> ## Documentation Index
> Fetch the complete documentation index at: https://docs.apifycloud.io/llms.txt
> Use this file to discover all available pages before exploring further.
# Genesys Cloud integration
> How Scheduled Calls plugs into Genesys Cloud for agents working in a Genesys environment
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.
## 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.
## 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.
## 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.
The feature applies only to **video apps**. Customers whose Genesys
tenant doesn't have Open Messaging configured can't use this layer.
## 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.
## 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.
## What's next
The full reminder lifecycle (customer-facing reminders are
separate from the Genesys dispatch).
How state changes propagate to Genesys.