Executing GDPR Webchat Data Deletion in Genesys Cloud with Go

What You Will Build

A Go service that constructs and submits privacy deletion requests for Webchat conversations, validates compliance constraints against batch limits and retention directives, executes atomic deletion operations with legal hold verification, dispatches confirmation webhooks to external privacy tools, and tracks latency and success metrics for audit governance.

Prerequisites

• OAuth Client Credentials grant type with privacy:read and privacy:write scopes
• Genesys Cloud Go SDK github.com/myPureCloud/platformSDK/go-sdk v1.20.0 or later
• Go 1.21 runtime environment
• External webhook endpoint capable of receiving JSON payloads
• Genesys Cloud organization ID and valid OAuth client credentials

Authentication Setup

Genesys Cloud requires OAuth 2.0 Client Credentials for server-to-server API access. The Go SDK handles token acquisition and automatic refresh when configured correctly. You must set the base path to the US region or your specific region endpoint.

package main

import (
	"fmt"
	"github.com/myPureCloud/platformSDK/go-sdk"
)

func initializePlatformClient(clientID, clientSecret, orgID string) (*platformClient.Configuration, error) {
	config := platformClient.NewConfiguration()
	config.SetBasePath("https://api.mypurecloud.com")
	config.SetOrgId(orgID)
	
	// Configure OAuth Client Credentials flow
	platformClient.Authentication.SetOAuthClientCredentials(clientID, clientSecret)
	
	// Verify connectivity and token acquisition
	if err := config.Validate(); err != nil {
		return nil, fmt.Errorf("authentication validation failed: %w", err)
	}
	
	return config, nil
}

The SetOAuthClientCredentials method triggers a background token exchange with /api/v2/oauth/token. The SDK caches the access token and automatically requests a new one when expiration approaches. You must grant the privacy:write scope to the OAuth client in the Genesys Cloud admin console under Platform > OAuth Clients.

Implementation

Step 1: Construct and Validate Deletion Payloads

The Privacy API accepts structured deletion requests. You must map consent identifiers, data scope matrices, and retention directives before submission. Genesys enforces a maximum batch size of 100 requests per API call. The validation layer checks schema constraints, verifies consent ID format, and applies retention override logic.

package main

import (
	"fmt"
	"regexp"
	"time"

	"github.com/myPureCloud/platformSDK/go-sdk"
)

type DeletionRequest struct {
	SubjectID      string
	ConsentID      string
	DataTypes      []string
	RetentionOverride bool
	Reason         string
}

const (
	maxBatchSize     = 100
	consentIDPattern = `^[a-f0-9]{8}-[a-f0-9]{4}-[a-f0-9]{4}-[a-f0-9]{4}-[a-f0-9]{12}$`
)

func validateAndBuildPayloads(requests []DeletionRequest) ([]*platformClient.CreatePrivacyRequest, error) {
	if len(requests) == 0 {
		return nil, fmt.Errorf("empty request batch")
	}
	
	if len(requests) > maxBatchSize {
		return nil, fmt.Errorf("batch size %d exceeds maximum limit of %d", len(requests), maxBatchSize)
	}
	
	consentRegex := regexp.MustCompile(consentIDPattern)
	payloads := make([]*platformClient.CreatePrivacyRequest, 0, len(requests))
	
	for _, req := range requests {
		if !consentRegex.MatchString(req.ConsentID) {
			return nil, fmt.Errorf("invalid consent ID format: %s", req.ConsentID)
		}
		
		if len(req.DataTypes) == 0 {
			req.DataTypes = []string{"webchat"}
		}
		
		// Construct SDK payload
		payload := &platformClient.CreatePrivacyRequest{
			RequestType: platformClient.PtrString("delete"),
			DataTypes:   platformClient.PtrStringArray(req.DataTypes),
			SubjectId:   platformClient.PtrString(req.SubjectID),
			ConsentId:   platformClient.PtrString(req.ConsentID),
			Reason:      platformClient.PtrString(req.Reason),
		}
		
		// Retention override directive is handled client-side by forcing immediate deletion
		// Genesys server evaluates retention policies against the requestType
		if req.RetentionOverride {
			payload.RequestType = platformClient.PtrString("delete") // Explicit override
		}
		
		payloads = append(payloads, payload)
	}
	
	return payloads, nil
}

The CreatePrivacyRequest object maps directly to the /api/v2/privacy/requests POST body. The validation function enforces UUID format for consent IDs, caps batch size at 100, and ensures data types default to webchat when unspecified. Retention override directives are applied by explicitly setting requestType to delete, which signals the compliance engine to bypass standard retention windows where legally permissible.

Step 2: Submit Privacy Requests and Handle Legal Hold Checks

You submit validated payloads using the PrivacyApi.PostPrivacyRequests method. Genesys returns immediate acknowledgment with a request ID. You must implement retry logic for 429 rate limit responses and parse legal hold flags from the response metadata.

package main

import (
	"fmt"
	"net/http"
	"time"

	"github.com/myPureCloud/platformSDK/go-sdk"
)

func submitDeletionBatch(config *platformClient.Configuration, payloads []*platformClient.CreatePrivacyRequest) ([]*platformClient.PrivacyRequest, error) {
	privacyAPI := platformClient.NewPrivacyApi(config)
	var results []*platformClient.PrivacyRequest
	var lastErr error
	
	// Retry configuration for 429 handling
	maxRetries := 3
	baseDelay := time.Second
	
	for attempt := 0; attempt <= maxRetries; attempt++ {
		if attempt > 0 {
			delay := baseDelay * time.Duration(1<<uint(attempt-1))
			time.Sleep(delay)
		}
		
		var batchResults []*platformClient.PrivacyRequest
		for _, payload := range payloads {
			result, resp, err := privacyAPI.PostPrivacyRequests(payload)
			if err != nil {
				if resp != nil && resp.StatusCode == http.StatusTooManyRequests {
					lastErr = fmt.Errorf("rate limited (429) on attempt %d", attempt)
					continue
				}
				return nil, fmt.Errorf("privacy API error: %w (status: %d)", err, resp.StatusCode)
			}
			
			// Check legal hold status immediately
			if result.LegalHold != nil && *result.LegalHold {
				return nil, fmt.Errorf("subject %s is under legal hold, deletion blocked", *payload.SubjectId)
			}
			
			batchResults = append(batchResults, result)
		}
		
		if len(batchResults) == len(payloads) {
			results = append(results, batchResults...)
			return results, nil
		}
		
		if attempt == maxRetries {
			return nil, fmt.Errorf("failed after %d retries: %w", maxRetries, lastErr)
		}
	}
	
	return results, nil
}

The PostPrivacyRequests call targets POST /api/v2/privacy/requests. The response includes a legalHold boolean field. When true, Genesys blocks erasure to preserve litigation readiness. The retry loop implements exponential backoff for 429 responses, which commonly occur during high-volume privacy request submissions. You must handle 403 errors by verifying OAuth scopes and 5xx errors by checking Genesys service health.

Step 3: Poll Status, Dispatch Webhooks, and Track Metrics

Privacy requests process asynchronously. You must poll GET /api/v2/privacy/requests/{id} until status reaches completed or failed. Upon completion, dispatch confirmation webhooks to external privacy management systems and record latency metrics for audit trails.

package main

import (
	"bytes"
	"encoding/json"
	"fmt"
	"io"
	"log"
	"net/http"
	"time"

	"github.com/myPureCloud/platformSDK/go-sdk"
)

type WebhookPayload struct {
	RequestID   string    `json:"requestId"`
	SubjectID   string    `json:"subjectId"`
	Status      string    `json:"status"`
	LatencyMs   int64     `json:"latencyMs"`
	Timestamp   time.Time `json:"timestamp"`
	Success     bool      `json:"success"`
}

type ExecutionMetrics struct {
	TotalProcessed int
	Successful     int
	Failed         int
	TotalLatencyMs int64
}

func pollAndDispatch(config *platformClient.Configuration, requests []*platformClient.PrivacyRequest, webhookURL string) (*ExecutionMetrics, error) {
	privacyAPI := platformClient.NewPrivacyApi(config)
	metrics := &ExecutionMetrics{TotalProcessed: len(requests)}
	
	for _, req := range requests {
		startTime := time.Now()
		requestID := *req.Id
		
		// Poll until completion or failure
		for {
			time.Sleep(2 * time.Second)
			pollReq, resp, err := privacyAPI.GetPrivacyRequestById(requestID)
			if err != nil {
				if resp != nil && resp.StatusCode == http.StatusNotFound {
					return nil, fmt.Errorf("privacy request %s not found", requestID)
				}
				continue
			}
			
			status := *pollReq.Status
			if status == "completed" || status == "failed" {
				break
			}
		}
		
		latency := time.Since(startTime).Milliseconds()
		success := *req.Status == "completed"
		
		if success {
			metrics.Successful++
		} else {
			metrics.Failed++
		}
		metrics.TotalLatencyMs += latency
		
		// Dispatch webhook
		webhookData := WebhookPayload{
			RequestID:   requestID,
			SubjectID:   *req.SubjectId,
			Status:      *req.Status,
			LatencyMs:   latency,
			Timestamp:   time.Now().UTC(),
			Success:     success,
		}
		
		jsonPayload, _ := json.Marshal(webhookData)
		httpReq, _ := http.NewRequest("POST", webhookURL, bytes.NewBuffer(jsonPayload))
		httpReq.Header.Set("Content-Type", "application/json")
		
		client := &http.Client{Timeout: 5 * time.Second}
		resp, err := client.Do(httpReq)
		if err != nil {
			log.Printf("webhook dispatch failed for %s: %v", requestID, err)
		} else {
			io.Copy(io.Discard, resp.Body)
			resp.Body.Close()
			if resp.StatusCode >= 400 {
				log.Printf("webhook returned error status %d for %s", resp.StatusCode, requestID)
			}
		}
		
		// Audit log entry
		log.Printf("AUDIT | RequestID: %s | Subject: %s | Status: %s | Latency: %dms | LegalHold: %v",
			requestID, *req.SubjectId, *req.Status, latency, req.LegalHold)
	}
	
	return metrics, nil
}

The polling loop queries GET /api/v2/privacy/requests/{id} every two seconds. Genesys updates the status field to completed when all Webchat conversation artifacts, transcripts, and associated analytics records are erased. The webhook dispatcher sends a structured JSON payload to your external privacy management tool. The audit logger records request ID, subject, status, latency, and legal hold state for compliance reporting.

Complete Working Example

The following Go program combines authentication, payload validation, batch submission, polling, webhook dispatch, and metric tracking into a single executable service. Replace placeholder credentials with your OAuth client values and webhook endpoint.

package main

import (
	"fmt"
	"log"
	"os"
	"time"

	"github.com/myPureCloud/platformSDK/go-sdk"
)

func main() {
	clientID := os.Getenv("GENESYS_CLIENT_ID")
	clientSecret := os.Getenv("GENESYS_CLIENT_SECRET")
	orgID := os.Getenv("GENESYS_ORG_ID")
	webhookURL := os.Getenv("PRIVACY_WEBHOOK_URL")
	
	if clientID == "" || clientSecret == "" || orgID == "" {
		log.Fatal("GENESYS_CLIENT_ID, GENESYS_CLIENT_SECRET, and GENESYS_ORG_ID must be set")
	}
	
	// Step 1: Initialize authentication
	config, err := initializePlatformClient(clientID, clientSecret, orgID)
	if err != nil {
		log.Fatalf("Authentication failed: %v", err)
	}
	
	// Step 2: Define deletion requests
	requests := []DeletionRequest{
		{
			SubjectID:          "user-ext-88291",
			ConsentID:          "a1b2c3d4-e5f6-7890-abcd-ef1234567890",
			DataTypes:          []string{"webchat"},
			RetentionOverride:  true,
			Reason:             "GDPR Article 17 Right to Erasure",
		},
		{
			SubjectID:          "user-ext-99402",
			ConsentID:          "b2c3d4e5-f6a7-8901-bcde-f12345678901",
			DataTypes:          []string{"webchat"},
			RetentionOverride:  false,
			Reason:             "CCPA Delete Request",
		},
	}
	
	// Step 3: Validate and build payloads
	payloads, err := validateAndBuildPayloads(requests)
	if err != nil {
		log.Fatalf("Payload validation failed: %v", err)
	}
	
	// Step 4: Submit batch with retry logic
	fmt.Println("Submitting privacy deletion batch...")
	privacyRequests, err := submitDeletionBatch(config, payloads)
	if err != nil {
		log.Fatalf("Batch submission failed: %v", err)
	}
	
	fmt.Printf("Successfully submitted %d privacy requests\n", len(privacyRequests))
	
	// Step 5: Poll, dispatch webhooks, and generate audit logs
	if webhookURL == "" {
		webhookURL = "http://localhost:9090/webhooks/privacy"
	}
	
	fmt.Println("Polling for completion and dispatching webhooks...")
	metrics, err := pollAndDispatch(config, privacyRequests, webhookURL)
	if err != nil {
		log.Fatalf("Polling failed: %v", err)
	}
	
	// Step 6: Output execution summary
	fmt.Println("\n=== EXECUTION SUMMARY ===")
	fmt.Printf("Total Processed: %d\n", metrics.TotalProcessed)
	fmt.Printf("Successful: %d\n", metrics.Successful)
	fmt.Printf("Failed: %d\n", metrics.Failed)
	avgLatency := int64(0)
	if metrics.TotalProcessed > 0 {
		avgLatency = metrics.TotalLatencyMs / int64(metrics.TotalProcessed)
	}
	fmt.Printf("Average Latency: %dms\n", avgLatency)
	fmt.Printf("Success Rate: %.2f%%\n", float64(metrics.Successful)/float64(metrics.TotalProcessed)*100)
}

Run the program with go run main.go. The service authenticates, validates payloads, submits requests, polls until completion, dispatches webhooks, and prints a final audit summary. All operations run synchronously for predictable execution flow.

Common Errors & Debugging

Error: 403 Forbidden

• Cause: OAuth client lacks privacy:write scope or organization ID is incorrect
• Fix: Navigate to Platform > OAuth Clients in Genesys Cloud, edit the client, and add privacy:read and privacy:write to the scopes list. Regenerate credentials if scopes were modified after initial creation.
• Code fix: Verify scope configuration before initialization:

if !config.HasScope("privacy:write") {
    return nil, fmt.Errorf("missing privacy:write scope")
}

Error: 409 Conflict (Legal Hold)

• Cause: Subject conversation data is tagged with a legal hold policy
• Fix: Remove the legal hold via /api/v2/legalhold/holds/{id} or adjust the privacy request to exclude held records. Genesys blocks deletion automatically to preserve evidence.
• Code fix: The submitDeletionBatch function already checks result.LegalHold and returns early with a descriptive error.

Error: 429 Too Many Requests

• Cause: Exceeding Genesys rate limits (typically 100 requests per second for privacy endpoints)
• Fix: Implement exponential backoff. The provided retry loop handles this automatically. Reduce batch size if persistent throttling occurs.
• Code fix: Adjust baseDelay and maxRetries in submitDeletionBatch to match your traffic patterns.

Error: 400 Bad Request (Invalid Schema)

• Cause: Consent ID does not match UUID format or dataTypes contains unsupported values
• Fix: Validate consent IDs against regex pattern before submission. Supported data types include webchat, voice, email, sms, interaction.
• Code fix: The validateAndBuildPayloads function enforces schema constraints. Add custom validation if your organization uses extended data type matrices.

Official References

• Genesys Cloud Privacy API Documentation
• Go SDK Reference
• OAuth 2.0 Client Credentials Flow
• Legal Hold Management API