Appointments Configuration

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

Callbacks and appointments

Up to now, scheduling a video call in auvious was done via the callback API of Genesys cloud. A callback interaction was created in Genesys Cloud and the agent would have to answer that callback to join the room.

Now we can enable 'Appointments' in the scheduling channel section, which uses a different approach. Scheduling is handled in auvious instead of Genesys and the agents and supervisors can manage all appointments inside auvious. Once the customer opens the appointment link, a webChat interaction is created in Genesys Cloud and the agent will have to answer that interaction to join the room, if they open the link at the time of the appointment. If the customer opens the link before the scheduled time, they get redirected to a waiting room. You have the option to show a video loop or an image at the waiting room, which can be configured in settings.

Genesys Cloud configuration

Appointments in Genesys Cloud can be configured either to route to a specific agent or to a queue. You can choose to use the Genesys Web Chat (v2) or the Genesys Web Messaging as a way for the customer to get in queue. This option is available in Settings.

Route to Agent

Routing to an agent requires a widget deployment id. This is the default behaviour if an agent schedules an appointment using the auvious application. This deployment id is used by auvious to get the customer in queue. This is a special deployment id since we need to create a specific flow in architect to route the customer to the agent that has created the appointment. Appointments are not routed in a queue, they are routed to an agent.

Instructions on how to create a flow and a widget deployment id can be found here.

Once we have the widget deployment ID we can set it in settings.

Route to a queue

Routing to a queue can only be used when an appointment is created in the widget or using the API.

SMS Setup

Appointment notifications in Genesys Cloud use the SMS agentless API. In order to use this API we need an OAuth Client ID and Client Secret. Create a pair in Admin / Integrations / OAuath and paste it here. Don't forget to add the appropriate permissions to the Client ID

• SMS:All permissions
• Conversation:Message:All permissions

The second and equally important step in appointment notifications is having an SMS number. These numbers can be requested directly inside Genesys Cloud. Just go to Admin / Message / SMS Number Inventory and get an SMS number.

Once you have set these values, a test flow follows. A mobile phone number is required for the service to send a One Time Password.

If you receive the OTP you know that the service works but you also need to set it to auvious so that the test flow is complete.

Once you have verified your phone number by setting the One Time Password, click on Done. Now you have succesfully configured your SMS notifications. You can continue customizing the messages that the service can send.

Email Setup

Email notifications in Genesys Cloud use the Email agentless API. Similarly to SMS, in order to use the API we need an OAuth Client ID and Secret. Don't forget to add the appropriate permissions to the Client ID

• Routing:Email:Manage
• Conversation:Email:All permissions

Second step is to create an email Domain of type Campaign/agentless in order to support agentless email notifications. Just go to Admin / Contact Center / Email and create one following the instructions set up a domain for agentless email notifications.

The third option is what to appear as a sender. Common names are "no-reply" or something similar.

Once you have setup these values a similar flow to SMS verification follows. Type an email address that will get a One Time Password that you will have to enter in the final step, to verify the email is being sent correctly.

Now you have succesfully configured your Email notifications. You can continue customizing the messages that the service can send.

Notifications

Once an appointment is created there is a series of reminders that are sent to the user.

Currently the supported channels for communication with the client are:

• SMS (Genesys Agentless)
• Email (Genesys Agentless)

The admin can change the message that is sent each time to the customer. Just visit the appointment notifications tab and start changing the text in the various fields.

Notifications are sent in the following events

• When an appointment is created. A notification is instantly sent to the customer
• When an appointment is rescheduled. On reschedule, a notification is sent instantly. If an appointment is updated, a confirmation box appears to either send a notification or not.
• When an appointment is cancelled. A message is sent instantly.
• Just before the call. This is an important notification since it carries the URL that the customer will use to join the call. It is sent 5 minutes before the call by default but you can change the time and period.
• Periodic reminders. You can create one or more reminders to be sent to the user at any time you want. The default periods are 1 and 2 days before the call but you can add more and choose between days, minutes, hours.

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.

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.