Creating Genesys Cloud Agent Assist Suggested Cases via Java SDK

What You Will Build

A Java service that constructs, validates, and submits Agent Assist case suggestions with interaction references, template matrices, and automated audit tracking.
This tutorial uses the Genesys Cloud POST /api/v2/agentassist/suggestions endpoint and the official Java SDK.
The implementation is written in Java 17 with production-grade error handling, retry logic, and metrics collection.

Prerequisites

• OAuth 2.0 client credentials flow configured in Genesys Cloud Admin Console
• Required OAuth scope: agentassist:suggestion:write
• Java Development Kit (JDK) 17 or higher
• Genesys Cloud Java SDK version 2.100.0 or newer (genesyscloud-java)
• Logging framework: SLF4J with Logback or Log4j2
• Build tool: Maven or Gradle

Authentication Setup

The Java SDK manages OAuth token acquisition and refresh automatically when you configure an ApiClient. You must supply your client ID, client secret, and environment base URL. The SDK caches the token and handles expiration silently.

import com.mypurecloud.api.client.ApiClient;
import com.mypurecloud.api.client.auth.OAuth;
import com.mypurecloud.api.client.auth.OAuthFlow;
import com.mypurecloud.api.client.auth.OAuthScope;

public class GenesysAuthSetup {
    public static ApiClient buildApiClient(String clientId, String clientSecret, String envUrl) {
        ApiClient client = new ApiClient();
        OAuth oauth = new OAuth();
        oauth.setClientId(clientId);
        oauth.setClientSecret(clientSecret);
        oauth.setFlow(OAuthFlow.CLIENT_CREDENTIALS);
        oauth.addScope(new OAuthScope().value("agentassist:suggestion:write"));
        client.setOAuth(oauth);
        client.setBasePath(envUrl);
        return client;
    }
}

Implementation

Step 1: SDK Initialization and Platform Client Configuration

Initialize the PureCloudPlatformClientV2 wrapper. This object exposes all API namespaces, including Agent Assist. The SDK validates the OAuth token before each request. If the token expires, the SDK triggers a silent refresh using the stored credentials.

import com.mypurecloud.api.PureCloudPlatformClientV2;
import com.mypurecloud.api.client.ApiClient;

public class AgentAssistCaseCreator {
    private final PureCloudPlatformClientV2 platformClient;
    private static final int MAX_FIELD_COUNT = 50;
    private static final int MAX_RETRY_ATTEMPTS = 3;
    private static final long BASE_RETRY_DELAY_MS = 1000;

    public AgentAssistCaseCreator(ApiClient apiClient) {
        this.platformClient = new PureCloudPlatformClientV2(apiClient);
    }
}

Step 2: Template Availability and Schema Validation

Before constructing the payload, verify that the target template exists and that the field matrix complies with CRM integration constraints. This step prevents 400 Bad Request responses caused by missing templates or schema violations. The validation pipeline checks template availability, enforces the maximum field count, and verifies required fields.

import com.mypurecloud.api.v2.agentassist.model.Suggestion;
import com.mypurecloud.api.v2.knowledge.model.Template;
import org.slf4j.Logger;
import org.slf4j.LoggerFactory;

import java.util.List;
import java.util.Map;
import java.util.Set;
import java.util.stream.Collectors;

public class AgentAssistCaseCreator {
    private static final Logger logger = LoggerFactory.getLogger(AgentAssistCaseCreator.class);
    // ... constructor from Step 1 ...

    public ValidationResult validateTemplateAndSchema(String templateId, Map<String, Object> fieldData, Set<String> requiredFields) {
        // Check field count constraint
        if (fieldData.size() > MAX_FIELD_COUNT) {
            return ValidationResult.fail(String.format("Field count %d exceeds CRM limit of %d", fieldData.size(), MAX_FIELD_COUNT));
        }

        // Verify required fields
        Set<String> missingFields = requiredFields.stream()
                .filter(field -> !fieldData.containsKey(field))
                .collect(Collectors.toSet());
        if (!missingFields.isEmpty()) {
            return ValidationResult.fail("Missing required fields: " + missingFields);
        }

        // Verify template availability via Knowledge API
        try {
            Template template = platformClient.knowledge().getTemplate(templateId);
            if (template == null || !template.getActive()) {
                return ValidationResult.fail("Template is inactive or unavailable");
            }
        } catch (Exception e) {
            return ValidationResult.fail("Template validation failed: " + e.getMessage());
        }

        return ValidationResult.success();
    }

    public static class ValidationResult {
        private final boolean success;
        private final String message;

        private ValidationResult(boolean success, String message) {
            this.success = success;
            this.message = message;
        }

        public static ValidationResult success() {
            return new ValidationResult(true, "Validation passed");
        }

        public static ValidationResult fail(String message) {
            return new ValidationResult(false, message);
        }

        public boolean isSuccess() { return success; }
        public String getMessage() { return message; }
    }
}

Step 3: Payload Construction and Field Mapping

Construct the Suggestion object using the validated template ID and interaction reference. Apply field mapping directives to align CRM data with Genesys case structure. Inject automatic context enrichment by attaching interaction metadata and agent session identifiers.

import com.mypurecloud.api.v2.agentassist.model.Suggestion;
import com.mypurecloud.api.v2.agentassist.model.SuggestionPayload;

import java.time.Instant;
import java.util.HashMap;
import java.util.Map;

public class AgentAssistCaseCreator {
    // ... previous code ...

    public Suggestion buildCaseSuggestion(
            String interactionId,
            String templateId,
            Map<String, Object> rawCrmData,
            Map<String, String> fieldMapping,
            String agentId,
            String sessionContext) {
        
        // Apply field mapping directives
        Map<String, Object> mappedPayload = new HashMap<>();
        for (Map.Entry<String, String> mapping : fieldMapping.entrySet()) {
            String sourceKey = mapping.getKey();
            String targetKey = mapping.getValue();
            if (rawCrmData.containsKey(sourceKey)) {
                mappedPayload.put(targetKey, rawCrmData.get(sourceKey));
            }
        }

        // Attach automatic context enrichment triggers
        mappedPayload.put("enrichmentContext", Map.of(
                "agentId", agentId,
                "sessionId", sessionContext,
                "enrichmentTimestamp", Instant.now().toString()
        ));

        // Construct the SDK suggestion object
        Suggestion suggestion = new Suggestion();
        suggestion.setInteractionId(interactionId);
        suggestion.setTemplateId(templateId);
        suggestion.setSuggestionType("case");
        suggestion.setPayload(mappedPayload);
        suggestion.setConfidence(0.95);
        suggestion.setStatus("pending");

        return suggestion;
    }
}

Step 4: Atomic POST Submission and Retry Logic

Submit the suggestion using an atomic POST operation. The SDK translates the Suggestion object into a POST /api/v2/agentassist/suggestions request. Implement exponential backoff for 429 Too Many Requests responses to prevent rate-limit cascades. Track creation latency for efficiency metrics.

import com.mypurecloud.api.client.ApiException;
import com.mypurecloud.api.v2.agentassist.model.Suggestion;
import com.mypurecloud.api.v2.agentassist.model.SuggestionResponse;

import java.time.Duration;
import java.time.Instant;

public class AgentAssistCaseCreator {
    // ... previous code ...

    public SubmissionResult submitCaseSuggestion(Suggestion suggestion) throws Exception {
        Instant start = Instant.now();
        int attempt = 0;
        Throwable lastException = null;

        while (attempt < MAX_RETRY_ATTEMPTS) {
            try {
                SuggestionResponse response = platformClient.agentassist().postAgentassistSuggestion(suggestion);
                Instant end = Instant.now();
                Duration latency = Duration.between(start, end);
                
                logger.info("Case suggestion created successfully. ID: {}, Latency: {} ms", 
                        response.getId(), latency.toMillis());
                
                return new SubmissionResult(true, response, latency.toMillis());
            } catch (ApiException e) {
                lastException = e;
                if (e.getCode() == 429) {
                    attempt++;
                    if (attempt < MAX_RETRY_ATTEMPTS) {
                        long delay = BASE_RETRY_DELAY_MS * (long) Math.pow(2, attempt - 1);
                        logger.warn("Rate limited (429). Retrying in {} ms", delay);
                        Thread.sleep(delay);
                    }
                } else {
                    // Non-retryable error
                    throw e;
                }
            }
        }
        throw new RuntimeException("Max retry attempts exceeded for case suggestion creation", lastException);
    }

    public static class SubmissionResult {
        private final boolean success;
        private final SuggestionResponse response;
        private final long latencyMs;

        public SubmissionResult(boolean success, SuggestionResponse response, long latencyMs) {
            this.success = success;
            this.response = response;
            this.latencyMs = latencyMs;
        }

        public boolean isSuccess() { return success; }
        public SuggestionResponse getResponse() { return response; }
        public long getLatencyMs() { return latencyMs; }
    }
}

Step 5: Webhook Synchronization and Audit Logging

Synchronize creation events with external case management tools by formatting a webhook payload. Generate structured audit logs for process governance. Track case acceptance rates by recording the suggestion status and linking it to downstream CRM events.

import com.fasterxml.jackson.databind.ObjectMapper;
import org.slf4j.Logger;
import org.slf4j.LoggerFactory;

import java.util.Map;

public class AgentAssistCaseCreator {
    private static final Logger auditLogger = LoggerFactory.getLogger("AGENTASSIST_AUDIT");
    private static final Logger metricsLogger = LoggerFactory.getLogger("AGENTASSIST_METRICS");
    private final ObjectMapper mapper = new ObjectMapper();

    // ... previous code ...

    public void syncAndAudit(SubmissionResult result, String externalSystemId) {
        if (!result.isSuccess()) {
            auditLogger.error("Case suggestion creation failed. ExternalSystem: {}", externalSystemId);
            return;
        }

        // Format webhook payload for external case management tools
        Map<String, Object> webhookPayload = Map.of(
                "event", "agentassist.case.created",
                "timestamp", java.time.Instant.now().toString(),
                "suggestionId", result.getResponse().getId(),
                "interactionId", result.getResponse().getInteractionId(),
                "templateId", result.getResponse().getTemplateId(),
                "externalSystemId", externalSystemId,
                "status", "submitted"
        );

        try {
            String webhookJson = mapper.writeValueAsString(webhookPayload);
            // In production, send webhookJson to your external case management endpoint
            auditLogger.info("Webhook sync payload generated: {}", webhookJson);
        } catch (Exception e) {
            auditLogger.error("Failed to serialize webhook payload", e);
        }

        // Record audit log for process governance
        auditLogger.info("AUDIT | Action: CREATE_CASE_SUGGESTION | SuggestionId: {} | Latency: {} ms | ExternalSystem: {}",
                result.getResponse().getId(), result.getLatencyMs(), externalSystemId);

        // Track creation latency and baseline acceptance rate metrics
        metricsLogger.info("METRIC | LatencyMs: {} | Status: {} | SuggestionId: {}",
                result.getLatencyMs(), result.getResponse().getStatus(), result.getResponse().getId());
    }
}

Complete Working Example

The following class integrates authentication, validation, payload construction, submission, retry logic, and audit synchronization into a single executable module. Replace the placeholder credentials with your OAuth client details.

import com.mypurecloud.api.PureCloudPlatformClientV2;
import com.mypurecloud.api.client.ApiClient;
import com.mypurecloud.api.client.auth.OAuth;
import com.mypurecloud.api.client.auth.OAuthFlow;
import com.mypurecloud.api.client.auth.OAuthScope;
import com.mypurecloud.api.v2.agentassist.model.Suggestion;
import com.mypurecloud.api.v2.agentassist.model.SuggestionResponse;
import com.mypurecloud.api.v2.knowledge.model.Template;
import com.fasterxml.jackson.databind.ObjectMapper;
import org.slf4j.Logger;
import org.slf4j.LoggerFactory;

import java.time.Duration;
import java.time.Instant;
import java.util.HashMap;
import java.util.Map;
import java.util.Set;
import java.util.stream.Collectors;

public class AgentAssistCaseCreator {
    private static final Logger logger = LoggerFactory.getLogger(AgentAssistCaseCreator.class);
    private static final Logger auditLogger = LoggerFactory.getLogger("AGENTASSIST_AUDIT");
    private static final Logger metricsLogger = LoggerFactory.getLogger("AGENTASSIST_METRICS");

    private final PureCloudPlatformClientV2 platformClient;
    private final ObjectMapper mapper = new ObjectMapper();
    private static final int MAX_FIELD_COUNT = 50;
    private static final int MAX_RETRY_ATTEMPTS = 3;
    private static final long BASE_RETRY_DELAY_MS = 1000;

    public AgentAssistCaseCreator(String clientId, String clientSecret, String envUrl) {
        ApiClient apiClient = new ApiClient();
        OAuth oauth = new OAuth();
        oauth.setClientId(clientId);
        oauth.setClientSecret(clientSecret);
        oauth.setFlow(OAuthFlow.CLIENT_CREDENTIALS);
        oauth.addScope(new OAuthScope().value("agentassist:suggestion:write"));
        apiClient.setOAuth(oauth);
        apiClient.setBasePath(envUrl);
        this.platformClient = new PureCloudPlatformClientV2(apiClient);
    }

    public ValidationResult validateTemplateAndSchema(String templateId, Map<String, Object> fieldData, Set<String> requiredFields) {
        if (fieldData.size() > MAX_FIELD_COUNT) {
            return ValidationResult.fail(String.format("Field count %d exceeds CRM limit of %d", fieldData.size(), MAX_FIELD_COUNT));
        }

        Set<String> missingFields = requiredFields.stream()
                .filter(field -> !fieldData.containsKey(field))
                .collect(Collectors.toSet());
        if (!missingFields.isEmpty()) {
            return ValidationResult.fail("Missing required fields: " + missingFields);
        }

        try {
            Template template = platformClient.knowledge().getTemplate(templateId);
            if (template == null || !template.getActive()) {
                return ValidationResult.fail("Template is inactive or unavailable");
            }
        } catch (Exception e) {
            return ValidationResult.fail("Template validation failed: " + e.getMessage());
        }

        return ValidationResult.success();
    }

    public Suggestion buildCaseSuggestion(
            String interactionId,
            String templateId,
            Map<String, Object> rawCrmData,
            Map<String, String> fieldMapping,
            String agentId,
            String sessionContext) {
        
        Map<String, Object> mappedPayload = new HashMap<>();
        for (Map.Entry<String, String> mapping : fieldMapping.entrySet()) {
            String sourceKey = mapping.getKey();
            String targetKey = mapping.getValue();
            if (rawCrmData.containsKey(sourceKey)) {
                mappedPayload.put(targetKey, rawCrmData.get(sourceKey));
            }
        }

        mappedPayload.put("enrichmentContext", Map.of(
                "agentId", agentId,
                "sessionId", sessionContext,
                "enrichmentTimestamp", Instant.now().toString()
        ));

        Suggestion suggestion = new Suggestion();
        suggestion.setInteractionId(interactionId);
        suggestion.setTemplateId(templateId);
        suggestion.setSuggestionType("case");
        suggestion.setPayload(mappedPayload);
        suggestion.setConfidence(0.95);
        suggestion.setStatus("pending");

        return suggestion;
    }

    public SubmissionResult submitCaseSuggestion(Suggestion suggestion) throws Exception {
        Instant start = Instant.now();
        int attempt = 0;
        Throwable lastException = null;

        while (attempt < MAX_RETRY_ATTEMPTS) {
            try {
                SuggestionResponse response = platformClient.agentassist().postAgentassistSuggestion(suggestion);
                Instant end = Instant.now();
                Duration latency = Duration.between(start, end);
                
                logger.info("Case suggestion created successfully. ID: {}, Latency: {} ms", 
                        response.getId(), latency.toMillis());
                
                return new SubmissionResult(true, response, latency.toMillis());
            } catch (com.mypurecloud.api.client.ApiException e) {
                lastException = e;
                if (e.getCode() == 429) {
                    attempt++;
                    if (attempt < MAX_RETRY_ATTEMPTS) {
                        long delay = BASE_RETRY_DELAY_MS * (long) Math.pow(2, attempt - 1);
                        logger.warn("Rate limited (429). Retrying in {} ms", delay);
                        Thread.sleep(delay);
                    }
                } else {
                    throw e;
                }
            }
        }
        throw new RuntimeException("Max retry attempts exceeded for case suggestion creation", lastException);
    }

    public void syncAndAudit(SubmissionResult result, String externalSystemId) {
        if (!result.isSuccess()) {
            auditLogger.error("Case suggestion creation failed. ExternalSystem: {}", externalSystemId);
            return;
        }

        Map<String, Object> webhookPayload = Map.of(
                "event", "agentassist.case.created",
                "timestamp", Instant.now().toString(),
                "suggestionId", result.getResponse().getId(),
                "interactionId", result.getResponse().getInteractionId(),
                "templateId", result.getResponse().getTemplateId(),
                "externalSystemId", externalSystemId,
                "status", "submitted"
        );

        try {
            String webhookJson = mapper.writeValueAsString(webhookPayload);
            auditLogger.info("Webhook sync payload generated: {}", webhookJson);
        } catch (Exception e) {
            auditLogger.error("Failed to serialize webhook payload", e);
        }

        auditLogger.info("AUDIT | Action: CREATE_CASE_SUGGESTION | SuggestionId: {} | Latency: {} ms | ExternalSystem: {}",
                result.getResponse().getId(), result.getLatencyMs(), externalSystemId);

        metricsLogger.info("METRIC | LatencyMs: {} | Status: {} | SuggestionId: {}",
                result.getLatencyMs(), result.getResponse().getStatus(), result.getResponse().getId());
    }

    public static void main(String[] args) {
        String clientId = "YOUR_CLIENT_ID";
        String clientSecret = "YOUR_CLIENT_SECRET";
        String envUrl = "https://api.mypurecloud.com";
        String templateId = "YOUR_KNOWLEDGE_TEMPLATE_ID";
        String interactionId = "YOUR_INTERACTION_ID";
        String externalSystemId = "CRM_CASE_SYNC_001";

        AgentAssistCaseCreator creator = new AgentAssistCaseCreator(clientId, clientSecret, envUrl);

        Map<String, Object> crmData = Map.of(
                "crm_ticket_number", "TKT-98765",
                "crm_customer_name", "Acme Corp",
                "crm_issue_category", "Billing",
                "crm_priority", "High"
        );

        Map<String, String> fieldMapping = Map.of(
                "crm_ticket_number", "ticketNumber",
                "crm_customer_name", "customerName",
                "crm_issue_category", "category",
                "crm_priority", "priority"
        );

        Set<String> requiredFields = Set.of("ticketNumber", "customerName", "category");

        ValidationResult validation = creator.validateTemplateAndSchema(templateId, crmData, requiredFields);
        if (!validation.isSuccess()) {
            logger.error("Validation failed: {}", validation.getMessage());
            return;
        }

        try {
            Suggestion suggestion = creator.buildCaseSuggestion(
                    interactionId, templateId, crmData, fieldMapping, "AGENT_123", "SESSION_456");
            
            SubmissionResult result = creator.submitCaseSuggestion(suggestion);
            creator.syncAndAudit(result, externalSystemId);
        } catch (Exception e) {
            logger.error("Case creation workflow failed", e);
        }
    }

    public static class ValidationResult {
        private final boolean success;
        private final String message;

        private ValidationResult(boolean success, String message) {
            this.success = success;
            this.message = message;
        }

        public static ValidationResult success() { return new ValidationResult(true, "Validation passed"); }
        public static ValidationResult fail(String message) { return new ValidationResult(false, message); }
        public boolean isSuccess() { return success; }
        public String getMessage() { return message; }
    }

    public static class SubmissionResult {
        private final boolean success;
        private final SuggestionResponse response;
        private final long latencyMs;

        public SubmissionResult(boolean success, SuggestionResponse response, long latencyMs) {
            this.success = success;
            this.response = response;
            this.latencyMs = latencyMs;
        }

        public boolean isSuccess() { return success; }
        public SuggestionResponse getResponse() { return response; }
        public long getLatencyMs() { return latencyMs; }
    }
}

Common Errors & Debugging

Error: 400 Bad Request

• What causes it: The suggestion payload violates the Agent Assist schema, the template ID is invalid, or the field count exceeds the CRM integration constraint.
• How to fix it: Verify the templateId resolves to an active Knowledge template. Ensure the mapped payload does not exceed MAX_FIELD_COUNT. Validate that all required fields are present before calling postAgentassistSuggestion.
• Code showing the fix: The validateTemplateAndSchema method enforces field count limits and required field presence. Adjust the MAX_FIELD_COUNT constant to match your CRM schema constraints.

Error: 401 Unauthorized

• What causes it: The OAuth client credentials are incorrect, the token expired, or the agentassist:suggestion:write scope is missing.
• How to fix it: Regenerate the client secret in the Genesys Cloud Admin Console. Verify the scope configuration in the OAuth builder. The SDK automatically refreshes tokens, but initial authentication requires valid credentials.
• Code showing the fix: Ensure oauth.addScope(new OAuthScope().value("agentassist:suggestion:write")) matches the exact scope name. Restart the application to force a fresh token request.

Error: 429 Too Many Requests

• What causes it: The Agent Assist API enforces rate limits per client ID. Bulk suggestion creation triggers throttling.
• How to fix it: Implement exponential backoff. The retry loop in submitCaseSuggestion catches 429 status codes, waits for an increasing delay, and resubmits the request up to three times.
• Code showing the fix: The while (attempt < MAX_RETRY_ATTEMPTS) block handles retry logic. Increase MAX_RETRY_ATTEMPTS or adjust BASE_RETRY_DELAY_MS if your deployment scales to high concurrency.

Error: 403 Forbidden

• What causes it: The OAuth application lacks the required permissions, or the user/service account associated with the client does not have Agent Assist management rights.
• How to fix it: Assign the Agent Assist Manager or Agent Assist Contributor role to the service account. Verify that the OAuth application has been granted API access for the agentassist namespace.
• Code showing the fix: No code change is required. Resolve the permission gap in the Genesys Cloud Admin Console under Users and Applications.

Official References

• Agent Assist API Documentation
• POST /api/v2/agentassist/suggestions
• Java SDK Reference
• OAuth 2.0 Client Credentials Flow