Terminating Genesys Cloud Agent Assist Co-Browsing Sessions via WebSocket API with Node.js

What You Will Build

• A Node.js module that constructs and transmits authenticated termination payloads to the Genesys Cloud Agent Assist WebSocket gateway to securely end co-browsing sessions.
• This implementation uses the Genesys Cloud Agent Assist WebSocket API (/api/v2/agentassist/websocket) and standard WebSocket protocols.
• The tutorial covers JavaScript (Node.js 18+) with ws and axios for HTTP token management and webhook synchronization.

Prerequisites

• OAuth 2.0 Client Credentials flow client registered in Genesys Cloud Admin Console
• Required scopes: agentassist:websockets:write, co-browse:manage, analytics:export
• Genesys Cloud API v2 (WebSocket endpoint: wss://{environment}.mypurecloud.com/api/v2/agentassist/websocket)
• Node.js 18+ runtime with native fetch support or axios
• External dependencies: ws@8.16.0, axios@1.6.0, uuid@9.0.0

Authentication Setup

Genesys Cloud WebSocket endpoints require an initial authentication handshake. You must obtain a bearer token via the Client Credentials flow, then transmit it inside the first WebSocket message. The token expires after 3600 seconds. The following code demonstrates token acquisition and caching logic.

import axios from 'axios';
import { randomUUID } from 'crypto';

const GENESYS_AUTH_URL = 'https://api.mypurecloud.com/oauth/token';

class TokenManager {
  constructor(clientId, clientSecret, environment) {
    this.clientId = clientId;
    this.clientSecret = clientSecret;
    this.environment = environment;
    this.token = null;
    this.expiresAt = 0;
  }

  async getAccessToken() {
    if (this.token && Date.now() < this.expiresAt) {
      return this.token;
    }

    const authString = Buffer.from(`${this.clientId}:${this.clientSecret}`).toString('base64');
    
    try {
      const response = await axios.post(GENESYS_AUTH_URL, new URLSearchParams({
        grant_type: 'client_credentials',
        scope: 'agentassist:websockets:write co-browse:manage analytics:export'
      }), {
        headers: {
          'Authorization': `Basic ${authString}`,
          'Content-Type': 'application/x-www-form-urlencoded'
        }
      });

      this.token = response.data.access_token;
      this.expiresAt = Date.now() + (response.data.expires_in * 1000) - 30000; // 30s buffer
      return this.token;
    } catch (error) {
      if (error.response?.status === 401) {
        throw new Error('OAuth authentication failed: Invalid client credentials');
      }
      if (error.response?.status === 429) {
        throw new Error('OAuth rate limit exceeded. Implement exponential backoff.');
      }
      throw error;
    }
  }
}

Implementation

Step 1: WebSocket Connection and Authentication Handshake

The Genesys Cloud WebSocket gateway expects a connect message immediately after the TCP handshake. You must pass the access token and request the agentassist channel. The connection must handle backpressure and validate the server response before proceeding.

import WebSocket from 'ws';

class CoBrowseTerminator {
  constructor(tokenManager, environment, maxConcurrentStreams = 10) {
    this.tokenManager = tokenManager;
    this.environment = environment;
    this.maxConcurrentStreams = maxConcurrentStreams;
    this.wsUrl = `wss://${environment}.mypurecloud.com/api/v2/agentassist/websocket`;
    this.ws = null;
    this.metrics = {
      totalTerminations: 0,
      successfulCleanups: 0,
      totalLatencyMs: 0
    };
  }

  async connect() {
    return new Promise((resolve, reject) => {
      this.ws = new WebSocket(this.wsUrl);
      const connectTimeout = setTimeout(() => {
        this.ws?.close(1001, 'Connection timeout');
        reject(new Error('WebSocket connection timed out'));
      }, 10000);

      this.ws.on('open', async () => {
        clearTimeout(connectTimeout);
        try {
          const token = await this.tokenManager.getAccessToken();
          const connectPayload = {
            type: 'connect',
            accessToken: token,
            channels: ['agentassist', 'co-browse'],
            correlationId: randomUUID()
          };
          this.ws.send(JSON.stringify(connectPayload));
        } catch (error) {
          reject(error);
        }
      });

      this.ws.on('message', (data) => {
        const message = JSON.parse(data.toString());
        if (message.type === 'connected') {
          resolve(message);
        } else if (message.type === 'error') {
          reject(new Error(`WebSocket auth failed: ${message.message}`));
        }
      });

      this.ws.on('error', (error) => reject(error));
    });
  }
}

Step 2: Termination Payload Construction and Schema Validation

You must construct a termination payload that satisfies the co-browse gateway constraints. The payload requires a valid session identifier, a cleanup flag matrix, and resource release directives. The schema validation prevents transmission of malformed messages that trigger gateway rejections.

  validateTerminationPayload(payload) {
    const schema = {
      sessionId: /^[a-f0-9-]{36}$/i,
      cleanup: {
        releaseResources: 'boolean',
        lockScreen: 'boolean',
        clearSessionCache: 'boolean',
        revokeParticipantTokens: 'boolean'
      },
      metadata: {
        reason: 'string',
        initiatorId: 'string'
      }
    };

    if (!payload.sessionId || !schema.sessionId.test(payload.sessionId)) {
      throw new Error('Invalid sessionId format. Must be UUID v4.');
    }

    const cleanupFlags = Object.keys(schema.cleanup);
    const providedFlags = Object.keys(payload.cleanup || {});
    const missingFlags = cleanupFlags.filter(flag => !providedFlags.includes(flag));
    if (missingFlags.length > 0) {
      throw new Error(`Missing cleanup flags: ${missingFlags.join(', ')}`);
    }

    if (this.metrics.activeStreams >= this.maxConcurrentStreams) {
      throw new Error(`Maximum concurrent stream limit (${this.maxConcurrentStreams}) reached. Defer termination.`);
    }

    return true;
  }

  buildTerminationPayload(sessionId, initiatorId, reason = 'agent_initiated') {
    return {
      type: 'co-browse.stop',
      sessionId,
      cleanup: {
        releaseResources: true,
        lockScreen: true,
        clearSessionCache: true,
        revokeParticipantTokens: true
      },
      metadata: {
        reason,
        initiatorId,
        timestamp: new Date().toISOString(),
        correlationId: randomUUID()
      }
    };
  }

Step 3: Atomic SEND Operation and Connection Closure

The termination request must be transmitted as an atomic operation. You verify the JSON format before transmission, track the exact send timestamp, and await the gateway acknowledgment. The response triggers automatic screen lock sequences if the cleanup matrix dictates it.

  async terminateSession(payload) {
    this.validateTerminationPayload(payload);
    this.metrics.activeStreams++;
    const sendTimestamp = Date.now();

    return new Promise((resolve, reject) => {
      const formatVerified = JSON.stringify(payload);
      
      if (!this.ws || this.ws.readyState !== WebSocket.OPEN) {
        this.metrics.activeStreams--;
        return reject(new Error('WebSocket connection is not active'));
      }

      this.ws.send(formatVerified, (error) => {
        if (error) {
          this.metrics.activeStreams--;
          return reject(new Error('Atomic SEND failed: ' + error.message));
        }
      });

      const responseHandler = (data) => {
        const response = JSON.parse(data.toString());
        this.ws.removeListener('message', responseHandler);

        const latency = Date.now() - sendTimestamp;
        this.metrics.totalLatencyMs += latency;
        this.metrics.totalTerminations++;
        this.metrics.activeStreams--;

        if (response.type === 'co-browse.stopped' && response.status === 'success') {
          this.metrics.successfulCleanups++;
          if (payload.cleanup.lockScreen) {
            this.triggerScreenLock(payload.sessionId);
          }
          resolve({ success: true, latency, response });
        } else {
          reject(new Error(`Termination failed: ${response.message || 'Unknown gateway error'}`));
        }
      };

      this.ws.on('message', responseHandler);
    });
  }

  triggerScreenLock(sessionId) {
    const lockDirective = {
      type: 'co-browse.screen-lock',
      sessionId,
      directive: 'force_lock',
      timestamp: new Date().toISOString()
    };
    this.ws.send(JSON.stringify(lockDirective));
  }

Step 4: Active Participant Checking and Data Leakage Prevention

Before transmitting the termination payload, you must verify that no unauthorized participants remain attached to the session. The data leakage prevention pipeline checks participant roles and ensures sensitive DOM elements are masked before resource release.

  async validateParticipantsAndPreventLeakage(sessionId) {
    const validationEndpoint = `https://${this.environment}.mypurecloud.com/api/v2/agentassist/sessions/${sessionId}/participants`;
    const token = await this.tokenManager.getAccessToken();

    try {
      const response = await axios.get(validationEndpoint, {
        headers: {
          'Authorization': `Bearer ${token}`,
          'Accept': 'application/json'
        }
      });

      const participants = response.data.entities || [];
      const unauthorizedParticipants = participants.filter(p => 
        p.role !== 'agent' && p.role !== 'customer' && p.status === 'active'
      );

      if (unauthorizedParticipants.length > 0) {
        throw new Error(`Data leakage risk: ${unauthorizedParticipants.length} unauthorized participants detected.`);
      }

      const sensitiveElementsMasked = participants.every(p => p.domMaskingStatus === 'active');
      if (!sensitiveElementsMasked) {
        throw new Error('Data leakage prevention failed: Sensitive DOM elements are not masked.');
      }

      return true;
    } catch (error) {
      if (error.response?.status === 404) {
        throw new Error('Session not found or already terminated.');
      }
      throw error;
    }
  }

Step 5: Audit Logging, Latency Tracking, and Webhook Synchronization

Every termination event must be recorded for security governance. You calculate cleanup success rates, generate structured audit logs, and synchronize the event with an external audit trail via webhook callbacks.

  async syncAuditTrail(terminationResult, payload) {
    const auditLog = {
      event: 'co-browse.session.terminated',
      sessionId: payload.sessionId,
      timestamp: new Date().toISOString(),
      latencyMs: terminationResult.latency,
      cleanupSuccess: terminationResult.success,
      metricsSnapshot: {
        totalTerminations: this.metrics.totalTerminations,
        successfulCleanups: this.metrics.successfulCleanups,
        cleanupSuccessRate: this.metrics.totalTerminations > 0 
          ? (this.metrics.successfulCleanups / this.metrics.totalTerminations).toFixed(4) 
          : '0.0000'
      },
      gatewayResponse: terminationResult.response
    };

    console.log(JSON.stringify(auditLog, null, 2));

    try {
      await axios.post(process.env.AUDIT_WEBHOOK_URL, auditLog, {
        headers: {
          'Content-Type': 'application/json',
          'X-Genesys-Environment': this.environment
        },
        timeout: 5000
      });
    } catch (error) {
      console.error('Webhook sync failed:', error.message);
    }

    return auditLog;
  }

Complete Working Example

The following script assembles all components into a production-ready module. Replace the environment variables with your Genesys Cloud credentials and webhook URL.

import WebSocket from 'ws';
import axios from 'axios';
import { randomUUID } from 'crypto';

const GENESYS_AUTH_URL = 'https://api.mypurecloud.com/oauth/token';

class TokenManager {
  constructor(clientId, clientSecret) {
    this.clientId = clientId;
    this.clientSecret = clientSecret;
    this.token = null;
    this.expiresAt = 0;
  }

  async getAccessToken() {
    if (this.token && Date.now() < this.expiresAt) return this.token;
    const authString = Buffer.from(`${this.clientId}:${this.clientSecret}`).toString('base64');
    const response = await axios.post(GENESYS_AUTH_URL, new URLSearchParams({
      grant_type: 'client_credentials',
      scope: 'agentassist:websockets:write co-browse:manage analytics:export'
    }), {
      headers: {
        'Authorization': `Basic ${authString}`,
        'Content-Type': 'application/x-www-form-urlencoded'
      }
    });
    this.token = response.data.access_token;
    this.expiresAt = Date.now() + (response.data.expires_in * 1000) - 30000;
    return this.token;
  }
}

class CoBrowseTerminator {
  constructor(clientId, clientSecret, environment, maxConcurrentStreams = 10) {
    this.tokenManager = new TokenManager(clientId, clientSecret);
    this.environment = environment;
    this.maxConcurrentStreams = maxConcurrentStreams;
    this.wsUrl = `wss://${environment}.mypurecloud.com/api/v2/agentassist/websocket`;
    this.ws = null;
    this.metrics = {
      totalTerminations: 0,
      successfulCleanups: 0,
      activeStreams: 0,
      totalLatencyMs: 0
    };
  }

  async connect() {
    return new Promise((resolve, reject) => {
      this.ws = new WebSocket(this.wsUrl);
      const timeout = setTimeout(() => {
        this.ws?.close(1001, 'Timeout');
        reject(new Error('WebSocket connection timed out'));
      }, 10000);

      this.ws.on('open', async () => {
        clearTimeout(timeout);
        try {
          const token = await this.tokenManager.getAccessToken();
          this.ws.send(JSON.stringify({
            type: 'connect',
            accessToken: token,
            channels: ['agentassist', 'co-browse'],
            correlationId: randomUUID()
          }));
        } catch (error) { reject(error); }
      });

      this.ws.on('message', (data) => {
        const msg = JSON.parse(data.toString());
        if (msg.type === 'connected') resolve(msg);
        else if (msg.type === 'error') reject(new Error(msg.message));
      });

      this.ws.on('error', reject);
    });
  }

  async validateParticipantsAndPreventLeakage(sessionId) {
    const token = await this.tokenManager.getAccessToken();
    const response = await axios.get(
      `https://${this.environment}.mypurecloud.com/api/v2/agentassist/sessions/${sessionId}/participants`,
      { headers: { 'Authorization': `Bearer ${token}`, 'Accept': 'application/json' } }
    );
    const participants = response.data.entities || [];
    if (participants.some(p => p.role !== 'agent' && p.role !== 'customer' && p.status === 'active')) {
      throw new Error('Data leakage risk: unauthorized participants detected.');
    }
    if (!participants.every(p => p.domMaskingStatus === 'active')) {
      throw new Error('Data leakage prevention failed: sensitive DOM elements not masked.');
    }
    return true;
  }

  validateTerminationPayload(payload) {
    if (!/^[a-f0-9-]{36}$/i.test(payload.sessionId)) throw new Error('Invalid sessionId format.');
    const requiredFlags = ['releaseResources', 'lockScreen', 'clearSessionCache', 'revokeParticipantTokens'];
    if (requiredFlags.some(f => typeof payload.cleanup[f] !== 'boolean')) {
      throw new Error('Cleanup flag matrix incomplete or malformed.');
    }
    if (this.metrics.activeStreams >= this.maxConcurrentStreams) {
      throw new Error(`Maximum concurrent stream limit (${this.maxConcurrentStreams}) reached.`);
    }
    return true;
  }

  async terminateSession(sessionId, initiatorId, reason = 'agent_initiated') {
    await this.validateParticipantsAndPreventLeakage(sessionId);
    const payload = {
      type: 'co-browse.stop',
      sessionId,
      cleanup: {
        releaseResources: true,
        lockScreen: true,
        clearSessionCache: true,
        revokeParticipantTokens: true
      },
      metadata: { reason, initiatorId, timestamp: new Date().toISOString(), correlationId: randomUUID() }
    };

    this.validateTerminationPayload(payload);
    this.metrics.activeStreams++;
    const sendTimestamp = Date.now();

    return new Promise((resolve, reject) => {
      if (!this.ws || this.ws.readyState !== WebSocket.OPEN) {
        this.metrics.activeStreams--;
        return reject(new Error('WebSocket connection is not active'));
      }

      this.ws.send(JSON.stringify(payload), (error) => {
        if (error) {
          this.metrics.activeStreams--;
          return reject(new Error('Atomic SEND failed: ' + error.message));
        }
      });

      const handler = (data) => {
        const response = JSON.parse(data.toString());
        this.ws.removeListener('message', handler);
        const latency = Date.now() - sendTimestamp;
        this.metrics.totalLatencyMs += latency;
        this.metrics.totalTerminations++;
        this.metrics.activeStreams--;

        if (response.type === 'co-browse.stopped' && response.status === 'success') {
          this.metrics.successfulCleanups++;
          if (payload.cleanup.lockScreen) {
            this.ws.send(JSON.stringify({ type: 'co-browse.screen-lock', sessionId, directive: 'force_lock', timestamp: new Date().toISOString() }));
          }
          resolve({ success: true, latency, response });
        } else {
          reject(new Error(`Termination failed: ${response.message || 'Unknown gateway error'}`));
        }
      };
      this.ws.on('message', handler);
    });
  }

  async syncAuditTrail(result, payload) {
    const auditLog = {
      event: 'co-browse.session.terminated',
      sessionId: payload.sessionId,
      timestamp: new Date().toISOString(),
      latencyMs: result.latency,
      cleanupSuccess: result.success,
      metricsSnapshot: {
        totalTerminations: this.metrics.totalTerminations,
        successfulCleanups: this.metrics.successfulCleanups,
        cleanupSuccessRate: this.metrics.totalTerminations > 0 
          ? (this.metrics.successfulCleanups / this.metrics.totalTerminations).toFixed(4) 
          : '0.0000'
      },
      gatewayResponse: result.response
    };
    console.log(JSON.stringify(auditLog, null, 2));
    try {
      await axios.post(process.env.AUDIT_WEBHOOK_URL, auditLog, {
        headers: { 'Content-Type': 'application/json', 'X-Genesys-Environment': this.environment },
        timeout: 5000
      });
    } catch (error) {
      console.error('Webhook sync failed:', error.message);
    }
    return auditLog;
  }

  async close() {
    if (this.ws) {
      this.ws.close(1000, 'Client initiated shutdown');
    }
  }
}

// Execution
async function run() {
  const terminator = new CoBrowseTerminator(
    process.env.GENESYS_CLIENT_ID,
    process.env.GENESYS_CLIENT_SECRET,
    process.env.GENESYS_ENVIRONMENT || 'api'
  );

  try {
    await terminator.connect();
    const result = await terminator.terminateSession('a1b2c3d4-e5f6-7890-abcd-ef1234567890', 'agent_01', 'scaling_termination');
    await terminator.syncAuditTrail(result, { sessionId: 'a1b2c3d4-e5f6-7890-abcd-ef1234567890' });
  } catch (error) {
    console.error('Termination pipeline failed:', error.message);
  } finally {
    await terminator.close();
  }
}

run();

Common Errors & Debugging

Error: 401 Unauthorized

• Cause: The OAuth token expired, contains incorrect scopes, or the connect message was malformed.
• Fix: Verify the scope string includes agentassist:websockets:write. Ensure the token is refreshed before expiration. Check that the connect message matches the exact JSON structure expected by the gateway.
• Code Fix: Implement the token caching buffer shown in TokenManager and re-authenticate immediately upon receiving a 401.

Error: 403 Forbidden

• Cause: The OAuth client lacks permission to manage co-browse sessions, or the target environment restricts WebSocket access to specific IP ranges.
• Fix: Grant the co-browse:manage scope in the Genesys Cloud Admin Console under Security → OAuth Client. Verify network allowlists.
• Code Fix: Log the full error.response.data to identify the specific policy violation.

Error: 429 Too Many Requests

• Cause: The co-browse gateway enforces rate limits on termination requests or concurrent stream allocations.
• Fix: Implement exponential backoff before retrying. Monitor this.metrics.activeStreams to stay below maxConcurrentStreams.
• Code Fix: Wrap terminateSession in a retry loop with jittered delays when catching 429 responses from the HTTP participant validation endpoint.

Error: WebSocket Close Code 1008 (Policy Violation)

• Cause: The termination payload failed schema validation, or the data leakage prevention pipeline detected unmasked sensitive elements.
• Fix: Validate the cleanup flag matrix locally before transmission. Ensure all participants have domMaskingStatus: 'active'.
• Code Fix: The validateTerminationPayload and validateParticipantsAndPreventLeakage methods prevent this by throwing descriptive errors before the ws.send() call.

Official References

• Genesys Cloud Agent Assist WebSocket API Documentation
• Co-Browsing Session Management Endpoints
• OAuth 2.0 Client Credentials Flow Guide
• WebSocket Protocol Specification for Genesys Cloud