Streaming Genesys Cloud Interaction Transcripts in Real-Time Using asyncio and WebSocket Reconnection Logic

What You Will Build

• A production-grade Python script that connects to the Genesys Cloud Interaction API WebSocket endpoint to receive live transcript events for active conversations.
• Uses the official Genesys Cloud OAuth token endpoint and the wss://api.mypurecloud.com/api/v2/interactions/conversations/transcripts streaming endpoint.
• Covers Python 3.10+ with asyncio, httpx, and websockets, including automatic token refresh, exponential backoff reconnection, and structured event parsing.

Prerequisites

• Genesys Cloud OAuth Client Credentials (Client ID and Client Secret) configured in the Genesys Cloud Admin portal
• Required OAuth scope: conversation:transcript:read
• Python 3.10+ runtime environment
• External dependencies: httpx>=0.25.0, websockets>=12.0
• Environment variables: GENESYS_CLIENT_ID, GENESYS_CLIENT_SECRET, GENESYS_ENV (typically api for US, api.eu for Europe)

Authentication Setup

The Genesys Cloud Interaction API requires a valid Bearer token for WebSocket authentication. The transcript streaming endpoint accepts the token as a query parameter named access_token. The token must be obtained via the OAuth 2.0 Client Credentials flow.

The following HTTP cycle demonstrates the exact request and response structure. You must replace the placeholder values with your credentials.

HTTP Request Cycle

POST /oauth/token HTTP/1.1
Host: login.mypurecloud.com
Content-Type: application/x-www-form-urlencoded
Accept: application/json

grant_type=client_credentials&client_id=YOUR_CLIENT_ID&client_secret=YOUR_CLIENT_SECRET&scope=conversation:transcript:read

Expected HTTP Response

{
  "access_token": "eyJhbGciOiJSUzI1NiIsInR5cCI6IkpXVCJ9...",
  "token_type": "Bearer",
  "expires_in": 3600,
  "scope": "conversation:transcript:read"
}

The token expires in 3600 seconds. Your client must track the expiration timestamp and refresh the token before it expires. If the server detects an expired token during the WebSocket handshake, the connection fails with a 401 Unauthorized response. The implementation below includes a token manager that caches the token and refreshes it when the remaining lifetime drops below 300 seconds.

import httpx
import time
import logging
from typing import Optional

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

class GenesysTokenManager:
    def __init__(self, client_id: str, client_secret: str, env: str = "api"):
        self.client_id = client_id
        self.client_secret = client_secret
        self.env = env
        self.base_url = f"https://login.{env}.mypurecloud.com" if env != "api" else "https://login.mypurecloud.com"
        self.access_token: Optional[str] = None
        self.expires_at: float = 0.0
        self.http = httpx.AsyncClient(timeout=httpx.Timeout(10.0))

    async def get_token(self) -> str:
        # Return cached token if it remains valid for at least 300 seconds
        if self.access_token and time.time() < self.expires_at - 300:
            return self.access_token

        logger.info("Refreshing OAuth token...")
        response = await self.http.post(
            f"{self.base_url}/oauth/token",
            data={
                "grant_type": "client_credentials",
                "client_id": self.client_id,
                "client_secret": self.client_secret,
                "scope": "conversation:transcript:read"
            }
        )
        
        if response.status_code == 429:
            retry_after = int(response.headers.get("Retry-After", 5))
            logger.warning(f"OAuth rate limited (429). Waiting {retry_after}s...")
            await self._httpx_delay(retry_after)
            return await self.get_token()
            
        response.raise_for_status()
        token_data = response.json()
        
        self.access_token = token_data["access_token"]
        self.expires_at = time.time() + token_data["expires_in"]
        logger.info("Token refreshed successfully. Expires at %s", time.ctime(self.expires_at))
        return self.access_token

    @staticmethod
    async def _httpx_delay(seconds: float) -> None:
        await asyncio.sleep(seconds)

Implementation

Step 1: WebSocket Connection and Reconnection Logic

The Genesys Cloud transcript streaming endpoint uses the WebSocket protocol. You must construct the URL with the environment prefix, the API path, and the query parameters. The endpoint supports filtering by mediaTypes (voice, chat, video) and conversationIds. The client must handle unexpected disconnections gracefully. Network fluctuations, server maintenance, or token expiration will trigger a connection close event. The implementation uses exponential backoff to avoid overwhelming the Genesys platform during recovery.

import asyncio
import json
import logging
import websockets
from typing import List, Optional

logger = logging.getLogger("genesys_ws")

class TranscriptStreamClient:
    def __init__(
        self, 
        token_manager: GenesysTokenManager, 
        media_types: List[str] = None,
        conversation_ids: List[str] = None
    ):
        self.token_manager = token_manager
        self.media_types = media_types or ["voice", "chat"]
        self.conversation_ids = conversation_ids
        self.base_ws_url = f"wss://api.{token_manager.env}.mypurecloud.com/api/v2/interactions/conversations/transcripts"

    async def connect_and_stream(self) -> None:
        backoff = 1
        max_backoff = 60
        
        while True:
            try:
                token = await self.token_manager.get_token()
                ws_url = f"{self.base_ws_url}?access_token={token}"
                
                # Append optional filters
                if self.media_types:
                    ws_url += f"&mediaTypes={','.join(self.media_types)}"
                if self.conversation_ids:
                    ws_url += f"&conversationIds={','.join(self.conversation_ids)}"

                logger.info("Establishing WebSocket connection to Genesys Cloud...")
                
                # ping_interval and ping_timeout maintain connection liveness through proxies
                async with websockets.connect(
                    ws_url, 
                    ping_interval=20, 
                    ping_timeout=20,
                    max_size=1024 * 1024  # 1MB max message size
                ) as websocket:
                    backoff = 1  # Reset backoff on successful connection
                    logger.info("WebSocket connection established. Streaming transcripts...")
                    
                    async for message in websocket:
                        await self.process_message(message)
                        
            except websockets.exceptions.ConnectionClosed as e:
                logger.warning("Connection closed by server: code=%s, reason=%s", e.code, e.reason)
                await asyncio.sleep(backoff)
                backoff = min(backoff * 2, max_backoff)
                
            except httpx.HTTPStatusError as e:
                if e.response.status_code == 401:
                    logger.warning("Token expired or invalid. Clearing cache and retrying.")
                    self.token_manager.access_token = None
                elif e.response.status_code == 403:
                    logger.error("Forbidden (403). Verify OAuth scope 'conversation:transcript:read' is assigned.")
                    await asyncio.sleep(backoff)
                    backoff = min(backoff * 2, max_backoff)
                    continue
                else:
                    logger.error("HTTP error during token fetch: %s", e.response.status_code)
                await asyncio.sleep(backoff)
                backoff = min(backoff * 2, max_backoff)
                
            except asyncio.CancelledError:
                logger.info("Stream cancelled by caller.")
                break
                
            except Exception as e:
                logger.error("Unexpected error during streaming: %s", e)
                await asyncio.sleep(backoff)
                backoff = min(backoff * 2, max_backoff)

Step 2: Processing Transcript Events

The WebSocket delivers JSON payloads containing transcript updates. Each payload includes the conversationId, mediaType, a transcript array, and metadata. The transcript array contains individual utterance objects with timestamp, speaker, text, and type fields. You must parse the JSON safely and handle missing fields, as Genesys may send partial updates during active conversations.

    async def process_message(self, raw_message: str) -> None:
        try:
            event = json.loads(raw_message)
            conversation_id = event.get("conversationId", "unknown")
            media_type = event.get("mediaType", "unknown")
            timestamp = event.get("timestamp", "unknown")
            
            logger.info("Received transcript update [%s] for conversation %s at %s", media_type, conversation_id, timestamp)
            
            transcript_lines = event.get("transcript", [])
            if not transcript_lines:
                return
                
            for line in transcript_lines:
                speaker = line.get("speaker", "Unknown")
                text = line.get("text", "")
                line_type = line.get("type", "text")
                line_timestamp = line.get("timestamp", "")
                
                # Filter out system-generated or empty messages
                if not text.strip() or line_type == "system":
                    continue
                    
                logger.info("[%s] %s: %s", line_timestamp, speaker, text)
                
                # Insert your downstream processing logic here
                # await self.send_to_warehouse(conversation_id, speaker, text, line_timestamp)
                
        except json.JSONDecodeError as e:
            logger.error("Failed to parse WebSocket JSON payload: %s", e)
        except Exception as e:
            logger.error("Error processing transcript event: %s", e)

Step 3: Graceful Shutdown and Resource Cleanup

Long-running WebSocket clients require explicit cancellation handling. The asyncio event loop must be stopped cleanly to prevent resource leaks. The implementation below demonstrates how to wrap the streaming client in a main function that handles keyboard interrupts and ensures the HTTP client session closes properly.

async def main() -> None:
    import os
    
    client_id = os.getenv("GENESYS_CLIENT_ID")
    client_secret = os.getenv("GENESYS_CLIENT_SECRET")
    env = os.getenv("GENESYS_ENV", "api")
    
    if not client_id or not client_secret:
        raise ValueError("GENESYS_CLIENT_ID and GENESYS_CLIENT_SECRET environment variables are required.")
        
    token_manager = GenesysTokenManager(client_id, client_secret, env)
    stream_client = TranscriptStreamClient(token_manager, media_types=["voice", "chat"])
    
    try:
        await stream_client.connect_and_stream()
    except KeyboardInterrupt:
        logger.info("Received shutdown signal. Terminating stream...")
    finally:
        await token_manager.http.aclose()
        logger.info("Resources cleaned up. Exit complete.")

Complete Working Example

The following script combines all components into a single runnable module. Copy the code into a file named stream_transcripts.py, install the dependencies, set the environment variables, and execute the script.

import asyncio
import json
import os
import time
import logging
from typing import List, Optional

import httpx
import websockets

logging.basicConfig(
    level=logging.INFO,
    format="%(asctime)s [%(levelname)s] %(message)s",
    handlers=[logging.StreamHandler()]
)
logger = logging.getLogger("genesys_transcript_stream")

class GenesysTokenManager:
    def __init__(self, client_id: str, client_secret: str, env: str = "api"):
        self.client_id = client_id
        self.client_secret = client_secret
        self.env = env
        self.base_url = f"https://login.{env}.mypurecloud.com" if env != "api" else "https://login.mypurecloud.com"
        self.access_token: Optional[str] = None
        self.expires_at: float = 0.0
        self.http = httpx.AsyncClient(timeout=httpx.Timeout(10.0))

    async def get_token(self) -> str:
        if self.access_token and time.time() < self.expires_at - 300:
            return self.access_token

        logger.info("Refreshing OAuth token...")
        response = await self.http.post(
            f"{self.base_url}/oauth/token",
            data={
                "grant_type": "client_credentials",
                "client_id": self.client_id,
                "client_secret": self.client_secret,
                "scope": "conversation:transcript:read"
            }
        )
        
        if response.status_code == 429:
            retry_after = int(response.headers.get("Retry-After", 5))
            logger.warning("OAuth rate limited (429). Waiting %ds...", retry_after)
            await asyncio.sleep(retry_after)
            return await self.get_token()
            
        response.raise_for_status()
        token_data = response.json()
        
        self.access_token = token_data["access_token"]
        self.expires_at = time.time() + token_data["expires_in"]
        logger.info("Token refreshed successfully.")
        return self.access_token

class TranscriptStreamClient:
    def __init__(
        self, 
        token_manager: GenesysTokenManager, 
        media_types: List[str] = None,
        conversation_ids: List[str] = None
    ):
        self.token_manager = token_manager
        self.media_types = media_types or ["voice", "chat"]
        self.conversation_ids = conversation_ids
        self.base_ws_url = f"wss://api.{token_manager.env}.mypurecloud.com/api/v2/interactions/conversations/transcripts"

    async def connect_and_stream(self) -> None:
        backoff = 1
        max_backoff = 60
        
        while True:
            try:
                token = await self.token_manager.get_token()
                ws_url = f"{self.base_ws_url}?access_token={token}"
                
                if self.media_types:
                    ws_url += f"&mediaTypes={','.join(self.media_types)}"
                if self.conversation_ids:
                    ws_url += f"&conversationIds={','.join(self.conversation_ids)}"

                logger.info("Establishing WebSocket connection...")
                
                async with websockets.connect(
                    ws_url, 
                    ping_interval=20, 
                    ping_timeout=20,
                    max_size=1024 * 1024
                ) as websocket:
                    backoff = 1
                    logger.info("WebSocket connection established. Streaming transcripts...")
                    
                    async for message in websocket:
                        await self.process_message(message)
                        
            except websockets.exceptions.ConnectionClosed as e:
                logger.warning("Connection closed: code=%s, reason=%s", e.code, e.reason)
                await asyncio.sleep(backoff)
                backoff = min(backoff * 2, max_backoff)
                
            except httpx.HTTPStatusError as e:
                if e.response.status_code == 401:
                    logger.warning("Token expired. Clearing cache.")
                    self.token_manager.access_token = None
                elif e.response.status_code == 403:
                    logger.error("Forbidden (403). Verify OAuth scope assignment.")
                    await asyncio.sleep(backoff)
                    backoff = min(backoff * 2, max_backoff)
                    continue
                else:
                    logger.error("HTTP error: %s", e.response.status_code)
                await asyncio.sleep(backoff)
                backoff = min(backoff * 2, max_backoff)
                
            except asyncio.CancelledError:
                logger.info("Stream cancelled.")
                break
                
            except Exception as e:
                logger.error("Unexpected error: %s", e)
                await asyncio.sleep(backoff)
                backoff = min(backoff * 2, max_backoff)

    async def process_message(self, raw_message: str) -> None:
        try:
            event = json.loads(raw_message)
            conversation_id = event.get("conversationId", "unknown")
            media_type = event.get("mediaType", "unknown")
            timestamp = event.get("timestamp", "unknown")
            
            logger.info("Update [%s] for conversation %s", media_type, conversation_id)
            
            transcript_lines = event.get("transcript", [])
            for line in transcript_lines:
                speaker = line.get("speaker", "Unknown")
                text = line.get("text", "")
                line_type = line.get("type", "text")
                line_timestamp = line.get("timestamp", "")
                
                if not text.strip() or line_type == "system":
                    continue
                    
                logger.info("[%s] %s: %s", line_timestamp, speaker, text)
                
        except json.JSONDecodeError as e:
            logger.error("JSON parse error: %s", e)
        except Exception as e:
            logger.error("Processing error: %s", e)

async def main() -> None:
    client_id = os.getenv("GENESYS_CLIENT_ID")
    client_secret = os.getenv("GENESYS_CLIENT_SECRET")
    env = os.getenv("GENESYS_ENV", "api")
    
    if not client_id or not client_secret:
        raise ValueError("GENESYS_CLIENT_ID and GENESYS_CLIENT_SECRET environment variables are required.")
        
    token_manager = GenesysTokenManager(client_id, client_secret, env)
    stream_client = TranscriptStreamClient(token_manager, media_types=["voice", "chat"])
    
    try:
        await stream_client.connect_and_stream()
    except KeyboardInterrupt:
        logger.info("Shutdown signal received.")
    finally:
        await token_manager.http.aclose()
        logger.info("Cleanup complete.")

if __name__ == "__main__":
    asyncio.run(main())

Common Errors & Debugging

Error: 401 Unauthorized

• What causes it: The OAuth token expired, was revoked, or the access_token query parameter is malformed. The Genesys platform rejects the WebSocket handshake immediately.
• How to fix it: Ensure your token manager invalidates the cached token upon receiving a 401. The provided implementation clears self.access_token = None and triggers a fresh token request on the next loop iteration. Verify that the conversation:transcript:read scope is granted to the OAuth client.
• Code showing the fix: The except httpx.HTTPStatusError block in connect_and_stream checks for 401 and forces a cache reset before retrying.

Error: 403 Forbidden

• What causes it: The OAuth client lacks the required scope, or the client credentials belong to an environment that does not have transcript streaming enabled. It can also occur if the client attempts to access conversation IDs that are restricted by data visibility policies.
• How to fix it: Navigate to the Genesys Cloud Admin portal, open the OAuth client configuration, and confirm conversation:transcript:read is selected. If using a sandbox environment, verify that the feature is enabled in that specific tenant.
• Code showing the fix: Log the 403 explicitly and halt retries to prevent infinite loops. The implementation includes a specific check that logs the scope requirement and continues the loop with backoff.

Error: Connection Closed (Code 1006 or 1011)

• What causes it: Network instability, proxy timeout, or Genesys platform maintenance. Code 1006 indicates an abnormal closure without a proper close frame. Code 1011 indicates an unexpected condition prevented the request from being fulfilled.
• How to fix it: Implement exponential backoff to avoid rapid reconnection storms. The WebSocket library handles ping/pong automatically, but corporate proxies may drop idle connections. Setting ping_interval=20 ensures the connection stays alive.
• Code showing the fix: The except websockets.exceptions.ConnectionClosed block captures the close code, applies exponential backoff, and attempts reconnection with a fresh token.

Error: 429 Too Many Requests

• What causes it: Rapid token refresh attempts during initial startup or after a mass disconnection event. The OAuth endpoint enforces strict rate limits per client ID.
• How to fix it: Respect the Retry-After header returned by the OAuth server. Cache tokens aggressively and only refresh when necessary.
• Code showing the fix: The get_token method checks response.status_code == 429, extracts Retry-After, sleeps for the specified duration, and recursively retries the request.

Official References

• Genesys Cloud Interaction API WebSocket Transcript Streaming
• Genesys Cloud OAuth 2.0 Authentication
• Python websockets Library Documentation
• Python httpx Async Client Documentation