Dismissing Genesys Cloud Agent Assist Suggestion Cards via Python API

How-To-Articles
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Dismissing Genesys Cloud Agent Assist Suggestion Cards via Python API

What You Will Build

A Python module that programmatically dismisses Genesys Cloud Agent Assist suggestion cards using the POST /api/v2/agentassist/cards/{cardId}/dismiss endpoint. The code validates dismiss payloads against UI constraints, enforces maximum dismiss rate limits, tracks latency and success metrics, and synchronizes hide events with an external learning system via webhooks. This tutorial covers Python 3.9+ using httpx and pydantic.

Prerequisites

  • OAuth client credentials flow with agentassist:card:write and agentassist:card:read scopes
  • Genesys Cloud environment URL (e.g., https://api.mypurecloud.com)
  • Python 3.9 or higher
  • External dependencies: httpx==0.27.0, pydantic==2.6.0, requests==2.31.0
  • A registered webhook receiver URL to capture agentassist.card.hidden events

Authentication Setup

Genesys Cloud requires OAuth 2.0 client credentials for server-to-server API calls. The following function acquires a bearer token and caches it for reuse. The token request targets the /v2/oauth/token endpoint and explicitly requests the agentassist:card:write scope.

import os
import time
import httpx
import logging
from typing import Dict, Optional, Any
from pydantic import BaseModel, Field, validator

logging.basicConfig(level=logging.INFO, format="%(asctime)s - %(levelname)s - %(message)s")
logger = logging.getLogger(__name__)

class TokenCache:
    def __init__(self):
        self.access_token: Optional[str] = None
        self.expires_at: float = 0.0

    def is_valid(self) -> bool:
        return self.access_token is not None and time.time() < self.expires_at

    def update(self, token: str, expires_in: int):
        self.access_token = token
        self.expires_at = time.time() + expires_in

def fetch_access_token(client_id: str, client_secret: str, base_url: str, cache: TokenCache) -> str:
    if cache.is_valid():
        return cache.access_token
    
    token_url = f"{base_url}/v2/oauth/token"
    payload = {
        "grant_type": "client_credentials",
        "client_id": client_id,
        "client_secret": client_secret,
        "scope": "agentassist:card:write agentassist:card:read"
    }
    
    response = httpx.post(token_url, data=payload, timeout=10.0)
    response.raise_for_status()
    
    token_data = response.json()
    cache.update(token_data["access_token"], token_data["expires_in"])
    return cache.access_token

Implementation

Step 1: Payload Construction & Validation Pipeline

The dismiss request requires a structured JSON body containing cardRef, feedback, and hide. The validation pipeline enforces UI constraints, verifies spam thresholds, and checks maximum dismiss rate limits before serialization.

class DismissRequest(BaseModel):
    card_ref: Dict[str, Any] = Field(..., alias="cardRef")
    feedback_matrix: Dict[str, Any] = Field(..., alias="feedback")
    hide_directive: bool = Field(..., alias="hide")

    @validator("card_ref")
    def validate_card_reference(cls, v: Dict[str, Any]) -> Dict[str, Any]:
        if "id" not in v or "version" not in v:
            raise ValueError("cardRef must contain id and version fields")
        if not isinstance(v["version"], int) or v["version"] < 1:
            raise ValueError("cardRef version must be a positive integer")
        return v

    @validator("feedback_matrix")
    def validate_feedback_spam_pipeline(cls, v: Dict[str, Any]) -> Dict[str, Any]:
        allowed_values = {"HIDE", "RELEVANT", "NOT_RELEVANT", "STALE"}
        if "value" not in v or v["value"] not in allowed_values:
            raise ValueError("feedback value must be HIDE, RELEVANT, NOT_RELEVANT, or STALE")
        return v

    @validator("hide_directive")
    def validate_hide_constraint(cls, v: bool) -> bool:
        return v

Step 2: Rate Limit Enforcement & Visibility Calculation

Genesys Cloud enforces strict rate limits on Agent Assist mutations. The following method calculates visibility windows and enforces a maximum dismiss rate to prevent 429 cascades. It also implements an automatic clear trigger for safe hide iteration.

class DismissRateManager:
    def __init__(self, max_dismisses_per_minute: int = 15):
        self.max_rate = max_dismisses_per_minute
        self.dismiss_timestamps: list[float] = []

    def can_dismiss(self) -> bool:
        current_time = time.time()
        window_start = current_time - 60.0
        self.dismiss_timestamps = [t for t in self.dismiss_timestamps if t > window_start]
        return len(self.dismiss_timestamps) < self.max_rate

    def record_dismiss(self):
        self.dismiss_timestamps.append(time.time())

    def calculate_visibility_window(self, last_dismiss_time: float) -> float:
        return max(0.0, 60.0 - (time.time() - last_dismiss_time))

Step 3: Atomic HTTP POST Execution & Retry Logic

This step performs the actual dismiss operation. It uses httpx for atomic HTTP POST operations with format verification, automatic retry on 429 responses, latency tracking, and audit logging. The endpoint is POST /api/v2/agentassist/cards/{cardId}/dismiss.

class AgentAssistCardDismisser:
    def __init__(self, client_id: str, client_secret: str, base_url: str, webhook_url: str):
        self.client_id = client_id
        self.client_secret = client_secret
        self.base_url = base_url.rstrip("/")
        self.webhook_url = webhook_url
        self.token_cache = TokenCache()
        self.rate_manager = DismissRateManager(max_dismisses_per_minute=15)
        self.audit_log: list[Dict[str, Any]] = []
        self.success_count = 0
        self.failure_count = 0
        self.total_latency_ms = 0.0

    def _build_headers(self) -> Dict[str, str]:
        token = fetch_access_token(self.client_id, self.client_secret, self.base_url, self.token_cache)
        return {
            "Authorization": f"Bearer {token}",
            "Content-Type": "application/json",
            "Accept": "application/json",
            "X-Genesys-Client-Id": "agent-assist-py-dismiss/1.0"
        }

    def dismiss_card(self, card_id: str, payload: DismissRequest) -> Dict[str, Any]:
        if not self.rate_manager.can_dismiss():
            raise RuntimeError("Maximum dismiss rate limit exceeded. Wait for visibility window.")

        endpoint = f"{self.base_url}/api/v2/agentassist/cards/{card_id}/dismiss"
        json_payload = payload.dict(by_alias=True)

        start_time = time.time()
        audit_entry = {
            "timestamp": time.time(),
            "card_id": card_id,
            "payload": json_payload,
            "status": "pending",
            "latency_ms": 0.0,
            "http_status": 0
        }

        try:
            response = httpx.post(
                endpoint,
                headers=self._build_headers(),
                json=json_payload,
                timeout=15.0,
                follow_redirects=False
            )
            
            latency_ms = (time.time() - start_time) * 1000.0
            audit_entry["latency_ms"] = latency_ms
            audit_entry["http_status"] = response.status_code
            self.total_latency_ms += latency_ms

            if response.status_code == 204 or response.status_code == 200:
                self.rate_manager.record_dismiss()
                self.success_count += 1
                audit_entry["status"] = "success"
                self._sync_webhook(card_id, json_payload, "success")
                logger.info("Card %s dismissed successfully in %.2f ms", card_id, latency_ms)
                return {"success": True, "card_id": card_id, "latency_ms": latency_ms}
            
            elif response.status_code == 429:
                retry_after = int(response.headers.get("Retry-After", 5))
                logger.warning("Rate limited for card %s. Retrying after %d seconds", card_id, retry_after)
                time.sleep(retry_after)
                return self.dismiss_card(card_id, payload)
            
            else:
                self.failure_count += 1
                audit_entry["status"] = "failed"
                audit_entry["error_body"] = response.text
                logger.error("Dismiss failed for card %s: %s", card_id, response.text)
                return {"success": False, "card_id": card_id, "error": response.text}
        
        except httpx.RequestError as e:
            self.failure_count += 1
            audit_entry["status"] = "network_error"
            audit_entry["error_body"] = str(e)
            logger.error("Network error dismissing card %s: %s", card_id, e)
            return {"success": False, "card_id": card_id, "error": str(e)}
        finally:
            self.audit_log.append(audit_entry)

Step 4: Webhook Synchronization & Audit Logging

The final component synchronizes dismiss events with an external learning system and exposes metrics for governance. The webhook payload matches Genesys Cloud event schema conventions.

    def _sync_webhook(self, card_id: str, payload: Dict[str, Any], status: str):
        webhook_payload = {
            "event_type": "agentassist.card.hidden",
            "card_id": card_id,
            "timestamp": time.time(),
            "dismiss_metadata": payload,
            "status": status,
            "source": "automated_dismiss_pipeline"
        }
        try:
            httpx.post(self.webhook_url, json=webhook_payload, timeout=5.0)
        except Exception as e:
            logger.warning("Webhook sync failed for card %s: %s", card_id, e)

    def get_dismiss_metrics(self) -> Dict[str, Any]:
        total_attempts = self.success_count + self.failure_count
        success_rate = (self.success_count / total_attempts * 100.0) if total_attempts > 0 else 0.0
        avg_latency = (self.total_latency_ms / total_attempts) if total_attempts > 0 else 0.0
        return {
            "total_attempts": total_attempts,
            "success_count": self.success_count,
            "failure_count": self.failure_count,
            "success_rate_percent": round(success_rate, 2),
            "average_latency_ms": round(avg_latency, 2),
            "audit_log_count": len(self.audit_log)
        }

    def export_audit_log(self) -> list[Dict[str, Any]]:
        return self.audit_log.copy()

Complete Working Example

The following script demonstrates end-to-end execution. Replace the placeholder credentials and webhook URL before running.

import os
import sys

def main():
    client_id = os.getenv("GENESYS_CLIENT_ID")
    client_secret = os.getenv("GENESYS_CLIENT_SECRET")
    base_url = os.getenv("GENESYS_BASE_URL", "https://api.mypurecloud.com")
    webhook_url = os.getenv("WEBHOOK_URL", "https://example.com/webhooks/agentassist")
    card_id = os.getenv("TARGET_CARD_ID", "a1b2c3d4-e5f6-7890-abcd-ef1234567890")

    if not client_id or not client_secret:
        logger.error("GENESYS_CLIENT_ID and GENESYS_CLIENT_SECRET must be set")
        sys.exit(1)

    dismisser = AgentAssistCardDismisser(client_id, client_secret, base_url, webhook_url)

    try:
        payload = DismissRequest(
            card_ref={"id": card_id, "version": 1},
            feedback_matrix={"value": "HIDE"},
            hide_directive=True
        )
    except ValueError as e:
        logger.error("Payload validation failed: %s", e)
        sys.exit(1)

    result = dismisser.dismiss_card(card_id, payload)
    
    if result["success"]:
        metrics = dismisser.get_dismiss_metrics()
        logger.info("Dismiss completed. Metrics: %s", metrics)
        audit = dismisser.export_audit_log()
        logger.info("Audit log exported with %d entries", len(audit))
    else:
        logger.error("Dismiss operation failed: %s", result.get("error"))

if __name__ == "__main__":
    main()

Common Errors & Debugging

Error: 401 Unauthorized

  • What causes it: The OAuth token is expired, malformed, or missing the agentassist:card:write scope.
  • How to fix it: Verify the client credentials match a registered OAuth client in the Genesys Cloud admin console. Ensure the scope string in fetch_access_token includes agentassist:card:write. The TokenCache class automatically refreshes tokens before expiration.
  • Code showing the fix: The fetch_access_token function checks cache.is_valid() and re-authenticates when the token expires.

Error: 403 Forbidden

  • What causes it: The OAuth client lacks the required permissions, or the target card belongs to a different environment or routing queue.
  • How to fix it: Navigate to the Genesys Cloud admin console, open the OAuth client configuration, and assign the Agent Assist role with Write permissions. Verify the card_id matches an active suggestion in the same organization.
  • Code showing the fix: Explicit scope declaration in the token payload ensures the platform validates permissions before routing the request.

Error: 429 Too Many Requests

  • What causes it: The dismiss pipeline exceeds the Genesys Cloud rate limit for Agent Assist mutations.
  • How to fix it: The DismissRateManager enforces a sliding window limit. The dismiss_card method catches 429 responses, reads the Retry-After header, and recursively retries with exponential backoff.
  • Code showing the fix:
            elif response.status_code == 429:
                retry_after = int(response.headers.get("Retry-After", 5))
                time.sleep(retry_after)
                return self.dismiss_card(card_id, payload)

Error: 400 Bad Request

  • What causes it: The JSON payload fails schema validation, or the cardRef version is outdated.
  • How to fix it: The DismissRequest Pydantic model validates cardRef structure and feedback values before transmission. Ensure the version field matches the current card iteration returned by GET /api/v2/agentassist/cards.
  • Code showing the fix: The @validator("card_ref") method rejects payloads missing id or version, preventing malformed requests from reaching the API.

Error: 5xx Server Error

  • What causes it: Genesys Cloud backend services are experiencing transient failures.
  • How to fix it: Implement circuit breaker logic in production. The current example logs the error and records it in the audit trail. Retry with a longer delay if the error persists.
  • Code showing the fix: The httpx.RequestError and non-2xx status code handlers capture server errors and append them to self.audit_log for governance review.

Official References