This article assumes that you have properly installed SightCall Appointments package in your Salesforce tenant per SightCall for SFDC Lightning Scheduler Configuration Guide.
SightCall Appointments package is the bridge between SightCall platform and Salesforce Lightning Scheduler feature that allows the generation of SightCall invitation link for every Scheduled Service Appointment (SA) within Salesforce. Once the SightCall Appointments package is installed, it will monitor the Salesforce SA object in question to see if it meets the criteria configured in the https://<yourdomain>.lightning.force.com/apex/Appointment_Setup. If it meets the criteria, then the package will automatically generate the Agent Appointment Link and Guest Appointment Link, which are basically the link to enter the Appointment Waiting Room.
The followings are few Frequently Asked Questions around the Appointment Waiting Room:
- Who should enter the Waiting Room first? What will happen if the Guest enters the Waiting Room first before the Agent?
Answer: It can be either the Agent or the Guest. The order doesn't matter.
- Once the Agent and the Guest join the call session successfully, what will happen if the Agent accidentally refreshes the Salesforce browser tab?
Answer: The call session will be disconnected.
- Can the same Agent Appointment Link and Guest Appointment Link be reused if the call gets disconnected?
Answer: Yes as long as the Salesforce SA Scheduled Time has not passed (expired).
- Can the Agent send a new SightCall invitation link to the Guest outside the Appointment Waiting Room?
Answer: Yes. The Agent can send a new SightCall invitation link to the Guest via SMS or Email from the SightCall Widget menu, which is outside the Appointment Waiting Room.