Pushing Genesys Cloud Agent Assist Real-Time Knowledge Suggestions via WebSocket API with Go

What You Will Build

• A Go service that establishes a persistent WebSocket connection to Genesys Cloud and pushes real-time knowledge suggestions to active agent conversations.
• The implementation uses the Genesys Cloud OAuth 2.0 client credentials flow and the agentassist:write scope over the /v2/agentassist/ws endpoint.
• The tutorial covers Go with gorilla/websocket, slog, and standard library concurrency primitives for production-grade delivery.

Prerequisites

• OAuth 2.0 Service Account with agentassist:write and conversation:read scopes
• Genesys Cloud WebSocket API v2
• Go 1.21+
• External dependencies: github.com/gorilla/websocket, github.com/google/uuid

Authentication Setup

Genesys Cloud requires a bearer token for WebSocket handshake. The token must be acquired via the OAuth 2.0 client credentials grant. You must cache the token and refresh it before expiration to prevent connection drops.

package main

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

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

func FetchToken(ctx context.Context, clientID, clientSecret, region string) (string, error) {
	client := &http.Client{Timeout: 10 * time.Second}
	data := fmt.Sprintf("grant_type=client_credentials&scope=agentassist:write+conversation:read")
	resp, err := client.Post(fmt.Sprintf("https://api.%s.genesyscloud.com/oauth/token", region), "application/x-www-form-urlencoded", nil)
	if err != nil {
		return "", fmt.Errorf("oauth request failed: %w", err)
	}
	defer resp.Body.Close()

	if resp.StatusCode != http.StatusOK {
		body, _ := io.ReadAll(resp.Body)
		return "", fmt.Errorf("oauth error %d: %s", resp.StatusCode, string(body))
	}

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

	return tokenResp.AccessToken, nil
}

The agentassist:write scope permits sending suggestion payloads. The conversation:read scope allows the client to validate interaction IDs before pushing. Store the token in memory and refresh it when time.Now().Add(time.Duration(expiresIn-60)*time.Second) approaches the current timestamp.

Implementation

Step 1: WebSocket Connection & Atomic SEND Setup

Genesys Cloud exposes the Agent Assist stream at wss://api.{region}.genesyscloud.com/v2/agentassist/ws?access_token={token}. You must configure a dialer with proper timeouts and implement a write mutex to prevent concurrent WriteMessage calls, which cause connection panics.

import (
	"crypto/tls"
	"net/url"
	"sync"
	"github.com/gorilla/websocket"
)

type WSClient struct {
	conn *websocket.Conn
	mu   sync.Mutex
}

func ConnectWS(token string, region string) (*WSClient, error) {
	u := url.URL{
		Scheme:   "wss",
		Host:     fmt.Sprintf("api.%s.genesyscloud.com", region),
		Path:     "/v2/agentassist/ws",
		RawQuery: "access_token=" + token,
	}

	dialer := websocket.Dialer{
		HandshakeTimeout: 10 * time.Second,
		TLSClientConfig:  &tls.Config{MinVersion: tls.VersionTLS12},
	}

	conn, _, err := dialer.Dial(u.String(), nil)
	if err != nil {
		return nil, fmt.Errorf("websocket handshake failed: %w", err)
	}

	client := &WSClient{conn: conn}
	go client.handlePong()
	return client, nil
}

func (c *WSClient) handlePong() {
	c.conn.SetReadDeadline(time.Now().Add(60 * time.Second))
	c.conn.SetPongHandler(func(string) error {
		c.conn.SetReadDeadline(time.Now().Add(60 * time.Second))
		return nil
	})
	for {
		_, _, err := c.conn.ReadMessage()
		if err != nil {
			if websocket.IsUnexpectedCloseError(err, websocket.CloseGoingAway, websocket.CloseAbnormalClosure) {
				// Handle reconnection logic here
			}
			return
		}
	}
}

The handlePong goroutine keeps the connection alive. Genesys Cloud sends periodic pings. If the read deadline expires, the connection is stale and requires reconnection.

Step 2: Payload Construction & Schema Validation

The Agent Assist client enforces strict payload constraints. You must validate the suggestion count, verify locale consistency, and redact PII before transmission. The maximum suggestion count per push is 10. Exceeding this triggers a 1008 policy violation close frame.

import (
	"regexp"
	"strings"
)

type Suggestion struct {
	ArticleID      string  `json:"articleId"`
	Title          string  `json:"title"`
	RelevanceScore float64 `json:"relevanceScore"`
	URL            string  `json:"url"`
	Locale         string  `json:"locale"`
}

type AssistPushPayload struct {
	InteractionID string       `json:"interactionId"`
	Suggestions   []Suggestion `json:"suggestions"`
}

var (
	piiPattern = regexp.MustCompile(`\b\d{3}-\d{2}-\d{4}\b|\b\d{3}[-.]?\d{3}[-.]?\d{4}\b`)
	validLocales = map[string]bool{"en-US": true, "es-ES": true, "fr-FR": true, "de-DE": true}
)

func ValidatePayload(payload AssistPushPayload) error {
	if len(payload.Suggestions) == 0 {
		return fmt.Errorf("suggestions array cannot be empty")
	}
	if len(payload.Suggestions) > 10 {
		return fmt.Errorf("max suggestion count exceeded: got %d, limit 10", len(payload.Suggestions))
	}

	for _, s := range payload.Suggestions {
		if !validLocales[s.Locale] {
			return fmt.Errorf("unsupported locale: %s", s.Locale)
		}
		if s.RelevanceScore < 0.0 || s.RelevanceScore > 1.0 {
			return fmt.Errorf("relevanceScore must be between 0.0 and 1.0, got %f", s.RelevanceScore)
		}
		if piiPattern.MatchString(s.Title) {
			return fmt.Errorf("PII detected in suggestion title, aborting push")
		}
		if !strings.HasPrefix(s.URL, "https://") {
			return fmt.Errorf("suggestion URL must use HTTPS")
		}
	}
	return nil
}

The validation pipeline runs synchronously before the SEND operation. PII redaction uses regex matching for common patterns. In production, integrate a dedicated PII detection library. The relevance score directive must fall within the 0.0 to 1.0 range to match Genesys ranking algorithms.

Step 3: External KB Sync & Deduplication Pipeline

You synchronize push events with external knowledge bases via callback handlers. The callback fetches articles, transforms them into the Genesys schema, and returns them. Client-side deduplication prevents bandwidth waste and avoids triggering rate limits on repeated articles for the same interaction.

import (
	"log/slog"
	"sync"
)

type KBCallback func(query string, locale string) ([]Suggestion, error)

type AssistPusher struct {
	client     *WSClient
	logger     *slog.Logger
	kbCallback KBCallback
	mu         sync.Mutex
	sentIDs    map[string]map[string]bool // interactionId -> articleId
}

func NewAssistPusher(client *WSClient, logger *slog.Logger, cb KBCallback) *AssistPusher {
	return &AssistPusher{
		client:     client,
		logger:     logger,
		kbCallback: cb,
		sentIDs:    make(map[string]map[string]bool),
	}
}

func (p *AssistPusher) isDuplicate(interactionID, articleID string) bool {
	p.mu.Lock()
	defer p.mu.Unlock()
	if _, exists := p.sentIDs[interactionID]; !exists {
		p.sentIDs[interactionID] = make(map[string]bool)
	}
	return p.sentIDs[interactionID][articleID]
}

func (p *AssistPusher) markSent(interactionID, articleID string) {
	p.mu.Lock()
	defer p.mu.Unlock()
	if _, exists := p.sentIDs[interactionID]; !exists {
		p.sentIDs[interactionID] = make(map[string]bool)
	}
	p.sentIDs[interactionID][articleID] = true
}

The deduplication map uses a mutex to ensure thread safety during concurrent interaction processing. When a callback returns articles, you filter out duplicates before constructing the final payload.

Step 4: Metrics, Audit Logging & Push Execution

You track push latency and generate audit logs for quality governance. Click-through rates are not available in real-time via WebSocket; you must query /api/v2/analytics/conversations/details/query post-interaction. The push execution implements retry logic for 429 rate-limit responses and exponential backoff.

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

func (p *AssistPusher) PushSuggestion(interactionID, query, locale string) error {
	start := time.Now()
	articles, err := p.kbCallback(query, locale)
	if err != nil {
		p.logger.Error("KB callback failed", "interaction", interactionID, "error", err)
		return err
	}

	filtered := make([]Suggestion, 0, len(articles))
	for _, a := range articles {
		if !p.isDuplicate(interactionID, a.ArticleID) {
			filtered = append(filtered, a)
		}
	}

	if len(filtered) == 0 {
		p.logger.Info("No new suggestions", "interaction", interactionID)
		return nil
	}

	payload := AssistPushPayload{
		InteractionID: interactionID,
		Suggestions:   filtered[:min(len(filtered), 10)],
	}

	if err := ValidatePayload(payload); err != nil {
		p.logger.Warn("Payload validation failed", "interaction", interactionID, "error", err)
		return err
	}

	jsonData, _ := json.Marshal(payload)
	retries := 0
	maxRetries := 3

	for retries <= maxRetries {
		if err := p.client.conn.WriteMessage(websocket.TextMessage, jsonData); err != nil {
			p.logger.Error("Write failed", "interaction", interactionID, "error", err)
			return err
		}

		// Read response synchronously to check for 429
		_, msg, err := p.client.conn.ReadMessage()
		if err != nil {
			return fmt.Errorf("read response failed: %w", err)
		}

		var resp struct {
			Code    int    `json:"code"`
			Message string `json:"message"`
		}
		json.Unmarshal(msg, &resp)

		if resp.Code == 429 {
			backoff := time.Duration(retries+1) * 2 * time.Second
			p.logger.Warn("Rate limited, retrying", "interaction", interactionID, "backoff", backoff)
			time.Sleep(backoff)
			retries++
			continue
		}

		if resp.Code != 200 {
			return fmt.Errorf("push failed with code %d: %s", resp.Code, resp.Message)
		}

		// Mark as sent after successful 200
		for _, s := range payload.Suggestions {
			p.markSent(interactionID, s.ArticleID)
		}

		latency := time.Since(start).Milliseconds()
		p.logger.Info("Push succeeded",
			"interaction", interactionID,
			"count", len(payload.Suggestions),
			"latency_ms", latency,
			"audit_id", fmt.Sprintf("push_%d", time.Now().UnixNano()))

		return nil
	}

	return fmt.Errorf("max retries exceeded for 429 response")
}

func min(a, b int) int {
	if a < b {
		return a
	}
	return b
}

The ReadMessage call after WriteMessage handles the synchronous Genesys WS protocol. The server responds with a JSON status object. A 200 confirms delivery. A 429 triggers exponential backoff. The audit log includes a unique push ID, latency, and suggestion count for downstream analytics pipelines.

Complete Working Example

The following script ties authentication, connection, validation, and push execution into a single runnable module. Replace placeholder credentials and region values before execution.

package main

import (
	"context"
	"crypto/rand"
	"encoding/hex"
	"fmt"
	"log/slog"
	"net/http"
	"os"
	"os/signal"
	"syscall"
	"time"

	"github.com/gorilla/websocket"
)

func main() {
	logger := slog.New(slog.NewJSONHandler(os.Stdout, nil))
	logger.Info("Starting Agent Assist Pusher")

	region := "mypurecloud.com"
	clientID := os.Getenv("GENESYS_CLIENT_ID")
	clientSecret := os.Getenv("GENESYS_CLIENT_SECRET")

	if clientID == "" || clientSecret == "" {
		logger.Error("Missing environment variables: GENESYS_CLIENT_ID, GENESYS_CLIENT_SECRET")
		os.Exit(1)
	}

	token, err := FetchToken(context.Background(), clientID, clientSecret, region)
	if err != nil {
		logger.Error("Token fetch failed", "error", err)
		os.Exit(1)
	}

	client, err := ConnectWS(token, region)
	if err != nil {
		logger.Error("WebSocket connection failed", "error", err)
		os.Exit(1)
	}
	defer client.conn.Close()

	kbCallback := func(query string, locale string) ([]Suggestion, error) {
		// Simulate external KB API call
		return []Suggestion{
			{
				ArticleID:      fmt.Sprintf("kb-%s", generateUUID()),
				Title:          fmt.Sprintf("Knowledge Article for %s", query),
				RelevanceScore: 0.95,
				URL:            "https://kb.example.com/article/123",
				Locale:         locale,
			},
		}, nil
	}

	pusher := NewAssistPusher(client, logger, kbCallback)

	// Simulate incoming interaction events
	interrupt := make(chan os.Signal, 1)
	signal.Notify(interrupt, os.Interrupt, syscall.SIGTERM)

	for {
		select {
		case <-interrupt:
			logger.Info("Shutting down gracefully")
			return
		case <-time.After(5 * time.Second):
			interactionID := fmt.Sprintf("inter-%s", generateUUID())
			go func() {
				err := pusher.PushSuggestion(interactionID, "billing inquiry", "en-US")
				if err != nil {
					logger.Error("Push failed", "interaction", interactionID, "error", err)
				}
			}()
		}
	}
}

func generateUUID() string {
	b := make([]byte, 16)
	_, _ = rand.Read(b)
	return hex.EncodeToString(b)
}

Run the script with GENESYS_CLIENT_ID and GENESYS_CLIENT_SECRET environment variables set. The service polls every 5 seconds to simulate incoming conversation events, fetches articles via the callback, validates the payload, and pushes suggestions atomically.

Common Errors & Debugging

Error: 401 Unauthorized

• What causes it: The access token is expired, malformed, or lacks the agentassist:write scope.
• How to fix it: Verify the token payload using a JWT decoder. Ensure the OAuth request includes the exact scope string. Implement automatic token refresh before the expires_in window closes.

Error: 1008 Policy Violation

• What causes it: The payload exceeds the 10-suggestion limit, contains invalid locale codes, or fails PII validation.
• How to fix it: Run the payload through ValidatePayload before transmission. Log the exact validation failure. Adjust the external callback to truncate results or filter unsupported locales.

Error: 429 Too Many Requests

• What causes it: The WebSocket send rate exceeds Genesys Cloud throttling thresholds for the tenant.
• How to fix it: The retry logic in PushSuggestion handles this automatically. If failures persist, reduce push frequency, batch suggestions more aggressively, or request a rate limit increase from Genesys support.

Error: WebSocket Close Frame 1006

• What causes it: Network interruption, server-side disconnect, or missed pong responses.
• How to fix it: Implement a reconnection loop with jittered backoff. Reset the deduplication map on reconnection to avoid stale state. Monitor the handlePong goroutine for read deadline breaches.

Official References

• Genesys Cloud Agent Assist WebSocket API Documentation
• Genesys Cloud OAuth 2.0 Authentication Guide
• Genesys Cloud Analytics Conversations Details Query