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.

The following table describes the features of Viber messages.

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.

You can reply to Viber messages by writing text (1), selecting a standard response message template (2), and including attachments (3).

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.

To complete a message, click Archive. From the Select a wrap-up code panel, click a wrap-up code, then click Assign.

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.