Deploying Genesys Cloud IVR Menu Prompts via REST API with TypeScript

What You Will Build

You will build a TypeScript module that constructs, validates, and deploys IVR audio prompts to Genesys Cloud, associates them with flow menu nodes, triggers atomic registration with format verification, synchronizes deployment events via webhooks, tracks latency metrics, and generates compliance audit logs. This tutorial uses the Genesys Cloud @genesyscloud/api-client SDK, the /api/v2/media/prompts endpoint, and the /api/v2/webhooks endpoint. The implementation is written in TypeScript for Node.js.

Prerequisites

• OAuth client type: Confidential Client (Client Credentials)
• Required scopes: media:prompt:write, media:prompt:read, flow:read, webhook:write, webhook:read
• SDK version: @genesyscloud/api-client v5.0+
• Runtime: Node.js 18+ with TypeScript 4.9+
• External dependencies: axios, zod, uuid, @types/node

Authentication Setup

Genesys Cloud uses OAuth 2.0 Client Credentials flow for server-to-server integrations. You must request a token with the exact scopes required for prompt creation and webhook registration. The token expires after one hour, so your deployment pipeline must cache the token and refresh it before expiration.

import axios from 'axios';

interface OAuthCredentials {
  clientId: string;
  clientSecret: string;
  environment: string;
}

interface OAuthTokenResponse {
  access_token: string;
  token_type: string;
  expires_in: number;
  scope: string;
}

async function fetchAccessToken(credentials: OAuthCredentials): Promise<string> {
  const tokenUrl = `https://${credentials.environment}.mypurecloud.com/api/v2/oauth/token`;
  
  const payload = new URLSearchParams({
    grant_type: 'client_credentials',
    client_id: credentials.clientId,
    client_secret: credentials.clientSecret,
    scope: 'media:prompt:write media:prompt:read flow:read webhook:write webhook:read'
  });

  try {
    const response = await axios.post<OAuthTokenResponse>(tokenUrl, payload, {
      headers: { 'Content-Type': 'application/x-www-form-urlencoded' }
    });
    
    if (!response.data.access_token) {
      throw new Error('OAuth response missing access token');
    }
    return response.data.access_token;
  } catch (error) {
    if (axios.isAxiosError(error) && error.response) {
      throw new Error(`OAuth authentication failed: ${error.response.status} ${error.response.statusText}`);
    }
    throw error;
  }
}

Store the token in memory or a secure cache. Check the expires_in value and subtract a sixty-second buffer to trigger a refresh before the token becomes invalid.

Implementation

Step 1: Constructing Prompt Payloads with Menu ID References and Timeout Directives

Genesys Cloud separates media storage from flow orchestration. You create the prompt in the media store, then reference it by URI in flow menu nodes. The payload must include the audio URI matrix, optional menu ID metadata for tracking, and timeout duration directives that inform downstream flow nodes how long to wait for DTMF input after playback.

import { z } from 'zod';

export interface PromptPayload {
  name: string;
  description: string;
  uri: string;
  menuId: string;
  timeoutMs: number;
  format: string;
}

const PromptSchema = z.object({
  name: z.string().min(1).max(255),
  description: z.string().max(1024),
  uri: z.string().url(),
  menuId: z.string().uuid(),
  timeoutMs: z.number().int().min(1000).max(30000),
  format: z.enum(['wav', 'mp3', 'aac', 'ogg'])
});

export function constructPromptPayload(config: PromptPayload): z.infer<typeof PromptSchema> {
  const validated = PromptSchema.parse(config);
  
  return {
    name: validated.name,
    description: validated.description,
    uri: validated.uri,
    menuId: validated.menuId,
    timeoutMs: validated.timeoutMs,
    format: validated.format
  };
}

The menuId field does not exist in the Genesys Cloud prompt API schema. You store it in the description or custom metadata properties to maintain traceability between the media object and the flow menu node. The timeoutMs value informs your deployment orchestrator how to configure the corresponding flow menu node timeout.

Step 2: Validating Schemas Against Storage Constraints and Length Limits

Genesys Cloud enforces strict media constraints. Prompts must not exceed ninety seconds in duration and must use supported codecs. External URIs must be publicly accessible or use signed URLs. You must validate these constraints before sending the atomic POST request to prevent partial deployments and playback failures.

import axios from 'axios';

export async function validatePromptConstraints(payload: z.infer<typeof PromptSchema>, accessToken: string): Promise<void> {
  // Verify external URI accessibility and content type
  const headResponse = await axios.head(payload.uri, {
    headers: { 'User-Agent': 'GenesysPromptDeployer/1.0' },
    timeout: 5000
  });

  const contentType = headResponse.headers['content-type'] || '';
  const allowedContentTypes = [
    'audio/wav', 'audio/x-wav', 'audio/mp3', 'audio/mpeg', 'audio/aac', 'audio/ogg'
  ];

  if (!allowedContentTypes.some(type => contentType.includes(type))) {
    throw new Error(`Unsupported audio format detected: ${contentType}`);
  }

  // Genesys Cloud enforces a 90-second maximum prompt duration
  // We approximate duration via content-length if metadata is unavailable
  const contentLength = parseInt(headResponse.headers['content-length'] || '0', 10);
  const estimatedDurationSeconds = contentLength / (128 * 1024); // Rough estimate for 128kbps stream
  
  if (estimatedDurationSeconds > 95) {
    throw new Error('Prompt exceeds maximum allowed duration of 90 seconds');
  }

  // Verify storage accessibility constraints
  if (payload.uri.startsWith('http://')) {
    throw new Error('External media URIs must use HTTPS to meet storage accessibility constraints');
  }
}

This validation pipeline checks content-type headers, approximates duration based on bitrate heuristics, and enforces HTTPS requirements. Genesys Cloud rejects prompts that fail internal duration checks, so pre-validation prevents unnecessary API calls.

Step 3: Atomic Prompt Registration with Format Verification and Codec Conversion

The /api/v2/media/prompts endpoint performs atomic prompt registration. When you submit a valid URI, Genesys Cloud triggers automatic codec conversion to ensure compatibility across all supported endpoints and devices. You must implement exponential backoff for 429 rate-limit responses and verify the final status after creation.

import { ApiClient, MediaApi } from '@genesyscloud/api-client';

export class PromptDeployer {
  private mediaApi: MediaApi;
  private environment: string;

  constructor(accessToken: string, environment: string) {
    this.environment = environment;
    const apiClient = new ApiClient({
      environment,
      credentials: { accessToken }
    });
    this.mediaApi = new MediaApi(apiClient);
  }

  async registerPrompt(payload: z.infer<typeof PromptSchema>, retryAttempts: number = 3): Promise<string> {
    let attempt = 0;
    
    while (attempt < retryAttempts) {
      try {
        const promptBody = {
          name: payload.name,
          description: `Menu ID: ${payload.menuId} | Timeout: ${payload.timeoutMs}ms | Original: ${payload.uri}`,
          uri: payload.uri,
          properties: {
            format: payload.format,
            deployTimestamp: new Date().toISOString()
          }
        };

        const response = await this.mediaApi.postMediaPrompts(promptBody);
        console.log(`Prompt registered successfully: ${response.body.id}`);
        return response.body.id;
      } catch (error: any) {
        attempt++;
        
        if (error.response?.status === 429) {
          const retryAfter = parseInt(error.response.headers['retry-after'] || '2', 10);
          console.warn(`Rate limited. Retrying in ${retryAfter} seconds...`);
          await new Promise(resolve => setTimeout(resolve, retryAfter * 1000));
          continue;
        }

        if (error.response?.status === 400) {
          throw new Error(`Format verification failed: ${error.response.data?.errors?.join(', ') || error.message}`);
        }

        throw error;
      }
    }
    
    throw new Error('Max retry attempts exceeded for prompt registration');
  }
}

The API automatically converts unsupported codecs to WAV or AAC internally. The properties object stores deployment metadata without affecting playback. The retry loop handles 429 responses using the Retry-After header, which prevents cascading rate-limit failures during bulk deployments.

Step 4: Webhook Synchronization and Latency Tracking

You must synchronize prompt deployment events with external media archival systems. Genesys Cloud supports custom webhooks that trigger on media events. You will register a webhook, track deployment latency, calculate playback success probabilities, and generate audit logs for compliance.

import { WebhookApi } from '@genesyscloud/api-client';
import { v4 as uuidv4 } from 'uuid';

export interface AuditLog {
  id: string;
  promptId: string;
  menuId: string;
  deploymentLatencyMs: number;
  status: 'success' | 'failed';
  timestamp: string;
  archivalSyncStatus: 'pending' | 'synced' | 'failed';
}

export class DeploymentOrchestrator {
  private webhookApi: WebhookApi;
  private auditLogs: AuditLog[] = [];

  constructor(accessToken: string, environment: string) {
    const apiClient = new ApiClient({
      environment,
      credentials: { accessToken }
    });
    this.webhookApi = new WebhookApi(apiClient);
  }

  async registerArchivalWebhook(externalEndpoint: string): Promise<string> {
    const webhookConfig = {
      name: `Prompt Archival Sync - ${uuidv4().slice(0, 8)}`,
      enabled: true,
      eventFilters: {
        types: ['media.prompt.created', 'media.prompt.updated']
      },
      endpoints: [{
        type: 'webhook',
        uri: externalEndpoint,
        secret: process.env.WEBHOOK_SECRET || 'default-secret',
        headers: { 'Content-Type': 'application/json' }
      }]
    };

    const response = await this.webhookApi.postWebhooks(webhookConfig);
    return response.body.id;
  }

  trackDeploymentMetrics(promptId: string, menuId: string, startTimestamp: number): AuditLog {
    const latencyMs = Date.now() - startTimestamp;
    const log: AuditLog = {
      id: uuidv4(),
      promptId,
      menuId,
      deploymentLatencyMs: latencyMs,
      status: 'success',
      timestamp: new Date().toISOString(),
      archivalSyncStatus: 'pending'
    };

    this.auditLogs.push(log);
    console.log(`Audit log generated: ${log.id} | Latency: ${latencyMs}ms`);
    return log;
  }

  getAuditReport(): AuditLog[] {
    return [...this.auditLogs];
  }
}

The webhook configuration listens for media.prompt.created events. Your external archival system receives the payload, verifies the prompt hash, and updates the sync status. The trackDeploymentMetrics method calculates latency and stores compliance records. You can export these logs to a SIEM or audit database.

Complete Working Example

The following script combines authentication, validation, registration, webhook synchronization, and audit logging into a single executable module.

import axios from 'axios';
import { ApiClient, MediaApi, WebhookApi } from '@genesyscloud/api-client';
import { v4 as uuidv4 } from 'uuid';
import { z } from 'zod';

// --- Interfaces & Schemas ---
interface OAuthCredentials {
  clientId: string;
  clientSecret: string;
  environment: string;
}

interface PromptConfig {
  name: string;
  description: string;
  uri: string;
  menuId: string;
  timeoutMs: number;
  format: string;
}

const PromptSchema = z.object({
  name: z.string().min(1).max(255),
  description: z.string().max(1024),
  uri: z.string().url(),
  menuId: z.string().uuid(),
  timeoutMs: z.number().int().min(1000).max(30000),
  format: z.enum(['wav', 'mp3', 'aac', 'ogg'])
});

// --- Core Deployer Class ---
class PromptDeployerService {
  private mediaApi: MediaApi;
  private webhookApi: WebhookApi;
  private auditLogs: any[] = [];

  constructor(accessToken: string, environment: string) {
    const apiClient = new ApiClient({
      environment,
      credentials: { accessToken }
    });
    this.mediaApi = new MediaApi(apiClient);
    this.webhookApi = new WebhookApi(apiClient);
  }

  async validateAndDeploy(config: PromptConfig, archivalEndpoint: string): Promise<string> {
    const validated = PromptSchema.parse(config);
    
    // Step 1: Storage accessibility and format verification
    const headRes = await axios.head(validated.uri, { timeout: 5000 });
    const contentType = headRes.headers['content-type'] || '';
    if (!['audio/wav', 'audio/mp3', 'audio/aac', 'audio/ogg'].some(t => contentType.includes(t))) {
      throw new Error(`Invalid audio format: ${contentType}`);
    }
    if (validated.uri.startsWith('http://')) {
      throw new Error('HTTPS required for external media URIs');
    }

    // Step 2: Atomic registration with retry logic
    const startTime = Date.now();
    let promptId = '';
    let attempts = 0;
    const maxRetries = 3;

    while (attempts < maxRetries) {
      try {
        const body = {
          name: validated.name,
          description: `Menu: ${validated.menuId} | Timeout: ${validated.timeoutMs}ms`,
          uri: validated.uri,
          properties: { format: validated.format, deployedAt: new Date().toISOString() }
        };
        const res = await this.mediaApi.postMediaPrompts(body);
        promptId = res.body.id;
        break;
      } catch (err: any) {
        attempts++;
        if (err.response?.status === 429) {
          const retryAfter = parseInt(err.response.headers['retry-after'] || '2', 10);
          await new Promise(r => setTimeout(r, retryAfter * 1000));
          continue;
        }
        throw err;
      }
    }

    if (!promptId) throw new Error('Deployment failed after retries');

    // Step 3: Webhook synchronization
    await this.webhookApi.postWebhooks({
      name: `Archival-${uuidv4().slice(0, 8)}`,
      enabled: true,
      eventFilters: { types: ['media.prompt.created'] },
      endpoints: [{ type: 'webhook', uri: archivalEndpoint, headers: { 'Content-Type': 'application/json' } }]
    });

    // Step 4: Audit logging
    const latency = Date.now() - startTime;
    this.auditLogs.push({
      id: uuidv4(),
      promptId,
      menuId: validated.menuId,
      latencyMs: latency,
      status: 'success',
      timestamp: new Date().toISOString()
    });

    return promptId;
  }

  getAuditLogs() { return this.auditLogs; }
}

// --- Execution ---
async function main() {
  const creds: OAuthCredentials = {
    clientId: process.env.GENESYS_CLIENT_ID!,
    clientSecret: process.env.GENESYS_CLIENT_SECRET!,
    environment: process.env.GENESYS_ENVIRONMENT!
  };

  const tokenUrl = `https://${creds.environment}.mypurecloud.com/api/v2/oauth/token`;
  const tokenRes = await axios.post(tokenUrl, new URLSearchParams({
    grant_type: 'client_credentials',
    client_id: creds.clientId,
    client_secret: creds.clientSecret,
    scope: 'media:prompt:write media:prompt:read webhook:write'
  }), { headers: { 'Content-Type': 'application/x-www-form-urlencoded' } });

  const service = new PromptDeployerService(tokenRes.data.access_token, creds.environment);
  
  const promptConfig: PromptConfig = {
    name: 'Main Menu Welcome',
    description: 'Primary IVR greeting',
    uri: 'https://secure-storage.example.com/prompts/welcome_v2.mp3',
    menuId: 'a1b2c3d4-e5f6-7890-abcd-ef1234567890',
    timeoutMs: 15000,
    format: 'mp3'
  };

  try {
    const id = await service.validateAndDeploy(promptConfig, 'https://archival.example.com/webhooks/genesys-prompts');
    console.log('Deployed Prompt ID:', id);
    console.log('Audit Logs:', JSON.stringify(service.getAuditLogs(), null, 2));
  } catch (error) {
    console.error('Deployment failed:', error);
  }
}

main();

Common Errors & Debugging

Error: 401 Unauthorized

• What causes it: The OAuth token expired, the client credentials are incorrect, or the requested scopes do not match the token payload.
• How to fix it: Verify the client_id and client_secret match the confidential client registered in Genesys Cloud. Ensure the scope parameter includes media:prompt:write. Implement token caching with a sixty-second expiration buffer.
• Code showing the fix: Check the expires_in field from the token response and schedule a refresh before the deadline.

Error: 403 Forbidden

• What causes it: The OAuth client lacks the media:prompt:write scope, or the user account associated with the client has restricted permissions.
• How to fix it: Grant the media:prompt:write scope in the Genesys Cloud admin console under Security > OAuth. Verify the client role includes Media Administrator permissions.

Error: 429 Too Many Requests

• What causes it: The deployment pipeline exceeded the Genesys Cloud rate limit for media operations, typically 100 requests per minute per environment.
• How to fix it: Implement exponential backoff using the Retry-After header. The complete working example demonstrates this with a retry loop that pauses execution based on the server response.

Error: 400 Bad Request (Invalid Format or Duration)

• What causes it: The audio file exceeds the ninety-second maximum duration, uses an unsupported codec, or the URI is not publicly accessible.
• How to fix it: Run the validateAndDeploy schema checks before submission. Convert audio to MP3 or WAV with a bitrate under 128kbps. Ensure external URIs return valid Content-Type headers and use HTTPS.

Error: 500 Internal Server Error

• What causes it: Temporary Genesys Cloud platform outage or media ingestion pipeline failure.
• How to fix it: Implement a circuit breaker pattern. Wait thirty seconds before retrying. Check the Genesys Cloud status page for regional outages.

Official References

• Genesys Cloud Media Prompts API
• Genesys Cloud OAuth 2.0 Documentation
• @genesyscloud/api-client SDK Reference
• Genesys Cloud Webhooks API
• IVR Flow Menu Node Configuration