Pushing Genesys Cloud Agent Assist Dynamic Content via REST API with Go

What You Will Build

• A Go service that constructs, validates, sanitizes, and pushes Agent Assist content to Genesys Cloud using the official REST API surface.
• The implementation uses the Genesys Cloud Agent Assist Content API (/api/v2/agent-assist/contents) with explicit payload validation, HTML sanitization, and idempotent push logic.
• The tutorial covers Go 1.21+ with standard library HTTP clients, structured audit logging, latency tracking, and webhook synchronization.

Prerequisites

• OAuth 2.0 Client Credentials grant configured in Genesys Cloud with scopes: agent-assist:content:write, agent-assist:content:read, webhooks:write
• Genesys Cloud REST API v2
• Go 1.21 or newer
• External dependencies: github.com/microcosm-cc/bluemonday (HTML sanitization), github.com/google/uuid (idempotency keys), log/slog (audit logging)
• Valid Genesys Cloud environment URL (https://api.mypurecloud.com or environment-specific)

Authentication Setup

Genesys Cloud requires OAuth 2.0 Bearer tokens for all API calls. The Client Credentials flow is the standard pattern for server-to-server content push operations. Token caching prevents unnecessary authentication requests and reduces 429 rate limit exposure.

package main

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

type OAuthConfig struct {
	BaseURL    string
	ClientID   string
	Secret     string
	TokenCache *TokenCache
}

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

type TokenCache struct {
	Token     string
	ExpiresAt time.Time
}

func (c *TokenCache) IsExpired() bool {
	return time.Now().After(c.ExpiresAt)
}

func (cfg *OAuthConfig) GetToken(ctx context.Context) (string, error) {
	if cfg.TokenCache != nil && !cfg.TokenCache.IsExpired() {
		return cfg.TokenCache.Token, nil
	}

	payload := fmt.Sprintf("grant_type=client_credentials&client_id=%s&client_secret=%s", cfg.ClientID, cfg.Secret)
	req, err := http.NewRequestWithContext(ctx, http.MethodPost, fmt.Sprintf("%s/api/v2/oauth/token", cfg.BaseURL), strings.NewReader(payload))
	if err != nil {
		return "", fmt.Errorf("failed to create token request: %w", err)
	}
	req.Header.Set("Content-Type", "application/x-www-form-urlencoded")

	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 {
		body, _ := io.ReadAll(resp.Body)
		return "", fmt.Errorf("auth failed with status %d: %s", resp.StatusCode, string(body))
	}

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

	if cfg.TokenCache == nil {
		cfg.TokenCache = &TokenCache{}
	}
	cfg.TokenCache.Token = tokenResp.AccessToken
	cfg.TokenCache.ExpiresAt = time.Now().Add(time.Duration(tokenResp.ExpiresIn) * time.Second)

	return tokenResp.AccessToken, nil
}

Required OAuth Scope: agent-assist:content:write
HTTP Cycle: POST /api/v2/oauth/token with application/x-www-form-urlencoded body returns a JWT Bearer token valid for 3600 seconds.

Implementation

Step 1: Payload Construction and Schema Validation

Agent Assist content requires a strict JSON schema. The payload must include a title, HTML body, variable bindings, and metadata. Genesys enforces a maximum payload size of 32KB for content resources. The validation pipeline checks structure, size limits, and template variable syntax before transmission.

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

type AgentAssistContent struct {
	Title       string            `json:"title"`
	Description string            `json:"description"`
	HTML        string            `json:"html"`
	Tags        []string          `json:"tags,omitempty"`
	Variables   map[string]string `json:"variables,omitempty"`
}

const MaxPayloadSize = 32 * 1024 // 32KB limit enforced by Genesys

func ValidatePayload(content AgentAssistContent) error {
	if strings.TrimSpace(content.Title) == "" {
		return fmt.Errorf("content title cannot be empty")
	}
	if strings.TrimSpace(content.HTML) == "" {
		return fmt.Errorf("content html cannot be empty")
	}

	// Verify template matrix variable syntax
	for k, v := range content.Variables {
		if !strings.Contains(content.HTML, fmt.Sprintf("{{%s}}", k)) {
			return fmt.Errorf("variable %s defined but not found in html template", k)
		}
	}

	// Serialize and check size limit
	raw, err := json.Marshal(content)
	if err != nil {
		return fmt.Errorf("payload serialization failed: %w", err)
	}

	if len(raw) > MaxPayloadSize {
		return fmt.Errorf("payload size %d bytes exceeds %d byte limit", len(raw), MaxPayloadSize)
	}

	return nil
}

Required OAuth Scope: agent-assist:content:write
HTTP Cycle: The validated payload maps directly to the POST /api/v2/agent-assist/contents request body. Genesys rejects payloads exceeding 32KB with a 400 Bad Request. The template matrix validation ensures every declared variable has a corresponding {{variable}} placeholder in the HTML string.

Step 2: HTML Sanitization and Variable Binding

Agent Assist renders HTML in the agent workspace. Unsanitized input introduces XSS vulnerabilities during high-volume scaling. The sanitization pipeline uses bluemonday to strip dangerous attributes while preserving layout compatibility. Variable binding replaces placeholders with safe, encoded values before transmission.

import (
	"github.com/microcosm-cc/bluemonday"
	"strings"
)

func SanitizeAndBind(content *AgentAssistContent) error {
	// Security policy: allow safe layout tags, strip event handlers and scripts
	policy := bluemonday.UGCPolicy()
	policy.AllowElements("div", "span", "p", "strong", "em", "ul", "ol", "li", "br", "table", "tr", "td", "th")
	policy.AllowAttrs("class", "style").OnElements("div", "span", "p", "table", "tr", "td", "th")
	policy.AllowStandardURLs()
	policy.RequireNoFollowOnLinks(false)

	// Bind variables first to preserve template structure
	for k, v := range content.Variables {
		placeholder := fmt.Sprintf("{{%s}}", k)
		// HTML-encode bound values to prevent injection
		safeValue := bluemonday.StrictPolicy().Sanitize(v)
		content.HTML = strings.ReplaceAll(content.HTML, placeholder, safeValue)
	}

	// Apply sanitization policy to final HTML
	content.HTML = policy.Sanitize(content.HTML)

	// Layout compatibility check: reject if sanitization removed all content
	if strings.TrimSpace(content.HTML) == "" {
		return fmt.Errorf("sanitization removed all html content; verify allowed tags")
	}

	return nil
}

Required OAuth Scope: agent-assist:content:write
HTTP Cycle: The sanitized HTML replaces the original html field before the POST request. Genesys performs server-side sanitization, but client-side enforcement prevents failed pushes and reduces audit noise. The layout compatibility check ensures the rendered workspace element meets minimum visibility requirements.

Step 3: Atomic Push Execution and Webhook Synchronization

The push operation uses idempotency keys to guarantee atomic delivery. Retry logic handles 429 rate limits with exponential backoff. Upon success, the service triggers a content push webhook to synchronize external knowledge portals.

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

type PusherConfig struct {
	BaseURL       string
	OAuth         *OAuthConfig
	WebhookURL    string // External portal sync endpoint
}

type PushResult struct {
	ContentID string
	VersionID string
	Latency   time.Duration
	Success   bool
}

func (cfg *PusherConfig) PushContent(ctx context.Context, content AgentAssistContent) (*PushResult, error) {
	start := time.Now()
	token, err := cfg.OAuth.GetToken(ctx)
	if err != nil {
		return nil, fmt.Errorf("auth failed: %w", err)
	}

	payload, _ := json.Marshal(content)
	req, err := http.NewRequestWithContext(ctx, http.MethodPost, fmt.Sprintf("%s/api/v2/agent-assist/contents", cfg.BaseURL), bytes.NewBuffer(payload))
	if err != nil {
		return nil, fmt.Errorf("request creation failed: %w", err)
	}

	req.Header.Set("Content-Type", "application/json")
	req.Header.Set("Authorization", fmt.Sprintf("Bearer %s", token))
	req.Header.Set("X-Idempotency-Key", uuid.New().String())

	client := &http.Client{Timeout: 30 * time.Second}
	var resp *http.Response

	// Retry logic for 429 rate limits
	for attempt := 0; attempt <= 3; attempt++ {
		resp, err = client.Do(req)
		if err != nil {
			return nil, fmt.Errorf("http request failed: %w", err)
		}

		if resp.StatusCode == http.StatusTooManyRequests {
			backoff := time.Duration(math.Pow(2, float64(attempt))) * time.Second
			time.Sleep(backoff)
			continue
		}
		break
	}

	body, _ := io.ReadAll(resp.Body)
	resp.Body.Close()

	if resp.StatusCode < 200 || resp.StatusCode >= 300 {
		return nil, fmt.Errorf("push failed with status %d: %s", resp.StatusCode, string(body))
	}

	var result PushResult
	result.Latency = time.Since(start)
	result.Success = true

	// Parse Genesys response for IDs
	var genResp map[string]interface{}
	if err := json.Unmarshal(body, &genResp); err == nil {
		if id, ok := genResp["id"].(string); ok {
			result.ContentID = id
		}
	}

	// Trigger external knowledge portal sync via webhook
	if cfg.WebhookURL != "" {
		go cfg.syncWebhook(ctx, content, result)
	}

	return &result, nil
}

func (cfg *PusherConfig) syncWebhook(ctx context.Context, content AgentAssistContent, result *PushResult) {
	payload, _ := json.Marshal(map[string]interface{}{
		"event":    "agentassist.content.pushed",
		"contentId": result.ContentID,
		"title":    content.Title,
		"latency":  result.Latency.Milliseconds(),
		"success":  result.Success,
		"timestamp": time.Now().UTC().Format(time.RFC3339),
	})

	req, _ := http.NewRequestWithContext(ctx, http.MethodPost, cfg.WebhookURL, bytes.NewBuffer(payload))
	req.Header.Set("Content-Type", "application/json")
	http.DefaultClient.Do(req)
}

Required OAuth Scope: agent-assist:content:write, webhooks:write (if creating subscriptions)
HTTP Cycle: POST /api/v2/agent-assist/contents returns 201 Created with a JSON body containing id, versionId, createdTimestamp, and updatedTimestamp. The idempotency key prevents duplicate content creation during network retries. The webhook sync fires asynchronously to align external knowledge bases without blocking the primary push transaction.

Step 4: Metrics Tracking and Audit Logging

Production deployments require structured audit logs and latency tracking. The audit pipeline records push attempts, validation results, sanitization modifications, and final delivery status. Metrics expose inject success rates for capacity planning.

import (
	"context"
	"encoding/json"
	"log/slog"
	"os"
	"time"
)

type AuditLogger struct {
	Logger *slog.Logger
}

func NewAuditLogger() *AuditLogger {
	return &AuditLogger{
		Logger: slog.New(slog.NewJSONHandler(os.Stdout, &slog.HandlerOptions{
			Level: slog.LevelInfo,
		})),
	}
}

type AuditRecord struct {
	EventType   string            `json:"event_type"`
	ContentType string            `json:"content_type"`
	Title       string            `json:"title"`
	PayloadSize int               `json:"payload_size_bytes"`
	LatencyMs   int64             `json:"latency_ms"`
	Success     bool              `json:"success"`
	Error       string            `json:"error,omitempty"`
	Timestamp   time.Time         `json:"timestamp"`
	Metadata    map[string]string `json:"metadata,omitempty"`
}

func (a *AuditLogger) LogPush(ctx context.Context, record AuditRecord) {
	a.Logger.InfoContext(ctx, "agent_assist_push",
		slog.String("event_type", record.EventType),
		slog.String("title", record.Title),
		slog.Int("payload_size", record.PayloadSize),
		slog.Int64("latency_ms", record.LatencyMs),
		slog.Bool("success", record.Success),
		slog.String("error", record.Error),
		slog.Time("timestamp", record.Timestamp),
	)
}

Required OAuth Scope: None (local logging)
HTTP Cycle: Audit logs are written synchronously to stdout or external log aggregators. The record captures payload size, latency, success state, and error context. Success rates are calculated by aggregating success: true records over sliding time windows.

Complete Working Example

package main

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

	"github.com/google/uuid"
	"github.com/microcosm-cc/bluemonday"
	"strings"
)

// [OAuthConfig, TokenCache, TokenResponse definitions from Step 1]
// [AgentAssistContent, ValidatePayload, SanitizeAndBind definitions from Step 2]
// [PusherConfig, PushResult, PushContent, syncWebhook definitions from Step 3]
// [AuditLogger, AuditRecord, LogPush definitions from Step 4]

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

	// Initialize OAuth
	oauthCfg := &OAuthConfig{
		BaseURL: "https://api.mypurecloud.com",
		ClientID: os.Getenv("GENESYS_CLIENT_ID"),
		Secret:   os.Getenv("GENESYS_CLIENT_SECRET"),
	}

	// Initialize Pusher
	pusher := &PusherConfig{
		BaseURL:    "https://api.mypurecloud.com",
		OAuth:      oauthCfg,
		WebhookURL: os.Getenv("KNOWLEDGE_PORTAL_WEBHOOK"),
	}

	audit := NewAuditLogger()

	// Construct content payload
	content := AgentAssistContent{
		Title:       "Dynamic Troubleshooting Guide v2",
		Description: "Agent assist content for network connectivity issues",
		HTML:        `<div class="assist-card"><h3>Step {{step_number}}</h3><p>Check {{device_type}} connectivity.</p><ul><li>Verify {{port_number}} is open</li><li>Confirm {{protocol}} handshake</li></ul></div>`,
		Tags:        []string{"network", "connectivity", "tier2"},
		Variables: map[string]string{
			"step_number": "3",
			"device_type": "router",
			"port_number": "443",
			"protocol":    "TLS",
		},
	}

	// Step 1: Validate
	if err := ValidatePayload(content); err != nil {
		audit.LogPush(ctx, AuditRecord{
			EventType:   "push.validation_failed",
			Title:       content.Title,
			Success:     false,
			Error:       err.Error(),
			Timestamp:   time.Now().UTC(),
		})
		fmt.Println("Validation failed:", err)
		return
	}

	// Step 2: Sanitize and bind
	if err := SanitizeAndBind(&content); err != nil {
		audit.LogPush(ctx, AuditRecord{
			EventType:   "push.sanitization_failed",
			Title:       content.Title,
			Success:     false,
			Error:       err.Error(),
			Timestamp:   time.Now().UTC(),
		})
		fmt.Println("Sanitization failed:", err)
		return
	}

	// Step 3: Push
	result, err := pusher.PushContent(ctx, content)
	if err != nil {
		audit.LogPush(ctx, AuditRecord{
			EventType:   "push.delivery_failed",
			Title:       content.Title,
			PayloadSize: len(content.HTML),
			LatencyMs:   result.Latency.Milliseconds(),
			Success:     false,
			Error:       err.Error(),
			Timestamp:   time.Now().UTC(),
		})
		fmt.Println("Push failed:", err)
		return
	}

	// Step 4: Audit success
	audit.LogPush(ctx, AuditRecord{
		EventType:   "push.delivered",
		Title:       content.Title,
		PayloadSize: len(content.HTML),
		LatencyMs:   result.Latency.Milliseconds(),
		Success:     true,
		Timestamp:   time.Now().UTC(),
		Metadata: map[string]string{
			"content_id": result.ContentID,
		},
	})

	fmt.Println("Content pushed successfully. ID:", result.ContentID)
}

Common Errors & Debugging

Error: 401 Unauthorized

• Cause: Expired OAuth token, invalid client credentials, or missing Authorization header.
• Fix: Verify token cache expiration logic. Ensure the Bearer prefix is present in the header. Restart the OAuth flow with valid credentials.
• Code: The GetToken method automatically refreshes expired tokens. Add explicit logging before the HTTP call to verify token presence.

Error: 403 Forbidden

• Cause: Missing agent-assist:content:write scope on the OAuth client, or the user/service account lacks Agent Assist management permissions.
• Fix: Navigate to Genesys Cloud Admin > Security > OAuth Clients. Add the required scope. Assign the Agent Assist Manager role to the service account.
• Code: Check the token JWT payload using a debugger to confirm the scope claim includes agent-assist:content:write.

Error: 400 Bad Request (Payload Validation)

• Cause: Payload exceeds 32KB, missing required fields, or malformed JSON.
• Fix: Run ValidatePayload before transmission. Trim HTML whitespace. Verify variable placeholder syntax matches {{name}}.
• Code: The validation function returns explicit errors for size limits and missing placeholders. Log the raw payload size before the HTTP call.

Error: 429 Too Many Requests

• Cause: Rate limit exceeded on the /api/v2/agent-assist/contents endpoint.
• Fix: Implement exponential backoff. Reduce concurrent push threads. Cache content updates instead of pushing identical payloads repeatedly.
• Code: The PushContent method includes a retry loop with math.Pow(2, float64(attempt)) backoff. Monitor the Retry-After header if present.

Error: HTML Sanitization Strips Content

• Cause: Layout compatibility check fails because bluemonday removes all tags due to strict policy configuration.
• Fix: Adjust the allowed elements list to match your workspace layout requirements. Preserve class and style attributes for styling.
• Code: Modify policy.AllowElements() to include your required HTML structure. Verify the template matrix uses only permitted tags.

Official References

• Agent Assist Content API Documentation
• OAuth 2.0 Client Credentials Guide
• Webhooks API Reference
• Genesys Cloud Rate Limiting Guidelines
• bluemonday HTML Sanitization Policy