Configuring Genesys Cloud Agent Assist Knowledge Sources via REST API with Go

What You Will Build

You will build a Go service that provisions, validates, and synchronizes Agent Assist knowledge sources using atomic PUT operations, schema validation, and webhook-driven external search alignment. The code uses the official Genesys Cloud Go SDK and REST endpoints. The tutorial covers Go 1.21+ with standard library and SDK dependencies.

Prerequisites

• OAuth 2.0 Client Credentials grant with agentassist:knowledgebase:write and agentassist:knowledgebase:read scopes
• Genesys Cloud Go SDK v1.0+ (github.com/genesyscloud/genesyscloud-go-sdk)
• Go 1.21+ runtime
• Standard library packages: net/http, encoding/json, time, log/slog, context, sync, fmt, errors
• External webhook endpoint for search engine synchronization (HTTP POST accepting JSON)

Authentication Setup

The Genesys Cloud platform requires OAuth 2.0 bearer tokens for all API calls. The following implementation demonstrates a thread-safe token cache with automatic refresh logic. The token provider returns a valid bearer token to the SDK on each request.

package main

import (
	"bytes"
	"context"
	"encoding/json"
	"fmt"
	"net/http"
	"sync"
	"time"
)

type TokenResponse struct {
	AccessToken string `json:"access_token"`
	ExpiresIn   int    `json:"expires_in"`
	TokenType   string `json:"token_type"`
}

type TokenCache struct {
	mu       sync.Mutex
	token    string
	expires  time.Time
	client   *http.Client
	domain   string
	username string
	password string
}

func NewTokenCache(domain, username, password string) *TokenCache {
	return &TokenCache{
		client:   &http.Client{Timeout: 10 * time.Second},
		domain:   domain,
		username: username,
		password: password,
	}
}

func (c *TokenCache) GetToken(ctx context.Context) (string, error) {
	c.mu.Lock()
	defer c.mu.Unlock()

	if c.token != "" && time.Until(c.expires) > 5*time.Minute {
		return c.token, nil
	}

	payload := fmt.Sprintf("grant_type=client_credentials&username=%s&password=%s", c.username, c.password)
	req, err := http.NewRequestWithContext(ctx, http.MethodPost, fmt.Sprintf("https://%s/oauth/token", c.domain), bytes.NewBufferString(payload))
	if err != nil {
		return "", fmt.Errorf("failed to create token request: %w", err)
	}
	req.Header.Set("Content-Type", "application/x-www-form-urlencoded")

	resp, err := c.client.Do(req)
	if err != nil {
		return "", fmt.Errorf("token request failed: %w", err)
	}
	defer resp.Body.Close()

	if resp.StatusCode != http.StatusOK {
		return "", fmt.Errorf("token request returned status %d", resp.StatusCode)
	}

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

	c.token = tokenResp.AccessToken
	c.expires = time.Now().Add(time.Duration(tokenResp.ExpiresIn) * time.Second)
	return c.token, nil
}

The SDK accepts a token provider function. You will pass cache.GetToken during initialization. This ensures every SDK call receives a valid bearer token without manual header management.

Implementation

Step 1: Initialize SDK and Configure Source Configurer Interface

The Genesys Cloud Go SDK abstracts HTTP details but requires explicit context and token injection. You will define an interface for the source configurer to enable dependency injection and testing.

import (
	"context"
	"github.com/genesyscloud/genesyscloud-go-sdk"
)

type KnowledgeSourceConfig struct {
	ID            string                 `json:"id,omitempty"`
	Name          string                 `json:"name"`
	Description   string                 `json:"description"`
	SourceType    string                 `json:"knowledgeSourceType"`
	IndexType     string                 `json:"indexType"`
	SyncSchedule  string                 `json:"syncSchedule"`
	Settings      map[string]interface{} `json:"settings"`
	ExternalURL   string                 `json:"externalURL"`
}

type KnowledgeSourceConfigurer interface {
	Validate(ctx context.Context, config KnowledgeSourceConfig) error
	Provision(ctx context.Context, config KnowledgeSourceConfig) (string, error)
	TriggerReindex(ctx context.Context, sourceID string) error
}

Initialize the platform client and agent assist API handler. The AgentassistAPI module handles all knowledge source operations.

func NewAgentAssistConfigurer(domain string, tokenCache *TokenCache) (*genesyscloud.PlatformClientV2, error) {
	client, err := genesyscloud.NewPlatformClientV2(domain, tokenCache.GetToken)
	if err != nil {
		return nil, fmt.Errorf("failed to initialize platform client: %w", err)
	}
	return client, nil
}

Step 2: Construct and Validate Configuration Payloads

The assist engine enforces strict constraints: maximum 50 knowledge sources per organization, valid index types (document, web, confluence, salesforce), and cron-compliant sync schedules. You must validate the payload before submission to prevent indexing failures.

func (c *ConfigurerImpl) Validate(ctx context.Context, config KnowledgeSourceConfig) error {
	// 1. Check maximum source count limit
	api := c.client.AgentassistAPI
	resp, _, err := api.GetKnowledgeSources(ctx, false, false, false, false, false, false, 51, 1, nil, nil, nil)
	if err != nil {
		return fmt.Errorf("failed to fetch existing sources: %w", err)
	}
	if resp.Total > 50 {
		return fmt.Errorf("assist engine limit exceeded: 50 sources maximum")
	}

	// 2. Validate index type matrix
	validIndexTypes := map[string]bool{"document": true, "web": true, "confluence": true, "salesforce": true}
	if !validIndexTypes[config.IndexType] {
		return fmt.Errorf("invalid index type: %s", config.IndexType)
	}

	// 3. Validate sync schedule directive (basic cron format)
	if err := validateCronSchedule(config.SyncSchedule); err != nil {
		return fmt.Errorf("invalid sync schedule: %w", err)
	}

	// 4. Endpoint connectivity check for external sources
	if config.SourceType == "web" && config.ExternalURL != "" {
		req, _ := http.NewRequestWithContext(ctx, http.MethodGet, config.ExternalURL, nil)
		client := &http.Client{Timeout: 5 * time.Second}
		if _, err := client.Do(req); err != nil {
			return fmt.Errorf("external source connectivity failed: %w", err)
		}
	}

	return nil
}

func validateCronSchedule(schedule string) error {
	// Simplified cron validation: expects 5 space-separated fields
	parts := strings.Fields(schedule)
	if len(parts) != 5 {
		return fmt.Errorf("schedule must contain 5 cron fields")
	}
	for _, p := range parts {
		if _, err := strconv.Atoi(p); err != nil && p != "*" {
			return fmt.Errorf("invalid cron field: %s", p)
		}
	}
	return nil
}

Step 3: Atomic PUT Operations and Re-index Triggers

Configuration updates must be atomic to prevent partial index states. You will use PUT /api/v2/agentassist/knowledgesources/{id} with a complete payload. After successful submission, you will trigger an automatic re-index to align the search engine.

HTTP Request/Response Cycle

PUT /api/v2/agentassist/knowledgesources/{id} HTTP/1.1
Host: myorg.mygenesyscloud.com
Authorization: Bearer eyJhbGciOiJSUzI1NiIsInR5cCI6IkpXVCJ9...
Content-Type: application/json

{
  "name": "Product Documentation",
  "description": "Internal product manual",
  "knowledgeSourceType": "confluence",
  "indexType": "document",
  "syncSchedule": "0 2 * * *",
  "settings": {
    "spaceKey": "PROD",
    "reindexOnUpdate": true
  }
}

HTTP/1.1 200 OK
Content-Type: application/json

{
  "id": "a1b2c3d4-e5f6-7890-abcd-ef1234567890",
  "name": "Product Documentation",
  "knowledgeSourceType": "confluence",
  "indexType": "document",
  "syncSchedule": "0 2 * * *",
  "settings": { "spaceKey": "PROD", "reindexOnUpdate": true },
  "selfUri": "/api/v2/agentassist/knowledgesources/a1b2c3d4-e5f6-7890-abcd-ef1234567890"
}

The SDK implementation wraps this cycle with retry logic for 429 rate limits.

func (c *ConfigurerImpl) Provision(ctx context.Context, config KnowledgeSourceConfig) (string, error) {
	body := genesyscloud.KnowledgeSource{
		Name:              genesyscloud.String(config.Name),
		Description:       genesyscloud.String(config.Description),
		KnowledgeSourceType: genesyscloud.String(config.SourceType),
		IndexType:         genesyscloud.String(config.IndexType),
		SyncSchedule:      genesyscloud.String(config.SyncSchedule),
		Settings:          config.Settings,
	}

	api := c.client.AgentassistAPI
	var sourceID string

	// Retry logic for 429 rate limiting
	for attempt := 0; attempt < 3; attempt++ {
		resp, httpResp, err := api.PutKnowledgeSource(ctx, config.ID, body)
		if err != nil {
			if httpResp != nil && httpResp.StatusCode == 429 {
				time.Sleep(time.Duration(attempt+1) * 2 * time.Second)
				continue
			}
			return "", fmt.Errorf("provision failed: %w", err)
		}
		sourceID = *resp.Id
		break
	}

	if sourceID == "" {
		return "", errors.New("provision failed after retries")
	}

	// Trigger automatic re-index
	if err := c.TriggerReindex(ctx, sourceID); err != nil {
		return sourceID, fmt.Errorf("source provisioned but reindex failed: %w", err)
	}

	return sourceID, nil
}

func (c *ConfigurerImpl) TriggerReindex(ctx context.Context, sourceID string) error {
	api := c.client.AgentassistAPI
	_, httpResp, err := api.PostKnowledgeSourceReindex(ctx, sourceID)
	if err != nil {
		if httpResp != nil && httpResp.StatusCode == 429 {
			time.Sleep(3 * time.Second)
			return c.TriggerReindex(ctx, sourceID)
		}
		return fmt.Errorf("reindex trigger failed: %w", err)
	}
	return nil
}

Step 4: Webhook Synchronization and Latency Tracking

External search engines require alignment after Genesys Cloud indexing completes. You will emit a webhook payload containing the source configuration and track latency and success rates for operational visibility.

type SyncMetrics struct {
	mu             sync.Mutex
	totalAttempts  int
	successfulSyncs int
	averageLatency time.Duration
}

func (m *SyncMetrics) Record(attemptDuration time.Duration, success bool) {
	m.mu.Lock()
	defer m.mu.Unlock()
	m.totalAttempts++
	if success {
		m.successfulSyncs++
		m.averageLatency = (m.averageLatency*time.Duration(m.successfulSyncs-1) + attemptDuration) / time.Duration(m.successfulSyncs)
	}
}

func SendWebhookSync(ctx context.Context, webhookURL string, config KnowledgeSourceConfig, metrics *SyncMetrics) error {
	start := time.Now()
	payload, _ := json.Marshal(map[string]interface{}{
		"event": "knowledge_source_updated",
		"sourceId": config.ID,
		"name":     config.Name,
		"indexType": config.IndexType,
		"syncAt":   time.Now().UTC().Format(time.RFC3339),
	})

	req, _ := http.NewRequestWithContext(ctx, http.MethodPost, webhookURL, bytes.NewBuffer(payload))
	req.Header.Set("Content-Type", "application/json")

	client := &http.Client{Timeout: 10 * time.Second}
	resp, err := client.Do(req)
	latency := time.Since(start)

	if err != nil || resp.StatusCode >= 400 {
		metrics.Record(latency, false)
		return fmt.Errorf("webhook sync failed: %w", err)
	}
	defer resp.Body.Close()

	metrics.Record(latency, true)
	return nil
}

Step 5: Audit Logging and Configuration Governance

Data governance requires immutable audit trails. You will use log/slog to emit structured logs for every configuration change, including source identifiers, operator context, and validation outcomes.

func EmitAuditLog(ctx context.Context, action string, sourceID string, status string, err error) {
	logger := slog.New(slog.NewJSONHandler(os.Stdout, &slog.HandlerOptions{Level: slog.LevelInfo}))
	
	attrs := []slog.Attr{
		slog.String("action", action),
		slog.String("source_id", sourceID),
		slog.String("status", status),
		slog.String("timestamp", time.Now().UTC().Format(time.RFC3339)),
	}

	if err != nil {
		attrs = append(attrs, slog.String("error", err.Error()))
	}

	logger.LogAttrs(ctx, slog.LevelInfo, "knowledge_source_audit", attrs...)
}

Complete Working Example

The following module integrates authentication, validation, atomic provisioning, webhook synchronization, latency tracking, and audit logging into a single executable service. Replace placeholder credentials and webhook URLs before execution.

package main

import (
	"bytes"
	"context"
	"encoding/json"
	"fmt"
	"log/slog"
	"net/http"
	"os"
	"strconv"
	"strings"
	"sync"
	"time"

	"github.com/genesyscloud/genesyscloud-go-sdk"
)

// Configuration structures
type KnowledgeSourceConfig struct {
	ID           string                 `json:"id,omitempty"`
	Name         string                 `json:"name"`
	Description  string                 `json:"description"`
	SourceType   string                 `json:"knowledgeSourceType"`
	IndexType    string                 `json:"indexType"`
	SyncSchedule string                 `json:"syncSchedule"`
	Settings     map[string]interface{} `json:"settings"`
	ExternalURL  string                 `json:"externalURL"`
}

type ConfigurerImpl struct {
	client  *genesyscloud.PlatformClientV2
	metrics *SyncMetrics
}

type SyncMetrics struct {
	mu             sync.Mutex
	totalAttempts  int
	successfulSyncs int
	averageLatency time.Duration
}

func (m *SyncMetrics) Record(dur time.Duration, success bool) {
	m.mu.Lock()
	defer m.mu.Unlock()
	m.totalAttempts++
	if success {
		m.successfulSyncs++
		m.averageLatency = (m.averageLatency*time.Duration(m.successfulSyncs-1) + dur) / time.Duration(m.successfulSyncs)
	}
}

// Validation helpers
func validateCronSchedule(schedule string) error {
	parts := strings.Fields(schedule)
	if len(parts) != 5 {
		return fmt.Errorf("schedule must contain 5 cron fields")
	}
	for _, p := range parts {
		if _, err := strconv.Atoi(p); err != nil && p != "*" {
			return fmt.Errorf("invalid cron field: %s", p)
		}
	}
	return nil
}

func (c *ConfigurerImpl) Validate(ctx context.Context, config KnowledgeSourceConfig) error {
	api := c.client.AgentassistAPI
	resp, _, err := api.GetKnowledgeSources(ctx, false, false, false, false, false, false, 51, 1, nil, nil, nil)
	if err != nil {
		return fmt.Errorf("failed to fetch existing sources: %w", err)
	}
	if resp.Total > 50 {
		return fmt.Errorf("assist engine limit exceeded: 50 sources maximum")
	}

	validIndexTypes := map[string]bool{"document": true, "web": true, "confluence": true, "salesforce": true}
	if !validIndexTypes[config.IndexType] {
		return fmt.Errorf("invalid index type: %s", config.IndexType)
	}

	if err := validateCronSchedule(config.SyncSchedule); err != nil {
		return fmt.Errorf("invalid sync schedule: %w", err)
	}

	if config.SourceType == "web" && config.ExternalURL != "" {
		req, _ := http.NewRequestWithContext(ctx, http.MethodGet, config.ExternalURL, nil)
		client := &http.Client{Timeout: 5 * time.Second}
		if _, err := client.Do(req); err != nil {
			return fmt.Errorf("external source connectivity failed: %w", err)
		}
	}
	return nil
}

func (c *ConfigurerImpl) Provision(ctx context.Context, config KnowledgeSourceConfig) (string, error) {
	body := genesyscloud.KnowledgeSource{
		Name:                genesyscloud.String(config.Name),
		Description:         genesyscloud.String(config.Description),
		KnowledgeSourceType: genesyscloud.String(config.SourceType),
		IndexType:           genesyscloud.String(config.IndexType),
		SyncSchedule:        genesyscloud.String(config.SyncSchedule),
		Settings:            config.Settings,
	}

	api := c.client.AgentassistAPI
	var sourceID string

	for attempt := 0; attempt < 3; attempt++ {
		resp, httpResp, err := api.PutKnowledgeSource(ctx, config.ID, body)
		if err != nil {
			if httpResp != nil && httpResp.StatusCode == 429 {
				time.Sleep(time.Duration(attempt+1) * 2 * time.Second)
				continue
			}
			return "", fmt.Errorf("provision failed: %w", err)
		}
		sourceID = *resp.Id
		break
	}

	if sourceID == "" {
		return "", fmt.Errorf("provision failed after retries")
	}

	if err := c.TriggerReindex(ctx, sourceID); err != nil {
		return sourceID, fmt.Errorf("source provisioned but reindex failed: %w", err)
	}
	return sourceID, nil
}

func (c *ConfigurerImpl) TriggerReindex(ctx context.Context, sourceID string) error {
	api := c.client.AgentassistAPI
	_, httpResp, err := api.PostKnowledgeSourceReindex(ctx, sourceID)
	if err != nil {
		if httpResp != nil && httpResp.StatusCode == 429 {
			time.Sleep(3 * time.Second)
			return c.TriggerReindex(ctx, sourceID)
		}
		return fmt.Errorf("reindex trigger failed: %w", err)
	}
	return nil
}

func SendWebhookSync(ctx context.Context, webhookURL string, config KnowledgeSourceConfig, metrics *SyncMetrics) error {
	start := time.Now()
	payload, _ := json.Marshal(map[string]interface{}{
		"event":     "knowledge_source_updated",
		"sourceId":  config.ID,
		"name":      config.Name,
		"indexType": config.IndexType,
		"syncAt":    time.Now().UTC().Format(time.RFC3339),
	})

	req, _ := http.NewRequestWithContext(ctx, http.MethodPost, webhookURL, bytes.NewBuffer(payload))
	req.Header.Set("Content-Type", "application/json")

	client := &http.Client{Timeout: 10 * time.Second}
	resp, err := client.Do(req)
	latency := time.Since(start)

	if err != nil || resp.StatusCode >= 400 {
		metrics.Record(latency, false)
		return fmt.Errorf("webhook sync failed: %w", err)
	}
	defer resp.Body.Close()
	metrics.Record(latency, true)
	return nil
}

func main() {
	ctx := context.Background()
	domain := os.Getenv("GENESYS_DOMAIN")
	username := os.Getenv("GENESYS_USERNAME")
	password := os.Getenv("GENESYS_PASSWORD")
	webhookURL := os.Getenv("WEBHOOK_URL")
	sourceID := os.Getenv("SOURCE_ID")

	if domain == "" || username == "" || password == "" {
		fmt.Println("Missing environment variables")
		os.Exit(1)
	}

	tokenCache := NewTokenCache(domain, username, password)
	client, err := genesyscloud.NewPlatformClientV2(domain, tokenCache.GetToken)
	if err != nil {
		slog.Error("SDK initialization failed", "error", err)
		os.Exit(1)
	}

	configurer := &ConfigurerImpl{client: client, metrics: &SyncMetrics{}}
	config := KnowledgeSourceConfig{
		ID:           sourceID,
		Name:         "Engineering Wiki",
		Description:  "Internal technical documentation",
		SourceType:   "confluence",
		IndexType:    "document",
		SyncSchedule: "0 3 * * 1",
		Settings:     map[string]interface{}{"spaceKey": "ENG", "reindexOnUpdate": true},
	}

	if err := configurer.Validate(ctx, config); err != nil {
		slog.Error("Validation failed", "error", err)
		os.Exit(1)
	}

	provisionedID, err := configurer.Provision(ctx, config)
	if err != nil {
		slog.Error("Provisioning failed", "error", err)
		os.Exit(1)
	}

	config.ID = provisionedID
	if err := SendWebhookSync(ctx, webhookURL, config, configurer.metrics); err != nil {
		slog.Warn("Webhook sync failed, continuing", "error", err)
	}

	slog.Info("Configuration complete", 
		"source_id", provisionedID, 
		"sync_success_rate", float64(configurer.metrics.successfulSyncs)/float64(configurer.metrics.totalAttempts),
		"avg_latency_ms", configurer.metrics.averageLatency.Milliseconds())
}

Common Errors & Debugging

Error: 400 Bad Request

• Cause: Invalid schema fields, malformed cron schedule, or unsupported index type. The assist engine rejects payloads that violate the knowledge source contract.
• Fix: Verify indexType matches the allowed matrix. Ensure syncSchedule contains exactly five cron fields. Validate settings JSON structure against the source type documentation.
• Code Fix: The Validate method checks index types and cron formats before submission. Add explicit field validation in your CI pipeline.

Error: 401 Unauthorized or 403 Forbidden

• Cause: Expired token, missing agentassist:knowledgebase:write scope, or client credentials misconfiguration.
• Fix: Confirm the OAuth client has the agentassist:knowledgebase:write and agentassist:knowledgebase:read scopes assigned. Verify the token cache refreshes before expiration.
• Code Fix: The TokenCache.GetToken function enforces a 5-minute safety buffer. Increase this buffer or implement exponential backoff for token refresh failures.

Error: 409 Conflict

• Cause: Duplicate source name or exceeding the 50-source organizational limit.
• Fix: Use unique naming conventions with environment or tenant suffixes. Query existing sources before provisioning to enforce idempotency.
• Code Fix: The Validate method queries GetKnowledgeSources with a limit of 51 and aborts if resp.Total > 50.

Error: 429 Too Many Requests

• Cause: Rate limiting cascade across microservices. Knowledge source updates and reindex triggers share quota pools.
• Fix: Implement exponential backoff. Batch configuration changes during off-peak hours.
• Code Fix: The Provision and TriggerReindex methods include retry loops with linear backoff (2s, 4s, 6s). Adjust time.Sleep intervals based on your organization’s rate limit tier.

Error: 5xx Internal Server Error

• Cause: Assist engine indexing failure, temporary backend degradation, or corrupted source payload.
• Fix: Retry after 10 seconds. If persistent, verify external source connectivity and reduce payload complexity.
• Code Fix: Wrap PutKnowledgeSource in a circuit breaker pattern for production deployments. Log request IDs from the x-request-id header for Genesys Cloud support tickets.

Official References

• Agent Assist Knowledge Sources API Documentation
• Genesys Cloud Go SDK Reference
• OAuth 2.0 Client Credentials Flow
• Knowledge Source Schema Constraints