Editing the event calendar information

When a meeting has been booked within Pexip Engage or using the Engage plugin, both the Agent and the customer can add the appointment to their calendar as an event. As an Administrator, you can edit the information that appears in the events that can be added. You do this using calendar event templates.

When and how are calendar events added?

  • For Agents, whenever an appointment is made in Pexip Engage or via the Engage plugin, a corresponding calendar event will automatically be added to their synchronised work calendar.
  • For customers, the confirmation page in the Engage plugin and in the confirmation email they receive will contain Add to my Calendar links which they can use to download the calendar event to their calendar of choice.

Viewing and editing templates

There are eight templates for each language your Engage Backoffice supports: each of the four meeting types has a different template for Agents and for customers. You can edit each of these individually.

When editing a template, saving the changes will have immediate effect. Therefore we strongly advise you to test any changes in your staging environment first. To test your changes, synchronise your calendar and book a meeting with yourself as the Agent. Then open and check the appointment that is added to your synchronised calendar.

To view or edit the templates:

  1. From the left panel, select Organisation.
  2. From the Settings section, select Calendar event templates.

    You see a list of all the available templates. For each supported language, there are two templates per meeting type — one for Agents and one for customers.

    To filter the list by meeting type, whether or not the template has been customized, or by Agent or customer, select the Filters button at the top right of the page.

  3. Select the template you wish to edit. A panel opens on the right showing the fields currently in use for the template:

  4. To edit the template, toggle the Customized button to On and make your changes.

    You can do any of the following:

    • Change the order of the text and variables (to do this, copy and paste the text, including the {{ }})
    • Add spaces and line breaks within the body (in the Description field)
    • Add your own text
    • Delete the fields that are not relevant.

    You cannot apply formatting to the text.

    For a full list of variables you can use, see Supported variables.

  5. Select Save.

Any new events created from now on will use the customised template.

Supported variables

You can use any of the following variables in the Title or Description fields of the template. These must be contained within {{ }} when used in the template:

'enterprise.name' 'customer.full_name' 'metadata'
'subject.title' 'customer.first_name' 'office.address'
'subject.description' 'customer.last_name' 'appointment.url'
'subject.instructions' 'customer.email' 'meeting_type'
'contact.full_name' 'customer.phone' 'video_url'
'contact.first_name' 'customer.language' 'video_url_for_contact'
'contact.last_name' 'customer.company' 'video_url_for_customer'
'contact.function' 'customer.external_id' 'duration
'contact.email 'customer.location' 'notes'
'contact.phone' 'questions' 'listing.title'


In the following example, we have added text before the variables for the customer's email address and full name:

e-mail: {{customer.email}}
Customer: {{customer.full_name}}

This will display in the calendar event as (for example)

e-mail: edmund.blackadder@customer.com
Customer: Edmund Blackadder