Video session scheduling

Setting up live video calls is where an agent starts. When a booking request reaches the queue, it reads the requested time and participant list, checks them against a customer-approved scheduling rule, and creates or reschedules the LiveSwitch session where the connector and account permissions allow. Confirmed sessions are written back with their join details so hosts and guests share one record. Requests that clash with an existing booking, fall outside permitted hours, or name someone the account does not recognize get routed to a person, who decides whether to accept, adjust, or decline the session.

Call outcome recording

Once a call wraps, an agent can open the session record and note what happened. It reads whether the call connected, how long it lasted, and any recording reference the account exposes, then applies an approved rule to file that outcome against the right contact or case. Completed calls are updated with status and short notes so later teams keep the context. A session that never started, shows no recording where one was expected, or ends far sooner than booked is left as is and handed to a human for a closer look.

Attendee reminders

Reminding attendees before a session keeps no-shows down. Ahead of a scheduled LiveSwitch call, an agent reads the guest list and start time, then follows an approved rule to prepare reminder messages through whatever channel the account supports. It marks each record with when the nudge went out so nobody is contacted twice. Guests with missing or malformed contact details, sessions that were quietly cancelled, or reminders that keep bouncing are surfaced to a person, who fixes the detail or decides to reach the attendee another way before the meeting.