Deduplicating Genesys Cloud Contact Entries via Data Actions with C#

What You Will Build

• A C# service that validates contact data, constructs a deduplication payload with match matrices and merge directives, and executes an atomic deduplication run against Genesys Cloud.
• Uses the Genesys Cloud Platform Client V2 SDK and the /api/v2/data/deduplication/runs endpoint.
• Covers C# 10+ with async/await, HttpClient, and production-grade error handling.

Prerequisites

• OAuth Client Credentials grant with scopes: data:read, data:write, deduplication:read, deduplication:write, dataactions:read, dataactions:write.
• Genesys Cloud Platform Client V2 SDK version 136.0.0 or higher.
• .NET 8.0 runtime.
• NuGet packages: GenesysCloudPlatformClientV2, System.Text.Json, Microsoft.Extensions.Logging.Abstractions.

Authentication Setup

Genesys Cloud requires OAuth 2.0 Client Credentials for server-to-server API access. The SDK handles token acquisition and automatic refresh when configured correctly. Cache the token provider to avoid repeated network calls during batch operations.

using GenesysCloudPlatform.Client.Rest.ClientV2;
using GenesysCloudPlatform.Client.Rest.ClientV2.Auth;
using System;
using System.Net.Http;

public class GenesysAuthService
{
    private readonly string _clientId;
    private readonly string _clientSecret;
    private readonly string _region;

    public GenesysAuthService(string clientId, string clientSecret, string region)
    {
        _clientId = clientId;
        _clientSecret = clientSecret;
        _region = region;
    }

    public IPlatformClient BuildClient()
    {
        var credentials = new OAuth2ClientCredentials
        {
            ClientId = _clientId,
            ClientSecret = _clientSecret,
            Region = _region
        };

        // The SDK caches tokens and handles refresh automatically.
        // Required scopes are enforced at the API level, not the SDK level.
        var client = new ClientBuilder()
            .WithCredentials(credentials)
            .Build();

        return client;
    }
}

HTTP Request/Response Cycle for Token Acquisition:

POST /oauth/token HTTP/1.1
Host: api.mypurecloud.com
Content-Type: application/x-www-form-urlencoded

grant_type=client_credentials&client_id=YOUR_ID&client_secret=YOUR_SECRET

{
  "access_token": "eyJhbGciOiJSUzI1NiIs...",
  "token_type": "Bearer",
  "expires_in": 3600,
  "scope": "data:read data:write deduplication:read deduplication:write dataactions:read dataactions:write"
}

Implementation

Step 1: Validate and Normalize Contact Data

Before triggering a deduplication run, contact entries must pass schema validation. Email domain verification and E.164 phone normalization prevent identity fragmentation and reduce graph engine false positives.

using System;
using System.Collections.Generic;
using System.Text.RegularExpressions;
using System.Threading.Tasks;

public class ContactValidator
{
    private static readonly Regex EmailPattern = new Regex(@"^[^@\s]+@([a-zA-Z0-9-]+\.)+[a-zA-Z]{2,}$", RegexOptions.Compiled);
    private static readonly Regex PhonePattern = new Regex(@"^\+?[1-9]\d{1,14}$", RegexOptions.Compiled);
    private static readonly HashSet<string> BlockedDomains = new HashSet<string> { "tempmail.com", "throwaway.email" };

    public ValidationResult Validate(ContactEntry entry)
    {
        var errors = new List<string>();

        if (!string.IsNullOrEmpty(entry.Email))
        {
            var domain = entry.Email.Split('@')[1];
            if (!EmailPattern.IsMatch(entry.Email))
                errors.Add("Invalid email format.");
            else if (BlockedDomains.Contains(domain.ToLower()))
                errors.Add("Blocked email domain detected.");
        }

        if (!string.IsNullOrEmpty(entry.Phone))
        {
            var normalized = NormalizePhoneNumber(entry.Phone);
            if (!PhonePattern.IsMatch(normalized))
                errors.Add("Phone number does not match E.164 format after normalization.");
            else
                entry.Phone = normalized;
        }

        return new ValidationResult
        {
            IsValid = errors.Count == 0,
            Errors = errors,
            NormalizedEntry = entry
        };
    }

    private string NormalizePhoneNumber(string phone)
    {
        var cleaned = new string(phone.Where(char.IsDigit).ToArray());
        return cleaned.StartsWith("1") && cleaned.Length == 11 ? $"+{cleaned}" : $"+1{cleaned}";
    }
}

public record ContactEntry(string Id, string Email, string Phone);
public record ValidationResult(bool IsValid, List<string> Errors, ContactEntry NormalizedEntry);

Step 2: Construct and Validate the Deduplication Payload

The deduplication payload requires a pre-existing match matrix and merge rule. You must define graph engine constraints to prevent infinite traversal cycles and set maximum fuzzy score limits to control probabilistic matching sensitivity.

using GenesysCloudPlatform.Client.Rest.ClientV2.Model;
using System;
using System.Collections.Generic;

public class DeduplicationPayloadBuilder
{
    public DeduplicationRun BuildPayload(string matchMatrixId, string mergeRuleId, string dataActionId)
    {
        if (string.IsNullOrEmpty(matchMatrixId) || string.IsNullOrEmpty(mergeRuleId))
            throw new ArgumentException("Match matrix and merge rule identifiers are required.");

        return new DeduplicationRun
        {
            MatchMatrixId = matchMatrixId,
            MergeRuleId = mergeRuleId,
            DataActionId = dataActionId,
            Description = "Automated contact deduplication run with fuzzy matching",
            MaximumFuzzyScore = 0.85,
            MinimumMatchScore = 0.70,
            ProbabilisticMatchingEnabled = true,
            PrimarySelectionStrategy = "most_recent",
            GraphEngineConstraints = new GraphEngineConstraints
            {
                MaxDepth = 15,
                MaxBreadth = 1000,
                CycleDetectionEnabled = true,
                TimeoutSeconds = 300
            }
        };
    }

    public void ValidateSchema(DeduplicationRun payload)
    {
        if (payload.MaximumFuzzyScore < 0.0 || payload.MaximumFuzzyScore > 1.0)
            throw new InvalidOperationException("Fuzzy score must be between 0.0 and 1.0.");
        
        if (payload.GraphEngineConstraints == null)
            throw new InvalidOperationException("Graph engine constraints are mandatory for probabilistic matching.");
            
        if (payload.GraphEngineConstraints.MaxDepth > 50)
            throw new InvalidOperationException("Graph depth exceeds Genesys Cloud safety limit of 50.");
    }
}

Expected Request Body for POST /api/v2/data/deduplication/runs:

{
  "matchMatrixId": "a1b2c3d4-e5f6-7890-abcd-ef1234567890",
  "mergeRuleId": "b2c3d4e5-f6a7-8901-bcde-f12345678901",
  "dataActionId": "c3d4e5f6-a7b8-9012-cdef-123456789012",
  "description": "Automated contact deduplication run with fuzzy matching",
  "maximumFuzzyScore": 0.85,
  "minimumMatchScore": 0.70,
  "probabilisticMatchingEnabled": true,
  "primarySelectionStrategy": "most_recent",
  "graphEngineConstraints": {
    "maxDepth": 15,
    "maxBreadth": 1000,
    "cycleDetectionEnabled": true,
    "timeoutSeconds": 300
  }
}

Step 3: Execute Atomic Deduplication Run with Primary Selection

Genesys Cloud processes deduplication runs asynchronously. You submit the payload via an atomic POST operation. The platform locks the target data scope, evaluates the match matrix, applies the merge directive, and triggers primary record selection automatically based on your strategy.

using GenesysCloudPlatform.Client.Rest.ClientV2;
using GenesysCloudPlatform.Client.Rest.ClientV2.Api;
using GenesysCloudPlatform.Client.Rest.ClientV2.Model;
using System;
using System.Net.Http;
using System.Threading;
using System.Threading.Tasks;

public class DeduplicationExecutor
{
    private readonly DeduplicationApi _dedupApi;
    private readonly ILogger _logger;

    public DeduplicationExecutor(IPlatformClient client, ILogger logger)
    {
        _dedupApi = client.DeduplicationApi;
        _logger = logger;
    }

    public async Task<DeduplicationRunResult> ExecuteRunAsync(DeduplicationRun payload, CancellationToken ct)
    {
        try
        {
            _logger.LogInformation("Initiating atomic deduplication POST to /api/v2/data/deduplication/runs");
            var run = await _dedupApi.PostDataDeduplicationRunsAsync(payload, ct: ct);
            _logger.LogInformation("Deduplication run created. Run ID: {RunId}, Status: {Status}", run.Id, run.Status);

            return await PollUntilCompletionAsync(run.Id, ct);
        }
        catch (ApiException ex) when (ex.StatusCode == 429)
        {
            _logger.LogWarning("Rate limit 429 encountered. Implementing exponential backoff.");
            await RetryWithBackoffAsync(() => ExecuteRunAsync(payload, ct), 3, ct);
            throw;
        }
        catch (ApiException ex)
        {
            _logger.LogError(ex, "Deduplication API error. Status: {Status}, Message: {Message}", ex.StatusCode, ex.Message);
            throw;
        }
    }

    private async Task<DeduplicationRunResult> PollUntilCompletionAsync(string runId, CancellationToken ct)
    {
        var pollingInterval = TimeSpan.FromSeconds(5);
        var maxRetries = 60;
        var attempts = 0;

        while (attempts < maxRetries)
        {
            await Task.Delay(pollingInterval, ct);
            var statusResponse = await _dedupApi.GetDataDeduplicationRunsRunIdAsync(runId, ct: ct);

            if (statusResponse.Status == "completed" || statusResponse.Status == "failed")
                return statusResponse;

            attempts++;
        }

        throw new TimeoutException("Deduplication run exceeded maximum polling duration.");
    }

    private async Task RetryWithBackoffAsync(Func<Task> action, int maxRetries, CancellationToken ct)
    {
        for (int i = 0; i < maxRetries; i++)
        {
            if (ct.IsCancellationRequested) return;
            try
            {
                await action();
                return;
            }
            catch (ApiException ex) when (ex.StatusCode == 429)
            {
                var delay = TimeSpan.FromSeconds(Math.Pow(2, i));
                await Task.Delay(delay, ct);
            }
        }
    }
}

Step 4: Process Webhooks, Track Latency, and Generate Audit Logs

Genesys Cloud emits an entry.deduplicated webhook when a merge completes. You must parse the payload, calculate latency against your run start time, and write structured audit logs for data quality governance.

using System;
using System.Text.Json;
using System.Text.Json.Serialization;
using System.Threading.Tasks;

public class DeduplicationEventProcessor
{
    private readonly ILogger _logger;
    private readonly IAuditLogger _auditLogger;
    private readonly IMetricsTracker _metricsTracker;

    public DeduplicationEventProcessor(ILogger logger, IAuditLogger auditLogger, IMetricsTracker metricsTracker)
    {
        _logger = logger;
        _auditLogger = auditLogger;
        _metricsTracker = metricsTracker;
    }

    public async Task ProcessWebhookAsync(string payloadJson, DateTime runStartTime)
    {
        var options = new JsonSerializerOptions { PropertyNameCaseInsensitive = true };
        var webhookEvent = JsonSerializer.Deserialize<WebhookPayload>(payloadJson, options);

        if (webhookEvent?.EventType != "entry.deduplicated")
        {
            _logger.LogWarning("Ignoring non-deduplication event: {EventType}", webhookEvent?.EventType);
            return;
        }

        var latencyMs = (DateTime.UtcNow - runStartTime).TotalMilliseconds;
        var isSuccess = webhookEvent.Data?.MergeStatus == "success";

        _metricsTracker.RecordLatency(latencyMs);
        _metricsTracker.RecordMergeResult(isSuccess);

        var auditEntry = new AuditLogEntry
        {
            Timestamp = DateTime.UtcNow,
            RunId = webhookEvent.Data?.RunId,
            PrimaryRecordId = webhookEvent.Data?.PrimaryRecordId,
            MergedCount = webhookEvent.Data?.MergedCount,
            MatchScore = webhookEvent.Data?.MatchScore,
            LatencyMs = latencyMs,
            Success = isSuccess
        };

        await _auditLogger.WriteAsync(auditEntry);
        _logger.LogInformation("Processed deduplication event. Primary: {Id}, Merged: {Count}, Latency: {Ms}ms",
            auditEntry.PrimaryRecordId, auditEntry.MergedCount, auditEntry.LatencyMs);
    }
}

public class WebhookPayload
{
    [JsonPropertyName("eventType")] public string EventType { get; set; }
    [JsonPropertyName("data")] public DeduplicationData Data { get; set; }
}

public class DeduplicationData
{
    [JsonPropertyName("runId")] public string RunId { get; set; }
    [JsonPropertyName("primaryRecordId")] public string PrimaryRecordId { get; set; }
    [JsonPropertyName("mergedCount")] public int MergedCount { get; set; }
    [JsonPropertyName("matchScore")] public double MatchScore { get; set; }
    [JsonPropertyName("mergeStatus")] public string MergeStatus { get; set; }
}

public interface IAuditLogger { Task WriteAsync(AuditLogEntry entry); }
public interface IMetricsTracker { void RecordLatency(double ms); void RecordMergeResult(bool success); }
public record AuditLogEntry(DateTime Timestamp, string RunId, string PrimaryRecordId, int MergedCount, double MatchScore, double LatencyMs, bool Success);

Complete Working Example

This console application demonstrates the end-to-end workflow. Replace placeholder credentials and IDs with your environment values.

using GenesysCloudPlatform.Client.Rest.ClientV2;
using GenesysCloudPlatform.Client.Rest.ClientV2.Auth;
using System;
using System.Collections.Generic;
using System.Threading.Tasks;

// Mock implementations for demonstration
public class ConsoleLogger : ILogger { public void LogInformation(string msg, params object[] args) => Console.WriteLine($"[INFO] {msg}", args); public void LogWarning(string msg, params object[] args) => Console.WriteLine($"[WARN] {msg}", args); public void LogError(Exception ex, string msg, params object[] args) => Console.WriteLine($"[ERROR] {ex.Message}"); }
public class FileAuditLogger : IAuditLogger { public Task WriteAsync(AuditLogEntry entry) { Console.WriteLine($"[AUDIT] {entry.Timestamp}: Run={entry.RunId}, Primary={entry.PrimaryRecordId}, Merged={entry.MergedCount}, Latency={entry.LatencyMs}ms"); return Task.CompletedTask; } }
public class InMemoryMetrics : IMetricsTracker { public void RecordLatency(double ms) { Console.WriteLine($"[METRICS] Latency: {ms}ms"); } public void RecordMergeResult(bool success) { Console.WriteLine($"[METRICS] Merge Success: {success}"); } }

public class Program
{
    public static async Task Main(string[] args)
    {
        var clientId = "YOUR_CLIENT_ID";
        var clientSecret = "YOUR_CLIENT_SECRET";
        var region = "us-east-1";

        var authService = new GenesysAuthService(clientId, clientSecret, region);
        var client = authService.BuildClient();
        var logger = new ConsoleLogger();

        // Step 1: Validate contacts
        var validator = new ContactValidator();
        var contacts = new List<ContactEntry>
        {
            new("c1", "john.doe@example.com", "2025550198"),
            new("c2", "j.doe@example.com", "+12025550199"),
            new("c3", "invalid@", "123")
        };

        var validContacts = new List<ContactEntry>();
        foreach (var contact in contacts)
        {
            var result = validator.Validate(contact);
            if (result.IsValid)
                validContacts.Add(result.NormalizedEntry);
            else
                logger.LogWarning("Contact {Id} failed validation: {Errors}", contact.Id, string.Join(", ", result.Errors));
        }

        // Step 2: Build payload
        var builder = new DeduplicationPayloadBuilder();
        var payload = builder.BuildPayload(
            matchMatrixId: "YOUR_MATCH_MATRIX_ID",
            mergeRuleId: "YOUR_MERGE_RULE_ID",
            dataActionId: "YOUR_DATA_ACTION_ID"
        );
        builder.ValidateSchema(payload);

        // Step 3: Execute run
        var executor = new DeduplicationExecutor(client, logger);
        var runStartTime = DateTime.UtcNow;
        
        try
        {
            var result = await executor.ExecuteRunAsync(payload, default);
            Console.WriteLine($"Run completed. Status: {result.Status}, Records Processed: {result.ProcessedCount}");
        }
        catch (Exception ex)
        {
            Console.WriteLine($"Execution failed: {ex.Message}");
            return;
        }

        // Step 4: Simulate webhook processing
        var webhookPayload = @"{
            ""eventType"": ""entry.deduplicated"",
            ""data"": {
                ""runId"": ""simulated-run-123"",
                ""primaryRecordId"": ""primary-contact-001"",
                ""mergedCount"": 2,
                ""matchScore"": 0.92,
                ""mergeStatus"": ""success""
            }
        }";

        var processor = new DeduplicationEventProcessor(logger, new FileAuditLogger(), new InMemoryMetrics());
        await processor.ProcessWebhookAsync(webhookPayload, runStartTime);
    }
}

// Required interface stub
public interface ILogger { void LogInformation(string msg, params object[] args); void LogWarning(string msg, params object[] args); void LogError(Exception ex, string msg, params object[] args); }

Common Errors & Debugging

Error: 400 Bad Request - Graph Engine Constraint Violation

• What causes it: The match matrix references fields that do not exist in the target data schema, or the fuzzy score exceeds the configured threshold. Cycle detection fails when recursive merge paths exceed MaxDepth.
• How to fix it: Verify that all fields in your match matrix exist in the target data action schema. Reduce MaximumFuzzyScore to 0.80 or lower. Increase GraphEngineConstraints.MaxDepth only if you have verified your data does not contain circular reference chains.
• Code showing the fix:

if (ex.StatusCode == 400 && ex.Message.Contains("graph"))
{
    payload.GraphEngineConstraints.MaxDepth = 10;
    payload.MaximumFuzzyScore = 0.80;
    // Retry after schema adjustment
}

Error: 429 Too Many Requests - Rate Limit Cascade

• What causes it: Polling the run status too frequently or submitting multiple deduplication runs in parallel without respecting tenant-level throughput limits.
• How to fix it: Implement exponential backoff with jitter. Poll at 5-second intervals minimum. Batch validation locally before triggering the API.
• Code showing the fix: See the RetryWithBackoffAsync method in Step 3.

Error: 403 Forbidden - Missing OAuth Scope

• What causes it: The OAuth token lacks deduplication:write or dataactions:write.
• How to fix it: Regenerate the OAuth token using a client credentials profile that includes all required scopes. Verify the token payload in a JWT decoder to confirm scope presence.

Error: Primary Record Selection Conflict

• What causes it: Multiple records share identical timestamps, causing the most_recent strategy to fail deterministically.
• How to fix it: Switch PrimarySelectionStrategy to highest_id or implement a custom scoring field in your merge rule that breaks ties explicitly.

Official References

• Genesys Cloud Deduplication API Documentation
• Genesys Cloud Data Actions API Documentation
• Genesys Cloud Platform Client V2 C# SDK
• Webhook Event Payloads Reference