Distributing Genesys Cloud Survey Questionnaires via Python SDK

What You Will Build

A Python module that programmatically constructs, validates, and distributes Genesys Cloud surveys by configuring question matrices, branching logic, and launch directives. The code validates payloads against engine constraints, triggers atomic distribution operations, syncs events to external CRM systems via webhooks, and tracks launch latency and audit trails.

Prerequisites

• Genesys Cloud OAuth service account with client ID and client secret
• Required scopes: survey:write, survey:read, webhook:write, analytics:query, audit:read
• Python 3.9 or higher
• External dependencies: pip install httpx pydantic
• Genesys Cloud organization with survey creation permissions enabled

Authentication Setup

Genesys Cloud uses OAuth 2.0 client credentials flow for server-to-server integrations. The following code establishes an authenticated session and caches the access token. Token expiration is handled explicitly to prevent mid-operation 401 failures.

import httpx
import time
import json
from typing import Optional

class GenesysAuth:
    def __init__(self, client_id: str, client_secret: str, org_id: str):
        self.client_id = client_id
        self.client_secret = client_secret
        self.org_id = org_id
        self.access_token: Optional[str] = None
        self.token_expiry: float = 0.0
        self.base_url = f"https://{org_id}.mypurecloud.com/api/v2"
        self.oauth_url = f"https://api.mypurecloud.com/oauth/token"

    def get_access_token(self) -> str:
        if self.access_token and time.time() < self.token_expiry - 30:
            return self.access_token

        payload = {
            "grant_type": "client_credentials",
            "client_id": self.client_id,
            "client_secret": self.client_secret
        }
        headers = {"Content-Type": "application/json"}
        
        with httpx.Client() as client:
            response = client.post(self.oauth_url, json=payload, headers=headers)
            response.raise_for_status()
            data = response.json()
            
        self.access_token = data["access_token"]
        self.token_expiry = time.time() + data["expires_in"]
        return self.access_token

    def get_headers(self) -> dict:
        return {
            "Authorization": f"Bearer {self.get_access_token()}",
            "Content-Type": "application/json",
            "Accept": "application/json"
        }

Implementation

Step 1: Construct and Validate Survey Payload

Survey distribution requires strict payload validation before submission. The Genesys Cloud survey engine enforces a maximum of 50 questions, requires complete localization for enabled languages, and validates branching logic references. The following function constructs the payload and runs schema constraints.

from typing import List, Dict, Any
import re

def validate_and_build_survey(
    name: str,
    questions: List[Dict[str, Any]],
    translations: Dict[str, Dict[str, str]],
    enabled_locales: List[str]
) -> Dict[str, Any]:
    # Constraint: Maximum 50 questions
    if len(questions) > 50:
        raise ValueError("Survey engine constraint exceeded: maximum 50 questions allowed.")

    # Validate question IDs and branching references
    question_ids = {q["id"] for q in questions}
    for q in questions:
        if q["id"] not in question_ids:
            raise ValueError(f"Invalid question reference in branching logic: {q['id']}")
        # Validate conditional branching targets exist
        if "conditionalBranching" in q:
            targets = [b["targetQuestionId"] for b in q["conditionalBranching"]]
            invalid_targets = [t for t in targets if t not in question_ids and t != "end"]
            if invalid_targets:
                raise ValueError(f"Branching logic points to non-existent questions: {invalid_targets}")

    # Localization completeness verification
    for locale in enabled_locales:
        if locale not in translations:
            raise ValueError(f"Localization completeness failed: missing translation for {locale}")
        locale_keys = set(translations[locale].keys())
        required_keys = {"name", "description", "thankYouMessage"}
        missing_keys = required_keys - locale_keys
        if missing_keys:
            raise ValueError(f"Localization incomplete for {locale}: missing {missing_keys}")

    payload = {
        "name": name,
        "description": translations[enabled_locales[0]]["description"],
        "enabled": True,
        "questions": questions,
        "settings": {
            "launch": {
                "autoLaunch": True,
                "launchDelaySeconds": 5
            },
            "responseSettings": {
                "allowAnonymous": False,
                "requireResponse": True,
                "maxResponsesPerContact": 1
            }
        },
        "translations": translations
    }
    return payload

Step 2: Atomic Survey Creation and Response Token Generation

Survey creation and distribution token generation must occur atomically to prevent race conditions. The POST /api/v2/surveys endpoint creates the questionnaire and returns the survey identifier. Distribution tokens are generated automatically when the survey is launched, but we can explicitly request a test token via the response endpoint to verify format compliance.

def create_survey(auth: GenesysAuth, payload: Dict[str, Any]) -> Dict[str, Any]:
    url = f"{auth.base_url}/surveys"
    headers = auth.get_headers()
    
    with httpx.Client() as client:
        response = client.post(url, json=payload, headers=headers)
        
        if response.status_code == 409:
            raise RuntimeError("Survey with this name already exists in the organization.")
        response.raise_for_status()
        
    return response.json()

def verify_response_token_format(auth: GenesysAuth, survey_id: str) -> str:
    # POST /api/v2/survey/responses generates a token for distribution verification
    url = f"{auth.base_url}/survey/responses"
    headers = auth.get_headers()
    token_payload = {
        "surveyId": survey_id,
        "contactId": "test-contact-001",
        "channel": "email"
    }
    
    with httpx.Client() as client:
        response = client.post(url, json=token_payload, headers=headers)
        response.raise_for_status()
        data = response.json()
        
    token = data.get("token")
    if not re.match(r"^[A-Za-z0-9_-]{32,64}$", token):
        raise ValueError("Response token format verification failed.")
    return token

Step 3: Configure Distribution Triggers and Launch Directive

Distribution requires explicit trigger configuration. The following code updates the survey with email and routing triggers, sets respondent eligibility filters, and activates the launch directive. This uses PUT /api/v2/surveys/{surveyId}.

def configure_distribution_triggers(auth: GenesysAuth, survey_id: str, triggers_config: Dict[str, Any]) -> None:
    url = f"{auth.base_url}/surveys/{survey_id}"
    headers = auth.get_headers()
    
    update_payload = {
        "id": survey_id,
        "triggers": [
            {
                "type": "email",
                "enabled": True,
                "settings": {
                    "fromAddress": triggers_config.get("fromAddress", "surveys@company.com"),
                    "subject": triggers_config.get("subject", "Your Feedback Matters"),
                    "templateId": triggers_config.get("templateId")
                }
            },
            {
                "type": "routing",
                "enabled": True,
                "settings": {
                    "queueIds": triggers_config.get("queueIds", []),
                    "postInteractionDelay": 10
                }
            }
        ],
        "audience": {
            "filter": triggers_config.get("eligibilityFilter", "contact.language == 'en'"),
            "excludeRecipients": triggers_config.get("excludeList", [])
        }
    }
    
    with httpx.Client() as client:
        response = client.put(url, json=update_payload, headers=headers)
        response.raise_for_status()

Step 4: Sync Distribution Events via Webhooks

External CRM alignment requires webhook registration. The following code registers a webhook for survey distribution events using POST /api/v2/platform/webhooks. It includes retry logic for 429 rate limits and verifies the endpoint responds with 200.

def register_distribution_webhook(auth: GenesysAuth, callback_url: str) -> str:
    url = f"{auth.base_url}/platform/webhooks"
    headers = auth.get_headers()
    
    webhook_payload = {
        "name": "Survey Distribution CRM Sync",
        "eventFilters": [
            {"type": "survey", "name": "survey.sent"},
            {"type": "survey", "name": "survey.response.submitted"}
        ],
        "callbackUrl": callback_url,
        "headers": {
            "Content-Type": "application/json",
            "X-Genesys-Event": "survey-distribution"
        },
        "enabled": True
    }
    
    max_retries = 3
    retry_count = 0
    
    with httpx.Client() as client:
        while retry_count < max_retries:
            response = client.post(url, json=webhook_payload, headers=headers)
            if response.status_code == 429:
                retry_after = int(response.headers.get("Retry-After", 2 ** retry_count))
                time.sleep(retry_after)
                retry_count += 1
                continue
            response.raise_for_status()
            break
        else:
            raise RuntimeError("Webhook registration failed after rate limit retries.")
            
    return response.json()["id"]

Step 5: Track Latency, Success Rates, and Audit Logs

Distribution efficiency requires querying analytics and audit trails. The following functions use POST /api/v2/analytics/conversations/details/query and POST /api/v2/auditlogs/query with cursor pagination to track launch success rates and generate governance logs.

def query_distribution_analytics(auth: GenesysAuth, survey_id: str) -> List[Dict[str, Any]]:
    url = f"{auth.base_url}/analytics/conversations/details/query"
    headers = auth.get_headers()
    
    query_payload = {
        "viewId": "conversation",
        "dateRange": {
            "from": "2023-01-01T00:00:00.000Z",
            "to": "2023-12-31T23:59:59.999Z"
        },
        "select": ["id", "surveyId", "surveyResponseCount", "surveySentTimestamp"],
        "where": [{"type": "equals", "fieldName": "surveyId", "value": survey_id}],
        "groupBy": ["surveyId"],
        "size": 100
    }
    
    results = []
    cursor = None
    max_pages = 10
    
    with httpx.Client() as client:
        for page in range(max_pages):
            payload = {**query_payload, "cursor": cursor} if cursor else query_payload
            response = client.post(url, json=payload, headers=headers)
            response.raise_for_status()
            data = response.json()
            
            results.extend(data.get("results", []))
            cursor = data.get("nextPageCursor")
            if not cursor:
                break
                
    return results

def generate_audit_log(auth: GenesysAuth, survey_id: str) -> List[Dict[str, Any]]:
    url = f"{auth.base_url}/auditlogs/query"
    headers = auth.get_headers()
    
    audit_payload = {
        "resourceIds": [survey_id],
        "resourceTypes": ["Survey"],
        "actions": ["CREATE", "UPDATE", "DISTRIBUTE"],
        "dateRange": {
            "from": "2023-01-01T00:00:00.000Z",
            "to": "2023-12-31T23:59:59.999Z"
        },
        "size": 50
    }
    
    audit_results = []
    cursor = None
    
    with httpx.Client() as client:
        response = client.post(url, json=audit_payload, headers=headers)
        response.raise_for_status()
        data = response.json()
        audit_results.extend(data.get("results", []))
        
    return audit_results

Complete Working Example

The following script combines all steps into a single executable module. Replace the credential placeholders before execution.

import os
import sys
import time
import httpx
import json
from typing import List, Dict, Any, Optional

# Authentication class from Step 1
class GenesysAuth:
    def __init__(self, client_id: str, client_secret: str, org_id: str):
        self.client_id = client_id
        self.client_secret = client_secret
        self.org_id = org_id
        self.access_token: Optional[str] = None
        self.token_expiry: float = 0.0
        self.base_url = f"https://{org_id}.mypurecloud.com/api/v2"
        self.oauth_url = f"https://api.mypurecloud.com/oauth/token"

    def get_access_token(self) -> str:
        if self.access_token and time.time() < self.token_expiry - 30:
            return self.access_token
        payload = {
            "grant_type": "client_credentials",
            "client_id": self.client_id,
            "client_secret": self.client_secret
        }
        headers = {"Content-Type": "application/json"}
        with httpx.Client() as client:
            response = client.post(self.oauth_url, json=payload, headers=headers)
            response.raise_for_status()
            data = response.json()
        self.access_token = data["access_token"]
        self.token_expiry = time.time() + data["expires_in"]
        return self.access_token

    def get_headers(self) -> dict:
        return {
            "Authorization": f"Bearer {self.get_access_token()}",
            "Content-Type": "application/json",
            "Accept": "application/json"
        }

# Validation and payload construction from Step 1
def validate_and_build_survey(
    name: str,
    questions: List[Dict[str, Any]],
    translations: Dict[str, Dict[str, str]],
    enabled_locales: List[str]
) -> Dict[str, Any]:
    if len(questions) > 50:
        raise ValueError("Survey engine constraint exceeded: maximum 50 questions allowed.")
    question_ids = {q["id"] for q in questions}
    for q in questions:
        if "conditionalBranching" in q:
            targets = [b["targetQuestionId"] for b in q["conditionalBranching"]]
            invalid_targets = [t for t in targets if t not in question_ids and t != "end"]
            if invalid_targets:
                raise ValueError(f"Branching logic points to non-existent questions: {invalid_targets}")
    for locale in enabled_locales:
        if locale not in translations:
            raise ValueError(f"Localization completeness failed: missing translation for {locale}")
        locale_keys = set(translations[locale].keys())
        required_keys = {"name", "description", "thankYouMessage"}
        missing_keys = required_keys - locale_keys
        if missing_keys:
            raise ValueError(f"Localization incomplete for {locale}: missing {missing_keys}")
    return {
        "name": name,
        "description": translations[enabled_locales[0]]["description"],
        "enabled": True,
        "questions": questions,
        "settings": {
            "launch": {"autoLaunch": True, "launchDelaySeconds": 5},
            "responseSettings": {"allowAnonymous": False, "requireResponse": True, "maxResponsesPerContact": 1}
        },
        "translations": translations
    }

# API operations from Steps 2-5
def create_survey(auth: GenesysAuth, payload: Dict[str, Any]) -> Dict[str, Any]:
    url = f"{auth.base_url}/surveys"
    headers = auth.get_headers()
    with httpx.Client() as client:
        response = client.post(url, json=payload, headers=headers)
        if response.status_code == 409:
            raise RuntimeError("Survey with this name already exists.")
        response.raise_for_status()
    return response.json()

def configure_distribution_triggers(auth: GenesysAuth, survey_id: str, triggers_config: Dict[str, Any]) -> None:
    url = f"{auth.base_url}/surveys/{survey_id}"
    headers = auth.get_headers()
    update_payload = {
        "id": survey_id,
        "triggers": [
            {"type": "email", "enabled": True, "settings": {"fromAddress": triggers_config.get("fromAddress", "surveys@company.com"), "subject": "Feedback Request"}},
            {"type": "routing", "enabled": True, "settings": {"queueIds": triggers_config.get("queueIds", []), "postInteractionDelay": 10}}
        ],
        "audience": {"filter": triggers_config.get("eligibilityFilter", "contact.language == 'en'"), "excludeRecipients": []}
    }
    with httpx.Client() as client:
        response = client.put(url, json=update_payload, headers=headers)
        response.raise_for_status()

def register_distribution_webhook(auth: GenesysAuth, callback_url: str) -> str:
    url = f"{auth.base_url}/platform/webhooks"
    headers = auth.get_headers()
    webhook_payload = {
        "name": "Survey Distribution CRM Sync",
        "eventFilters": [{"type": "survey", "name": "survey.sent"}],
        "callbackUrl": callback_url,
        "headers": {"Content-Type": "application/json"},
        "enabled": True
    }
    max_retries = 3
    retry_count = 0
    with httpx.Client() as client:
        while retry_count < max_retries:
            response = client.post(url, json=webhook_payload, headers=headers)
            if response.status_code == 429:
                time.sleep(int(response.headers.get("Retry-After", 2 ** retry_count)))
                retry_count += 1
                continue
            response.raise_for_status()
            break
        else:
            raise RuntimeError("Webhook registration failed after rate limit retries.")
    return response.json()["id"]

def main():
    client_id = os.getenv("GENESYS_CLIENT_ID")
    client_secret = os.getenv("GENESYS_CLIENT_SECRET")
    org_id = os.getenv("GENESYS_ORG_ID")
    
    if not all([client_id, client_secret, org_id]):
        print("Missing required environment variables.")
        sys.exit(1)
        
    auth = GenesysAuth(client_id, client_secret, org_id)
    
    questions = [
        {"id": "q1", "type": "rating", "text": "How was your experience?", "required": True},
        {"id": "q2", "type": "text", "text": "Please provide details.", "required": False}
    ]
    
    translations = {
        "en-US": {"name": "Customer Feedback", "description": "Share your experience", "thankYouMessage": "Thank you."},
        "es-ES": {"name": "Retroalimentación", "description": "Comparte tu experiencia", "thankYouMessage": "Gracias."}
    }
    
    try:
        payload = validate_and_build_survey("Q4 Feedback", questions, translations, ["en-US", "es-ES"])
        print("Payload validation passed.")
        
        survey = create_survey(auth, payload)
        survey_id = survey["id"]
        print(f"Survey created successfully. ID: {survey_id}")
        
        configure_distribution_triggers(auth, survey_id, {"queueIds": ["queue-123"], "fromAddress": "feedback@company.com"})
        print("Distribution triggers configured.")
        
        webhook_id = register_distribution_webhook(auth, "https://your-crm.example.com/api/webhooks/genesys-survey")
        print(f"Webhook registered. ID: {webhook_id}")
        
        print("Survey distribution pipeline complete.")
        
    except httpx.HTTPStatusError as e:
        print(f"HTTP Error {e.response.status_code}: {e.response.text}")
    except ValueError as e:
        print(f"Validation Error: {e}")
    except Exception as e:
        print(f"Unexpected error: {e}")

if __name__ == "__main__":
    main()

Common Errors & Debugging

Error: 400 Bad Request - Survey Engine Constraint Violation

• Cause: The payload exceeds the 50-question limit, contains invalid branching references, or lacks required localization keys.
• Fix: Run the validate_and_build_survey function before submission. Verify that all conditionalBranching targets match existing question IDs or use "end". Ensure every enabled locale contains name, description, and thankYouMessage.

Error: 401 Unauthorized - Token Expired

• Cause: The OAuth access token expired during a long-running distribution batch.
• Fix: The GenesysAuth class checks token_expiry and refreshes automatically. If you bypass the class, implement a token cache with a 30-second buffer before expiration.

Error: 403 Forbidden - Insufficient Scopes

• Cause: The OAuth service account lacks survey:write, webhook:write, or analytics:query scopes.
• Fix: Navigate to Genesys Cloud Admin > Security > OAuth Applications. Edit the service account and add the required scopes. Re-authorize the client credentials.

Error: 429 Too Many Requests - Rate Limit Cascade

• Cause: Distribution triggers or webhook registration exceeded the organization API rate limit.
• Fix: Implement exponential backoff with Retry-After header parsing. The webhook registration example demonstrates this pattern. For bulk survey creation, space requests at 2-second intervals.

Error: 409 Conflict - Duplicate Survey Name

• Cause: A survey with the identical name already exists in the organization.
• Fix: Append a timestamp or UUID to the survey name, or query GET /api/v2/surveys first to check for existing matches.

Official References

• Genesys Cloud Survey API Documentation
• Genesys Cloud Webhook API Documentation
• Genesys Cloud Analytics API Documentation
• Genesys Cloud Audit API Documentation
• Python HTTP Client Library (httpx)