Injecting Genesys Cloud Agent Assist Prompts via API with Go

What You Will Build

• A Go module that injects Agent Assist prompts into active conversations using transcript position references, prompt template matrices, and display duration directives.
• This uses the Genesys Cloud Agent Assist API (/api/v2/agentassist/prompts) and event webhooks (/api/v2/webhooks).
• The implementation is written in Go 1.21+ using the official Genesys Cloud Go SDK, standard net/http, and structured logging.

Prerequisites

• OAuth client type: Confidential client with agentassist:prompt:write, agentassist:config:read, and webhook:write scopes.
• SDK version: github.com/genesyscloud/genesyscloud-go v1.0.0+ (or equivalent PureCloud SDK package).
• Language/runtime: Go 1.21+, go mod init
• External dependencies: github.com/google/uuid, encoding/json, log/slog, time, net/http

Authentication Setup

The Genesys Cloud API requires OAuth 2.0 Client Credentials flow. You must cache the access token and refresh it before expiration. The following function handles token acquisition, TTL tracking, and automatic refresh.

package auth

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

type TokenResponse struct {
	AccessToken string `json:"access_token"`
	ExpiresIn   int64  `json:"expires_in"`
}

type OAuthClient struct {
	BaseURL    string
	ClientID   string
	ClientSecret string
	Token      TokenResponse
	Expiry     time.Time
}

func (o *OAuthClient) GetToken(ctx context.Context) (string, error) {
	if time.Now().Before(o.Expiry) {
		return o.Token.AccessToken, nil
	}

	payload := fmt.Sprintf("grant_type=client_credentials&client_id=%s&client_secret=%s", o.ClientID, o.ClientSecret)
	req, err := http.NewRequestWithContext(ctx, http.MethodPost, fmt.Sprintf("%s/oauth/token", o.BaseURL), nil)
	if err != nil {
		return "", fmt.Errorf("failed to create token request: %w", err)
	}
	req.Header.Set("Content-Type", "application/x-www-form-urlencoded")
	req.SetBasicAuth(o.ClientID, o.ClientSecret)

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

	if resp.StatusCode != http.StatusOK {
		return "", fmt.Errorf("token request returned status %d", resp.StatusCode)
	}

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

	o.Token = tr
	o.Expiry = time.Now().Add(time.Duration(tr.ExpiresIn-30) * time.Second)
	return tr.AccessToken, nil
}

Implementation

Step 1: Initialize SDK and Validate Assistance Engine Constraints

You must initialize the SDK with a valid token and fetch the current Agent Assist configuration to determine the maximum concurrent prompt limit. The assistance engine enforces strict constraints to prevent UI degradation.

package injector

import (
	"context"
	"fmt"
	"log/slog"
	"time"

	"github.com/genesyscloud/genesyscloud-go"
)

type Config struct {
	MaxConcurrentPrompts int `json:"maxConcurrentPrompts"`
	MaxPromptChars       int `json:"maxPromptChars"`
	AllowedHTMLTags      []string `json:"allowedHTMLTags"`
}

func LoadEngineConfig(ctx context.Context, cfg *genesyscloud.Configuration) (Config, error) {
	api := genesyscloud.NewAgentassistAPI(cfg)
	configResp, _, err := api.GetAgentassistConfig(ctx)
	if err != nil {
		return Config{}, fmt.Errorf("failed to fetch agent assist config: %w", err)
	}

	// Parse configuration payload from response
	var engineConfig Config
	if err := json.Unmarshal([]byte(configResp.RawBody), &engineConfig); err != nil {
		return Config{}, fmt.Errorf("failed to parse engine config: %w", err)
	}

	slog.Info("Engine constraints loaded",
		"maxConcurrentPrompts", engineConfig.MaxConcurrentPrompts,
		"maxPromptChars", engineConfig.MaxPromptChars)
	return engineConfig, nil
}

Step 2: Construct and Validate Inject Payloads

The inject payload requires a transcript position reference, a prompt template matrix, and display duration directives. You must validate the payload against the assistance engine constraints before submission. The validation pipeline enforces character limits, HTML tag whitelisting, and ARIA compliance markers to prevent UI blocking.

package injector

import (
	"encoding/json"
	"fmt"
	"regexp"
	"strings"
)

type PromptInjectRequest struct {
	ConversationID   string                 `json:"conversationId"`
	PromptTemplateID string                 `json:"promptTemplateId"`
	Position         TranscriptPosition     `json:"position"`
	DisplayDurationMs int                  `json:"displayDurationMs"`
	ContentMatrix    map[string]interface{} `json:"contentMatrix"`
	Accessibility    AccessibilityOptions   `json:"accessibility"`
}

type TranscriptPosition struct {
	TranscriptIndex int `json:"transcriptIndex"`
	Offset          int `json:"offset"`
}

type AccessibilityOptions struct {
	Role       string `json:"role"`
	Label      string `json:"label"`
	ARIAHidden bool   `json:"ariaHidden"`
}

func ValidateInjectPayload(payload PromptInjectRequest, engineConfig Config) error {
	// Validate display duration directives
	if payload.DisplayDurationMs < 1000 || payload.DisplayDurationMs > 30000 {
		return fmt.Errorf("displayDurationMs must be between 1000 and 30000")
	}

	// Validate transcript position references
	if payload.Position.TranscriptIndex < 0 {
		return fmt.Errorf("transcriptIndex cannot be negative")
	}

	// Validate content matrix against schema constraints
	contentJSON, err := json.Marshal(payload.ContentMatrix)
	if err != nil {
		return fmt.Errorf("failed to marshal content matrix: %w", err)
	}

	if len(contentJSON) > engineConfig.MaxPromptChars {
		return fmt.Errorf("content matrix exceeds maximum character limit of %d", engineConfig.MaxPromptChars)
	}

	// DOM collision prevention via HTML tag validation
	allowedPattern := fmt.Sprintf(`<(?:%s)\b[^>]*>`, strings.Join(engineConfig.AllowedHTMLTags, "|"))
	tagRegex := regexp.MustCompile(`<(\w+)\b[^>]*>`)
	foundTags := tagRegex.FindAllStringSubmatch(string(contentJSON), -1)
	for _, match := range foundTags {
		if len(match) > 1 {
			tag := strings.ToLower(match[1])
			found := false
			for _, allowed := range engineConfig.AllowedHTMLTags {
				if strings.ToLower(allowed) == tag {
					found = true
					break
				}
			}
			if !found {
				return fmt.Errorf("unsupported HTML tag in prompt content: %s", tag)
			}
		}
	}

	// Accessibility compliance verification
	if payload.Accessibility.Role == "" {
		return fmt.Errorf("accessibility role is required for non-intrusive rendering")
	}
	if payload.Accessibility.Label == "" {
		return fmt.Errorf("accessibility label is required for screen reader compliance")
	}

	return nil
}

Step 3: Execute Atomic POST with Concurrency Limits

You must check active prompts before injecting to respect the maximum concurrent prompt limit. The API returns a 409 Conflict if the limit is exceeded. The following function implements atomic injection with automatic retry logic for 429 Too Many Requests responses.

package injector

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

	"github.com/genesyscloud/genesyscloud-go"
)

type PromptInjector struct {
	api        *genesyscloud.AgentassistAPI
	config     genesyscloud.Configuration
	engineCfg  Config
	auditLog   []AuditEntry
}

type AuditEntry struct {
	Timestamp       time.Time
	ConversationID  string
	PromptTemplateID string
	Status          string
	LatencyMs       float64
	Error           string
}

func NewPromptInjector(cfg genesyscloud.Configuration, engineCfg Config) *PromptInjector {
	return &PromptInjector{
		api:       genesyscloud.NewAgentassistAPI(cfg),
		config:    cfg,
		engineCfg: engineCfg,
		auditLog:  make([]AuditEntry, 0),
	}
}

func (p *PromptInjector) InjectPrompt(ctx context.Context, payload PromptInjectRequest) (string, error) {
	start := time.Now()
	entry := AuditEntry{
		Timestamp:        start,
		ConversationID:   payload.ConversationID,
		PromptTemplateID: payload.PromptTemplateID,
	}

	// Validate schema against engine constraints
	if err := ValidateInjectPayload(payload, p.engineCfg); err != nil {
		entry.Status = "validation_failed"
		entry.Error = err.Error()
		entry.LatencyMs = float64(time.Since(start).Milliseconds())
		p.auditLog = append(p.auditLog, entry)
		return "", fmt.Errorf("payload validation failed: %w", err)
	}

	// Check concurrent prompt limits
	activeCount, err := p.getActivePromptCount(ctx, payload.ConversationID)
	if err != nil {
		entry.Status = "concurrency_check_failed"
		entry.Error = err.Error()
		p.auditLog = append(p.auditLog, entry)
		return "", err
	}

	if activeCount >= p.engineCfg.MaxConcurrentPrompts {
		entry.Status = "concurrency_limit_exceeded"
		entry.Error = fmt.Sprintf("active prompts %d exceeds limit %d", activeCount, p.engineCfg.MaxConcurrentPrompts)
		p.auditLog = append(p.auditLog, entry)
		return "", fmt.Errorf("concurrent prompt limit exceeded")
	}

	// Serialize payload
	jsonPayload, err := json.Marshal(payload)
	if err != nil {
		return "", fmt.Errorf("failed to marshal inject payload: %w", err)
	}

	// Execute atomic POST with retry logic for 429
	var responseID string
	maxRetries := 3
	for attempt := 0; attempt < maxRetries; attempt++ {
		resp, err := p.api.PostAgentassistPrompt(ctx, bytes.NewReader(jsonPayload))
		if err != nil {
			return "", fmt.Errorf("inject API call failed: %w", err)
		}

		if resp.StatusCode == http.StatusTooManyRequests {
			retryAfter := 2 * time.Duration(attempt+1) * time.Second
			slog.Warn("Rate limited, retrying", "attempt", attempt, "retryAfter", retryAfter)
			time.Sleep(retryAfter)
			continue
		}

		if resp.StatusCode != http.StatusCreated && resp.StatusCode != http.StatusOK {
			entry.Status = fmt.Sprintf("http_%d", resp.StatusCode)
			entry.Error = resp.RawBody
			entry.LatencyMs = float64(time.Since(start).Milliseconds())
			p.auditLog = append(p.auditLog, entry)
			return "", fmt.Errorf("inject failed with status %d: %s", resp.StatusCode, resp.RawBody)
		}

		var injectResponse struct {
			ID string `json:"id"`
		}
		if err := json.Unmarshal([]byte(resp.RawBody), &injectResponse); err != nil {
			return "", fmt.Errorf("failed to parse inject response: %w", err)
		}
		responseID = injectResponse.ID
		break
	}

	entry.Status = "success"
	entry.LatencyMs = float64(time.Since(start).Milliseconds())
	p.auditLog = append(p.auditLog, entry)
	slog.Info("Prompt injected successfully", "id", responseID, "latencyMs", entry.LatencyMs)
	return responseID, nil
}

func (p *PromptInjector) getActivePromptCount(ctx context.Context, conversationID string) (int, error) {
	resp, _, err := p.api.GetAgentassistPrompts(ctx, conversationID, "", 1, 100)
	if err != nil {
		return 0, fmt.Errorf("failed to fetch active prompts: %w", err)
	}

	var promptList struct {
		Entity []struct{} `json:"entities"`
	}
	if err := json.Unmarshal([]byte(resp.RawBody), &promptList); err != nil {
		return 0, fmt.Errorf("failed to parse prompt list: %w", err)
	}
	return len(promptList.Entity), nil
}

Step 4: Synchronize Events via Webhook Callbacks and Track Metrics

You must register a webhook to synchronize inject events with external helpdesk systems. The callback handler tracks injecting latency, prompt visibility rates, and generates audit logs for interface governance.

package webhook

import (
	"encoding/json"
	"log/slog"
	"net/http"
	"time"
)

type InjectEvent struct {
	EventID       string    `json:"eventId"`
	ConversationID string   `json:"conversationId"`
	PromptID      string    `json:"promptId"`
	Timestamp     time.Time `json:"timestamp"`
	VisibilityRate float64 `json:"visibilityRate"`
}

type MetricsTracker struct {
	TotalInjects    int64
	SuccessfulInjects int64
	TotalLatencyMs  float64
}

func RegisterWebhook(cfg *Configuration, callbackURL string) error {
	webhookReq := map[string]interface{}{
		"name": "agent-assist-inject-sync",
		"enabled": true,
		"eventFilters": []map[string]interface{}{
			{"eventType": "agentassist.prompt.injected"},
		},
		"targets": []map[string]interface{}{
			{"type": "webhook", "address": callbackURL},
		},
	}
	// POST /api/v2/webhooks implementation omitted for brevity
	// Uses genesyscloud.NewWebhookAPI(cfg).PostWebhooks(ctx, webhookReq)
	return nil
}

func HandleInjectCallback(tracker *MetricsTracker, externalSync func(event InjectEvent) error) http.HandlerFunc {
	return func(w http.ResponseWriter, r *http.Request) {
		start := time.Now()
		var event InjectEvent
		if err := json.NewDecoder(r.Body).Decode(&event); err != nil {
			http.Error(w, "invalid payload", http.StatusBadRequest)
			return
		}

		tracker.TotalInjects++
		if event.VisibilityRate > 0 {
			tracker.SuccessfulInjects++
		}

		latency := float64(time.Since(start).Milliseconds())
		tracker.TotalLatencyMs += latency

		// Synchronize with external helpdesk system
		if err := externalSync(event); err != nil {
			slog.Error("external sync failed", "eventId", event.EventID, "error", err)
		}

		slog.Info("inject event processed",
			"eventId", event.EventID,
			"visibilityRate", event.VisibilityRate,
			"processingLatencyMs", latency)

		w.WriteHeader(http.StatusOK)
	}
}

Complete Working Example

The following module combines authentication, configuration loading, payload validation, atomic injection, webhook registration, and metrics tracking into a single executable package. Replace placeholder credentials with your OAuth client details.

package main

import (
	"context"
	"encoding/json"
	"fmt"
	"log/slog"
	"net/http"
	"os"
	"time"

	"github.com/genesyscloud/genesyscloud-go"
	"github.com/google/uuid"
)

func main() {
	ctx := context.Background()

	// 1. Authentication Setup
	oauthClient := &auth.OAuthClient{
		BaseURL:      "https://api.mypurecloud.com",
		ClientID:     os.Getenv("GENESYS_CLIENT_ID"),
		ClientSecret: os.Getenv("GENESYS_CLIENT_SECRET"),
	}
	token, err := oauthClient.GetToken(ctx)
	if err != nil {
		slog.Error("authentication failed", "error", err)
		os.Exit(1)
	}

	// 2. SDK Configuration
	cfg := genesyscloud.NewConfiguration()
	cfg.SetBasePath("https://api.mypurecloud.com")
	cfg.SetAccessToken(token)

	// 3. Load Engine Constraints
	injectorModule := injector.NewPromptInjector(*cfg, injector.Config{})
	engineCfg, err := injector.LoadEngineConfig(ctx, cfg)
	if err != nil {
		slog.Error("failed to load engine config", "error", err)
		os.Exit(1)
	}
	injectorModule.SetEngineConfig(engineCfg)

	// 4. Construct Inject Payload
	payload := injector.PromptInjectRequest{
		ConversationID:   "conv-12345-abcde",
		PromptTemplateID: "tmpl-67890-fghij",
		Position: injector.TranscriptPosition{
			TranscriptIndex: 4,
			Offset:          120,
		},
		DisplayDurationMs: 5000,
		ContentMatrix: map[string]interface{}{
			"title": "Verify Customer Identity",
			"body":  "<strong>Please confirm</strong> the account holder name and last four digits.",
			"actions": []map[string]interface{}{
				{"type": "button", "label": "Confirmed", "value": "true"},
				{"type": "button", "label": "Declined", "value": "false"},
			},
		},
		Accessibility: injector.AccessibilityOptions{
			Role:       "alertdialog",
			Label:      "Identity Verification Prompt",
			ARIAHidden: false,
		},
	}

	// 5. Execute Atomic POST
	promptID, err := injectorModule.InjectPrompt(ctx, payload)
	if err != nil {
		slog.Error("inject failed", "error", err)
		os.Exit(1)
	}
	slog.Info("prompt injected", "id", promptID)

	// 6. Register Webhook for Synchronization
	tracker := &webhook.MetricsTracker{}
	callbackURL := "https://your-domain.com/webhooks/genesys-inject"
	if err := webhook.RegisterWebhook(cfg, callbackURL); err != nil {
		slog.Error("webhook registration failed", "error", err)
	}

	// 7. Start HTTP Server for Callbacks
	http.HandleFunc("/webhooks/genesys-inject", webhook.HandleInjectCallback(tracker, func(event webhook.InjectEvent) error {
		// External helpdesk sync logic here
		slog.Info("synced to helpdesk", "eventId", event.EventID)
		return nil
	}))

	slog.Info("starting webhook listener on :8080")
	if err := http.ListenAndServe(":8080", nil); err != nil {
		slog.Error("server failed", "error", err)
	}
}

Common Errors and Debugging

Error: 401 Unauthorized

• What causes it: The OAuth token has expired or the client credentials lack the agentassist:prompt:write scope.
• How to fix it: Verify the token TTL in the OAuthClient struct. Ensure the confidential client in the Genesys Cloud admin console includes agentassist:prompt:write, agentassist:config:read, and webhook:write.
• Code showing the fix: The GetToken function automatically refreshes the token when time.Now().Before(o.Expiry) evaluates to false.

Error: 409 Conflict

• What causes it: The conversation has reached the maximum concurrent prompt limit defined in the assistance engine configuration.
• How to fix it: Implement the getActivePromptCount check before submission. Wait for existing prompts to expire or dismiss them via DELETE /api/v2/agentassist/prompts/{id}.
• Code showing the fix: The InjectPrompt method blocks injection when activeCount >= p.engineCfg.MaxConcurrentPrompts.

Error: 422 Unprocessable Entity

• What causes it: The payload violates schema constraints, such as unsupported HTML tags, invalid transcript position, or missing accessibility attributes.
• How to fix it: Run the payload through ValidateInjectPayload before submission. Ensure transcriptIndex matches an existing message index and displayDurationMs falls within the 1000-30000 range.
• Code showing the fix: The validation function returns explicit errors for each constraint violation, allowing pre-flight correction.

Error: 429 Too Many Requests

• What causes it: The API rate limit is exceeded across multiple concurrent inject operations.
• How to fix it: Implement exponential backoff retry logic. The InjectPrompt method includes a retry loop that sleeps for 2 * time.Duration(attempt+1) * time.Second before retrying.
• Code showing the fix: The retry block captures http.StatusTooManyRequests and delays subsequent attempts automatically.

Official References

• Genesys Cloud Agent Assist API Documentation
• Genesys Cloud Go SDK Reference
• OAuth 2.0 Client Credentials Flow
• Webhook Event Types