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Appointments Configuration

In order to enable appointments navigate to the settings page and open the Scheduled video calls section.

Genesys Cloud configuration​

Appointments in Genesys Cloud can be set up to route either to a specific agent or to a queue. You have the flexibility to utilize either the Genesys Web Chat (v2) or the Genesys Web Messaging as options for customers to enter the queue. For more details, refer to our Genesys Cloud setup guide.

Talkdesk configuration​

Appointments in Talkdesk require a Digital Connect integration to be set up in Talkdesk. Read our Talkdesk Digital Connect guide on how to setup a Digital Connect integration and the visit our Talkesk setup guide on how to configure appointments in Talkdesk.

Custom duration​

By default, the available options for appointment durations created by an agent are 5, 15, and 30 minutes. You can customize these options by modifying, removing, or adding new durations in Settings / Call Scheduling / Appointment.

Notifications​

Outbound notifications stay off until an admin enables them and configures valid SMS/email credentials (Genesys). Talkdesk uses webhooks only.

Delivery is gated by two switches:

  • The current org-wide notification toggle (admin controlled).
  • The per-appointment state captured at scheduling time. If the appointment was created while notifications were off, no reminders/follow-ups will go out later even if you re-enable globally.

Supported channels:

  • SMS (Genesys Agentless, with provisioned SMS number and valid OAuth credentials)
  • Email (Genesys Agentless, with configured email domain and valid OAuth credentials)
  • Webhooks (Genesys and Talkdesk)

Customer-facing messages are sent only for:

  • Create and Reschedule: sent immediately; include the join link because auto-activation is on by default.
  • Cancel: sent immediately.
  • Reminders: sent at configured offsets; missed windows are not replayed.
  • Follow-up: sent only to customers who actually joined.

Metadata-only updates do not trigger emails/SMS; only webhook subscribers see update payloads.

Legacy ROOM/invite notices are only used when auto-activation is turned off; they fire in a tight window (about five minutes) before start and are skipped if missed. With the default auto-activation on, you will not see separate invites.

Reminder/follow-up behavior:

  • Pending reminders/invites are cancelled as soon as the call starts or is rescheduled.
  • Reminders have a one-minute tolerance around their offsets and are not replayed if missed.
  • Offsets come from templates you configure; there is no baked-in default cadence.
  • Auto-activation is the default for new tenants; legacy tenants who disabled it are the only ones that will see the legacy invite window.
note

The appointment url is available in the created,rescheduled and updated events. If you cannot find it, please make sure you have 'auto-activate appointments' enabled. This is enabled by default in new installations but used to be off by default. If you enable it, this option is no longer available since it's the new default.

Appointments

Webhooks setup​

You can also use our webhooks service to get notified about appointment events and notify the customer or update your CRM system accordingly. You can find more information in our webhooks management section.

Waiting screen options​

Whether you use callbacks or appointments, the customer will land on a waiting room before they join the call. You can use this page to show a video or an image to the customer, while waiting. If you choose a video, due to browser restrictions, the video will start playing muted. You will have to host the video/image files to your own CDN. We require only the secure URL of the asset.

Setup

Genesys Cloud​

We also offer the ability to have different assets (either video or image) per queue. If you enable this option, you will now be able to add one or more assets. Click on the 'add asset button', select a queue and set the url. Repeat this flow for each queue. Don't forget to Save the changes.

caution

If your business flow is based on appointments which are created by an agent and not by a customer using our widget, you cannot set an asset per queue. This is because an appointment that is created by an agent routes back to the specific agent and not to a queue.

caution

Assets for queues is supported only in Genesys Cloud.

Setup