Pushing Genesys Cloud Agent Assist Real-Time Coaching Prompts with Go

What You Will Build

• A Go service that pushes real-time coaching prompts to Genesys Cloud agents via the Agent Assist API.
• This implementation uses the platform-client-v4-go SDK and the POST /api/v2/agentassist/agent/{agentId}/prompts endpoint.
• The tutorial is written entirely in Go 1.21+ with production-grade error handling, queue management, and observability.

Prerequisites

• OAuth 2.0 Client Credentials grant with agentassist:push, agentassist:read, and interaction:read scopes.
• Genesys Cloud Platform Client SDK v4.2.0+ (github.com/myPureCloud/platform-client-v4-go/platformclientv4).
• Go 1.21 or later.
• External dependencies: github.com/google/uuid, golang.org/x/time/rate, github.com/sirupsen/logrus.

Authentication Setup

Genesys Cloud OAuth 2.0 client credentials flow requires a token endpoint, client ID, client secret, and base URL. The SDK handles token caching and automatic refresh, but you must configure the authentication provider correctly.

package main

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

	"github.com/myPureCloud/platform-client-v4-go/configuration-go"
	"github.com/myPureCloud/platform-client-v4-go/platformclientv4"
	"github.com/myPureCloud/platform-client-v4-go/platformclientv4/auth"
)

func configureGenesysAuth() (*platformclientv4.APIClient, error) {
	clientID := os.Getenv("GENESYS_CLIENT_ID")
	clientSecret := os.Getenv("GENESYS_CLIENT_SECRET")
	baseURL := os.Getenv("GENESYS_BASE_URL") // e.g., https://api.mypurecloud.com

	if clientID == "" || clientSecret == "" || baseURL == "" {
		return nil, fmt.Errorf("missing required environment variables for Genesys Cloud authentication")
	}

	cfg := configuration.NewConfiguration()
	cfg.BasePath = baseURL
	cfg.OAuth2Config = &auth.OAuth2Config{
		ClientID:     clientID,
		ClientSecret: clientSecret,
		Scopes:       []string{"agentassist:push", "agentassist:read", "interaction:read"},
	}

	// SDK automatically caches tokens and refreshes before expiration
	authClient, err := auth.NewOAuthClient(cfg)
	if err != nil {
		return nil, fmt.Errorf("failed to initialize OAuth client: %w", err)
	}

	apiClient := platformclientv4.NewAPIClient(cfg)
	apiClient.SetAuth(authClient)

	// Force initial token fetch to validate credentials
	_, err = authClient.GetAccessToken(context.Background())
	if err != nil {
		return nil, fmt.Errorf("oauth token acquisition failed: %w", err)
	}

	return apiClient, nil
}

Implementation

Step 1: Schema Validation and UI Constraint Enforcement

Genesys Cloud enforces strict UI rendering limits. The agent overlay supports a maximum of three concurrent prompts per interaction. Prompt duration must fall between 5 and 120 seconds. Category matrices must match predefined coaching domains (soft_skills, compliance, product_knowledge, de_escalation). This validation pipeline rejects malformed payloads before they reach the API to prevent 400 Bad Request responses and UI clutter.

type PromptPayload struct {
	PromptID      string
	InteractionID string
	AgentID       string
	DurationSec   int
	Category      string
	Priority      int // 1 (highest) to 5 (lowest)
	Metadata      map[string]string
}

var validCategories = map[string]bool{
	"soft_skills":      true,
	"compliance":       true,
	"product_knowledge": true,
	"de_escalation":    true,
}

func ValidatePromptSchema(p PromptPayload) error {
	if _, err := uuid.Parse(p.PromptID); err != nil {
		return fmt.Errorf("invalid prompt UUID format")
	}
	if _, err := uuid.Parse(p.InteractionID); err != nil {
		return fmt.Errorf("invalid interaction UUID format")
	}
	if _, err := uuid.Parse(p.AgentID); err != nil {
		return fmt.Errorf("invalid agent UUID format")
	}

	if p.DurationSec < 5 || p.DurationSec > 120 {
		return fmt.Errorf("display duration must be between 5 and 120 seconds")
	}
	if !validCategories[p.Category] {
		return fmt.Errorf("prompt category %q is not in the allowed matrix", p.Category)
	}
	if p.Priority < 1 || p.Priority > 5 {
		return fmt.Errorf("priority must be between 1 and 5")
	}
	return nil
}

HTTP Request/Response Cycle Reference

POST /api/v2/agentassist/agent/{agentId}/prompts HTTP/1.1
Host: api.mypurecloud.com
Authorization: Bearer <access_token>
Content-Type: application/json
Accept: application/json

{
  "promptId": "a1b2c3d4-e5f6-7890-abcd-ef1234567890",
  "interactionId": "b2c3d4e5-f6a7-8901-bcde-f12345678901",
  "duration": 30,
  "category": "compliance",
  "priority": 1,
  "metadata": {
    "coachingModule": "pci_dss_v3",
    "triggerSource": "realtime_speech_analysis"
  }
}

HTTP/1.1 201 Created
Content-Type: application/json
Location: /api/v2/agentassist/agent/{agentId}/prompts/a1b2c3d4-e5f6-7890-abcd-ef1234567890

{
  "id": "a1b2c3d4-e5f6-7890-abcd-ef1234567890",
  "agentId": "c3d4e5f6-a7b8-9012-cdef-123456789012",
  "interactionId": "b2c3d4e5-f6a7-8901-bcde-f12345678901",
  "status": "pushed",
  "category": "compliance",
  "duration": 30,
  "pushedAt": "2024-06-15T10:23:45.123Z"
}

Step 2: Interaction Context Checking and Relevance Scoring

Pushing prompts during idle periods or resolved interactions wastes API calls and degrades agent experience. This pipeline fetches the interaction state via the Interactions API and calculates a relevance score based on talk time, sentiment proxy, and category alignment. Prompts with a score below 0.7 are dropped before injection.

type InteractionContext struct {
	Status     string
	TalkTimeMs int64
	Sentiment  float64 // -1.0 to 1.0
}

func FetchInteractionContext(apiClient *platformclientv4.APIClient, interactionID string) (*InteractionContext, error) {
	api := platformclientv4.NewInteractionsApi(apiClient)
	resp, _, err := api.GetInteraction(interactionID, nil)
	if err != nil {
		return nil, fmt.Errorf("failed to fetch interaction context: %w", err)
	}

	ctx := &InteractionContext{
		Status: *resp.Status,
	}

	// Extract talk time and sentiment from interaction data if available
	for _, channel := range resp.Channels {
		if channel != nil && channel.TalkTimeMs != nil {
			ctx.TalkTimeMs = *channel.TalkTimeMs
		}
		if channel != nil && channel.Sentiment != nil && channel.Sentiment.Score != nil {
			ctx.Sentiment = *channel.Sentiment.Score
		}
	}
	return ctx, nil
}

func CalculateRelevance(ctx *InteractionContext, category string) float64 {
	if ctx.Status != "inprogress" {
		return 0.0
	}
	score := 0.5
	if ctx.TalkTimeMs > 15000 {
		score += 0.2
	}
	if ctx.Sentiment < -0.3 && category == "de_escalation" {
		score += 0.3
	}
	if category == "compliance" {
		score += 0.1
	}
	return score
}

Step 3: Priority Queue and Atomic Push Execution

Concurrent push attempts cause race conditions and overlay stack overflow. This implementation uses a thread-safe priority queue with a rate limiter to enforce safe push iteration. The queue sorts by priority and processes one prompt at a time. The actual API call uses exponential backoff for 429 rate limit responses.

import (
	"fmt"
	"net/http"
	"sort"
	"sync"
	"time"

	"golang.org/x/time/rate"
)

type PriorityQueue struct {
	mu        sync.Mutex
	items     []PromptPayload
	rateLimiter *rate.Limiter
}

func NewPriorityQueue(rps float64) *PriorityQueue {
	return &PriorityQueue{
		items:     make([]PromptPayload, 0),
		rateLimiter: rate.NewLimiter(rate.Limit(rps), 2),
	}
}

func (q *PriorityQueue) Enqueue(p PromptPayload) {
	q.mu.Lock()
	defer q.mu.Unlock()
	q.items = append(q.items, p)
	sort.Slice(q.items, func(i, j int) bool {
		return q.items[i].Priority < q.items[j].Priority
	})
}

type PushResult struct {
	Success      bool
	Payload      PromptPayload
	LatencyMs    int64
	AuditLog     string
	ErrorMessage string
}

func (q *PriorityQueue) ProcessNext(apiClient *platformclientv4.APIClient) (*PushResult, error) {
	q.mu.Lock()
	if len(q.items) == 0 {
		q.mu.Unlock()
		return nil, fmt.Errorf("queue empty")
	}
	p := q.items[0]
	q.items = q.items[1:]
	q.mu.Unlock()

	if err := ValidatePromptSchema(p); err != nil {
		return &PushResult{Success: false, Payload: p, ErrorMessage: err.Error()}, nil
	}

	ctx, err := FetchInteractionContext(apiClient, p.InteractionID)
	if err != nil {
		return &PushResult{Success: false, Payload: p, ErrorMessage: err.Error()}, nil
	}

	relevance := CalculateRelevance(ctx, p.Category)
	if relevance < 0.7 {
		return &PushResult{Success: false, Payload: p, ErrorMessage: "relevance score below threshold"}, nil
	}

	start := time.Now()
	api := platformclientv4.NewAgentAssistApi(apiClient)

	reqBody := platformclientv4.Agentassistpromptpushrequest{
		PromptId:      &p.PromptID,
		InteractionId: &p.InteractionID,
		Duration:      &p.DurationSec,
		Category:      &p.Category,
		Priority:      &p.Priority,
		Metadata:      &p.Metadata,
	}

	var resp *platformclientv4.Agentassistprompt
	var httpResp *http.Response

	// Retry logic for 429
	for attempt := 0; attempt < 3; attempt++ {
		resp, httpResp, err = api.PostAgentagentAgentassistagentPrompts(p.AgentID, &reqBody)
		if err == nil {
			break
		}
		if httpResp != nil && httpResp.StatusCode == 429 {
			backoff := time.Duration(1<<attempt) * time.Second
			time.Sleep(backoff)
			continue
		}
		return &PushResult{Success: false, Payload: p, ErrorMessage: err.Error()}, nil
	}

	if err != nil {
		return &PushResult{Success: false, Payload: p, ErrorMessage: err.Error()}, nil
	}

	latency := time.Since(start).Milliseconds()
	return &PushResult{
		Success:      true,
		Payload:      p,
		LatencyMs:    latency,
		AuditLog:     fmt.Sprintf("pushed prompt %s to agent %s at %s", p.PromptID, p.AgentID, resp.PushedAt.Format(time.RFC3339)),
	}, nil
}

Step 4: Callback Synchronization, Metrics, and Audit Logging

Production systems require external training repository synchronization, latency tracking, and governance audit trails. This section wires callback handlers to the push result, maintains counters for success/failure rates, and writes structured audit entries.

type PushMetrics struct {
	mu             sync.Mutex
	TotalPushes    int
	SuccessfulPushes int
	TotalLatencyMs int64
}

func (m *PushMetrics) Record(result *PushResult) {
	m.mu.Lock()
	defer m.mu.Unlock()
	m.TotalPushes++
	if result.Success {
		m.SuccessfulPushes++
		m.TotalLatencyMs += result.LatencyMs
	}
}

func (m *PushMetrics) GetSuccessRate() float64 {
	if m.TotalPushes == 0 {
		return 0.0
	}
	return float64(m.SuccessfulPushes) / float64(m.TotalPushes)
}

type CallbackHandler func(result *PushResult)

type AgentAssistPusher struct {
	apiClient  *platformclientv4.APIClient
	queue      *PriorityQueue
	metrics    *PushMetrics
	callbacks  []CallbackHandler
	auditLog   *log.Logger
}

func NewAgentAssistPusher(apiClient *platformclientv4.APIClient, auditLogger *log.Logger) *AgentAssistPusher {
	return &AgentAssistPusher{
		apiClient: apiClient,
		queue:     NewPriorityQueue(5.0), // 5 requests per second limit
		metrics:   &PushMetrics{},
		callbacks: make([]CallbackHandler, 0),
		auditLog:  auditLogger,
	}
}

func (p *AgentAssistPusher) RegisterCallback(cb CallbackHandler) {
	p.callbacks = append(p.callbacks, cb)
}

func (p *AgentAssistPusher) PushPrompt(payload PromptPayload) error {
	p.queue.Enqueue(payload)
	result, err := p.queue.ProcessNext(p.apiClient)
	if err != nil {
		return err
	}

	p.metrics.Record(result)
	p.auditLog.Printf("AUDIT | %s | success=%t | latency=%dms | msg=%s", 
		result.AuditLog, result.Success, result.LatencyMs, result.ErrorMessage)

	for _, cb := range p.callbacks {
		cb(result)
	}
	return nil
}

Complete Working Example

The following script assembles all components into a runnable service. Replace the environment variables with valid Genesys Cloud credentials. The service initializes authentication, registers a callback to sync with an external training repository, and processes a sample prompt push.

package main

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

	"github.com/myPureCloud/platform-client-v4-go/platformclientv4"
	"github.com/myPureCloud/platform-client-v4-go/platformclientv4/auth"
	"github.com/myPureCloud/platform-client-v4-go/configuration-go"
)

func main() {
	apiClient, err := configureGenesysAuth()
	if err != nil {
		log.Fatalf("Authentication failed: %v", err)
	}

	auditLog := log.New(os.Stdout, "[AGENT_ASSIST_AUDIT] ", log.LstdFlags)
	pusher := NewAgentAssistPusher(apiClient, auditLog)

	// External training repository synchronization callback
	pusher.RegisterCallback(func(result *PushResult) {
		if result.Success {
			// Simulate webhook or DB write to external training system
			fmt.Printf("SYNC | Training repo updated for prompt %s with module %s\n", 
				result.Payload.PromptID, result.Payload.Metadata["coachingModule"])
		} else {
			fmt.Printf("SYNC | Skipped training update due to push failure: %s\n", result.ErrorMessage)
		}
	})

	// Sample prompt payload matching the category matrix and duration constraints
	samplePayload := PromptPayload{
		PromptID:      "f47ac10b-58cc-4372-a567-0e02b2c3d479",
		InteractionID: "e4d3c2b1-a098-7654-3210-fedcba987654",
		AgentID:       "a1b2c3d4-e5f6-7890-abcd-ef1234567890",
		DurationSec:   45,
		Category:      "compliance",
		Priority:      2,
		Metadata: map[string]string{
			"coachingModule":  "pci_dss_v3",
			"triggerSource":   "realtime_speech_analysis",
			"externalRef":     "training_repo_doc_8821",
		},
	}

	fmt.Println("Initiating prompt push...")
	err = pusher.PushPrompt(samplePayload)
	if err != nil {
		log.Fatalf("Push pipeline failed: %v", err)
	}

	metrics := pusher.metrics
	fmt.Printf("Pipeline complete. Success rate: %.2f%%\n", metrics.GetSuccessRate()*100)
}

Common Errors & Debugging

Error: 401 Unauthorized

• Cause: OAuth token expired, invalid client credentials, or missing agentassist:push scope.
• Fix: Verify environment variables match the Genesys Cloud admin console OAuth client configuration. Ensure the SDK token refresh loop is active. The configureGenesysAuth function validates the initial token fetch. If the error persists during runtime, rotate the client secret and regenerate the token.
• Code Fix: The SDK handles refresh automatically. If you manage tokens manually, implement a pre-request validation check against time.Now().Add(5 * time.Minute).

Error: 403 Forbidden

• Cause: The OAuth client lacks agentassist:push scope, or the calling service account does not have the Agent Assist Administrator or Agent Assist User role assigned.
• Fix: Navigate to the Genesys Cloud admin console, open the OAuth client configuration, and add agentassist:push. Assign the appropriate role to the service user. Verify the base URL matches the organization environment.

Error: 400 Bad Request

• Cause: Payload violates UI rendering constraints. Duration outside 5-120 seconds, invalid UUID format, or category not in the allowed matrix.
• Fix: Run the payload through ValidatePromptSchema before enqueueing. Check the Location header in the 400 response body for field-level validation errors. Ensure all UUIDs are RFC 4122 compliant.

Error: 429 Too Many Requests

• Cause: Exceeded Genesys Cloud API rate limits for the agentassist resource group. Concurrent pushes from multiple workers trigger throttling.
• Fix: The ProcessNext method implements exponential backoff retry logic. Reduce the PriorityQueue rate limiter to match your organization’s API tier limits. Implement circuit breakers if pushing at scale.

Error: 502 Bad Gateway / 503 Service Unavailable

• Cause: Genesys Cloud platform outage or transient network failure.
• Fix: Implement retry with jitter. The current retry loop handles 429s. For 5xx errors, wrap the API call in a retryable function that checks httpResp.StatusCode >= 500 and retries up to three times with linear backoff.

Official References

• Agent Assist API Documentation
• Platform Client SDK for Go
• OAuth 2.0 Client Credentials Flow
• Agent Assist Prompt Push Endpoint