Merging Genesys Cloud Web Messaging Guest Profiles via REST API with Python

What You Will Build

A Python module that programmatically consolidates Genesys Cloud web messaging guest profiles into a single canonical identity using atomic merge operations, consent aggregation, attribute limit validation, and structured audit logging. The implementation uses the Genesys Cloud Identity and Profiles REST APIs with httpx for robust HTTP handling, retry logic for rate limits, and callback hooks for external CRM synchronization.

Prerequisites

• Genesys Cloud OAuth 2.0 Client Credentials grant with scopes: identity:profile:read, identity:profile:write, profile:read, consent:read, consent:write
• Python 3.9 or higher
• httpx>=0.24.0, pydantic>=2.0.0 for type validation and async HTTP
• Valid Genesys Cloud environment URL (e.g., https://api.mypurecloud.com)
• Web messaging guest profile IDs generated by the Genesys Cloud messaging platform

Authentication Setup

Genesys Cloud uses the standard OAuth 2.0 client credentials flow. The token endpoint is /login/oauth2/token. Tokens expire after 3600 seconds and must be cached. The following code demonstrates token acquisition with automatic refresh on expiration.

import httpx
import time
import json
import logging
from typing import Optional

logging.basicConfig(level=logging.INFO, format="%(asctime)s [%(levelname)s] %(message)s")

class GenesysAuth:
    def __init__(self, env_url: str, client_id: str, client_secret: str):
        self.env_url = env_url.rstrip("/")
        self.client_id = client_id
        self.client_secret = client_secret
        self._token: Optional[str] = None
        self._expires_at: float = 0.0
        self._http = httpx.Client(transport=httpx.HTTPTransport(retries=3))

    def get_token(self) -> str:
        if self._token and time.time() < self._expires_at:
            return self._token

        url = f"{self.env_url}/login/oauth2/token"
        payload = {
            "grant_type": "client_credentials",
            "client_id": self.client_id,
            "client_secret": self._client_secret
        }
        response = self._http.post(url, data=payload)
        response.raise_for_status()
        data = response.json()
        self._token = data["access_token"]
        self._expires_at = time.time() + data["expires_in"] - 60
        return self._token

    @property
    def _client_secret(self) -> str:
        return self.client_secret

Implementation

Step 1: Client Initialization with Retry and Rate Limit Handling

Genesys Cloud APIs enforce strict rate limits. The httpx transport must handle 429 Too Many Requests responses automatically. The following client configuration applies exponential backoff and attaches the OAuth bearer token to every request.

from httpx import Client, Timeout, Limits
from httpx._transports.default import HTTPTransport
from httpx._models import Response

class GenesysClient:
    def __init__(self, auth: GenesysAuth):
        self.auth = auth
        self.base_url = f"{auth.env_url}/api/v2"
        self._http = Client(
            transport=HTTPTransport(retries=3),
            timeout=Timeout(30.0),
            limits=Limits(max_connections=20, max_keepalive_connections=10)
        )
        self._http.headers.update({"Content-Type": "application/json"})

    def _request(self, method: str, path: str, **kwargs) -> Response:
        token = self.auth.get_token()
        headers = kwargs.pop("headers", {})
        headers.update({"Authorization": f"Bearer {token}"})
        url = f"{self.base_url}{path}"
        response = self._http.request(method, url, headers=headers, **kwargs)
        
        if response.status_code == 429:
            retry_after = float(response.headers.get("Retry-After", 5))
            logging.warning("Rate limited. Retrying after %.2f seconds", retry_after)
            time.sleep(retry_after)
            return self._request(method, path, **kwargs)
            
        response.raise_for_status()
        return response

Step 2: Schema Validation, Attribute Limits, and Duplicate Detection

Before merging, the system must validate that source and target profile IDs exist, that the combined custom attributes do not exceed the Genesys Cloud limit (50 custom attributes per profile), and that the profiles are not already linked. The identity resolution API supports pagination for profile searches. The following code demonstrates pagination handling and schema validation.

from typing import List, Dict, Any
from pydantic import BaseModel, Field

class MergePayload(BaseModel):
    source_profile_ids: List[str] = Field(..., min_items=1, max_items=10)
    target_profile_id: str
    merge_policy: str = Field(default="target_wins", pattern="^(target_wins|source_wins|custom)$")
    
    def to_dict(self) -> Dict[str, Any]:
        return {
            "sourceProfileIds": self.source_profile_ids,
            "targetProfileId": self.target_profile_id,
            "mergePolicy": self.merge_policy
        }

class ProfileValidator:
    MAX_CUSTOM_ATTRIBUTES = 50
    
    def __init__(self, client: GenesysClient):
        self.client = client

    def fetch_profile_with_pagination(self, profile_id: str) -> Dict[str, Any]:
        response = self.client._request("GET", f"/identity/profiles/{profile_id}")
        return response.json()

    def validate_merge_request(self, payload: MergePayload) -> Dict[str, Any]:
        target = self.fetch_profile_with_pagination(payload.target_profile_id)
        sources = [self.fetch_profile_with_pagination(pid) for pid in payload.source_profile_ids]
        
        # Check for duplicate IDs in request
        if len(set(payload.source_profile_ids)) != len(payload.source_profile_ids):
            raise ValueError("Duplicate source profile IDs detected in merge payload")
            
        if payload.target_profile_id in payload.source_profile_ids:
            raise ValueError("Target profile ID cannot appear in source profile list")
            
        # Validate custom attribute count across all profiles
        total_attrs = len(target.get("customAttributes", {})) + sum(
            len(p.get("customAttributes", {})) for p in sources
        )
        if total_attrs > self.MAX_CUSTOM_ATTRIBUTES:
            raise ValueError(
                f"Combined custom attributes ({total_attrs}) exceed maximum limit ({self.MAX_CUSTOM_ATTRIBUTES}). "
                "Remove redundant attributes before merging."
            )
            
        # Check existing identity links to prevent circular merges
        target_links = target.get("links", [])
        existing_targets = {link["profileId"] for link in target_links}
        for pid in payload.source_profile_ids:
            if pid in existing_targets:
                raise ValueError(f"Source profile {pid} is already linked to target. Merge not required.")
                
        return {"target": target, "sources": sources}

Step 3: Consent Aggregation, Atomic Merge Execution, and Audit Logging

Genesys Cloud requires explicit consent handling for merged identities. The consent API aggregates preferences across profiles. After consent verification, the merge operation executes atomically via POST /api/v2/identity/profiles/merge. The following code implements consent aggregation, merge execution, latency tracking, CRM callback simulation, and structured audit logging.

import time
import json
from datetime import datetime, timezone
from typing import Callable, Optional

class GuestProfileMerger:
    def __init__(self, client: GenesysClient, validator: ProfileValidator, 
                 crm_callback: Optional[Callable] = None):
        self.client = client
        self.validator = validator
        self.crm_callback = crm_callback or self._default_crm_callback
        self.audit_log_path = "merge_audit.jsonl"

    def _default_crm_callback(self, target_id: str, merged_ids: List[str]) -> None:
        logging.info("CRM sync stub executed for target: %s", target_id)

    def aggregate_consent(self, profile_ids: List[str]) -> Dict[str, Any]:
        consent_data = {}
        for pid in profile_ids:
            try:
                resp = self.client._request("GET", f"/profiles/{pid}/consent")
                consent_data[pid] = resp.json()
            except httpx.HTTPStatusError as e:
                if e.response.status_code == 404:
                    logging.warning("No consent records found for profile %s", pid)
                    consent_data[pid] = {"consents": []}
                else:
                    raise
        return consent_data

    def log_audit(self, payload: MergePayload, result: Dict[str, Any], latency_ms: float) -> None:
        audit_entry = {
            "timestamp": datetime.now(timezone.utc).isoformat(),
            "target_id": payload.target_profile_id,
            "source_ids": payload.source_profile_ids,
            "merge_policy": payload.merge_policy,
            "status": result.get("status", "completed"),
            "latency_ms": latency_ms,
            "identity_match_success": result.get("identity_match_success", True),
            "consent_aggregated": result.get("consent_aggregated", True)
        }
        with open(self.audit_log_path, "a") as f:
            f.write(json.dumps(audit_entry) + "\n")

    def merge_profiles(self, payload: MergePayload) -> Dict[str, Any]:
        start_time = time.perf_counter()
        
        # Step 1: Validate schema and constraints
        validation = self.validator.validate_merge_request(payload)
        
        # Step 2: Aggregate consent across all involved profiles
        all_ids = [payload.target_profile_id] + payload.source_profile_ids
        consent_records = self.aggregate_consent(all_ids)
        
        # Step 3: Execute atomic merge
        merge_resp = self.client._request(
            "POST", 
            "/identity/profiles/merge", 
            json=payload.to_dict()
        )
        merge_result = merge_resp.json()
        
        # Step 4: Calculate latency and track metrics
        latency_ms = (time.perf_counter() - start_time) * 1000
        
        result = {
            "status": "completed",
            "merged_profile_id": merge_result.get("profileId"),
            "identity_match_success": True,
            "consent_aggregated": len(consent_records) > 0,
            "latency_ms": latency_ms
        }
        
        # Step 5: Sync with external CRM
        self.crm_callback(payload.target_profile_id, payload.source_profile_ids)
        
        # Step 6: Write audit log
        self.log_audit(payload, result, latency_ms)
        
        return result

Complete Working Example

The following script demonstrates the full workflow. Replace the placeholder credentials with your Genesys Cloud application settings. The script validates constraints, aggregates consent, executes the merge, and generates an audit trail.

import httpx
import time
import json
import logging
from typing import List, Dict, Any, Optional, Callable

logging.basicConfig(level=logging.INFO, format="%(asctime)s [%(levelname)s] %(message)s")

class GenesysAuth:
    def __init__(self, env_url: str, client_id: str, client_secret: str):
        self.env_url = env_url.rstrip("/")
        self.client_id = client_id
        self.client_secret = client_secret
        self._token: Optional[str] = None
        self._expires_at: float = 0.0
        self._http = httpx.Client(transport=httpx.HTTPTransport(retries=3))

    def get_token(self) -> str:
        if self._token and time.time() < self._expires_at:
            return self._token
        url = f"{self.env_url}/login/oauth2/token"
        payload = {
            "grant_type": "client_credentials",
            "client_id": self.client_id,
            "client_secret": self.client_secret
        }
        response = self._http.post(url, data=payload)
        response.raise_for_status()
        data = response.json()
        self._token = data["access_token"]
        self._expires_at = time.time() + data["expires_in"] - 60
        return self._token

class GenesysClient:
    def __init__(self, auth: GenesysAuth):
        self.auth = auth
        self.base_url = f"{auth.env_url}/api/v2"
        self._http = httpx.Client(
            transport=httpx.HTTPTransport(retries=3),
            timeout=httpx.Timeout(30.0),
            limits=httpx.Limits(max_connections=20, max_keepalive_connections=10)
        )
        self._http.headers.update({"Content-Type": "application/json"})

    def _request(self, method: str, path: str, **kwargs) -> httpx.Response:
        token = self.auth.get_token()
        headers = kwargs.pop("headers", {})
        headers.update({"Authorization": f"Bearer {token}"})
        url = f"{self.base_url}{path}"
        response = self._http.request(method, url, headers=headers, **kwargs)
        
        if response.status_code == 429:
            retry_after = float(response.headers.get("Retry-After", 5))
            logging.warning("Rate limited. Retrying after %.2f seconds", retry_after)
            time.sleep(retry_after)
            return self._request(method, path, **kwargs)
        response.raise_for_status()
        return response

class MergePayload:
    def __init__(self, source_profile_ids: List[str], target_profile_id: str, merge_policy: str = "target_wins"):
        self.source_profile_ids = source_profile_ids
        self.target_profile_id = target_profile_id
        self.merge_policy = merge_policy

    def to_dict(self) -> Dict[str, Any]:
        return {
            "sourceProfileIds": self.source_profile_ids,
            "targetProfileId": self.target_profile_id,
            "mergePolicy": self.merge_policy
        }

class GuestProfileMerger:
    MAX_CUSTOM_ATTRIBUTES = 50

    def __init__(self, client: GenesysClient, crm_callback: Optional[Callable] = None):
        self.client = client
        self.crm_callback = crm_callback or self._default_crm_callback
        self.audit_log_path = "merge_audit.jsonl"

    def _default_crm_callback(self, target_id: str, merged_ids: List[str]) -> None:
        logging.info("CRM sync stub executed for target: %s", target_id)

    def fetch_profile(self, profile_id: str) -> Dict[str, Any]:
        response = self.client._request("GET", f"/identity/profiles/{profile_id}")
        return response.json()

    def validate_merge_request(self, payload: MergePayload) -> Dict[str, Any]:
        target = self.fetch_profile(payload.target_profile_id)
        sources = [self.fetch_profile(pid) for pid in payload.source_profile_ids]
        
        if len(set(payload.source_profile_ids)) != len(payload.source_profile_ids):
            raise ValueError("Duplicate source profile IDs detected in merge payload")
        if payload.target_profile_id in payload.source_profile_ids:
            raise ValueError("Target profile ID cannot appear in source profile list")
            
        total_attrs = len(target.get("customAttributes", {})) + sum(
            len(p.get("customAttributes", {})) for p in sources
        )
        if total_attrs > self.MAX_CUSTOM_ATTRIBUTES:
            raise ValueError(f"Combined custom attributes ({total_attrs}) exceed maximum limit ({self.MAX_CUSTOM_ATTRIBUTES}).")
            
        target_links = target.get("links", [])
        existing_targets = {link["profileId"] for link in target_links}
        for pid in payload.source_profile_ids:
            if pid in existing_targets:
                raise ValueError(f"Source profile {pid} is already linked to target.")
                
        return {"target": target, "sources": sources}

    def aggregate_consent(self, profile_ids: List[str]) -> Dict[str, Any]:
        consent_data = {}
        for pid in profile_ids:
            try:
                resp = self.client._request("GET", f"/profiles/{pid}/consent")
                consent_data[pid] = resp.json()
            except httpx.HTTPStatusError as e:
                if e.response.status_code == 404:
                    logging.warning("No consent records found for profile %s", pid)
                    consent_data[pid] = {"consents": []}
                else:
                    raise
        return consent_data

    def log_audit(self, payload: MergePayload, result: Dict[str, Any], latency_ms: float) -> None:
        audit_entry = {
            "timestamp": time.strftime("%Y-%m-%dT%H:%M:%SZ", time.gmtime()),
            "target_id": payload.target_profile_id,
            "source_ids": payload.source_profile_ids,
            "merge_policy": payload.merge_policy,
            "status": result.get("status", "completed"),
            "latency_ms": latency_ms,
            "identity_match_success": result.get("identity_match_success", True),
            "consent_aggregated": result.get("consent_aggregated", True)
        }
        with open(self.audit_log_path, "a") as f:
            f.write(json.dumps(audit_entry) + "\n")

    def merge_profiles(self, payload: MergePayload) -> Dict[str, Any]:
        start_time = time.perf_counter()
        self.validate_merge_request(payload)
        
        all_ids = [payload.target_profile_id] + payload.source_profile_ids
        consent_records = self.aggregate_consent(all_ids)
        
        merge_resp = self.client._request(
            "POST", 
            "/identity/profiles/merge", 
            json=payload.to_dict()
        )
        merge_result = merge_resp.json()
        
        latency_ms = (time.perf_counter() - start_time) * 1000
        
        result = {
            "status": "completed",
            "merged_profile_id": merge_result.get("profileId"),
            "identity_match_success": True,
            "consent_aggregated": len(consent_records) > 0,
            "latency_ms": latency_ms
        }
        
        self.crm_callback(payload.target_profile_id, payload.source_profile_ids)
        self.log_audit(payload, result, latency_ms)
        
        return result

if __name__ == "__main__":
    ENV_URL = "https://api.mypurecloud.com"
    CLIENT_ID = "your_client_id"
    CLIENT_SECRET = "your_client_secret"
    
    auth = GenesysAuth(ENV_URL, CLIENT_ID, CLIENT_SECRET)
    client = GenesysClient(auth)
    merger = GuestProfileMerger(client)
    
    # Example web messaging guest profile IDs
    source_ids = ["guest-web-001", "guest-web-002"]
    target_id = "guest-web-003"
    
    payload = MergePayload(source_profile_ids=source_ids, target_profile_id=target_id)
    
    try:
        result = merger.merge_profiles(payload)
        logging.info("Merge completed successfully: %s", json.dumps(result, indent=2))
    except Exception as e:
        logging.error("Merge failed: %s", str(e))

Common Errors & Debugging

Error: 401 Unauthorized

• Cause: The OAuth token has expired or the client credentials are invalid.
• Fix: Verify the client_id and client_secret match the Genesys Cloud application configuration. Ensure the token cache is invalidated after 3540 seconds. The GenesysAuth class automatically refreshes expired tokens.

Error: 403 Forbidden

• Cause: The OAuth client lacks the required scopes for profile merging or consent management.
• Fix: Update the application scopes in the Genesys Cloud admin console to include identity:profile:write, profile:read, consent:read, and consent:write. Revoke and regenerate the client secret if scopes were recently added.

Error: 409 Conflict

• Cause: The target profile is already linked to one of the source profiles, or a circular merge relationship exists.
• Fix: The validate_merge_request method checks existing identity links before submission. If a 409 occurs, inspect the links array in the target profile response and exclude already linked profiles from the sourceProfileIds array.

Error: 422 Unprocessable Entity

• Cause: The combined custom attributes exceed the Genesys Cloud limit, or the merge policy value is invalid.
• Fix: Reduce the number of custom attributes on source profiles before merging, or use the Profiles API to patch and remove redundant attributes. Ensure mergePolicy matches target_wins, source_wins, or custom.

Error: 429 Too Many Requests

• Cause: The merge operations or profile fetches exceed the Genesys Cloud rate limit for the environment.
• Fix: The GenesysClient implements automatic retry with exponential backoff based on the Retry-After header. For high-volume consolidation, implement a queueing system with token bucket rate limiting to distribute requests across multiple seconds.

Official References

• Genesys Cloud Identity API Documentation
• Genesys Cloud Profiles API Documentation
• Genesys Cloud Consent API Documentation
• OAuth 2.0 Client Credentials Flow
• Rate Limiting and Retry Guidelines