Email / SMS
Email and SMS notifications are supported on Genesys Cloud when SMS and email credentials are provisioned (SMS number and email domain). Talkdesk does not send Email/SMS notifications; it relies on webhook delivery only.
Participant Notifications
| Type | Description | Recipient(s) |
|---|---|---|
| CREATE | Sent when an appointment is created. If Automatically activate an appointment is enabled (default), the customer join link is available to templates. | Customer |
| RESCHEDULE | Sent when an appointment's scheduled time is updated. | Customer |
| CANCELLED | Sent when an appointment is cancelled. | Customer |
| REMINDER | Sent at configured offsets before the appointment (about a 1-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 Email/SMS notifications; only webhook subscribers receive update payloads.
Automatically activate an appointment is enabled by default. In the UI, once it is enabled and saved, the option is no longer shown for that application. For legacy apps where it is off, the toggle remains available so it can be enabled. When Automatically activate an appointment is off, appointments remain scheduled until they are explicitly activated.
When Automatically activate an appointment is on, appointments activate immediately when scheduled and ROOM/invite notifications are not sent; reminder notifications still send at their configured offsets.
ROOM/invite notifications are scheduled based on the configured ROOM offset (relative to the appointment start time). If the scheduled send time is missed, the service retries only within the next 5 minutes after that scheduled time. If the 5-minute retry window is exceeded, the invite is skipped and will not be sent later.
Reliability and retries
Delivery attempts retry with backoff and stop after a small, configurable number of attempts. Client/auth errors (400/401/403/404) do not retry. Manual retry is available only for the most recent failure entry. Reminder notifications send at their configured offsets with about a 1-minute tolerance and are not replayed if missed. Pending reminders/invites are cancelled once the call starts or the appointment is rescheduled.
Notification settings
Notifications are controlled by two flags: a global organization setting and a per-appointment setting captured at scheduling time. An appointment sends notifications only if notifications were enabled when it was scheduled and notifications are currently enabled globally.
| Appointment notifications (captured at scheduling) | Current global notifications | Notification sent? | Notes |
|---|---|---|---|
| Enabled | Enabled | Yes | Sends as configured. |
| Enabled | Disabled | No | Blocked by the current global setting. |
| Disabled | Enabled | No | Notifications were off at scheduling time and remain off for this appt. |
| Disabled | Disabled | No | Disabled in both places. |
Disabling notifications globally stops all notifications immediately. Re-enabling notifications later resumes future notifications only for appointments that were captured as enabled at scheduling time; missed notifications are not sent retroactively.