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Scheduled video calls

caution

This is a Genesys Cloud specific setting that uses the callback interaction.

Setup

You have the option to enable or disable the scheduling functionality for the agents.

Once you enable scheduling, there are two different channels that are supported.

Callback

Scheduling a video call in auvious is done via the callback API of Genesys cloud. A callback interaction is created in Genesys Cloud and the agent would have to answer that callback to join the room.

Appointments

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.

Settings

Read more on the available settings for each channel in the Appointments section.