--- title: "Viber interactions" slug: "viber-interactions" description: "Use the Viber channel to exchange messages with your contacts." updated: 2024-01-19T16:16:50Z published: 2024-01-19T16:16:50Z canonical: "docs.voiso.com/viber-interactions" --- > ## Documentation Index > Fetch the complete documentation index at: https://docs.voiso.com/llms.txt > Use this file to discover all available pages before exploring further. # Viber interactions **Who should read this article**: Agents Use the Viber channel to exchange messages with your contacts. ## Introduction If the Viber channel is assigned to you in the Omnichannel Workspace, you can receive Viber interactions from contacts in your **Inbox** and reply to them. You might also be permitted to send Business-initiated messages to contacts. ## Viber interactions You handle Viber interactions using your **Inbox**. ![Omnichannel%20Workspace%20Viber%20Channel%20Overview](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Omnichannel%20Workspace%20Viber%20Channel%20Overview.png) The following table describes the features of Viber messages. | # | Feature | Description | | --- | --- | --- | | 1 | Inbox icon | Click the **Inbox** icon to view and handle your Viber interactions. Viber interactions have the Viber icon next to the contact ID or number, and your messages in the transcript are green. | | 2 | Status menu | Use the [Status menu](/v1/docs/agent-panel-getting-started#status-menu) to set your availability status. | | 3 | Active | Your active and recently completed interactions. Click an interaction to view the transcript and send messages. | | 4 | Initiated | Interactions you initiated, but the contact has not yet responded to. | | 5 | New interaction button | Click to initiate a new interaction with a contact. | | 6 | Agent Panel | The **[Agent Panel](/v1/docs/agent-panel)**. Click the double arrow to expand it to handle voice calls. | | 7 | Archive button | Click to complete an interaction and assign a [wrap-up code](/v1/docs/agent-getting-started-omnichannel-workspace#wrapup-codes). | | 8 | The **Forward** button | Click **Forward** to redirect the interaction to a different agent or queue. | | 9 | Message transcript area | This area contains a transcript of active and recently completed interactions. Contact messages are on the left, and your messages, in purple, are on the right. System messages and notifications are displayed in the center of the transcript. Time to first response, Time to resolution, and Time to reply [Service Level timers](/v1/docs/agent-getting-started-omnichannel-workspace#service-level-timers) are displayed above the transcript. | | 10 | Message composition area | Use the [Message composition area](/v1/docs/agent-getting-started-omnichannel-workspace#message-composition-area) to write and send messages, send standard response message templates, and attach files. You can format text as plain, bold, or italic. | ## User-initiated messages Viber users may initiate an interaction with your organization by sending a message using the Viber app. Viber user-initiated conversation sessions begin when a Viber user sends a message to your organization's Viber business account. Viber conversation sessions last for 24 hours or up to 60 messages sent by you, whichever comes first. Viber lets you send a maximum of 10 consecutive messages without receiving a response from the Viber user. Additional messages are blocked until the contact responds. A notification is displayed on your workspace when a Viber interaction is directed to you. Click **Answer** to add the interaction to your **Inbox**. ![Omnichannel%20Workspace%20Inbound%20Viber%20Interaction%20Notification](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Omnichannel%20Workspace%20Inbound%20Viber%20Interaction%20Notification.png) You can reply to Viber messages by writing text (1), selecting a standard response message template (2), and including attachments (3). ![Omnichannel Workspace Social Message Composition Area](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Omnichannel%20Workspace%20Social%20Message%20Composition%20Area.png) Viber supports the following attachment file types: - Photos (.jpg, .jpeg). Use a URL for any other image type, including gif. - Videos (.MP4, .H264). Use a URL for any other video type. - All other file types are supported as attachments (except for executables). Write your message in the message composition area (1), format the text with bold and italic styles (4), then click **Send** (5) or press **Return** to send your message. The Viber app enables contacts to attach certain file types to send to you. You can view attachments sent by your contact by clicking the **Download** icon on the attachment message. Open the file on your desktop. ![Omnichannel%20Workspace%20Attachment%20Icon%20in%20Viber%20Message](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Omnichannel%20Workspace%20Attachment%20Icon%20in%20Viber%20Message.png) To complete a message, click **Archive**. From the **Select a wrap-up code** panel, click a wrap-up code, then click **Assign**. ![Omnichannel%20Workspace%20Archiving%20A%20Viber%20Interaction](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Omnichannel%20Workspace%20Archiving%20A%20Viber%20Interaction.gif) ## Business-initiated messages Viber allows organizations to send business-initiated messages to Viber users. Viber offers two types of business-initiated messages: transactional (text) and promotional (text, image, and file). Examples of transactional messages include account charges, booking confirmations, and feedback forms. Examples of promotional messages include offers and promotions. Business-initiated messages have a 48-hour lifetime. After the first 24 hours, you are notified that the message will be archived automatically if the contact does not respond within 24 hours. When the contact responds, a Viber conversation session is automatically initiated. To send a business-initiated message to a Viber user, follow these steps: 1. Click the **Send message** button to display the **Send message** panel. 2. Select a Viber channel from the **From** menu. 3. Enter the Viber phone number of the contact in the **To** field. 4. Write a message in the **Message** field. 5. Optionally, browse to add an attachment or drag and drop a file to the **File** area. 6. Click **Send**. The interaction is added to the **Initiated** tab. The session remains in the **Initiated** status for up to 48 hours. The interaction is automatically archived if the contact does not respond within 48 hours. 7. When the contact responds, the interaction moves to the **Active** tab. You can now correspond with the contact. 8. Click **Archive** to complete the interaction. 9. Select a wrap-up code and click **Assign**. ![Omnichannel%20Workspace%20Sending%20A%20Viber%20Business-initiated%20Message%20Masked](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Omnichannel%20Workspace%20Sending%20A%20Viber%20Business-initiated%20Message%20Masked.gif) ## Related - [Omnichannel Workspace](/agent-guide-omnichannel-workspace.md) - [Getting started](/agent-getting-started-omnichannel-workspace.md)