Viber

You can integrate Viber chatbots with Planfix to efficiently receive and process customer messages.

Important notice: As of February 5, 2024, Viber has updated its policies for creating chatbots — it is now a paid feature. However, if your chatbot was created before this date, it will continue to function under the previous terms.

Features

• Conveniently manage customer requests from Viber within the unified Planfix interface.
• Automatic storage of customer contact information.
• Quick replies are available to efficiently respond to frequently asked questions.

How to create a chatbot in Viber

• Submit a form to create a bot in Viber.
• The Viber team will reach out to you to discuss the next steps.
• Once your inquiry is approved, you will receive an API key that you will need to integrate with Planfix.

How to connect a chatbot to Planfix

• In Planfix, go to the Account management - Integrations - Messengers.

• Open Viber and add a public account. In the window that appears, paste the API key you received from the Viber team.

In the same window:

• Select templates for creating contacts and tasks.
• Specify additional users that are included in the communication as assignees.

Once the key is added, your account will be connected to Planfix.

Additional settings

In addition to the main integration settings, the following additional settings are available:

• Create a new task if there are no active tasks with this contact.

If this option is enabled, a new task will be created if the contact's previous task has been deleted, completed, or is inactive. A link to the previous task is automatically added to the description of the new task.

• Send messages on behalf of another user.

With this option, the customer receives the notifications personally from the employee who wrote the message in Planfix.

How the integration works

To send a message to your Viber bot account, the user must follow a special link in which {botname} is replaced by the name of your bot's name:

viber://pa?chatURI={botname}

For example, here is the link to our support bot:

viber://pa?chatURI=planfix

• When a Viber user sends a personal message for the first time, a new task is created in Planfix with the customer as the assigner of the task.
• The assignee will be the employee specified in the task template for the integration.
• The system will assign the account owner or employee configuring the integration if no assignee is specified.

• Each additional message from the user is added to their task.
• If the user is mentioned in the "Notify", your replies in Planfix will be sent to the user in Viber, including the message text and attached files.

Limitations

• Public chats in Viber are not supported.
• You can only get the customer's phone number if they provide it in the dialog.

Go To

• Integrations
• Account Management
• Feature Description