Retrieving Genesys Cloud Agent Assist Recommendations via API with Go

What You Will Build

• A Go microservice that queries Genesys Cloud Agent Assist recommendations using interaction context, agent skill profiles, and knowledge base references.
• The implementation uses the Genesys Cloud REST API with OAuth 2.0, TTL caching, async streaming handling, feedback webhooks, Prometheus metrics, and structured audit logging.
• The tutorial covers Go 1.21 with production-grade standard library patterns and vetted third-party packages.

Prerequisites

• OAuth 2.0 confidential client registered in Genesys Cloud with agentassist:view and agentassist:write scopes
• Genesys Cloud API v2 (https://api.mypurecloud.com)
• Go 1.21 or later
• External dependencies: github.com/prometheus/client_golang/prometheus, github.com/jellydator/ttlcache/v3, github.com/sirupsen/logrus, github.com/go-resty/resty/v2

Authentication Setup

Genesys Cloud uses OAuth 2.0 client credentials flow for server-to-server communication. You must implement token caching and automatic refresh to avoid unnecessary authentication overhead. The following manager handles token acquisition, expiration tracking, and concurrent access.

package main

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

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

type AuthManager struct {
    baseURL      string
    clientID     string
    clientSecret string
    token        string
    expiry       time.Time
    mu           sync.RWMutex
}

func NewAuthManager(baseURL, clientID, clientSecret string) *AuthManager {
    return &AuthManager{
        baseURL:      baseURL,
        clientID:     clientID,
        clientSecret: clientSecret,
    }
}

func (a *AuthManager) GetToken(ctx context.Context) (string, error) {
    a.mu.RLock()
    if a.token != "" && time.Now().Before(a.expiry.Add(-30*time.Second)) {
        token := a.token
        a.mu.RUnlock()
        return token, nil
    }
    a.mu.RUnlock()

    a.mu.Lock()
    defer a.mu.Unlock()

    // Double-check after acquiring write lock
    if a.token != "" && time.Now().Before(a.expiry.Add(-30*time.Second)) {
        return a.token, nil
    }

    payload := fmt.Sprintf("grant_type=client_credentials&client_id=%s&client_secret=%s&scope=agentassist:view+agentassist:write",
        a.clientID, a.clientSecret)

    req, err := http.NewRequestWithContext(ctx, http.MethodPost, a.baseURL+"/oauth/token", nil)
    if err != nil {
        return "", fmt.Errorf("failed to create auth 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("auth request failed: %w", err)
    }
    defer resp.Body.Close()

    if resp.StatusCode != http.StatusOK {
        return "", fmt.Errorf("auth failed with status %d", resp.StatusCode)
    }

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

    a.token = tokenResp.AccessToken
    a.expiry = time.Now().Add(time.Duration(tokenResp.ExpiresIn) * time.Second)
    return a.token, nil
}

Implementation

Step 1: Construct recommendation query payloads and call the API

The Genesys Cloud Agent Assist endpoint expects a structured JSON payload containing interaction context, agent capabilities, and knowledge base identifiers. You must include the agentassist:view scope. The following function builds the payload, executes the HTTP call, and implements exponential backoff for rate limiting.

package main

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

type RecommendationQuery struct {
    InteractionContext InteractionContext `json:"interactionContext"`
    AgentProfile       AgentProfile       `json:"agentProfile"`
    KnowledgeBaseIDs   []string           `json:"knowledgeBaseIds"`
}

type InteractionContext struct {
    ConversationID string `json:"conversationId"`
    Transcript     string `json:"transcript"`
    Channel        string `json:"channel"`
}

type AgentProfile struct {
    AgentID string   `json:"agentId"`
    Skills  []string `json:"skills"`
}

type RecommendationResponse struct {
    Items         []Recommendation `json:"items"`
    NextPageToken string           `json:"nextPageToken,omitempty"`
}

type Recommendation struct {
    ID             string    `json:"id"`
    Title          string    `json:"title"`
    Content        string    `json:"content"`
    RelevanceScore float64   `json:"relevanceScore"`
    PublishedDate  time.Time `json:"publishedDate"`
    SourceID       string    `json:"sourceId"`
}

func QueryRecommendations(ctx context.Context, auth *AuthManager, query RecommendationQuery, baseURL string) (*RecommendationResponse, error) {
    payload, err := json.Marshal(query)
    if err != nil {
        return nil, fmt.Errorf("failed to marshal query: %w", err)
    }

    token, err := auth.GetToken(ctx)
    if err != nil {
        return nil, fmt.Errorf("auth failed: %w", err)
    }

    req, err := http.NewRequestWithContext(ctx, http.MethodPost, baseURL+"/api/v2/agentassist/recommendations/query", bytes.NewReader(payload))
    if err != nil {
        return nil, fmt.Errorf("request creation failed: %w", err)
    }
    req.Header.Set("Authorization", "Bearer "+token)
    req.Header.Set("Content-Type", "application/json")
    req.Header.Set("Accept", "application/json")

    client := &http.Client{Timeout: 15 * time.Second}
    var resp *http.Response
    var retryDelay = 1 * time.Second

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

        if resp.StatusCode == http.StatusTooManyRequests {
            time.Sleep(retryDelay)
            retryDelay *= 2
            continue
        }

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

        break
    }
    defer resp.Body.Close()

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

Step 2: Validate recommendations against relevance and freshness thresholds

Raw API responses require filtering before presentation to agents. You must enforce minimum relevance scores and content freshness windows to prevent outdated or low-confidence suggestions from appearing in the agent interface.

package main

import (
    "fmt"
    "time"
)

type ValidationConfig struct {
    MinRelevanceScore float64
    MaxContentAge     time.Duration
}

func FilterRecommendations(recs *RecommendationResponse, config ValidationConfig) ([]Recommendation, error) {
    if recs == nil {
        return nil, fmt.Errorf("nil recommendation response provided")
    }

    var filtered []Recommendation
    now := time.Now()

    for _, rec := range recs.Items {
        // Validate relevance threshold
        if rec.RelevanceScore < config.MinRelevanceScore {
            continue
        }

        // Validate content freshness
        if now.Sub(rec.PublishedDate) > config.MaxContentAge {
            continue
        }

        filtered = append(filtered, rec)
    }

    if len(filtered) == 0 {
        return nil, fmt.Errorf("no recommendations met validation thresholds")
    }

    return filtered, nil
}

Step 3: Handle asynchronous retrieval and implement TTL caching

Agent Assist queries must not block the agent desktop. You will use goroutines for asynchronous retrieval and an in-memory TTL cache to serve repeated queries instantly. The ttlcache package provides production-ready expiration and eviction handling.

package main

import (
    "context"
    "fmt"
    "github.com/jellydator/ttlcache/v3"
    "time"
)

type RecommendationService struct {
    cache   *ttlcache.Cache[string, []Recommendation]
    config  ValidationConfig
    auth    *AuthManager
    baseURL string
}

func NewRecommendationService(auth *AuthManager, baseURL string, config ValidationConfig) *RecommendationService {
    cache := ttlcache.New(
        ttlcache.WithTTL[string, []Recommendation](2 * time.Minute),
        ttlcache.WithDisableTouchOnHit[string, []Recommendation](),
    )
    go cache.Start()

    return &RecommendationService{
        cache:   cache,
        config:  config,
        auth:    auth,
        baseURL: baseURL,
    }
}

func (s *RecommendationService) GetRecommendationsAsync(ctx context.Context, query RecommendationQuery) (<-chan []Recommendation, error) {
    cacheKey := fmt.Sprintf("%s-%s", query.InteractionContext.ConversationID, query.AgentProfile.AgentID)

    if item := s.cache.Get(cacheKey); item != nil {
        ch := make(chan []Recommendation, 1)
        ch <- item.Value()
        return ch, nil
    }

    ch := make(chan []Recommendation, 1)

    go func() {
        defer close(ch)
        result, err := QueryRecommendations(ctx, s.auth, query, s.baseURL)
        if err != nil {
            ch <- nil
            return
        }

        filtered, err := FilterRecommendations(result, s.config)
        if err != nil {
            ch <- nil
            return
        }

        s.cache.Set(cacheKey, filtered, ttlcache.DefaultTTL)
        ch <- filtered
    }()

    return ch, nil
}

Step 4: Synchronize feedback, track latency/CTR, and generate audit logs

Agent interactions require telemetry collection and external synchronization. You will implement Prometheus metrics for latency and click-through rates, structured JSON audit logging, and webhook delivery for feedback data.

package main

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

    "github.com/prometheus/client_golang/prometheus"
    "github.com/sirupsen/logrus"
)

var (
    RecommendationLatency = prometheus.NewHistogramVec(
        prometheus.HistogramOpts{
            Name:    "agentassist_recommendation_latency_seconds",
            Help:    "Time spent fetching and filtering recommendations",
            Buckets: prometheus.DefBuckets,
        },
        []string{"status"},
    )
    RecommendationCTR = prometheus.NewCounterVec(
        prometheus.CounterOpts{
            Name: "agentassist_recommendation_clicks_total",
            Help: "Total recommendation click-throughs by source",
        },
        []string{"source_id", "agent_id"},
    )
)

func init() {
    prometheus.MustRegister(RecommendationLatency, RecommendationCTR)
}

type FeedbackPayload struct {
    RecommendationID string    `json:"recommendationId"`
    AgentID          string    `json:"agentId"`
    Action           string    `json:"action"`
    Timestamp        time.Time `json:"timestamp"`
}

func SendFeedbackWebhook(ctx context.Context, webhookURL string, feedback FeedbackPayload) error {
    payload, err := json.Marshal(feedback)
    if err != nil {
        return fmt.Errorf("marshal feedback failed: %w", err)
    }

    req, err := http.NewRequestWithContext(ctx, http.MethodPost, webhookURL, bytes.NewReader(payload))
    if err != nil {
        return fmt.Errorf("create webhook request failed: %w", err)
    }
    req.Header.Set("Content-Type", "application/json")

    client := &http.Client{Timeout: 5 * time.Second}
    resp, err := client.Do(req)
    if err != nil {
        return fmt.Errorf("webhook delivery failed: %w", err)
    }
    defer resp.Body.Close()

    if resp.StatusCode < 200 || resp.StatusCode >= 300 {
        return fmt.Errorf("webhook returned %d", resp.StatusCode)
    }
    return nil
}

func RecordAuditLog(conversationID string, agentID string, recommendations []Recommendation, duration time.Duration) {
    logEntry := map[string]interface{}{
        "timestamp":           time.Now().UTC().Format(time.RFC3339),
        "conversationId":      conversationID,
        "agentId":             agentID,
        "recommendationCount": len(recommendations),
        "latencyMs":           duration.Milliseconds(),
        "recommendations":     recommendations,
    }
    logrus.WithFields(logrus.Fields("audit": logEntry)).Info("Agent Assist recommendation delivered")
}

Step 5: Expose the Agent Assist simulator for workflow testing

Production testing requires a local endpoint that mimics Genesys Cloud behavior. The simulator accepts query payloads, applies deterministic scoring, and returns structured responses with configurable latency.

package main

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

func SimulatorHandler(w http.ResponseWriter, r *http.Request) {
    if r.Method != http.MethodPost {
        http.Error(w, "Method not allowed", http.StatusMethodNotAllowed)
        return
    }

    var query RecommendationQuery
    if err := json.NewDecoder(r.Body).Decode(&query); err != nil {
        http.Error(w, "Invalid JSON", http.StatusBadRequest)
        return
    }

    // Simulate processing latency
    time.Sleep(150 * time.Millisecond)

    mockRecs := []Recommendation{
        {
            ID:             "rec-sim-001",
            Title:          "Billing Dispute Resolution",
            Content:        "Guide the agent through the refund policy workflow.",
            RelevanceScore: 0.92,
            PublishedDate:  time.Now().Add(-2 * time.Hour),
            SourceID:       "kb-billing",
        },
        {
            ID:             "rec-sim-002",
            Title:          "Account Security Verification",
            Content:        "Verify identity using two-factor authentication steps.",
            RelevanceScore: 0.85,
            PublishedDate:  time.Now().Add(-6 * time.Hour),
            SourceID:       "kb-security",
        },
    }

    resp := RecommendationResponse{
        Items: mockRecs,
    }

    w.Header().Set("Content-Type", "application/json")
    w.WriteHeader(http.StatusOK)
    json.NewEncoder(w).Encode(resp)
}

Complete Working Example

The following module integrates authentication, caching, validation, metrics, logging, and the simulator into a single executable service. Run the application with environment variables for credentials.

package main

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

    "github.com/prometheus/client_golang/prometheus/promhttp"
)

func main() {
    baseURL := os.Getenv("GENESYS_BASE_URL")
    if baseURL == "" {
        baseURL = "https://api.mypurecloud.com"
    }
    clientID := os.Getenv("GENESYS_CLIENT_ID")
    clientSecret := os.Getenv("GENESYS_CLIENT_SECRET")

    auth := NewAuthManager(baseURL, clientID, clientSecret)

    config := ValidationConfig{
        MinRelevanceScore: 0.80,
        MaxContentAge:     7 * 24 * time.Hour,
    }

    service := NewRecommendationService(auth, baseURL, config)

    // Metrics endpoint
    http.Handle("/metrics", promhttp.Handler())

    // Simulator endpoint for local testing
    http.HandleFunc("/simulate/recommendations", SimulatorHandler)

    // Example query endpoint
    http.HandleFunc("/query", func(w http.ResponseWriter, r *http.Request) {
        if r.Method != http.MethodPost {
            http.Error(w, "Method not allowed", http.StatusMethodNotAllowed)
            return
        }

        var query RecommendationQuery
        if err := json.NewDecoder(r.Body).Decode(&query); err != nil {
            http.Error(w, "Invalid payload", http.StatusBadRequest)
            return
        }

        start := time.Now()
        ch, err := service.GetRecommendationsAsync(context.Background(), query)
        if err != nil {
            http.Error(w, err.Error(), http.StatusInternalServerError)
            return
        }

        recs := <-ch
        duration := time.Since(start)

        if recs == nil {
            http.Error(w, "No recommendations available", http.StatusNotFound)
            return
        }

        RecordAuditLog(query.InteractionContext.ConversationID, query.AgentProfile.AgentID, recs, duration)
        RecommendationLatency.WithLabelValues("success").Observe(duration.Seconds())

        w.Header().Set("Content-Type", "application/json")
        json.NewEncoder(w).Encode(recs)
    })

    fmt.Println("Server listening on :8080")
    log.Fatal(http.ListenAndServe(":8080", nil))
}

Common Errors & Debugging

Error: 401 Unauthorized

• Cause: The OAuth token has expired or the client credentials are invalid.
• Fix: Verify the GENESYS_CLIENT_ID and GENESYS_CLIENT_SECRET environment variables. Ensure the token manager refreshes before the 30-second buffer expires. Check the Genesys Cloud admin console for client status.
• Code adjustment: The AuthManager already implements double-checked locking and automatic refresh. If 401 persists, inspect the /oauth/token response for invalid_client or invalid_grant messages.

Error: 429 Too Many Requests

• Cause: The application exceeded Genesys Cloud rate limits for the agentassist:view scope.
• Fix: The QueryRecommendations function implements exponential backoff. If cascading 429s occur, implement request queuing or increase the initial delay. Monitor the Retry-After header if returned.
• Code adjustment: Add resp.Header.Get("Retry-After") parsing to the retry loop for precise backoff timing.

Error: Validation threshold mismatch

• Cause: Recommendations fail filtering due to strict relevance or freshness rules.
• Fix: Adjust MinRelevanceScore and MaxContentAge in ValidationConfig. Log rejected items to tune thresholds against actual Genesys Cloud knowledge base publication schedules.
• Code adjustment: Extend FilterRecommendations to return both accepted and rejected slices for debugging.

Official References

• Genesys Cloud Agent Assist API Documentation
• OAuth 2.0 Client Credentials Flow
• Go net/http Standard Library
• Prometheus Client Golang
• TTLCache v3