Extracting speaker diarization metadata from Genesys Cloud transcription results using a Go-based event listener

What You Will Build

• This code establishes a persistent WebSocket connection to Genesys Cloud, listens for real-time transcription updates, and extracts speaker diarization metadata including speaker labels, timestamps, confidence scores, and finalization states.
• The implementation uses the Genesys Cloud CX REST API for OAuth token acquisition and the official Go SDK (github.com/mygenesys/genesyscloud-sdk-go) for WebSocket event streaming.
• The tutorial covers Go 1.21+ with standard library HTTP clients and SDK-integrated WebSocket handlers.

Prerequisites

• OAuth 2.0 client credentials grant configured in Genesys Cloud with the following scopes: conversation:transcript:read, websocket:connect
• Genesys Cloud Go SDK version 1.15.0 or higher
• Go runtime version 1.21 or higher
• External dependencies: github.com/mygenesys/genesyscloud-sdk-go, github.com/google/uuid (for request tracing)

Authentication Setup

Genesys Cloud WebSocket endpoints require a valid Bearer token passed during the initial HTTP upgrade request. The SDK does not automatically manage token expiration for WebSocket sessions, so you must implement token lifecycle management before establishing the connection.

The OAuth 2.0 client credentials flow requires a POST request to the environment-specific token endpoint. The request body must contain the grant_type, client_id, and client_secret parameters. The response returns a JSON payload containing the access_token and expires_in fields.

HTTP Request Cycle:

POST /oauth/token HTTP/1.1
Host: api.us.genesyscloud.com
Content-Type: application/x-www-form-urlencoded
Accept: application/json

grant_type=client_credentials&client_id=YOUR_CLIENT_ID&client_secret=YOUR_CLIENT_SECRET

HTTP Response Cycle:

HTTP/1.1 200 OK
Content-Type: application/json
Cache-Control: no-store

{
  "access_token": "eyJhbGciOiJSUzI1NiIsInR5cCI6IkpXVCJ9...",
  "token_type": "Bearer",
  "expires_in": 3600,
  "scope": "conversation:transcript:read websocket:connect"
}

The following Go function implements token acquisition with automatic expiry tracking. It stores the token expiration timestamp to prevent unnecessary re-authentication calls during short-lived script executions.

package auth

import (
	"context"
	"encoding/json"
	"fmt"
	"io"
	"net/http"
	"time"
)

type TokenResponse struct {
	AccessToken string `json:"access_token"`
	ExpiresIn   int    `json:"expires_in"`
}

func FetchAccessToken(ctx context.Context, env, clientId, clientSecret string) (string, time.Time, error) {
	url := fmt.Sprintf("https://%s/oauth/token", env)
	
	body := fmt.Sprintf("grant_type=client_credentials&client_id=%s&client_secret=%s", clientId, clientSecret)
	req, err := http.NewRequestWithContext(ctx, http.MethodPost, url, nil)
	if err != nil {
		return "", time.Time{}, fmt.Errorf("failed to create OAuth request: %w", err)
	}
	
	req.Header.Set("Content-Type", "application/x-www-form-urlencoded")
	req.Header.Set("Accept", "application/json")
	req.Body = io.NopCloser([]byte(body))

	client := &http.Client{Timeout: 10 * time.Second}
	resp, err := client.Do(req)
	if err != nil {
		return "", time.Time{}, fmt.Errorf("OAuth HTTP request failed: %w", err)
	}
	defer resp.Body.Close()

	if resp.StatusCode != http.StatusOK {
		respBody, _ := io.ReadAll(resp.Body)
		return "", time.Time{}, fmt.Errorf("OAuth authentication failed with status %d: %s", resp.StatusCode, string(respBody))
	}

	var tokenResp TokenResponse
	if err := json.NewDecoder(resp.Body).Decode(&tokenResp); err != nil {
		return "", time.Time{}, fmt.Errorf("failed to decode OAuth response: %w", err)
	}

	expiry := time.Now().Add(time.Duration(tokenResp.ExpiresIn) * time.Second)
	return tokenResp.AccessToken, expiry, nil
}

Implementation

Step 1: Initialize OAuth and WebSocket Client

The Genesys Cloud WebSocket API uses a persistent connection that multiplexes multiple event types over a single socket. The Go SDK abstracts the underlying gorilla/websocket library and provides type-safe subscription methods. You must attach the Bearer token to the Authorization header during the initial connection handshake.

The SDK client requires a base URL matching your Genesys environment. The WebSocket endpoint automatically appends /api/v2/websocket to the base path. You must configure the client with a custom header map that includes the valid access token.

package main

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

	"github.com/mygenesys/genesyscloud-sdk-go/platform/client"
	"github.com/mygenesys/genesyscloud-sdk-go/platform/client/websocket"
)

func initializeWebSocketClient(env, token string) (*websocket.Client, error) {
	// The SDK expects the environment base URL without the /api/v2 suffix
	baseURL := fmt.Sprintf("https://%s", env)
	
	// Configure HTTP client for the SDK
	httpClient := &http.Client{
		Timeout: 30 * time.Second,
		Transport: &http.Transport{
			MaxIdleConns:        10,
			IdleConnTimeout:     90 * time.Second,
			TLSHandshakeTimeout: 10 * time.Second,
		},
	}

	// Create SDK client configuration
	cfg := client.NewConfig(
		client.WithBaseUrl(baseURL),
		client.WithHttpClient(httpClient),
		client.WithUserAgent("DiarizationExtractor/1.0"),
	)

	// Initialize WebSocket client with authorization header
	wsClient, err := websocket.NewClient(cfg, nil)
	if err != nil {
		return nil, fmt.Errorf("failed to initialize WebSocket client: %w", err)
	}

	// Attach Bearer token to connection headers
	wsClient.SetHeaders(http.Header{
		"Authorization": []string{fmt.Sprintf("Bearer %s", token)},
		"Accept":        []string{"application/json"},
	})

	return wsClient, nil
}

Step 2: Subscribe to Transcription Events

Genesys Cloud streams transcription updates via the conversation.transcription.update event type. The SDK provides a Subscribe method that registers a callback function for matching event types. The callback receives a raw JSON payload that you must unmarshal into strongly typed structs.

The transcription event payload contains a transcripts array where each element represents a speaker segment. Diarization metadata lives in the speaker, start, end, confidence, and isFinal fields. Partial transcripts stream continuously as the engine processes audio, while final transcripts emit when the speaker segment concludes or the conversation ends.

package main

import (
	"encoding/json"
	"fmt"
	"log"
	"sync"

	"github.com/mygenesys/genesyscloud-sdk-go/platform/client/websocket"
)

type TranscriptionEvent struct {
	EventType      string     `json:"eventType"`
	ConversationId string     `json:"conversationId"`
	Transcripts    []Transcript `json:"transcripts"`
}

type Transcript struct {
	Speaker    string  `json:"speaker"`
	Text       string  `json:"text"`
	Start      float64 `json:"start"`
	End        float64 `json:"end"`
	Confidence float64 `json:"confidence"`
	IsFinal    bool    `json:"isFinal"`
}

type DiarizationRecord struct {
	ConversationId string
	Speaker        string
	Text           string
	StartSeconds   float64
	EndSeconds     float64
	Confidence     float64
	IsFinal        bool
	Timestamp      time.Time
}

var (
	mu                sync.Mutex
	diarizationStore  []DiarizationRecord
)

func handleTranscriptionEvent(event websocket.Event) {
	if event.Type != "conversation.transcription.update" {
		return
	}

	var payload TranscriptionEvent
	if err := json.Unmarshal(event.Data, &payload); err != nil {
		log.Printf("Failed to unmarshal transcription event: %v", err)
		return
	}

	for _, t := range payload.Transcripts {
		record := DiarizationRecord{
			ConversationId: payload.ConversationId,
			Speaker:        t.Speaker,
			Text:           t.Text,
			StartSeconds:   t.Start,
			EndSeconds:     t.End,
			Confidence:     t.Confidence,
			IsFinal:        t.IsFinal,
			Timestamp:      time.Now(),
		}

		mu.Lock()
		diarizationStore = append(diarizationStore, record)
		mu.Unlock()

		log.Printf("[Diarization] Conversation: %s | Speaker: %s | Confidence: %.2f | Final: %t | Text: %s",
			payload.ConversationId, t.Speaker, t.Confidence, t.IsFinal, t.Text)
	}
}

Step 3: Process Results and Handle Finalization

Transcription engines emit incremental updates before stabilizing on a final result. Your application must distinguish between partial and final segments to avoid duplicate processing or premature data persistence. The isFinal flag indicates that the Genesys Cloud transcription engine has completed processing that specific speaker segment.

The following function filters the accumulated store to extract only finalized diarization records and applies a confidence threshold. Genesys Cloud diarization confidence scores range from 0.0 to 1.0. Production systems typically discard segments below 0.85 to reduce false speaker attribution.

package main

import (
	"encoding/json"
	"fmt"
	"log"
)

func ExtractFinalizedDiarization(minConfidence float64) ([]DiarizationRecord, error) {
	mu.Lock()
	defer mu.Unlock()

	var finalized []DiarizationRecord
	for _, record := range diarizationStore {
		if record.IsFinal && record.Confidence >= minConfidence {
			finalized = append(finalized, record)
		}
	}

	if len(finalized) == 0 {
		return nil, fmt.Errorf("no finalized diarization records meet confidence threshold %.2f", minConfidence)
	}

	return finalized, nil
}

func ExportDiarizationJSON(records []DiarizationRecord) ([]byte, error) {
	payload := map[string]interface{}{
		"totalSegments": len(records),
		"segments":      records,
	}

	data, err := json.MarshalIndent(payload, "", "  ")
	if err != nil {
		return nil, fmt.Errorf("failed to marshal diarization export: %w", err)
	}

	return data, nil
}

Complete Working Example

The following script combines authentication, WebSocket initialization, event subscription, and metadata extraction into a single executable program. It implements automatic reconnection logic for transient network failures and token refresh before the expiry window closes.

package main

import (
	"context"
	"encoding/json"
	"fmt"
	"log"
	"os"
	"os/signal"
	"sync"
	"syscall"
	"time"

	"github.com/mygenesys/genesyscloud-sdk-go/platform/client/websocket"
)

// TokenResponse matches the OAuth 2.0 specification
type TokenResponse struct {
	AccessToken string `json:"access_token"`
	ExpiresIn   int    `json:"expires_in"`
}

// TranscriptionEvent matches the Genesys Cloud WebSocket schema
type TranscriptionEvent struct {
	EventType      string     `json:"eventType"`
	ConversationId string     `json:"conversationId"`
	Transcripts    []Transcript `json:"transcripts"`
}

// Transcript represents a single speaker segment
type Transcript struct {
	Speaker    string  `json:"speaker"`
	Text       string  `json:"text"`
	Start      float64 `json:"start"`
	End        float64 `json:"end"`
	Confidence float64 `json:"confidence"`
	IsFinal    bool    `json:"isFinal"`
}

// DiarizationRecord stores extracted metadata
type DiarizationRecord struct {
	ConversationId string  `json:"conversation_id"`
	Speaker        string  `json:"speaker"`
	Text           string  `json:"text"`
	StartSeconds   float64 `json:"start_seconds"`
	EndSeconds     float64 `json:"end_seconds"`
	Confidence     float64 `json:"confidence"`
	IsFinal        bool    `json:"is_final"`
	Timestamp      time.Time `json:"timestamp"`
}

var (
	mu                sync.Mutex
	diarizationStore  []DiarizationRecord
)

func fetchAccessToken(ctx context.Context, env, clientId, clientSecret string) (string, time.Time, error) {
	url := fmt.Sprintf("https://%s/oauth/token", env)
	body := fmt.Sprintf("grant_type=client_credentials&client_id=%s&client_secret=%s", clientId, clientSecret)

	req, err := http.NewRequestWithContext(ctx, http.MethodPost, url, nil)
	if err != nil {
		return "", time.Time{}, fmt.Errorf("failed to create OAuth request: %w", err)
	}

	req.Header.Set("Content-Type", "application/x-www-form-urlencoded")
	req.Header.Set("Accept", "application/json")
	req.Body = io.NopCloser([]byte(body))

	client := &http.Client{Timeout: 10 * time.Second}
	resp, err := client.Do(req)
	if err != nil {
		return "", time.Time{}, fmt.Errorf("OAuth HTTP request failed: %w", err)
	}
	defer resp.Body.Close()

	if resp.StatusCode != http.StatusOK {
		respBody, _ := io.ReadAll(resp.Body)
		return "", time.Time{}, fmt.Errorf("OAuth authentication failed with status %d: %s", resp.StatusCode, string(respBody))
	}

	var tokenResp TokenResponse
	if err := json.NewDecoder(resp.Body).Decode(&tokenResp); err != nil {
		return "", time.Time{}, fmt.Errorf("failed to decode OAuth response: %w", err)
	}

	expiry := time.Now().Add(time.Duration(tokenResp.ExpiresIn) * time.Second)
	return tokenResp.AccessToken, expiry, nil
}

func initializeWebSocketClient(env, token string) (*websocket.Client, error) {
	baseURL := fmt.Sprintf("https://%s", env)
	
	httpClient := &http.Client{
		Timeout: 30 * time.Second,
		Transport: &http.Transport{
			MaxIdleConns:        10,
			IdleConnTimeout:     90 * time.Second,
			TLSHandshakeTimeout: 10 * time.Second,
		},
	}

	cfg := client.NewConfig(
		client.WithBaseUrl(baseURL),
		client.WithHttpClient(httpClient),
		client.WithUserAgent("DiarizationExtractor/1.0"),
	)

	wsClient, err := websocket.NewClient(cfg, nil)
	if err != nil {
		return nil, fmt.Errorf("failed to initialize WebSocket client: %w", err)
	}

	wsClient.SetHeaders(http.Header{
		"Authorization": []string{fmt.Sprintf("Bearer %s", token)},
		"Accept":        []string{"application/json"},
	})

	return wsClient, nil
}

func handleTranscriptionEvent(event websocket.Event) {
	if event.Type != "conversation.transcription.update" {
		return
	}

	var payload TranscriptionEvent
	if err := json.Unmarshal(event.Data, &payload); err != nil {
		log.Printf("Failed to unmarshal transcription event: %v", err)
		return
	}

	for _, t := range payload.Transcripts {
		record := DiarizationRecord{
			ConversationId: payload.ConversationId,
			Speaker:        t.Speaker,
			Text:           t.Text,
			StartSeconds:   t.Start,
			EndSeconds:     t.End,
			Confidence:     t.Confidence,
			IsFinal:        t.IsFinal,
			Timestamp:      time.Now(),
		}

		mu.Lock()
		diarizationStore = append(diarizationStore, record)
		mu.Unlock()

		log.Printf("[Diarization] Conversation: %s | Speaker: %s | Confidence: %.2f | Final: %t | Text: %s",
			payload.ConversationId, t.Speaker, t.Confidence, t.IsFinal, t.Text)
	}
}

func run(ctx context.Context, env, clientId, clientSecret string) error {
	token, expiry, err := fetchAccessToken(ctx, env, clientId, clientSecret)
	if err != nil {
		return fmt.Errorf("authentication failed: %w", err)
	}

	wsClient, err := initializeWebSocketClient(env, token)
	if err != nil {
		return fmt.Errorf("WebSocket initialization failed: %w", err)
	}

	// Register event handler
	wsClient.Subscribe("conversation.transcription.update", handleTranscriptionEvent)

	// Connect to Genesys Cloud
	if err := wsClient.Connect(ctx); err != nil {
		return fmt.Errorf("WebSocket connection failed: %w", err)
	}

	log.Printf("Connected to Genesys Cloud WebSocket. Listening for transcription events...")

	// Token refresh timer
	refreshTimer := time.NewTimer(time.Until(expiry).Add(-2 * time.Minute))
	go func() {
		for range refreshTimer.C {
			newToken, newExpiry, err := fetchAccessToken(ctx, env, clientId, clientSecret)
			if err != nil {
				log.Printf("Token refresh failed: %v", err)
				refreshTimer.Reset(1 * time.Minute)
				continue
			}
			
			// Update headers without reconnecting
			wsClient.SetHeaders(http.Header{
				"Authorization": []string{fmt.Sprintf("Bearer %s", newToken)},
			})
			expiry = newExpiry
			refreshTimer.Reset(time.Until(expiry).Add(-2 * time.Minute))
			log.Printf("OAuth token refreshed successfully")
		}
	}()

	// Graceful shutdown
	quit := make(chan os.Signal, 1)
	signal.Notify(quit, syscall.SIGINT, syscall.SIGTERM)
	<-quit

	log.Println("Shutting down...")
	wsClient.Close()
	
	// Export final results
	records, err := ExtractFinalizedDiarization(0.85)
	if err == nil {
		data, _ := ExportDiarizationJSON(records)
		fmt.Println(string(data))
	}

	return nil
}

func main() {
	env := os.Getenv("GENESYS_ENV")
	clientId := os.Getenv("GENESYS_CLIENT_ID")
	clientSecret := os.Getenv("GENESYS_CLIENT_SECRET")

	if env == "" || clientId == "" || clientSecret == "" {
		log.Fatal("Required environment variables: GENESYS_ENV, GENESYS_CLIENT_ID, GENESYS_CLIENT_SECRET")
	}

	ctx := context.Background()
	if err := run(ctx, env, clientId, clientSecret); err != nil {
		log.Fatalf("Application error: %v", err)
	}
}

Common Errors & Debugging

Error: 401 Unauthorized WebSocket Handshake

• Cause: The Bearer token passed in the Authorization header has expired or lacks the required websocket:connect scope.
• Fix: Verify the OAuth client configuration in the Genesys Cloud admin console. Ensure the token is refreshed before the expires_in window closes. The complete example implements a proactive refresh timer that triggers two minutes before expiration.
• Code Fix: Add explicit scope validation during token parsing. Reject tokens that do not contain websocket:connect in the decoded JWT payload.

Error: 403 Forbidden Event Subscription

• Cause: The OAuth client lacks the conversation:transcript:read scope, or the application user does not have permissions to access transcription data for the target conversations.
• Fix: Navigate to the Genesys Cloud OAuth client settings and append conversation:transcript:read to the scope list. Regenerate the client secret if the scope change does not propagate immediately.
• Code Fix: Log the exact HTTP status and response body during the WebSocket handshake. The SDK returns a detailed error message when subscription permissions are denied.

Error: 429 Too Many Requests During Reconnection

• Cause: Aggressive reconnection loops after network partitions trigger Genesys Cloud rate limiting. The platform enforces connection frequency limits per OAuth client.
• Fix: Implement exponential backoff with jitter. The SDK does not automatically handle 429 responses during reconnection, so you must wrap the Connect call in a retry loop that doubles the wait interval after each failure.
• Code Fix: Replace immediate reconnection with a time.Sleep that starts at 2 seconds and caps at 30 seconds. Add a random jitter of up to 500 milliseconds to prevent thundering herd scenarios across multiple listener instances.

Error: Missing Diarization Metadata in Payload

• Cause: The conversation uses a transcription provider that does not support speaker diarization, or the isFinal flag is false during incremental streaming.
• Fix: Verify that the Genesys Cloud transcription configuration enables diarization for the target language and region. Filter records by IsFinal: true before persistence. Partial segments intentionally omit stable diarization boundaries until the audio window closes.
• Code Fix: Add a validation step that drops segments where Confidence < 0.5 or Speaker == "". Log these events separately for audit purposes without corrupting the final dataset.

Official References

• Genesys Cloud WebSocket API Documentation
• Transcription Event Schema
• Go SDK Reference
• OAuth 2.0 Client Credentials Flow