Uploading Genesys Cloud Outbound Contact Lists via API with TypeScript

What You Will Build

• A TypeScript utility that streams raw CSV data, applies field mappings and deduplication directives, and submits validated contacts to Genesys Cloud via multipart form submission.
• The implementation uses the Genesys Cloud @genesyscloud/api-client-node SDK for authentication and axios for streaming uploads with progress tracking, exponential backoff retries, and webhook-driven CRM synchronization.
• The code runs in Node.js and handles schema validation, phone normalization, email verification, audit logging, and transient network recovery.

Prerequisites

• Genesys Cloud OAuth2 Service Account with outbound:contactlist:write and outbound:contactlist:read scopes
• Node.js 18 or later
• @genesyscloud/api-client-node@^11.0.0
• axios@^1.6.0, form-data@^4.0.0, zod@^3.22.0, libphonenumber-js@^1.10.0, validator@^13.11.0, express@^4.18.0
• A target contact list ID in Genesys Cloud (retrieved via /api/v2/outbound/contactlists)
• A publicly accessible webhook endpoint for CRM synchronization

Authentication Setup

Genesys Cloud uses OAuth2 client credentials flow for server-to-server integrations. The Node SDK handles token acquisition, caching, and automatic refresh. You must configure the platform client with your environment, client ID, and client secret.

import { PlatformClient } from '@genesyscloud/api-client-node';

export async function initializeAuth(): Promise<PlatformClient> {
  const platform = new PlatformClient();
  
  await platform.auth.login({
    environment: 'mypurecloud.com', // Replace with your Genesys Cloud environment
    clientId: process.env.GENESYS_CLIENT_ID!,
    clientSecret: process.env.GENESYS_CLIENT_SECRET!,
  });

  const authInfo = platform.auth.getAuthData();
  if (!authInfo?.accessToken) {
    throw new Error('Authentication failed. Verify client credentials and environment.');
  }

  console.log(`OAuth token acquired. Expires at: ${new Date(authInfo.expiresAt).toISOString()}`);
  return platform;
}

The SDK stores the token in memory and automatically requests a new token when the current one expires. You will pass platform.auth.getAccessToken() to axios interceptors to avoid manual token management during the upload lifecycle.

Implementation

Step 1: CSV Stream Validation, Phone Normalization, and Email Verification

Genesys Cloud rejects malformed records at ingestion time. You must validate data types, enforce record size limits, and normalize reachability fields before submission. The following transform stream reads a CSV file line by line, applies Zod schema validation, normalizes phone numbers using E.164 formatting, verifies email syntax, and tracks validation errors.

import { Transform, Readable } from 'stream';
import { z } from 'zod';
import { parsePhoneNumberFromString } from 'libphonenumber-js';
import validator from 'validator';

const ContactSchema = z.object({
  phone: z.string().min(1, 'Phone is required'),
  email: z.string().email('Invalid email format'),
  firstName: z.string().optional(),
  lastName: z.string().optional(),
});

interface AuditMetrics {
  totalProcessed: number;
  validationErrors: number;
  normalizedPhones: number;
  startTime: number;
  endTime: number;
}

export function createValidationStream(
  sourcePath: string,
  onMetrics: (m: AuditMetrics) => void
): Readable {
  const metrics: AuditMetrics = {
    totalProcessed: 0,
    validationErrors: 0,
    normalizedPhones: 0,
    startTime: Date.now(),
    endTime: 0,
  };

  const parser = new Transform({
    readableObjectMode: false,
    transform(chunk, encoding, callback) {
      const lines = chunk.toString().split('\n').filter(l => l.trim().length > 0);
      const output: string[] = [];

      for (const line of lines) {
        const parts = line.split(',').map(p => p.trim());
        if (parts.length < 2) continue;

        const [phone, email, firstName, lastName] = parts;
        const parsed = ContactSchema.safeParse({ phone, email, firstName, lastName });

        if (!parsed.success) {
          metrics.validationErrors++;
          console.warn(`Validation failed for row: ${line} | Errors: ${parsed.error.issues.map(e => e.message).join(', ')}`);
          continue;
        }

        const normalized = parsePhoneNumberFromString(parsed.data.phone, 'US');
        const cleanPhone = normalized?.format('E.164') || parsed.data.phone;
        if (normalized) metrics.normalizedPhones++;

        const cleanEmail = validator.normalizeEmail(parsed.data.email);
        metrics.totalProcessed++;

        output.push(`${cleanPhone},${cleanEmail},${parsed.data.firstName || ''},${parsed.data.lastName || ''}`);
      }

      if (output.length > 0) {
        this.push(output.join('\n') + '\n');
      }
      callback();
    },
    flush(callback) {
      metrics.endTime = Date.now();
      onMetrics(metrics);
      callback();
    },
  });

  return Readable.from([sourcePath]).pipe(parser);
}

This stream outputs a clean CSV payload that matches Genesys Cloud field expectations. The metrics object captures throughput and validation error rates for operational monitoring.

Step 2: Multipart Form Construction, Progress Tracking, and Retry Logic

Genesys Cloud accepts contact list uploads via POST /api/v2/outbound/contactlists/{contactListId}/upload. The request uses multipart/form-data with two parts: the file stream and uploadOptions JSON. You must define field mappings, deduplication behavior, and a callback URL. The upload function below constructs the payload, tracks progress, and implements exponential backoff for 429 and 5xx responses.

import axios, { AxiosError } from 'axios';
import FormData from 'form-data';
import fs from 'fs';
import path from 'path';

interface UploadConfig {
  contactListId: string;
  callbackUrl: string;
  duplicateCheckField: string;
  duplicateCheckBehavior: 'skip' | 'update' | 'ignore';
  maxFileSizeBytes: number;
}

export async function uploadContactList(
  platform: PlatformClient,
  csvStream: Readable,
  config: UploadConfig,
  auditLog: (entry: Record<string, unknown>) => void
): Promise<void> {
  const form = new FormData();
  form.append('file', csvStream, 'contacts.csv');
  
  const uploadOptions = {
    duplicateCheckField: config.duplicateCheckField,
    duplicateCheckBehavior: config.duplicateCheckBehavior,
    columnMappings: [
      { name: 'phone', type: 'Phone' },
      { name: 'email', type: 'String' },
      { name: 'firstName', type: 'String' },
      { name: 'lastName', type: 'String' },
    ],
    callbackUrl: config.callbackUrl,
  };
  form.append('uploadOptions', JSON.stringify(uploadOptions));

  const maxRetries = 3;
  let attempt = 0;

  while (attempt <= maxRetries) {
    try {
      const token = platform.auth.getAccessToken();
      if (!token) throw new Error('OAuth token expired or unavailable.');

      const response = await axios.post(
        `https://api.mypurecloud.com/api/v2/outbound/contactlists/${config.contactListId}/upload`,
        form,
        {
          headers: {
            ...form.getHeaders(),
            Authorization: `Bearer ${token}`,
            'Accept': 'application/json',
          },
          maxContentLength: config.maxFileSizeBytes,
          maxBodyLength: config.maxFileSizeBytes,
          onUploadProgress: (progressEvent) => {
            const percent = progressEvent.total 
              ? Math.round((progressEvent.loaded * 100) / progressEvent.total) 
              : 0;
            console.log(`Upload progress: ${percent}% (${progressEvent.loaded} bytes)`);
            auditLog({ event: 'progress', bytes: progressEvent.loaded, percent });
          },
        }
      );

      console.log('Upload successful:', response.data);
      auditLog({ event: 'success', status: response.status, requestId: response.headers['x-request-id'] });
      return;

    } catch (error) {
      attempt++;
      const axiosError = error as AxiosError;
      const status = axiosError.response?.status;

      if (status === 413) {
        auditLog({ event: 'error', type: 'file_too_large', status });
        throw new Error(`Upload rejected: File exceeds ${config.maxFileSizeBytes} bytes limit.`);
      }

      if ((status === 429 || (status && status >= 500)) && attempt <= maxRetries) {
        const delay = Math.pow(2, attempt) * 1000;
        console.warn(`Transient error ${status}. Retrying in ${delay}ms (attempt ${attempt}/${maxRetries})`);
        auditLog({ event: 'retry', status, attempt, delay });
        await new Promise(resolve => setTimeout(resolve, delay));
        continue;
      }

      auditLog({ event: 'failure', status, message: axiosError.message, attempt });
      throw error;
    }
  }
}

The uploadOptions payload enforces deduplication on the phone field and maps CSV columns to Genesys data types. The retry loop catches rate limits and server errors, applying exponential backoff while logging each attempt. Progress events feed directly into the audit pipeline.

Step 3: Webhook Callback Routing and Audit Log Generation

Genesys Cloud invokes the callbackUrl upon upload completion, success or failure. You must expose an HTTP endpoint to receive the payload, extract ingestion statistics, and trigger CRM synchronization. The following Express route handles the callback, validates the payload structure, logs compliance data, and forwards status to an external CRM sync service.

import express, { Request, Response } from 'express';
import { z } from 'zod';

const WebhookPayloadSchema = z.object({
  contactListId: z.string(),
  uploadId: z.string(),
  status: z.enum(['success', 'error', 'in_progress']),
  recordsProcessed: z.number().optional(),
  recordsFailed: z.number().optional(),
  timestamp: z.string().datetime(),
});

export function setupWebhookHandler(app: express.Express, auditLog: (entry: Record<string, unknown>) => void) {
  app.post('/webhook/genesys-upload', (req: Request, res: Response) => {
    const parsed = WebhookPayloadSchema.safeParse(req.body);
    if (!parsed.success) {
      auditLog({ event: 'webhook_validation_failed', errors: parsed.error.issues });
      return res.status(400).json({ error: 'Invalid webhook payload schema' });
    }

    const data = parsed.data;
    auditLog({
      event: 'webhook_received',
      contactListId: data.contactListId,
      uploadId: data.uploadId,
      status: data.status,
      recordsProcessed: data.recordsProcessed,
      recordsFailed: data.recordsFailed,
      timestamp: data.timestamp,
    });

    if (data.status === 'success') {
      console.log(`CRM Sync triggered for upload ${data.uploadId}. Processed: ${data.recordsProcessed}, Failed: ${data.recordsFailed}`);
      // Placeholder for CRM synchronization logic
      // await crmClient.syncContacts(data.uploadId, data.recordsProcessed);
    } else if (data.status === 'error') {
      console.warn(`Upload ${data.uploadId} failed. Review Genesys Cloud analytics for row-level errors.`);
    }

    res.status(200).json({ received: true });
  });
}

The webhook handler validates the incoming payload against a strict schema, logs compliance records, and branches execution based on upload status. You replace the CRM sync placeholder with your platform’s API client. The audit log captures every state transition for regulatory verification.

Complete Working Example

The following script combines authentication, stream validation, multipart upload, retry logic, and webhook routing into a single executable module. Replace environment variables and configuration values before execution.

import { initializeAuth } from './auth';
import { createValidationStream } from './validation';
import { uploadContactList } from './upload';
import { setupWebhookHandler } from './webhook';
import express from 'express';
import fs from 'fs';
import path from 'path';

async function main() {
  const auditLog: Record<string, unknown>[] = [];
  const logEntry = (entry: Record<string, unknown>) => {
    const timestamp = new Date().toISOString();
    const record = { timestamp, ...entry };
    auditLog.push(record);
    fs.appendFileSync('upload_audit.log', JSON.stringify(record) + '\n');
  };

  const platform = await initializeAuth();
  
  const csvPath = path.resolve('./data/raw_contacts.csv');
  if (!fs.existsSync(csvPath)) {
    throw new Error('Source CSV file not found.');
  }

  const validationStream = createValidationStream(csvPath, (metrics) => {
    logEntry({ event: 'validation_complete', ...metrics });
  });

  const uploadConfig = {
    contactListId: process.env.GENESYS_CONTACT_LIST_ID!,
    callbackUrl: process.env.WEBHOOK_URL!,
    duplicateCheckField: 'phone',
    duplicateCheckBehavior: 'skip' as const,
    maxFileSizeBytes: 10 * 1024 * 1024, // 10 MB
  };

  await uploadContactList(platform, validationStream, uploadConfig, logEntry);
  console.log('Upload sequence completed. Audit log written to upload_audit.log');

  // Start webhook listener for CRM synchronization
  const app = express();
  app.use(express.json());
  setupWebhookHandler(app, logEntry);
  app.listen(3000, () => console.log('Webhook listener active on port 3000'));
}

main().catch(err => {
  console.error('Fatal execution error:', err);
  process.exit(1);
});

Run the script with node --loader ts-node/esm main.ts or compile with tsc first. The audit log file accumulates validation metrics, progress events, retry attempts, and webhook receipts. You can parse the JSON lines for compliance reporting or feed them into a monitoring dashboard.

Common Errors and Debugging

Error: 400 Bad Request - Invalid Column Mapping

• Cause: The columnMappings array references a field name that does not exist in the CSV header, or the data type does not match Genesys Cloud expectations.
• Fix: Verify that every mapping name exactly matches the CSV column header. Use supported types: Phone, String, Email, Date. Ensure the CSV contains a header row or disable header parsing in your stream transformer.
• Code adjustment: Align columnMappings with the output of your validation stream. The example outputs phone,email,firstName,lastName in that exact order.

Error: 413 Payload Too Large

• Cause: Genesys Cloud enforces a 10 MB limit per direct upload file. Larger files trigger an immediate rejection.
• Fix: Split the source CSV into chunks before streaming. The maxFileSizeBytes parameter in the upload config enforces this limit locally. Implement a chunking loop that reads the source file, validates batches, and calls uploadContactList sequentially.
• Code adjustment: Add a file size check before stream creation: const stats = fs.statSync(csvPath); if (stats.size > config.maxFileSizeBytes) throw new Error('File exceeds limit');

Error: 429 Too Many Requests

• Cause: The Genesys Cloud API rate limiter blocks rapid successive uploads or token refresh attempts.
• Fix: The retry logic implements exponential backoff. Ensure your integration does not parallelize uploads for the same contact list. Add a global request queue if orchestrating multiple lists.
• Code adjustment: The uploadContactList function already retries on 429. Increase maxRetries if your network environment experiences frequent transient drops.

Error: 401 Unauthorized or 403 Forbidden

• Cause: Missing outbound:contactlist:write scope, expired token, or incorrect environment URL.
• Fix: Verify the OAuth client credentials in the Genesys Cloud admin console. Ensure the platform client uses the correct environment suffix (mypurecloud.com for US, genesyscloud.com for EU). The SDK refreshes tokens automatically, but network isolation may block token exchange endpoints.
• Code adjustment: Log the token expiration timestamp during initialization. If uploads fail consistently after a specific duration, check firewall rules for api.*purecloud.com/oauth/token.

Official References

• POST /api/v2/outbound/contactlists/{contactListId}/upload
• Genesys Cloud Node SDK Reference
• OAuth2 Client Credentials Flow
• Outbound Contact List Management