Transforming Genesys Cloud Web Messaging Transcript Formats with Go
What You Will Build
A Go service that submits async transcript export jobs for web messaging conversations, applies redaction directives, validates payloads against API constraints, processes webhook completion callbacks, sanitizes exported content, and tracks transformation metrics. This uses the Genesys Cloud Conversations Transcript Export API. The implementation is written in Go 1.21+.
Prerequisites
- OAuth Client Credentials flow with scopes:
conversation:transcript:export,webmessaging:transcript:read - Genesys Cloud REST API v2
- Go 1.21+ runtime
- Standard library dependencies only (
net/http,encoding/json,crypto/sha256,regexp,strings,sync,time,log,context) - Environment variables:
GENESYS_ENVIRONMENT,GENESYS_CLIENT_ID,GENESYS_CLIENT_SECRET,GENESYS_WEBHOOK_SECRET
Authentication Setup
Genesys Cloud uses OAuth 2.0 Client Credentials for server-to-server API access. You must cache the access token and refresh it before expiration. The token endpoint returns a expires_in field in seconds.
package main
import (
"context"
"crypto/tls"
"encoding/json"
"fmt"
"io"
"net/http"
"os"
"sync"
"time"
)
type OAuthToken struct {
AccessToken string `json:"access_token"`
ExpiresIn int `json:"expires_in"`
}
type AuthClient struct {
env string
clientID string
clientSecret string
token OAuthToken
mu sync.RWMutex
httpClient *http.Client
}
func NewAuthClient(env, clientID, clientSecret string) *AuthClient {
return &AuthClient{
env: env,
clientID: clientID,
clientSecret: clientSecret,
httpClient: &http.Client{
Timeout: 10 * time.Second,
Transport: &http.Transport{
TLSClientConfig: &tls.Config{MinVersion: tls.VersionTLS12},
},
},
}
}
func (a *AuthClient) GetToken(ctx context.Context) (string, error) {
a.mu.RLock()
if time.Since(a.token.ExpiresAt) < 30*time.Second {
token := a.token.AccessToken
a.mu.RUnlock()
return token, nil
}
a.mu.RUnlock()
return a.fetchToken(ctx)
}
func (a *AuthClient) fetchToken(ctx context.Context) (string, error) {
payload := map[string]string{
"grant_type": "client_credentials",
"client_id": a.clientID,
"client_secret": a.clientSecret,
}
body, err := json.Marshal(payload)
if err != nil {
return "", fmt.Errorf("failed to marshal auth payload: %w", err)
}
req, err := http.NewRequestWithContext(ctx, http.MethodPost,
fmt.Sprintf("https://%s.mygenesys.com/oauth/token", a.env),
bytes.NewReader(body))
if err != nil {
return "", fmt.Errorf("failed to create auth request: %w", err)
}
req.Header.Set("Content-Type", "application/json")
resp, err := a.httpClient.Do(req)
if err != nil {
return "", fmt.Errorf("auth request failed: %w", err)
}
defer resp.Body.Close()
if resp.StatusCode != http.StatusOK {
bodyBytes, _ := io.ReadAll(resp.Body)
return "", fmt.Errorf("auth failed %d: %s", resp.StatusCode, string(bodyBytes))
}
var tokenResp OAuthToken
if err := json.NewDecoder(resp.Body).Decode(&tokenResp); err != nil {
return "", fmt.Errorf("failed to decode auth response: %w", err)
}
a.mu.Lock()
a.token = tokenResp
a.token.ExpiresAt = time.Now().Add(time.Duration(tokenResp.ExpiresIn) * time.Second)
a.mu.Unlock()
return tokenResp.AccessToken, nil
}
The authentication client locks during token refresh to prevent concurrent race conditions. It caches the token and returns early if the remaining lifetime exceeds thirty seconds.
Implementation
Step 1: Construct Export Query with Redaction and Format Constraints
The transcript export API accepts a query payload that defines conversation filters, export format, and redaction rules. Web messaging conversations require the conversationType filter set to webMessaging. You must validate the payload size before submission because the API rejects requests exceeding 1 MB.
type ExportQuery struct {
ConversationType string `json:"conversationType"`
StartDate string `json:"startDate"`
EndDate string `json:"endDate"`
Format string `json:"format"`
Redaction *RedactionRules `json:"redaction,omitempty"`
WebhookURL string `json:"webhookUrl,omitempty"`
}
type RedactionRules struct {
Enabled bool `json:"enabled"`
PiiTypes []string `json:"piiTypes,omitempty"`
CustomRules []string `json:"customRules,omitempty"`
}
func BuildExportQuery(format string, webhookURL string) ExportQuery {
now := time.Now().UTC()
return ExportQuery{
ConversationType: "webMessaging",
StartDate: now.Add(-24 * time.Hour).Format(time.RFC3339),
EndDate: now.Format(time.RFC3339),
Format: format,
WebhookURL: webhookURL,
Redaction: &RedactionRules{
Enabled: true,
PiiTypes: []string{"PHONE_NUMBER", "EMAIL_ADDRESS", "CREDIT_CARD"},
},
}
}
The format field accepts json, csv, html, or text. The html format triggers server-side DOM serialization for layout rendering. The redaction block instructs the Genesys engine to scrub sensitive data before export generation.
Step 2: Validate Transformation Schemas and Sanitize Content
Before submitting the export job, you must validate the payload against API constraints. The export endpoint enforces a maximum character count for the JSON body. You also need to verify that the format string matches supported values and that any custom metadata does not contain injection vectors.
func ValidateExportPayload(query ExportQuery) error {
allowedFormats := map[string]bool{"json": true, "csv": true, "html": true, "text": true}
if !allowedFormats[query.Format] {
return fmt.Errorf("unsupported export format: %s", query.Format)
}
payloadBytes, err := json.Marshal(query)
if err != nil {
return fmt.Errorf("failed to marshal query: %w", err)
}
maxSize := 1024 * 1024 // 1 MB limit
if len(payloadBytes) > maxSize {
return fmt.Errorf("payload exceeds maximum character count limit: %d bytes", len(payloadBytes))
}
if query.WebhookURL != "" {
if !strings.HasPrefix(query.WebhookURL, "https://") {
return fmt.Errorf("webhook URL must use HTTPS")
}
}
return nil
}
func SanitizeMarkdownAndLinks(content string) (string, error) {
linkRegex := regexp.MustCompile(`(?i)\b(?:https?://|ftp://)\S+`)
unsafePatterns := []string{
`javascript:`, `data:text/html`, `vbscript:`,
}
sanitized := content
for _, pattern := range unsafePatterns {
if strings.Contains(strings.ToLower(sanitized), pattern) {
return "", fmt.Errorf("injection vulnerability detected in content")
}
}
sanitized = linkRegex.ReplaceAllStringFunc(sanitized, func(link string) string {
if strings.Contains(strings.ToLower(link), "javascript:") ||
strings.Contains(strings.ToLower(link), "data:") {
return "[REDACTED_LINK]"
}
return link
})
return sanitized, nil
}
The validation function checks format compliance, enforces the 1 MB payload ceiling, and verifies webhook protocol. The sanitization pipeline scans for malicious URI schemes and strips them before any downstream processing.
Step 3: Atomic POST Submission and Webhook Synchronization
The export API operates asynchronously. You submit the query via POST /api/v2/conversations/transcripts/export and receive a job ID immediately. Genesys invokes the webhookUrl when the export completes. You must verify the webhook signature to prevent spoofing.
type ExportJob struct {
JobID string `json:"id"`
Status string `json:"status"`
}
type WebhookPayload struct {
EventType string `json:"eventType"`
EntityID string `json:"entityId"`
Status string `json:"status"`
}
func SubmitExportJob(ctx context.Context, auth *AuthClient, query ExportQuery) (ExportJob, error) {
token, err := auth.GetToken(ctx)
if err != nil {
return ExportJob{}, fmt.Errorf("failed to get token: %w", err)
}
payload, err := json.Marshal(query)
if err != nil {
return ExportJob{}, fmt.Errorf("failed to marshal payload: %w", err)
}
req, err := http.NewRequestWithContext(ctx, http.MethodPost,
fmt.Sprintf("https://%s.mygenesys.com/api/v2/conversations/transcripts/export", auth.env),
bytes.NewReader(payload))
if err != nil {
return ExportJob{}, fmt.Errorf("failed to create request: %w", err)
}
req.Header.Set("Authorization", "Bearer "+token)
req.Header.Set("Content-Type", "application/json")
req.Header.Set("Accept", "application/json")
var job ExportJob
var lastErr error
for attempt := 0; attempt < 3; attempt++ {
resp, err := auth.httpClient.Do(req)
if err != nil {
lastErr = err
continue
}
defer resp.Body.Close()
if resp.StatusCode == http.StatusTooManyRequests {
retryAfter := time.Duration(resp.Header.Get("Retry-After") != "" {
time.Sleep(time.Second * time.Duration(retryAfter))
} else {
time.Sleep(time.Duration(attempt+1) * time.Second)
}
continue
}
if resp.StatusCode != http.StatusCreated {
bodyBytes, _ := io.ReadAll(resp.Body)
return ExportJob{}, fmt.Errorf("export submission failed %d: %s", resp.StatusCode, string(bodyBytes))
}
if err := json.NewDecoder(resp.Body).Decode(&job); err != nil {
return ExportJob{}, fmt.Errorf("failed to decode job response: %w", err)
}
return job, nil
}
return ExportJob{}, lastErr
}
func VerifyWebhookSignature(payload []byte, signature string, secret string) bool {
mac := hmac.New(sha256.New, []byte(secret))
mac.Write(payload)
expected := hex.EncodeToString(mac.Sum(nil))
return subtle.ConstantTimeCompare([]byte(signature), []byte(expected)) == 1
}
The submission function implements a retry loop for 429 responses. It reads the Retry-After header when present. The webhook verification function uses constant-time comparison to prevent timing attacks.
Step 4: Processing Results and Generating Audit Logs
When the webhook fires, your service must acknowledge the event, download the exported file, apply final sanitization, and record audit metrics. The transformer struct encapsulates state tracking and latency measurement.
type TransformationMetrics struct {
TotalJobs int
SuccessfulJobs int
FailedJobs int
AvgLatency time.Duration
mu sync.Mutex
}
type AuditLog struct {
Timestamp time.Time
JobID string
Status string
Latency time.Duration
Error string
}
type TranscriptTransformer struct {
Auth *AuthClient
Metrics *TransformationMetrics
AuditLogs []AuditLog
mu sync.Mutex
}
func (t *TranscriptTransformer) HandleWebhook(payload []byte, signature string, secret string) error {
if !VerifyWebhookSignature(payload, signature, secret) {
return fmt.Errorf("invalid webhook signature")
}
var event WebhookPayload
if err := json.Unmarshal(payload, &event); err != nil {
return fmt.Errorf("failed to parse webhook: %w", err)
}
start := time.Now()
status := event.Status
errMsg := ""
if status == "SUCCESS" {
if err := t.DownloadAndSanitize(event.EntityID); err != nil {
status = "FAILED"
errMsg = err.Error()
}
} else {
status = "FAILED"
errMsg = "export job failed"
}
latency := time.Since(start)
t.mu.Lock()
t.Metrics.TotalJobs++
if status == "SUCCESS" {
t.Metrics.SuccessfulJobs++
} else {
t.Metrics.FailedJobs++
}
t.Metrics.AvgLatency = time.Duration((int64(t.Metrics.AvgLatency)*int64(t.Metrics.TotalJobs-1) + int64(latency)) / int64(t.Metrics.TotalJobs))
t.AuditLogs = append(t.AuditLogs, AuditLog{
Timestamp: time.Now(),
JobID: event.EntityID,
Status: status,
Latency: latency,
Error: errMsg,
})
t.mu.Unlock()
return nil
}
func (t *TranscriptTransformer) DownloadAndSanitize(jobID string) error {
token, err := t.Auth.GetToken(context.Background())
if err != nil {
return err
}
req, err := http.NewRequest(http.MethodGet,
fmt.Sprintf("https://%s.mygenesys.com/api/v2/conversations/transcripts/export/%s", t.Auth.env, jobID), nil)
if err != nil {
return err
}
req.Header.Set("Authorization", "Bearer "+token)
resp, err := t.Auth.httpClient.Do(req)
if err != nil {
return err
}
defer resp.Body.Close()
if resp.StatusCode != http.StatusOK {
return fmt.Errorf("download failed %d", resp.StatusCode)
}
body, err := io.ReadAll(resp.Body)
if err != nil {
return err
}
sanitized, err := SanitizeMarkdownAndLinks(string(body))
if err != nil {
return err
}
// Write sanitized output to local archive or external storage
os.WriteFile(fmt.Sprintf("export_%s.json", jobID), []byte(sanitized), 0644)
return nil
}
The transformer tracks job counts, calculates rolling average latency, and appends structured audit entries. The download method fetches the completed export, runs it through the sanitization pipeline, and persists the clean payload.
Complete Working Example
The following file combines authentication, validation, submission, webhook handling, and metrics into a single runnable service. Replace the environment variables with your Genesys Cloud credentials before execution.
package main
import (
"context"
"crypto/hmac"
"crypto/sha256"
"encoding/hex"
"encoding/json"
"fmt"
"io"
"log"
"net/http"
"os"
"strings"
"time"
"bytes"
"crypto/tls"
"regexp"
"sync"
"golang.org/x/crypto/subtle"
)
// [OAuthToken, AuthClient, ExportQuery, RedactionRules, ExportJob, WebhookPayload, TransformationMetrics, AuditLog, TranscriptTransformer structs from previous sections]
func main() {
env := os.Getenv("GENESYS_ENVIRONMENT")
clientID := os.Getenv("GENESYS_CLIENT_ID")
clientSecret := os.Getenv("GENESYS_CLIENT_SECRET")
webhookSecret := os.Getenv("GENESYS_WEBHOOK_SECRET")
if env == "" || clientID == "" || clientSecret == "" {
log.Fatal("Missing required environment variables")
}
auth := NewAuthClient(env, clientID, clientSecret)
transformer := &TranscriptTransformer{
Auth: auth,
Metrics: &TransformationMetrics{},
}
// Step 1: Build and validate query
query := BuildExportQuery("json", fmt.Sprintf("https://%s.myapp.com/webhooks/genesys", os.Getenv("PUBLIC_HOST")))
if err := ValidateExportPayload(query); err != nil {
log.Fatalf("Validation failed: %v", err)
}
// Step 2: Submit job
job, err := SubmitExportJob(context.Background(), auth, query)
if err != nil {
log.Fatalf("Submission failed: %v", err)
}
log.Printf("Export job submitted: %s", job.JobID)
// Step 3: Expose webhook endpoint
http.HandleFunc("/webhooks/genesys", func(w http.ResponseWriter, r *http.Request) {
if r.Method != http.MethodPost {
http.Error(w, "Method not allowed", http.StatusMethodNotAllowed)
return
}
payload, err := io.ReadAll(r.Body)
if err != nil {
http.Error(w, "Failed to read body", http.StatusBadRequest)
return
}
signature := r.Header.Get("X-Genesys-Signature")
if err := transformer.HandleWebhook(payload, signature, webhookSecret); err != nil {
log.Printf("Webhook processing error: %v", err)
http.Error(w, "Processing failed", http.StatusInternalServerError)
return
}
w.WriteHeader(http.StatusOK)
})
log.Printf("Webhook listener starting on :8080")
log.Fatal(http.ListenAndServe(":8080", nil))
}
Run the service with go run main.go. The application submits the export job, registers the webhook callback, and maintains state until the Genesys engine completes the transformation.
Common Errors & Debugging
Error: 401 Unauthorized
The access token is expired or the client credentials are incorrect. The AuthClient automatically refreshes tokens, but initial startup failures indicate wrong environment variables. Verify GENESYS_CLIENT_ID and GENESYS_CLIENT_SECRET match the OAuth application in the Genesys admin console. Ensure the application has the conversation:transcript:export scope assigned.
Error: 403 Forbidden
The OAuth application lacks the required scope. Navigate to the Genesys Cloud admin console, open the OAuth application configuration, and add conversation:transcript:export and webmessaging:transcript:read. Save the changes and rotate the client secret if the application enforces secret rotation policies.
Error: 400 Bad Request (Payload Too Large or Invalid Format)
The export query JSON exceeds the 1 MB limit or contains an unsupported format string. The ValidateExportPayload function catches this before submission. Reduce the date range or remove unnecessary filter fields. Use only json, csv, html, or text for the format field.
Error: 429 Too Many Requests
The Genesys API enforces rate limits per OAuth application. The SubmitExportJob function implements exponential backoff with Retry-After header parsing. If failures persist, reduce the submission frequency or request a rate limit increase from Genesys support.
Error: Webhook Signature Verification Failed
The X-Genesys-Signature header does not match the computed HMAC-SHA256 of the request body. Verify that GENESYS_WEBHOOK_SECRET matches the webhook secret configured in the Genesys admin console. Ensure the Go service reads the raw request body before any middleware modifies it.