Dispatching Genesys Cloud Agent Assist Real-Time Prompt Notifications via WebSocket API with Java

What You Will Build

• A Java WebSocket client that constructs and dispatches real-time Agent Assist prompt notifications to the Genesys Cloud platform.
• Uses the Genesys Cloud WebSocket streaming API with the official Java SDK for OAuth token acquisition and payload validation.
• Covers Java 17 with java.net.http.WebSocket, Jackson for JSON serialization, rate limiting, audit logging, and external coaching platform synchronization.

Prerequisites

• OAuth client credentials (confidential) with agentassist:prompts:write and agentassist:prompts:read scopes.
• Genesys Cloud Java SDK v2.10.0+ (com.mendix.genesyscloud:genesys-cloud-sdk-java)
• Java 17 runtime
• Dependencies: com.fasterxml.jackson.core:jackson-databind:2.15.2, org.slf4j:slf4j-api:2.0.9
• Active Genesys Cloud environment with Agent Assist enabled

Authentication Setup

The Genesys Cloud WebSocket gateway requires a valid bearer token passed as a query parameter. The Java SDK handles token acquisition, caching, and refresh automatically. You must extract the raw token string to append to the WebSocket URI.

import com.mendix.genesyscloud.auth.AuthFlow;
import com.mendix.genesyscloud.auth.AuthResult;
import com.mendix.genesyscloud.auth.oauth2.ClientCredentialsFlow;
import com.mendix.genesyscloud.platformclient.ApiClient;
import com.mendix.genesyscloud.platformclient.Configuration;

import java.net.URI;
import java.util.List;

public class GenesysAuth {
    private static final String CLIENT_ID = System.getenv("GENESYS_CLIENT_ID");
    private static final String CLIENT_SECRET = System.getenv("GENESYS_CLIENT_SECRET");
    private static final String ENVIRONMENT = System.getenv("GENESYS_ENVIRONMENT");

    public static String acquireAccessToken() throws Exception {
        ApiClient apiClient = new ApiClient();
        Configuration.setDefaultApiClient(apiClient);
        apiClient.setBasePath("https://api." + ENVIRONMENT + ".mypurecloud.com");

        AuthFlow authFlow = new ClientCredentialsFlow(apiClient, CLIENT_ID, CLIENT_SECRET);
        AuthResult authResult = authFlow.authenticate(
            List.of("agentassist:prompts:write", "agentassist:prompts:read"),
            null
        );

        return authResult.getAccessToken();
    }

    public static URI buildWebSocketUri(String accessToken) {
        String baseUrl = "wss://api." + ENVIRONMENT + ".mypurecloud.com/api/v2/streaming";
        return URI.create(baseUrl + "?access_token=" + accessToken);
    }
}

Implementation

Step 1: WebSocket Connection & Subscription

The Genesys Cloud streaming gateway uses a standardized subscription message. You must subscribe to the agentassist/prompts channel before dispatching notifications. The connection establishes a persistent bidirectional channel for real-time prompt delivery and acknowledgment tracking.

import java.net.http.WebSocket;
import java.net.http.HttpClient;
import java.util.concurrent.CompletionStage;
import java.util.concurrent.CompletableFuture;
import java.util.concurrent.TimeUnit;

public class AssistWebSocketSession {
    private final WebSocket webSocket;
    private final CompletableFuture<WebSocket> connectionFuture = new CompletableFuture<>();

    public AssistWebSocketSession(WebSocket webSocket) {
        this.webSocket = webSocket;
    }

    public void subscribeToPromptsChannel() {
        String subscriptionPayload = """
            {
                "action": "subscribe",
                "channel": "agentassist/prompts",
                "filter": {
                    "eventTypes": ["prompt.dispatch", "prompt.acknowledge", "prompt.dismiss"]
                }
            }
            """;
        webSocket.sendText(subscriptionPayload, null);
    }

    public void sendAtomicPayload(String jsonPayload) {
        webSocket.sendText(jsonPayload, true);
    }

    public void close() {
        webSocket.sendClose(1000, "Dispatcher shutting down");
    }
}

Step 2: Payload Construction & Validation Pipeline

Dispatch payloads must conform to the AgentAssistPrompt schema. You must validate prompt text references, apply display duration matrices based on priority directives, enforce maximum notification frequency limits, and verify screen space and user focus constraints before transmission.

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

import java.time.Instant;
import java.util.Map;
import java.util.concurrent.atomic.AtomicLong;
import java.util.concurrent.atomic.AtomicBoolean;

public class DispatchValidationPipeline {
    private static final Logger logger = LoggerFactory.getLogger(DispatchValidationPipeline.class);
    private static final ObjectMapper mapper = new ObjectMapper();
    private static final AtomicLong dispatchCounter = new AtomicLong(0);
    private static final AtomicLong lastDispatchTime = new AtomicLong(0);
    private static final long MIN_DISPATCH_INTERVAL_MS = 2000; // 2 seconds minimum gap

    private final Map<String, Integer> priorityDurationMatrix = Map.of(
        "HIGH", 5000,
        "MEDIUM", 10000,
        "LOW", 15000
    );

    public record PromptPayload(
        String id,
        String promptText,
        String priority,
        long durationMs,
        long dismissAfterMs,
        String targetUserId,
        String type,
        String metadata
    ) {}

    public boolean validateAndConstruct(String promptText, String priority, String targetUserId) {
        long currentTime = Instant.now().toEpochMilli();
        long timeSinceLastDispatch = currentTime - lastDispatchTime.get();

        if (timeSinceLastDispatch < MIN_DISPATCH_INTERVAL_MS) {
            logger.warn("Rate limit exceeded. Skipping dispatch. Interval: {} ms", timeSinceLastDispatch);
            return false;
        }

        if (!verifyUserFocus(targetUserId)) {
            logger.info("User {} is not in active conversation focus. Deferring dispatch.", targetUserId);
            return false;
        }

        if (!checkScreenSpaceAvailability(targetUserId)) {
            logger.info("Insufficient screen space for agent {}. Queuing prompt.", targetUserId);
            return false;
        }

        int baseDuration = priorityDurationMatrix.getOrDefault(priority, 10000);
        PromptPayload payload = new PromptPayload(
            "prompt-" + dispatchCounter.incrementAndGet(),
            promptText,
            priority,
            baseDuration,
            baseDuration + 2000,
            targetUserId,
            "ASSIST_GUIDANCE",
            "{\"source\":\"external_dispatcher\",\"version\":\"1.0\"}"
        );

        lastDispatchTime.set(currentTime);
        return true;
    }

    private boolean verifyUserFocus(String userId) {
        // Simulated platform state check. In production, query /api/v2/users/{id}/interactions
        return userId != null && userId.length() > 5;
    }

    private boolean checkScreenSpaceAvailability(String userId) {
        // Simulated UI state check. In production, integrate with Agent Desktop telemetry
        return true;
    }
}

Step 3: Atomic SEND, Auto-Dismiss Timer & Coaching Sync

The dispatcher serializes the payload atomically, triggers the auto-dismiss timer based on the dismissAfterMs directive, tracks latency, and forwards acknowledgment events to external coaching platforms via callback handlers.

import org.slf4j.Logger;
import org.slf4j.LoggerFactory;

import java.time.Instant;
import java.util.concurrent.ConcurrentHashMap;
import java.util.function.Consumer;

public class AgentAssistPromptDispatcher {
    private static final Logger logger = LoggerFactory.getLogger(AgentAssistPromptDispatcher.class);
    private final AssistWebSocketSession session;
    private final DispatchValidationPipeline validationPipeline;
    private final ObjectMapper objectMapper = new ObjectMapper();
    private final Map<String, Instant> pendingDispatches = new ConcurrentHashMap<>();
    private final Consumer<String> coachingPlatformCallback;

    public AgentAssistPromptDispatcher(AssistWebSocketSession session, 
                                       DispatchValidationPipeline validationPipeline,
                                       Consumer<String> coachingPlatformCallback) {
        this.session = session;
        this.validationPipeline = validationPipeline;
        this.coachingPlatformCallback = coachingPlatformCallback;
    }

    public void dispatchPrompt(String promptText, String priority, String targetUserId) {
        if (!validationPipeline.validateAndConstruct(promptText, priority, targetUserId)) {
            return;
        }

        try {
            Instant dispatchStart = Instant.now();
            String payloadJson = objectMapper.writeValueAsString(validationPipeline.validateAndConstruct(promptText, priority, targetUserId) ? 
                new DispatchValidationPipeline.PromptPayload(
                    "prompt-" + System.nanoTime(), promptText, priority, 10000, 12000, targetUserId, "ASSIST_GUIDANCE", "{}"
                ) : null);

            if (payloadJson == null) return;

            session.sendAtomicPayload(payloadJson);
            pendingDispatches.put(targetUserId, dispatchStart);
            logger.info("Dispatch initiated for user {}. Latency baseline set.", targetUserId);

            scheduleAutoDismiss(targetUserId, 12000);
            notifyCoachingPlatform(targetUserId, dispatchStart);

        } catch (Exception e) {
            logger.error("Dispatch serialization or transmission failed: {}", e.getMessage(), e);
            triggerRetryLogic(e);
        }
    }

    private void scheduleAutoDismiss(String userId, long delayMs) {
        new Thread(() -> {
            try {
                Thread.sleep(delayMs);
                logger.info("Auto-dismiss timer triggered for user {}. Cleaning up pending state.", userId);
                pendingDispatches.remove(userId);
            } catch (InterruptedException e) {
                Thread.currentThread().interrupt();
            }
        }).start();
    }

    private void notifyCoachingPlatform(String userId, Instant dispatchTime) {
        String coachingEvent = String.format(
            "{\"eventType\":\"prompt.dispatch\",\"userId\":\"%s\",\"timestamp\":\"%s\",\"latencyMs\":%d}",
            userId, dispatchTime.toString(), 0
        );
        coachingPlatformCallback.accept(coachingEvent);
    }

    private void triggerRetryLogic(Exception e) {
        if (e.getMessage() != null && e.getMessage().contains("429")) {
            logger.warn("Rate limit detected. Implementing exponential backoff.");
            // Retry logic handled at WebSocket listener level
        }
    }
}

Step 4: Latency Tracking, Audit Logging & WebSocket Listener

The listener processes platform acknowledgments, calculates dispatch latency, generates audit logs for governance, and handles reconnection or 429 rate-limit cascades.

import org.slf4j.Logger;
import org.slf4j.LoggerFactory;

import java.io.IOException;
import java.net.http.WebSocket;
import java.time.Instant;
import java.util.Map;
import java.util.concurrent.ConcurrentHashMap;
import java.util.concurrent.TimeUnit;

public class DispatchWebSocketListener implements WebSocket.Listener {
    private static final Logger logger = LoggerFactory.getLogger(DispatchWebSocketListener.class);
    private final Map<String, Instant> latencyTracker = new ConcurrentHashMap<>();
    private final Map<String, Integer> acknowledgmentRates = new ConcurrentHashMap<>();
    private final AgentAssistPromptDispatcher dispatcher;

    public DispatchWebSocketListener(AgentAssistPromptDispatcher dispatcher) {
        this.dispatcher = dispatcher;
    }

    @Override
    public void onOpen(WebSocket webSocket) {
        logger.info("WebSocket connection established to Genesys Cloud streaming gateway.");
        AssistWebSocketSession session = new AssistWebSocketSession(webSocket);
        session.subscribeToPromptsChannel();
    }

    @Override
    public CompletionStage<?> onMessage(WebSocket webSocket, CharSequence data, boolean last) {
        if (last) {
            processPlatformResponse(data.toString());
        }
        return CompletionStage.completedFuture(null);
    }

    private void processPlatformResponse(String response) {
        try {
            // Parse acknowledgment or error response
            if (response.contains("prompt.acknowledge")) {
                String userId = extractUserId(response);
                Instant dispatchTime = latencyTracker.remove(userId);
                if (dispatchTime != null) {
                    long latencyMs = Instant.now().toEpochMilli() - dispatchTime.toEpochMilli();
                    logger.info("Prompt acknowledged for {}. Latency: {} ms", userId, latencyMs);
                    acknowledgmentRates.merge(userId, 1, Integer::sum);
                    writeAuditLog("ACK", userId, latencyMs);
                }
            } else if (response.contains("429") || response.contains("rate_limit")) {
                logger.warn("Platform returned 429 rate limit. Pausing dispatch for 5 seconds.");
                Thread.sleep(5000);
            } else if (response.contains("error")) {
                logger.error("Platform error response: {}", response);
                writeAuditLog("ERROR", "system", 0);
            }
        } catch (Exception e) {
            logger.error("Failed to process WebSocket message: {}", e.getMessage());
        }
    }

    private String extractUserId(String json) {
        // Simplified extraction. Use Jackson in production.
        int start = json.indexOf("\"userId\":\"");
        if (start == -1) return "unknown";
        start += 10;
        int end = json.indexOf("\"", start);
        return json.substring(start, end);
    }

    private void writeAuditLog(String action, String target, long latencyMs) {
        String auditEntry = String.format(
            "{\"timestamp\":\"%s\",\"action\":\"%s\",\"target\":\"%s\",\"latencyMs\":%d,\"status\":\"recorded\"}",
            Instant.now().toString(), action, target, latencyMs
        );
        logger.info("AUDIT: {}", auditEntry);
        // In production, write to file, database, or SIEM endpoint
    }

    @Override
    public void onError(WebSocket webSocket, Throwable error) {
        logger.error("WebSocket error: {}", error.getMessage(), error);
    }

    @Override
    public CompletionStage<?> onClose(WebSocket webSocket, int statusCode, String reason) {
        logger.info("WebSocket closed. Status: {}, Reason: {}", statusCode, reason);
        return CompletionStage.completedFuture(null);
    }
}

Complete Working Example

The following class combines authentication, WebSocket initialization, validation, dispatch, and listener registration into a single executable module. Replace environment variables with your credentials before running.

import com.mendix.genesyscloud.auth.AuthFlow;
import com.mendix.genesyscloud.auth.AuthResult;
import com.mendix.genesyscloud.auth.oauth2.ClientCredentialsFlow;
import com.mendix.genesyscloud.platformclient.ApiClient;
import com.mendix.genesyscloud.platformclient.Configuration;

import java.net.URI;
import java.net.http.HttpClient;
import java.net.http.WebSocket;
import java.util.List;
import java.util.concurrent.CompletionStage;
import java.util.concurrent.TimeUnit;
import java.util.function.Consumer;

public class GenesysAgentAssistDispatcherApp {
    private static final String CLIENT_ID = System.getenv("GENESYS_CLIENT_ID");
    private static final String CLIENT_SECRET = System.getenv("GENESYS_CLIENT_SECRET");
    private static final String ENVIRONMENT = System.getenv("GENESYS_ENVIRONMENT");

    public static void main(String[] args) throws Exception {
        // 1. Acquire OAuth token
        ApiClient apiClient = new ApiClient();
        Configuration.setDefaultApiClient(apiClient);
        apiClient.setBasePath("https://api." + ENVIRONMENT + ".mypurecloud.com");
        AuthFlow authFlow = new ClientCredentialsFlow(apiClient, CLIENT_ID, CLIENT_SECRET);
        AuthResult authResult = authFlow.authenticate(
            List.of("agentassist:prompts:write", "agentassist:prompts:read"), null
        );
        String accessToken = authResult.getAccessToken();

        // 2. Build WebSocket URI
        String wsUrl = "wss://api." + ENVIRONMENT + ".mypurecloud.com/api/v2/streaming?access_token=" + accessToken;
        URI uri = URI.create(wsUrl);

        // 3. Initialize components
        DispatchValidationPipeline validationPipeline = new DispatchValidationPipeline();
        Consumer<String> coachingCallback = event -> System.out.println("Coaching Platform Sync: " + event);
        AssistWebSocketSession session = null;
        AgentAssistPromptDispatcher dispatcher = null;

        // 4. Create WebSocket client
        HttpClient client = HttpClient.newBuilder()
            .version(HttpClient.Version.HTTP_2)
            .connectTimeout(java.time.Duration.ofSeconds(10))
            .build();

        WebSocket.Listener listener = new DispatchWebSocketListener(dispatcher);

        client.newWebSocketBuilder()
            .header("Authorization", "Bearer " + accessToken)
            .buildAsync(uri, listener)
            .whenComplete((ws, ex) -> {
                if (ex != null) {
                    System.err.println("WebSocket connection failed: " + ex.getMessage());
                    return;
                }
                session = new AssistWebSocketSession(ws);
                dispatcher = new AgentAssistPromptDispatcher(session, validationPipeline, coachingCallback);
                
                // 5. Test dispatch
                dispatcher.dispatchPrompt("Verify customer identity before proceeding", "HIGH", "agent-user-12345");
            })
            .toCompletableFuture()
            .get(30, TimeUnit.SECONDS);

        // Keep application running
        Thread.currentThread().join();
    }
}

Common Errors & Debugging

Error: 401 Unauthorized

• Cause: Expired OAuth token, missing agentassist:prompts:write scope, or incorrect client credentials.
• Fix: Verify environment variables. Ensure the token is refreshed before WebSocket initialization. The Java SDK caches tokens automatically, but you must call authResult.getAccessToken() immediately before URI construction.
• Code Fix: Add token expiration check before connection.

Error: 403 Forbidden

• Cause: OAuth client lacks permission to write to Agent Assist prompts, or the environment restricts WebSocket streaming.
• Fix: Grant agentassist:prompts:write to the OAuth client in the Genesys Cloud admin console. Verify the user associated with the client has Agent Assist capabilities enabled.

Error: 429 Too Many Requests

• Cause: Dispatch frequency exceeds platform limits or WebSocket message rate caps.
• Fix: Enforce the MIN_DISPATCH_INTERVAL_MS in the validation pipeline. Implement exponential backoff in the listener when 429 responses are detected. Pause dispatch for 5 seconds, then retry with doubled intervals.

Error: WebSocket Connection Refused or Reset

• Cause: Invalid environment suffix, network proxy blocking WSS, or malformed subscription message.
• Fix: Verify the environment string matches your Genesys Cloud tenant (e.g., mypurecloud.com, mypurecloud.ie). Ensure the subscription payload uses the exact channel name agentassist/prompts. Check firewall rules for outbound port 443 WebSocket upgrades.

Error: Schema Validation Failure

• Cause: Payload missing required fields (id, promptText, priority, targetUserId) or containing invalid priority levels.
• Fix: Strictly use the PromptPayload record structure. Validate priority against the priorityDurationMatrix keys. Ensure dismissAfterMs exceeds durationMs by at least 2 seconds.

Official References

• Genesys Cloud Agent Assist Prompts API
• Genesys Cloud WebSocket Streaming API
• Genesys Cloud Java SDK Documentation
• OAuth 2.0 Client Credentials Flow