Genesys Cloud integration

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Scheduled Calls integrates with Genesys Cloud at two layers:

1. My schedules embedded in Genesys — the agent sees their calendar inside the Genesys UI without leaving it.
2. Pre-meeting dispatch to Genesys — shortly before a booking starts, an interaction is delivered to the agent’s queue so the meeting arrives as a routed interaction, not just a calendar entry.

Both are opt-in and configured per video app.

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Prerequisites

Before enabling either layer, the video app needs Genesys provisioned:

• Genesys OAuth client (client id, client secret, region)
• Genesys organization id
• Genesys Open Messaging integration (platform id)

These are set up from the app’s Genesys settings tab. Without them, the integration surfaces are hidden in the console.

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My schedules in Genesys

An agent working in Genesys can open their scheduling calendar as a Client Application integration inside Genesys Cloud — the same /my-schedules page they’d open in the console, rendered inside Genesys with compact chrome. Setup

1. In the video app, go to Genesys setup and enable the My schedules module. This creates a Client Application integration in Genesys Cloud that points at the embedded view.
2. Assign the integration to the queues or roles that should see it.

Agents open it from their Genesys sidebar like any other Client Application.

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Pre-meeting dispatch to Genesys

By default, an agent working out of Genesys has to remember to open the scheduled meeting when the time comes. The pre-meeting dispatch closes that gap. What it does

• A configurable number of minutes before a scheduled meeting, an inbound open message is sent to Genesys with the booking context.
• Genesys creates an interaction in the agent’s queue. The agent accepts it like any other interaction.
• The interaction opens a widget that takes the agent into the meeting room — the same meeting the customer joins.

The customer continues to receive their regular reminders (WhatsApp etc.); this extra layer only affects the agent side. Configuration From the scheduling preset:

• Toggle Pre-meeting Genesys dispatch on.
• Set minutes before (how early Genesys receives the interaction). A few minutes before the meeting is typical — long enough for the agent to accept and prepare, short enough not to bloat the queue.
• Optionally include intake notes in the interaction payload, so the agent sees what the customer filled in the booking form.

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What happens on failure

If the dispatch to Genesys fails (credentials invalid, Genesys unreachable, etc.), the platform retries automatically. After a short series of retries with backoff, if it still fails:

• The booking is marked as pre_meeting_failed on the timeline.
• An in-app notification is sent to the assigned agent with a link to the booking detail.
• The booking detail page and the /my-schedules card show a red banner reminding the agent that they need to join manually from the scheduling link.

The customer’s reminders are unaffected — they still go out, and the join link in them still works. The agent just joins the same meeting from the booking detail instead of from a Genesys interaction.

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Rescheduling

When a booking is rescheduled, any prior dispatch record is cleared and a new pre-meeting dispatch is scheduled for the new time. The agent gets a fresh interaction before the new slot — no duplicate.

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What’s next