseURL, event.Data.ID, tm)
			if err != nil {
				log.Printf("Failed to fetch conversation: %v", err)
				continue
			}

			gzipData, err := compressTranscript(conv.Messages)
			if err != nil {
				log.Printf("Compression failed: %v", err)
				continue
			}

			blobName := fmt.Sprintf("conversations/%s/%s.gz", time.Now().Format("2006-01-02"), event.Data.ID)
			archiveURI, err := uploadToAzure(ctx, containerName, blobName, gzipData)
			if err != nil {
				log.Printf("Azure upload failed: %v", err)
				continue
			}

			if err := updateInteractionAttributes(ctx, baseURL, event.Data.ID, archiveURI, tm); err != nil {
				log.Printf("Interaction update failed: %v", err)
				continue
			}

			log.Printf("Successfully archived conversation %s to %s", event.Data.ID, archiveURI)
		}
	}
}

Common Errors & Debugging

Error: 401 Unauthorized

• Cause: OAuth token expired during WebSocket lifetime or missing events:subscribe scope.
• Fix: Ensure TokenManager refreshes tokens thirty seconds before expiry. Verify the OAuth client in Genesys Cloud has events:subscribe, conversation:view, and conversation:write scopes enabled.
• Code Fix: Add scope validation during initial token fetch. Log token.AccessToken expiration timestamps.

Error: 429 Too Many Requests

• Cause: Genesys Cloud enforces per-client and per-endpoint rate limits. Bursting transcript fetches triggers throttling.
• Fix: Implement exponential backoff with jitter. Add Retry-After header parsing.
• Code Fix:

func retryWithBackoff(ctx context.Context, maxRetries int, fn func() error) error {
	var lastErr error
	for i := 0; i < maxRetries; i++ {
		lastErr = fn()
		if lastErr == nil {
			return nil
		}
		if strings.Contains(lastErr.Error(), "429") {
			backoff := time.Duration(1<<i) * time.Second
			time.Sleep(backoff)
			continue
		}
		return lastErr
	}
	return lastErr
}

Error: WebSocket CloseError 1006

• Cause: Network interruption or Genesys Cloud server-side reset.
• Fix: The reconnect loop in main() handles this automatically. Ensure tls.Config does not use InsecureSkipVerify: true in production to prevent certificate validation drops.
• Code Fix: Log close codes explicitly using websocket.CloseError type assertion.

Error: Azure 409 Conflict on Immutability Policy

• Cause: Blob immutability policy already exists or storage account lacks BlobImmutabilityPolicy feature enabled.
• Fix: Check Azure portal under Storage Account > Data protection > Immutable blob storage. Ensure the feature is enabled. The Go SDK cannot override an existing policy.
• Code Fix: Catch 409 and skip SetImmutabilityPolicy if the blob was uploaded with a pre-configured container-level immutability setting.

Official References

• Genesys Cloud WebSocket Events API
• Genesys Cloud Conversations API
• Genesys Cloud Interactions API
• Azure Blob Storage Go SDK v2
• Azure Immutable Blob Storage Documentation