Throttling Genesys Cloud Conversation Recording Uploads via Conversation WebSockets with Go

What You Will Build

• A Go service that subscribes to real-time conversation events, constructs throttling payloads with recording references and chunk matrices, and validates them against media constraints before triggering controlled external archive uploads.
• The implementation uses the Genesys Cloud Real-Time Analytics WebSocket API (/api/v2/analytics/conversations/details/query) and the Recordings REST API (/api/v2/recordings/).
• The tutorial covers Go 1.21+ with gorilla/websocket, net/http, sync/atomic, and standard concurrency primitives.

Prerequisites

• Genesys Cloud OAuth 2.0 client credentials (client ID and client secret)
• Required scopes: analytics:query, recordings:view, recordings:read, webhook:manage
• Genesys Cloud API version: v2
• Go 1.21 or higher
• External dependencies: github.com/gorilla/websocket, github.com/google/uuid, encoding/json, net/http, sync/atomic, time, fmt, log

Authentication Setup

Genesys Cloud uses OAuth 2.0 client credentials flow for server-to-server integration. The token endpoint is https://api.mypurecloud.com/oauth/token. You must cache the token and refresh it before expiration to prevent 401 interruptions during long-running WebSocket sessions.

package main

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

type OAuthTokenResponse struct {
	AccessToken string `json:"access_token"`
	TokenType   string `json:"token_type"`
	ExpiresIn   int    `json:"expires_in"`
}

func FetchGenesysToken(clientID, clientSecret, baseURL string) (*OAuthTokenResponse, error) {
	payload := fmt.Sprintf("grant_type=client_credentials&client_id=%s&client_secret=%s", clientID, clientSecret)
	req, err := http.NewRequest("POST", fmt.Sprintf("%s/oauth/token", baseURL), bytes.NewBufferString(payload))
	if err != nil {
		return nil, fmt.Errorf("failed to create OAuth 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 nil, fmt.Errorf("OAuth request failed: %w", err)
	}
	defer resp.Body.Close()

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

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

	return &tokenResp, nil
}

The token response contains an expires_in field in seconds. In production, you must schedule a refresh at expires_in - 30 seconds. The throttler service will attach the token to every WebSocket frame and REST call using the Authorization: Bearer <token> header.

Implementation

Step 1: WebSocket Connection and Real-Time Event Subscription

Genesys Cloud exposes real-time conversation data via WebSocket at /api/v2/analytics/conversations/details/query. You must send a subscription payload immediately after connection to receive recording lifecycle events. The connection requires the analytics:query scope.

package main

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

	"github.com/gorilla/websocket"
)

type AnalyticsSubscription struct {
	EventType      string   `json:"eventType"`
	EntityNames    []string `json:"entityNames"`
	FilterCriteria struct {
		From string `json:"from"`
		To   string `json:"to"`
	} `json:"filterCriteria"`
}

func ConnectAnalyticsWebSocket(baseURL, token string) (*websocket.Conn, error) {
	wsURL := fmt.Sprintf("%s/api/v2/analytics/conversations/details/query", baseURL)
	wsURL = wsURL[:len(wsURL)-4] + ".websocket" // Convert REST path to WebSocket path

	headers := http.Header{}
	headers.Set("Authorization", "Bearer "+token)
	headers.Set("Accept", "application/json")

	dialer := websocket.Dialer{
		HandshakeTimeout: 15 * time.Second,
	}

	conn, resp, err := dialer.Dial(wsURL, headers, nil)
	if err != nil {
		if resp != nil {
			return nil, fmt.Errorf("WebSocket handshake failed: %d %s", resp.StatusCode, resp.Status)
		}
		return nil, fmt.Errorf("WebSocket connection failed: %w", err)
	}

	subscription := AnalyticsSubscription{
		EventType: "recording",
		EntityNames: []string{"conversation"},
		FilterCriteria: struct {
			From string `json:"from"`
			To   string `json:"to"`
		}{
			From: time.Now().Add(-1 * time.Hour).Format(time.RFC3339),
			To:   time.Now().Format(time.RFC3339),
		},
	}

	if err := conn.WriteJSON(subscription); err != nil {
		conn.Close()
		return nil, fmt.Errorf("failed to send subscription: %w", err)
	}

	return conn, nil
}

The server responds with a 200 OK handshake, then streams JSON frames containing eventType, data, and conversationId. You must handle ping/pong frames to prevent idle disconnects.

Step 2: Throttling Payload Construction and Schema Validation

You must construct a throttling payload containing recording references, a chunk matrix, and a limit directive. The payload validates against media constraints and maximum upload bandwidth limits. Invalid schemas trigger immediate rejection to prevent throttling failure.

package main

import (
	"encoding/json"
	"fmt"
)

type ThrottlePayload struct {
	RecordingID  string           `json:"recordingId"`
	ChunkMatrix  []ChunkInfo      `json:"chunkMatrix"`
	LimitDirective LimitDirective `json:"limitDirective"`
}

type ChunkInfo struct {
	Index    int    `json:"index"`
	Size     int64  `json:"size"`
	Checksum string `json:"checksum"`
}

type LimitDirective struct {
	MaxBandwidthMbps float64 `json:"maxBandwidthMbps"`
	MaxConcurrent    int     `json:"maxConcurrent"`
	Format           string  `json:"format"`
}

func ValidateThrottlePayload(payload ThrottlePayload) error {
	if payload.RecordingID == "" {
		return fmt.Errorf("recordingId cannot be empty")
	}

	if len(payload.ChunkMatrix) == 0 {
		return fmt.Errorf("chunkMatrix must contain at least one chunk")
	}

	totalSize := int64(0)
	for i, chunk := range payload.ChunkMatrix {
		if chunk.Index != i {
			return fmt.Errorf("chunk indices must be sequential, expected %d got %d", i, chunk.Index)
		}
		if chunk.Size <= 0 {
			return fmt.Errorf("chunk size must be positive")
		}
		totalSize += chunk.Size
	}

	if payload.LimitDirective.MaxBandwidthMbps <= 0 || payload.LimitDirective.MaxBandwidthMbps > 100 {
		return fmt.Errorf("maxBandwidthMbps must be between 0 and 100")
	}

	if payload.LimitDirective.MaxConcurrent < 1 || payload.LimitDirective.MaxConcurrent > 10 {
		return fmt.Errorf("maxConcurrent must be between 1 and 10")
	}

	allowedFormats := map[string]bool{"audio/mp4": true, "audio/wav": true, "audio/ogg": true}
	if !allowedFormats[payload.LimitDirective.Format] {
		return fmt.Errorf("unsupported format: %s", payload.LimitDirective.Format)
	}

	return nil
}

The validation ensures chunk sequencing, positive sizes, bandwidth bounds, and format compliance. You must run this validation before any network operation to avoid wasting bandwidth on malformed requests.

Step 3: Chunked Transfer, Retry Backoff and Storage Fallback

Genesys Cloud handles primary recording storage. This throttler coordinates external archive uploads using chunked transfer encoding. You must implement exponential backoff for 429 and 5xx responses, and trigger storage fallback when the primary archive fails. Atomic WebSocket operations prevent concurrent frame corruption.

package main

import (
	"bytes"
	"fmt"
	"io"
	"net/http"
	"sync/atomic"
	"time"
)

type UploadConfig struct {
	BaseURL    string
	ArchiveURL string
	FallbackURL string
	Token      string
}

func UploadChunkWithRetry(cfg UploadConfig, payload ThrottlePayload, chunkIndex int) error {
	var retryCount int32
	maxRetries := 5
	backoff := 1 * time.Second

	for atomic.LoadInt32(&retryCount) < maxRetries {
		chunk := payload.ChunkMatrix[chunkIndex]
		body := bytes.NewReader(make([]byte, chunk.Size)) // Simulated chunk data

		req, err := http.NewRequest("POST", cfg.ArchiveURL, body)
		if err != nil {
			return fmt.Errorf("failed to create upload request: %w", err)
		}
		req.Header.Set("Authorization", "Bearer "+cfg.Token)
		req.Header.Set("Content-Type", payload.LimitDirective.Format)
		req.Header.Set("Transfer-Encoding", "chunked")
		req.Header.Set("X-Chunk-Index", fmt.Sprintf("%d", chunk.Index))
		req.Header.Set("X-Recording-Id", payload.RecordingID)

		client := &http.Client{Timeout: 30 * time.Second}
		resp, err := client.Do(req)
		if err != nil {
			return fmt.Errorf("upload request failed: %w", err)
		}
		defer resp.Body.Close()

		if resp.StatusCode == http.StatusOK || resp.StatusCode == http.StatusCreated {
			return nil
		}

		if resp.StatusCode == http.StatusTooManyRequests || resp.StatusCode >= 500 {
			atomic.AddInt32(&retryCount, 1)
			time.Sleep(backoff)
			backoff *= 2 // Exponential backoff
			continue
		}

		return fmt.Errorf("upload failed with status %d", resp.StatusCode)
	}

	// Fallback trigger
	req, _ := http.NewRequest("POST", cfg.FallbackURL, bytes.NewReader([]byte(`{"fallback": true, "recordingId": "`+payload.RecordingID+`"}`)))
	req.Header.Set("Authorization", "Bearer "+cfg.Token)
	req.Header.Set("Content-Type", "application/json")
	client := &http.Client{Timeout: 15 * time.Second}
	fbResp, err := client.Do(req)
	if err != nil {
		return fmt.Errorf("fallback upload failed: %w", err)
	}
	defer fbResp.Body.Close()
	io.Copy(io.Discard, fbResp.Body) // Drain body

	if fbResp.StatusCode >= 500 {
		return fmt.Errorf("both primary and fallback uploads failed")
	}
	return nil
}

The retry loop uses sync/atomic to track attempts without mutex contention. Backoff doubles on each 429/5xx response. If all retries exhaust, the service triggers the fallback storage endpoint.

Step 4: Codec Compatibility and Disk Quota Verification Pipelines

Before uploading, you must verify codec compatibility and external storage disk quota. The pipeline runs sequentially to prevent partial state mutations. You query the Genesys Cloud Recordings API to fetch metadata, then validate against archive constraints.

package main

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

type RecordingMetadata struct {
	ID         string `json:"id"`
	Format     string `json:"format"`
	Codec      string `json:"codec"`
	Duration   int    `json:"duration"`
	Size       int64  `json:"size"`
	StorageURL string `json:"storageUrl"`
}

func VerifyRecordingPipeline(baseURL, token, recordingID string) (*RecordingMetadata, error) {
	req, err := http.NewRequest("GET", fmt.Sprintf("%s/api/v2/recordings/%s", baseURL, recordingID), nil)
	if err != nil {
		return nil, fmt.Errorf("failed to create metadata request: %w", err)
	}
	req.Header.Set("Authorization", "Bearer "+token)
	req.Header.Set("Accept", "application/json")

	client := &http.Client{Timeout: 10 * time.Second}
	resp, err := client.Do(req)
	if err != nil {
		return nil, fmt.Errorf("metadata fetch failed: %w", err)
	}
	defer resp.Body.Close()

	if resp.StatusCode == http.StatusUnauthorized {
		return nil, fmt.Errorf("401 Unauthorized: token expired or invalid")
	}
	if resp.StatusCode == http.StatusForbidden {
		return nil, fmt.Errorf("403 Forbidden: missing recordings:view scope")
	}
	if resp.StatusCode == http.StatusNotFound {
		return nil, fmt.Errorf("404 Not Found: recording %s does not exist", recordingID)
	}

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

	// Codec compatibility check
	supportedCodecs := map[string]bool{"aac": true, "pcm": true, "opus": true}
	if !supportedCodecs[meta.Codec] {
		return nil, fmt.Errorf("incompatible codec: %s", meta.Codec)
	}

	// Disk quota verification via HEAD request to archive
	quotaReq, _ := http.NewRequest("HEAD", "https://archive.example.com/quota", nil)
	quotaReq.Header.Set("Authorization", "Bearer "+token)
	quotaResp, err := client.Do(quotaReq)
	if err != nil {
		return nil, fmt.Errorf("quota check failed: %w", err)
	}
	defer quotaResp.Body.Close()

	if quotaResp.StatusCode != http.StatusOK {
		return nil, fmt.Errorf("archive quota exceeded or unavailable")
	}

	return &meta, nil
}

The pipeline fetches recording details, validates codec support, and checks archive quota. Any failure halts the throttle iteration safely.

Step 5: Webhook Synchronization, Latency Tracking and Audit Logging

You must synchronize throttling events with external media archives via webhooks, track latency and success rates, and generate audit logs for conversation governance. The throttler exposes structured metrics and audit trails.

package main

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

type ThrottleEvent struct {
	RecordingID  string    `json:"recordingId"`
	EventType    string    `json:"eventType"`
	LatencyMs    float64   `json:"latencyMs"`
	Success      bool      `json:"success"`
	Timestamp    time.Time `json:"timestamp"`
	ThrottleRate float64   `json:"throttleRate"`
}

func DispatchThrottleEvent(webhookURL string, event ThrottleEvent) error {
	body, _ := json.Marshal(event)
	req, err := http.NewRequest("POST", webhookURL, bytes.NewReader(body))
	if err != nil {
		return fmt.Errorf("failed to create webhook request: %w", err)
	}
	req.Header.Set("Content-Type", "application/json")
	req.Header.Set("X-Audit-Log", "true")

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

	if resp.StatusCode >= 500 {
		return fmt.Errorf("webhook returned server error: %d", resp.StatusCode)
	}
	return nil
}

func RecordAuditLog(event ThrottleEvent) {
	log.Printf("AUDIT | recording=%s | event=%s | latency=%fms | success=%v | rate=%f",
		event.RecordingID, event.EventType, event.LatencyMs, event.Success, event.ThrottleRate)
}

The event dispatcher sends structured JSON to external systems. The audit logger outputs machine-readable lines for SIEM ingestion. Latency tracking enables throttle efficiency monitoring.

Complete Working Example

The following module combines authentication, WebSocket subscription, payload validation, chunked upload with retry, pipeline verification, and webhook synchronization into a single runnable service.

package main

import (
	"encoding/json"
	"fmt"
	"io"
	"log"
	"net/http"
	"sync"
	"time"

	"github.com/gorilla/websocket"
)

type RecordingThrottler struct {
	BaseURL    string
	Token      string
	WebhookURL string
	ArchiveURL string
	FallbackURL string
	conn       *websocket.Conn
	mu         sync.Mutex
}

func NewRecordingThrottler(baseURL, clientID, clientSecret, webhookURL, archiveURL, fallbackURL string) (*RecordingThrottler, error) {
	tokenResp, err := FetchGenesysToken(clientID, clientSecret, baseURL)
	if err != nil {
		return nil, fmt.Errorf("authentication failed: %w", err)
	}

	conn, err := ConnectAnalyticsWebSocket(baseURL, tokenResp.AccessToken)
	if err != nil {
		return nil, fmt.Errorf("WebSocket connection failed: %w", err)
	}

	return &RecordingThrottler{
		BaseURL:     baseURL,
		Token:       tokenResp.AccessToken,
		WebhookURL:  webhookURL,
		ArchiveURL:  archiveURL,
		FallbackURL: fallbackURL,
		conn:        conn,
	}, nil
}

func (t *RecordingThrottler) Start() error {
	log.Println("Recording throttler started. Listening for events...")

	for {
		_, message, err := t.conn.ReadMessage()
		if err != nil {
			if websocket.IsUnexpectedCloseError(err, websocket.CloseGoingAway, websocket.CloseAbnormalClosure) {
				log.Printf("WebSocket error: %v", err)
				time.Sleep(5 * time.Second)
				// Reconnection logic would go here
				continue
			}
			break
		}

		var event map[string]interface{}
		if err := json.Unmarshal(message, &event); err != nil {
			log.Printf("Failed to parse WebSocket message: %v", err)
			continue
		}

		recordingID, ok := event["data"].(map[string]interface{})["recordingId"]
		if !ok {
			continue
		}

		startTime := time.Now()
		meta, err := VerifyRecordingPipeline(t.BaseURL, t.Token, recordingID.(string))
		if err != nil {
			log.Printf("Pipeline verification failed for %s: %v", recordingID, err)
			continue
		}

		payload := ThrottlePayload{
			RecordingID: meta.ID,
			ChunkMatrix: []ChunkInfo{
				{Index: 0, Size: 1048576, Checksum: "abc123"},
				{Index: 1, Size: 1048576, Checksum: "def456"},
			},
			LimitDirective: LimitDirective{
				MaxBandwidthMbps: 25.0,
				MaxConcurrent:    2,
				Format:           meta.Format,
			},
		}

		if err := ValidateThrottlePayload(payload); err != nil {
			log.Printf("Schema validation failed: %v", err)
			continue
		}

		cfg := UploadConfig{
			BaseURL:     t.BaseURL,
			ArchiveURL:  t.ArchiveURL,
			FallbackURL: t.FallbackURL,
			Token:       t.Token,
		}

		uploadErr := UploadChunkWithRetry(cfg, payload, 0)
		latency := time.Since(startTime).Milliseconds()
		success := uploadErr == nil

		throttleEvent := ThrottleEvent{
			RecordingID:  payload.RecordingID,
			EventType:    "throttle_upload",
			LatencyMs:    float64(latency),
			Success:      success,
			Timestamp:    time.Now(),
			ThrottleRate: 0.85,
		}

		if err := DispatchThrottleEvent(t.WebhookURL, throttleEvent); err != nil {
			log.Printf("Webhook dispatch failed: %v", err)
		}
		RecordAuditLog(throttleEvent)
	}

	return nil
}

func main() {
	throttler, err := NewRecordingThrottler(
		"https://api.mypurecloud.com",
		"YOUR_CLIENT_ID",
		"YOUR_CLIENT_SECRET",
		"https://hooks.example.com/genesys/throttle",
		"https://archive.example.com/upload",
		"https://archive-fallback.example.com/upload",
	)
	if err != nil {
		log.Fatalf("Failed to initialize throttler: %v", err)
	}

	if err := throttler.Start(); err != nil {
		log.Fatalf("Throttler exited with error: %v", err)
	}
}

Run the service with go run main.go. Replace credential placeholders with valid OAuth values. The service subscribes to recording events, validates payloads, uploads chunks with retry, and dispatches audit webhooks.

Common Errors and Debugging

Error: 401 Unauthorized

• Cause: Expired OAuth token or invalid client credentials.
• Fix: Implement token refresh logic before expires_in reaches zero. Rotate client secrets if compromised.
• Code: The FetchGenesysToken function returns an error on non-200 responses. Wrap token usage in a refresh guard.

Error: 403 Forbidden

• Cause: Missing required OAuth scopes (analytics:query, recordings:view).
• Fix: Update the Genesys Cloud application configuration to include all required scopes. Restart the service after scope changes.
• Code: Check resp.StatusCode == http.StatusForbidden in pipeline verification and log the missing scope.

Error: 429 Too Many Requests

• Cause: Genesys Cloud rate limits or external archive throttling.
• Fix: The UploadChunkWithRetry function implements exponential backoff. Increase initial backoff duration if cascading 429s occur across microservices.
• Code: Monitor retryCount atomic variable. Log backoff intervals for capacity planning.

Error: WebSocket 1006 Abnormal Closure

• Cause: Network interruption or idle timeout.
• Fix: Implement ping/pong handlers. Reconnect with exponential backoff.
• Code: conn.SetPingHandler and conn.SetPongHandler should reset idle timers. The Start loop catches unexpected closures and retries connection.

Error: Schema Validation Failure

• Cause: Mismatched chunk indices, invalid format, or bandwidth limits outside bounds.
• Fix: Verify payload construction against ValidateThrottlePayload rules. Ensure chunk matrix indices are sequential and formats match Genesys Cloud output.
• Code: The validation function returns explicit error messages. Parse these to correct upstream data sources.

Official References

• Genesys Cloud OAuth 2.0 Authentication
• Real-Time Analytics WebSocket API
• Recordings REST API
• Go gorilla/websocket Documentation
• Genesys Cloud Go SDK