The Mutual Request feature in Cadence helps identify when multiple team members have scheduled appointments with the same customer, allowing for better coordination and preventing double-booking. Through the Appointments Menu › Settings section, you can enable email notifications that automatically alert organizers and schedulers when mutual requests are created, streamlining the process of identifying and resolving overlapping meeting requests.
When to use
When multiple team members need to meet with the same customers
When coordinating appointments across different departments
When consolidating similar meetings to respect customers' time
When preventing accidental double-booking of important contacts
Before you start
You must have System Administrator or Event Manager permissions to enable mutual request notifications. This feature is available for Premium and higher license types.
How to do it
Navigate to your event dashboard in Cadence.
Click on "Appointments" in the left sidebar menu.
Select "Settings" from the dropdown menu.
Scroll down to find the "Enable Mutual Request Email" option.
Toggle on the setting to activate mutual request notifications.
When enabled, organizers and schedulers will receive email notifications whenever appointments are created for the same customer, making it easier to identify potential meeting consolidation opportunities.
Save your changes by clicking the "Save" button at the bottom of the page.
Create a new appointment with a customer to test the feature.
Create another appointment with the same customer but different organizers.
The system will automatically identify these as mutual requests and send notification emails to all involved organizers and schedulers.
Check your email for the mutual request notification.
Review the appointment details in the notification, including objectives, topics, and custom fields.
The notification includes a "View Appointment" link for each mutual request, allowing quick access to appointment details.
Coordinate with other organizers to determine if appointments should be merged.
Merge appointments if appropriate by using the "Merge Appointment" option in the appointment details.
Troubleshooting
If mutual request emails are not being received:
Verify that the "Enable Mutual Request Email" setting is turned on
Check that appointments have the same customer (exact name and email match)
Ensure organizers and schedulers have valid email addresses in their profiles
Check spam or junk folders for the notification emails
Related links
How to merge appointments
How to create appointment templates
How to check for scheduling conflicts when adding attendees