Email / SMS
These notification channels are currently supported on Genesys Cloud with working SMS/email credentials (SMS number and email domain provisioned). Talkdesk relies on webhooks only.
Participant Notifications
| Type | Description | Recipient(s) |
|---|---|---|
| CREATE | Sent when an appointment is created. Auto-activation is on by default, so the join link is here. | Customer |
| RESCHEDULE | Sent when an appointment's schedule is updated. | Customer |
| CANCELLED | Sent when an appointment is cancelled. | Customer |
| REMINDER | Sent at configured offsets before the appointment (one-minute tolerance; not replayed if missed). | Customer |
| FOLLOW_UP | Sent after the appointment ends, only to customers who actually joined. | Customer |
Metadata-only updates do not send emails/SMS; only webhook subscribers see update payloads.
caution
Auto-activation defaults to ON. The legacy ROOM/invite notification only fires when auto-activation is OFF and is attempted in a tight window before start; it will be skipped if missed.
Reliability and retries
- Automatic retries back off and stop after a small, configurable number of attempts; 400/401/403/404 stop retries immediately.
- Manual retry is only possible on the latest failure entry.
- Reminders fire at their exact offsets with about a one-minute tolerance and are not replayed if missed.
- Pending reminders/invites are cancelled once the call starts or is rescheduled.
Notification Management Overview
How Notification Settings Work
Auvious provides clear, administrator-controlled notification management through two distinct settings:
🌐 Global Notification Setting (Admin Controlled)
- Administrators can enable or disable notifications for the entire organization at any time.
- Allows immediate global control, ideal during outages, policy adjustments, or system maintenance.
📅 Per-Appointment Notification Setting (Automatic)
- Automatically captured initially when an appointment is scheduled, based on the global notification setting at that exact moment.
- Ensures each appointment reflects the notification intent consistent with the organization's policy at scheduling.
Interaction Between Global and Appointment Settings
Notifications are delivered only when both conditions below are met:
| Appointment Setting (Captured Initially) | Current Global Setting | Notification Sent? | Explanation |
|---|---|---|---|
| ✅ Enabled | ✅ Enabled | ✅ Yes | Notifications sent as originally intended. |
| ✅ Enabled | ❌ Disabled | ❌ No | Temporarily blocked by current global admin setting. |
| ❌ Disabled | ✅ Enabled | ❌ No | Notifications were off at scheduling; remain off. |
| ❌ Disabled | ❌ Disabled | ❌ No | Consistently disabled; no notifications sent. |
How Global Setting Changes Affect Existing Appointments
- Disabling notifications globally stops all notifications immediately, even for appointments initially set with notifications enabled.
- Re-enabling notifications later resumes future notifications for appointments initially captured with notifications enabled, without retroactively sending any missed notifications.
Benefits to Your Organization
- Centralized Control: Clear, admin-driven notifications without user confusion.
- Predictability: Appointment notifications consistently reflect current organizational policies.
- Reliability: Ensures participants receive timely and relevant notifications aligned with admin-configured settings.