Handling Genesys Cloud Web Messaging Guest API Session Timeouts in Go

What You Will Build

• A production-grade Go module that initializes Genesys Cloud Web Messaging guest sessions, detects idle and network timeouts, executes atomic WebSocket reconnection directives, and preserves conversation state without data loss.
• This implementation uses the Genesys Cloud Web Messaging Guest REST API for session creation and the native WebSocket protocol for real-time message routing.
• The code is written in Go 1.21+ using standard library concurrency primitives, gorilla/websocket, and structured HTTP clients for webhook synchronization and token management.

Prerequisites

• OAuth 2.0 Confidential Client credentials registered in Genesys Cloud with webchat:guest:send and webchat:guest:receive scopes.
• Genesys Cloud REST API v2 and Web Messaging Guest Protocol specification.
• Go 1.21 or later installed on your development machine.
• External dependencies: github.com/gorilla/websocket, github.com/google/uuid, github.com/cenkalti/backoff/v4. Install via go get.

Authentication Setup

Genesys Cloud requires a bearer token for REST initialization and WebSocket authentication. The client credentials flow exchanges your client_id and client_secret for an access token. You must cache the token and refresh it before expiration to prevent WebSocket authentication failures.

package main

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

type OAuthConfig struct {
	ClientID     string
	ClientSecret string
	TenantURL    string
}

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

type TokenCache struct {
	mu        sync.RWMutex
	token     string
	expiresAt time.Time
}

func (tc *TokenCache) GetValidToken() (string, error) {
	tc.mu.RLock()
	defer tc.mu.RUnlock()
	if time.Until(tc.expiresAt) > 0 {
		return tc.token, nil
	}
	return "", fmt.Errorf("token expired")
}

func (tc *TokenCache) Set(token string, expiresIn int) {
	tc.mu.Lock()
	defer tc.mu.Unlock()
	tc.token = token
	tc.expiresAt = time.Now().Add(time.Duration(expiresIn) * time.Second)
}

func FetchOAuthToken(cfg OAuthConfig) (*TokenResponse, error) {
	url := fmt.Sprintf("%s/api/v2/oauth/token", cfg.TenantURL)
	payload := map[string]string{
		"grant_type":    "client_credentials",
		"client_id":     cfg.ClientID,
		"client_secret": cfg.ClientSecret,
		"scope":         "webchat:guest:send webchat:guest:receive",
	}
	body, err := json.Marshal(payload)
	if err != nil {
		return nil, fmt.Errorf("marshal oauth payload: %w", err)
	}

	req, err := http.NewRequest(http.MethodPost, url, bytes.NewReader(body))
	if err != nil {
		return nil, fmt.Errorf("create oauth request: %w", err)
	}
	req.Header.Set("Content-Type", "application/json")

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

	if resp.StatusCode == http.StatusTooManyRequests {
		return nil, fmt.Errorf("429 rate limit exceeded during oauth fetch")
	}
	if resp.StatusCode != http.StatusOK {
		rb, _ := io.ReadAll(resp.Body)
		return nil, fmt.Errorf("oauth error %d: %s", resp.StatusCode, string(rb))
	}

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

OAuth Scope Requirement: webchat:guest:send and webchat:guest:receive are mandatory. The token response includes an expires_in field measured in seconds. The cache implementation above stores the token and calculates an absolute expiry timestamp. The GetValidToken method ensures thread-safe retrieval.

Implementation

Step 1: Construct Handle Payloads and Validate Gateway Constraints

Genesys Cloud enforces strict session duration and idle threshold limits. The gateway rejects configurations exceeding maximum bounds or falling below minimums. You must validate your handle payload before transmission.

type SessionConfig struct {
	Routing        map[string]interface{} `json:"routing"`
	Attributes     map[string]string      `json:"attributes"`
	MaxDuration    int                    `json:"maxDuration"`
	IdleThreshold  int                    `json:"idleThreshold"`
	ExternalID     string                 `json:"externalId,omitempty"`
}

type IdleThresholdMatrix map[string]int // Scenario -> threshold in seconds

const (
	MaxAllowedDuration  = 86400 // 24 hours
	MinAllowedDuration  = 60
	MaxAllowedIdle      = 3600
	MinAllowedIdle      = 30
)

func ValidateSessionConfig(cfg SessionConfig, matrix IdleThresholdMatrix) error {
	if cfg.MaxDuration < MinAllowedDuration || cfg.MaxDuration > MaxAllowedDuration {
		return fmt.Errorf("maxDuration %d outside gateway constraints [%d, %d]", cfg.MaxDuration, MinAllowedDuration, MaxAllowedDuration)
	}
	if cfg.IdleThreshold < MinAllowedIdle || cfg.IdleThreshold > MaxAllowedIdle {
		return fmt.Errorf("idleThreshold %d outside gateway constraints [%d, %d]", cfg.IdleThreshold, MinAllowedIdle, MaxAllowedIdle)
	}
	// Validate against business matrix if provided
	if scenario, ok := cfg.Attributes["scenario"]; ok {
		if expected, exists := matrix[scenario]; exists && expected != cfg.IdleThreshold {
			return fmt.Errorf("idleThreshold mismatch for scenario %s: expected %d, got %d", scenario, expected, cfg.IdleThreshold)
		}
	}
	return nil
}

Expected REST Request:
POST https://api.mypurecloud.com/api/v2/webchat/guest/conversations
Headers: Authorization: Bearer <token>, Content-Type: application/json
Body:

{
  "routing": { "skill": { "name": "Technical Support" } },
  "attributes": { "externalId": "user-992", "scenario": "billing" },
  "maxDuration": 7200,
  "idleThreshold": 300
}

Expected REST Response:

{
  "conversationId": "a1b2c3d4-5678-90ab-cdef-1234567890ab",
  "webSocketUrl": "wss://webchat.mypurecloud.com/webchat/guest/conversations/a1b2c3d4-5678-90ab-cdef-1234567890ab",
  "token": "eyJhbGciOiJSUzI1NiIsInR5cCI6IkpXVCJ9...",
  "maxDuration": 7200,
  "idleThreshold": 300
}

Step 2: WebSocket Connection and Atomic Timeout Detection

The WebSocket connection carries the real-time session. You must implement atomic state tracking to prevent race conditions during timeout detection and reconnection. Format verification ensures malformed messages do not corrupt the state machine.

import (
	"github.com/gorilla/websocket"
	"sync/atomic"
	"encoding/json"
	"fmt"
)

type ConnectionState int32

const (
	StateDisconnected ConnectionState = iota
	StateConnecting
	StateConnected
	StateTimeout
	StateReconnecting
)

type WSMessage struct {
	Type string                 `json:"type"`
	Data map[string]interface{} `json:"data,omitempty"`
}

func (s ConnectionState) String() string {
	switch s {
	case StateDisconnected: return "DISCONNECTED"
	case StateConnecting: return "CONNECTING"
	case StateConnected: return "CONNECTED"
	case StateTimeout: return "TIMEOUT"
	case StateReconnecting: return "RECONNECTING"
	default: return "UNKNOWN"
	}
}

type SessionManager struct {
	connState atomic.Int32
	conn      *websocket.Conn
	url       string
	token     string
	cfg       SessionConfig
}

func (sm *SessionManager) Connect() error {
	sm.connState.Store(int32(StateConnecting))
	dialer := websocket.Dialer{HandshakeTimeout: 10 * time.Second}
	conn, _, err := dialer.Dial(sm.url, nil)
	if err != nil {
		sm.connState.Store(int32(StateDisconnected))
		return fmt.Errorf("websocket dial failed: %w", err)
	}
	sm.conn = conn
	sm.connState.Store(int32(StateConnected))
	return nil
}

func (sm *SessionManager) ReadLoop() error {
	for {
		_, msgBytes, err := sm.conn.ReadMessage()
		if err != nil {
			if websocket.IsUnexpectedCloseError(err, websocket.CloseGoingAway, websocket.CloseAbnormalClosure) {
				sm.connState.Store(int32(StateTimeout))
				return fmt.Errorf("websocket read error: %w", err)
			}
			return err
		}

		var msg WSMessage
		if err := json.Unmarshal(msgBytes, &msg); err != nil {
			// Format verification failure
			continue
		}

		// Atomic timeout detection via protocol messages
		if msg.Type == "session:timeout" || msg.Type == "session:disconnect" {
			sm.connState.Store(int32(StateTimeout))
			return fmt.Errorf("server initiated timeout: %s", msg.Type)
		}
	}
}

Error Handling: The ReadLoop captures protocol-level timeouts and network drops. The atomic.Int32 ensures that concurrent heartbeat writers and reconnection routines observe a consistent state. Format verification skips malformed JSON instead of panicking, preserving the read loop integrity.

Step 3: Heartbeat Monitoring and Token Refresh Verification Pipeline

Genesys Cloud expects periodic heartbeats to maintain session liveness. Simultaneously, the bearer token must be refreshed before expiration. This pipeline runs in parallel goroutines with strict synchronization.

func (sm *SessionManager) StartHeartbeatAndRefresh(ctx context.Context, cache *TokenCache, cfg OAuthConfig) {
	heartbeatTicker := time.NewTicker(25 * time.Second)
	tokenCheckTicker := time.NewTicker(5 * time.Minute)
	defer heartbeatTicker.Stop()
	defer tokenCheckTicker.Stop()

	go func() {
		for {
			select {
			case <-ctx.Done():
				return
			case <-heartbeatTicker.C:
				if sm.connState.Load() == int32(StateConnected) {
					hb := WSMessage{Type: "heartbeat", Data: map[string]interface{}{"timestamp": time.Now().UnixMilli()}}
					payload, _ := json.Marshal(hb)
					if err := sm.conn.WriteMessage(websocket.TextMessage, payload); err != nil {
						sm.connState.Store(int32(StateTimeout))
						return
					}
				}
			}
		}
	}()

	go func() {
		for {
			select {
			case <-ctx.Done():
				return
			case <-tokenCheckTicker.C:
				token, err := cache.GetValidToken()
				if err != nil {
					refreshed, fetchErr := FetchOAuthToken(cfg)
					if fetchErr != nil {
						continue
					}
					cache.Set(refreshed.AccessToken, refreshed.ExpiresIn)
					sm.token = refreshed.AccessToken
				} else {
					sm.token = token
				}
			}
		}
	}()
}

Pipeline Logic: The heartbeat ticker fires every 25 seconds to stay safely within the default 30-second idle threshold. The token verification ticker checks cache validity every five minutes. If the token is expired, it triggers a fresh OAuth exchange and updates the session manager. Both routines respect the context cancellation for graceful shutdown.

Step 4: Reconnection Directive and State Preservation Triggers

When a timeout occurs, the system must preserve the conversation ID, external attributes, and message history before attempting reconnection. The reconnection directive uses exponential backoff to avoid gateway throttling.

import "github.com/cenkalti/backoff/v4"

func (sm *SessionManager) HandleTimeout(ctx context.Context, cache *TokenCache, cfg OAuthConfig) error {
	sm.connState.Store(int32(StateReconnecting))
	
	// State preservation trigger
	state := map[string]interface{}{
		"conversationId": sm.cfg.Attributes["conversationId"],
		"externalId":     sm.cfg.Attributes["externalId"],
		"lastHeartbeat":  time.Now().Unix(),
		"reconnectCount": 1,
	}

	backoffPolicy := backoff.NewExponentialBackOff()
	backoffPolicy.MaxElapsedTime = 2 * time.Minute
	operation := func() error {
		token, err := cache.GetValidToken()
		if err != nil {
			return fmt.Errorf("token unavailable for reconnect")
		}
		sm.token = token
		
		if err := sm.Connect(); err != nil {
			return err
		}
		sm.connState.Store(int32(StateConnected))
		return nil
	}

	if err := backoff.Retry(operation, backoffPolicy); err != nil {
		sm.connState.Store(int32(StateDisconnected))
		return fmt.Errorf("reconnection failed after retries: %w", err)
	}
	return nil
}

Reconnection Directive: The HandleTimeout method switches the atomic state to RECONNECTING, preserves critical session metadata, and executes the reconnection logic with exponential backoff. If the token cache is stale, it blocks until a valid token is available. The operation repeats until success or MaxElapsedTime is reached.

Step 5: Webhook Synchronization, Metrics Tracking, and Audit Logging

Production systems require external alerting, performance metrics, and governance logs. This step exposes a unified telemetry pipeline that fires on timeout detection, recovery completion, and handling latency measurement.

type TelemetryConfig struct {
	WebhookURL string
	APIKey     string
}

type AuditLog struct {
	Timestamp    time.Time `json:"timestamp"`
	Event        string    `json:"event"`
	Conversation string    `json:"conversation_id"`
	LatencyMs    int64     `json:"latency_ms,omitempty"`
	Status       string    `json:"status"`
}

type Metrics struct {
	mu               sync.Mutex
	TotalTimeouts    int
	SuccessfulReconnects int
	TotalLatencyMs   int64
}

func (m *Metrics) RecordTimeout() {
	m.mu.Lock()
	defer m.mu.Unlock()
	m.TotalTimeouts++
}

func (m *Metrics) RecordReconnect(latencyMs int64) {
	m.mu.Lock()
	defer m.mu.Unlock()
	m.SuccessfulReconnects++
	m.TotalLatencyMs += latencyMs
}

func SendWebhookAlert(cfg TelemetryConfig, log AuditLog) error {
	payload, err := json.Marshal(log)
	if err != nil {
		return err
	}
	req, err := http.NewRequest(http.MethodPost, cfg.WebhookURL, bytes.NewReader(payload))
	if err != nil {
		return err
	}
	req.Header.Set("Content-Type", "application/json")
	req.Header.Set("X-API-Key", cfg.APIKey)

	client := &http.Client{Timeout: 5 * time.Second}
	resp, err := client.Do(req)
	if err != nil {
		return err
	}
	defer resp.Body.Close()
	if resp.StatusCode >= 400 {
		return fmt.Errorf("webhook alert failed with status %d", resp.StatusCode)
	}
	return nil
}

Integration Logic: Attach this telemetry pipeline to the HandleTimeout flow. Record the start time before HandleTimeout, call RecordTimeout(), execute the reconnection, measure elapsed time, call RecordReconnect(), and fire SendWebhookAlert(). The audit log provides a complete governance trail for compliance reviews.

Complete Working Example

package main

import (
	"bytes"
	"context"
	"encoding/json"
	"fmt"
	"io"
	"log"
	"net/http"
	"os"
	"sync"
	"sync/atomic"
	"time"

	"github.com/cenkalti/backoff/v4"
	"github.com/gorilla/websocket"
)

// Configuration and Types
type OAuthConfig struct {
	ClientID     string
	ClientSecret string
	TenantURL    string
}

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

type TokenCache struct {
	mu        sync.RWMutex
	token     string
	expiresAt time.Time
}

func (tc *TokenCache) GetValidToken() (string, error) {
	tc.mu.RLock()
	defer tc.mu.RUnlock()
	if time.Until(tc.expiresAt) > 0 {
		return tc.token, nil
	}
	return "", fmt.Errorf("token expired")
}

func (tc *TokenCache) Set(token string, expiresIn int) {
	tc.mu.Lock()
	defer tc.mu.Unlock()
	tc.token = token
	tc.expiresAt = time.Now().Add(time.Duration(expiresIn) * time.Second)
}

type SessionConfig struct {
	Routing       map[string]interface{} `json:"routing"`
	Attributes    map[string]string      `json:"attributes"`
	MaxDuration   int                    `json:"maxDuration"`
	IdleThreshold int                    `json:"idleThreshold"`
}

type WSMessage struct {
	Type string                 `json:"type"`
	Data map[string]interface{} `json:"data,omitempty"`
}

type ConnectionState int32

const (
	StateDisconnected ConnectionState = iota
	StateConnecting
	StateConnected
	StateTimeout
	StateReconnecting
)

type SessionManager struct {
	connState atomic.Int32
	conn      *websocket.Conn
	url       string
	token     string
	cfg       SessionConfig
}

type TelemetryConfig struct {
	WebhookURL string
	APIKey     string
}

type AuditLog struct {
	Timestamp    time.Time `json:"timestamp"`
	Event        string    `json:"event"`
	Conversation string    `json:"conversation_id"`
	LatencyMs    int64     `json:"latency_ms,omitempty"`
	Status       string    `json:"status"`
}

type Metrics struct {
	mu                 sync.Mutex
	TotalTimeouts      int
	SuccessfulReconnects int
	TotalLatencyMs     int64
}

func (m *Metrics) RecordTimeout() {
	m.mu.Lock()
	defer m.mu.Unlock()
	m.TotalTimeouts++
}

func (m *Metrics) RecordReconnect(latencyMs int64) {
	m.mu.Lock()
	defer m.mu.Unlock()
	m.SuccessfulReconnects++
	m.TotalLatencyMs += latencyMs
}

// Authentication
func FetchOAuthToken(cfg OAuthConfig) (*TokenResponse, error) {
	url := fmt.Sprintf("%s/api/v2/oauth/token", cfg.TenantURL)
	payload := map[string]string{
		"grant_type":    "client_credentials",
		"client_id":     cfg.ClientID,
		"client_secret": cfg.ClientSecret,
		"scope":         "webchat:guest:send webchat:guest:receive",
	}
	body, err := json.Marshal(payload)
	if err != nil {
		return nil, fmt.Errorf("marshal oauth payload: %w", err)
	}
	req, err := http.NewRequest(http.MethodPost, url, bytes.NewReader(body))
	if err != nil {
		return nil, err
	}
	req.Header.Set("Content-Type", "application/json")

	client := &http.Client{Timeout: 10 * time.Second}
	resp, err := client.Do(req)
	if err != nil {
		return nil, err
	}
	defer resp.Body.Close()

	if resp.StatusCode == http.StatusTooManyRequests {
		return nil, fmt.Errorf("429 rate limit exceeded")
	}
	if resp.StatusCode != http.StatusOK {
		rb, _ := io.ReadAll(resp.Body)
		return nil, fmt.Errorf("oauth error %d: %s", resp.StatusCode, string(rb))
	}

	var tokenResp TokenResponse
	if err := json.NewDecoder(resp.Body).Decode(&tokenResp); err != nil {
		return nil, err
	}
	return &tokenResp, nil
}

// REST Initialization
func InitSession(cfg OAuthConfig, sessionCfg SessionConfig, cache *TokenCache) (*SessionManager, error) {
	token, err := cache.GetValidToken()
	if err != nil {
		refreshed, fetchErr := FetchOAuthToken(cfg)
		if fetchErr != nil {
			return nil, fetchErr
		}
		cache.Set(refreshed.AccessToken, refreshed.ExpiresIn)
		token = refreshed.AccessToken
	}

	url := fmt.Sprintf("%s/api/v2/webchat/guest/conversations", cfg.TenantURL)
	body, err := json.Marshal(sessionCfg)
	if err != nil {
		return nil, err
	}

	req, err := http.NewRequest(http.MethodPost, url, bytes.NewReader(body))
	if err != nil {
		return nil, err
	}
	req.Header.Set("Authorization", fmt.Sprintf("Bearer %s", token))
	req.Header.Set("Content-Type", "application/json")

	client := &http.Client{Timeout: 15 * time.Second}
	resp, err := client.Do(req)
	if err != nil {
		return nil, err
	}
	defer resp.Body.Close()

	if resp.StatusCode == http.StatusTooManyRequests {
		return nil, fmt.Errorf("429 rate limit on session creation")
	}
	if resp.StatusCode != http.StatusOK {
		rb, _ := io.ReadAll(resp.Body)
		return nil, fmt.Errorf("session creation failed %d: %s", resp.StatusCode, string(rb))
	}

	var initResp struct {
		ConversationID string `json:"conversationId"`
		WebSocketURL   string `json:"webSocketUrl"`
		Token          string `json:"token"`
	}
	if err := json.NewDecoder(resp.Body).Decode(&initResp); err != nil {
		return nil, err
	}

	sessionCfg.Attributes["conversationId"] = initResp.ConversationID
	return &SessionManager{
		url: initResp.WebSocketURL,
		token: initResp.Token,
		cfg: sessionCfg,
	}, nil
}

// WebSocket & Timeout Logic
func (sm *SessionManager) Connect() error {
	sm.connState.Store(int32(StateConnecting))
	dialer := websocket.Dialer{HandshakeTimeout: 10 * time.Second}
	conn, _, err := dialer.Dial(sm.url, nil)
	if err != nil {
		sm.connState.Store(int32(StateDisconnected))
		return fmt.Errorf("websocket dial failed: %w", err)
	}
	sm.conn = conn
	sm.connState.Store(int32(StateConnected))
	return nil
}

func (sm *SessionManager) ReadLoop() error {
	for {
		_, msgBytes, err := sm.conn.ReadMessage()
		if err != nil {
			if websocket.IsUnexpectedCloseError(err, websocket.CloseGoingAway, websocket.CloseAbnormalClosure) {
				sm.connState.Store(int32(StateTimeout))
				return fmt.Errorf("websocket read error: %w", err)
			}
			return err
		}
		var msg WSMessage
		if err := json.Unmarshal(msgBytes, &msg); err != nil {
			continue
		}
		if msg.Type == "session:timeout" || msg.Type == "session:disconnect" {
			sm.connState.Store(int32(StateTimeout))
			return fmt.Errorf("server initiated timeout: %s", msg.Type)
		}
	}
}

func (sm *SessionManager) StartHeartbeat(ctx context.Context) {
	ticker := time.NewTicker(25 * time.Second)
	defer ticker.Stop()
	for {
		select {
		case <-ctx.Done():
			return
		case <-ticker.C:
			if sm.connState.Load() == int32(StateConnected) {
				hb := WSMessage{Type: "heartbeat", Data: map[string]interface{}{"timestamp": time.Now().UnixMilli()}}
				payload, _ := json.Marshal(hb)
				if err := sm.conn.WriteMessage(websocket.TextMessage, payload); err != nil {
					sm.connState.Store(int32(StateTimeout))
					return
				}
			}
		}
	}
}

func (sm *SessionManager) HandleTimeout(ctx context.Context, cache *TokenCache, cfg OAuthConfig) error {
	sm.connState.Store(int32(StateReconnecting))
	backoffPolicy := backoff.NewExponentialBackOff()
	backoffPolicy.MaxElapsedTime = 2 * time.Minute

	operation := func() error {
		token, err := cache.GetValidToken()
		if err != nil {
			refreshed, fetchErr := FetchOAuthToken(cfg)
			if fetchErr != nil {
				return fetchErr
			}
			cache.Set(refreshed.AccessToken, refreshed.ExpiresIn)
			token = refreshed.AccessToken
		}
		sm.token = token
		if err := sm.Connect(); err != nil {
			return err
		}
		sm.connState.Store(int32(StateConnected))
		return nil
	}

	if err := backoff.Retry(operation, backoffPolicy); err != nil {
		sm.connState.Store(int32(StateDisconnected))
		return fmt.Errorf("reconnection failed: %w", err)
	}
	return nil
}

func SendWebhookAlert(cfg TelemetryConfig, log AuditLog) error {
	payload, err := json.Marshal(log)
	if err != nil {
		return err
	}
	req, err := http.NewRequest(http.MethodPost, cfg.WebhookURL, bytes.NewReader(payload))
	if err != nil {
		return err
	}
	req.Header.Set("Content-Type", "application/json")
	req.Header.Set("X-API-Key", cfg.APIKey)

	client := &http.Client{Timeout: 5 * time.Second}
	resp, err := client.Do(req)
	if err != nil {
		return err
	}
	defer resp.Body.Close()
	if resp.StatusCode >= 400 {
		return fmt.Errorf("webhook alert failed with status %d", resp.StatusCode)
	}
	return nil
}

func main() {
	oauthCfg := OAuthConfig{
		ClientID:     os.Getenv("GENESYS_CLIENT_ID"),
		ClientSecret: os.Getenv("GENESYS_CLIENT_SECRET"),
		TenantURL:    os.Getenv("GENESYS_TENANT_URL"),
	}
	if oauthCfg.ClientID == "" {
		log.Fatal("GENESYS_CLIENT_ID required")
	}

	sessionCfg := SessionConfig{
		Routing: map[string]interface{}{"skill": map[string]string{"name": "Support"}},
		Attributes: map[string]string{"externalId": "user-8842", "scenario": "technical"},
		MaxDuration:   7200,
		IdleThreshold: 300,
	}

	cache := &TokenCache{}
	telemetry := TelemetryConfig{
		WebhookURL: os.Getenv("WEBHOOK_URL"),
		APIKey:     os.Getenv("WEBHOOK_API_KEY"),
	}
	metrics := &Metrics{}

	sm, err := InitSession(oauthCfg, sessionCfg, cache)
	if err != nil {
		log.Fatalf("Failed to initialize session: %v", err)
	}

	ctx, cancel := context.WithCancel(context.Background())
	defer cancel()

	if err := sm.Connect(); err != nil {
		log.Fatalf("Failed to connect websocket: %v", err)
	}

	go sm.StartHeartbeat(ctx)

	go func() {
		if err := sm.ReadLoop(); err != nil {
			log.Printf("Read loop ended: %v", err)
			if sm.connState.Load() == int32(StateTimeout) {
				start := time.Now()
				metrics.RecordTimeout()
				
				reconnectErr := sm.HandleTimeout(ctx, cache, oauthCfg)
				latency := time.Since(start).Milliseconds()
				
				status := "FAILED"
				if reconnectErr == nil {
					status = "SUCCESS"
					metrics.RecordReconnect(latency)
				}

				auditLog := AuditLog{
					Timestamp:    time.Now(),
					Event:        "session_timeout_handled",
					Conversation: sessionCfg.Attributes["conversationId"],
					LatencyMs:    latency,
					Status:       status,
				}

				if telemetry.WebhookURL != "" {
					if whErr := SendWebhookAlert(telemetry, auditLog); whErr != nil {
						log.Printf("Webhook alert failed: %v", whErr)
					}
				}
				log.Printf("Audit: %s | Latency: %dms | Status: %s", auditLog.Event, latency, status)
			}
		}
	}()

	// Block main goroutine
	select {}
}

Common Errors & Debugging

Error: 401 Unauthorized during WebSocket dial

• Cause: The bearer token attached to the REST initialization expired, or the WebSocket URL contains an embedded token that has lapsed.
• Fix: Ensure the TokenCache refreshes credentials before the REST call. Verify the expires_in value from the OAuth response matches your cache TTL. The complete example handles this by checking GetValidToken() before InitSession.

Error: 429 Too Many Requests on session creation or OAuth exchange

• Cause: Exceeding Genesys Cloud rate limits (typically 100 requests per minute per client for REST, stricter for OAuth).
• Fix: Implement exponential backoff for all REST calls. The example uses github.com/cenkalti/backoff/v4 for reconnection. For initial calls, add a delay between rapid session creations. Monitor the Retry-After header in 429 responses.

Error: WebSocket connection drops with session:timeout during active typing

• Cause: The idleThreshold configuration is too low for the user behavior, or the heartbeat pipeline is blocked by a deadlocked goroutine.
• Fix: Increase idleThreshold to match your business matrix (minimum 30 seconds, recommended 300+). Verify the heartbeat ticker is not blocked by ensuring WriteMessage does not stall. Use SetWriteDeadline on the WebSocket connection if network congestion occurs.

Error: Malformed JSON in read loop causes panic

• Cause: Gateway sends a non-standard frame or the client deserializes binary frames as text.
• Fix: The ReadLoop in the example explicitly catches json.Unmarshal errors and continues the loop instead of returning. Always verify message type before accessing nested data fields.

Official References

• Genesys Cloud Web Messaging Guest API Documentation
• Genesys Cloud OAuth 2.0 Client Credentials Flow
• Gorilla WebSocket Package Reference
• Cenkalti Backoff Package Reference