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.

Creating a Viber bot account

You can create a bot account at this link.

Once you have created the bot account, you will get an API key, which you will need in order to link the bot to Planfix:

Linking a bot or public Viber account to Planfix

Step 1: Copy the API key of your public account or bot account in the Viber app.

Step 2: In Planfix, go to Account management / Integrations / Messengers (available for account administrators). Click Viber:

In the panel that opens, click Add public account and paste the API key in the field that appears:

After you have added the key, your account will be linked to Planfix.

Using Planfix to manage messages from Viber users

A user's first message.

When a Viber user writes a message to your account for the first time, the following will happen in Planfix:

• A contact card will be created for this user, with their name and avatar from Viber
• A new task will be created, where the user will be the assigner and their message will be the task text.

In the integration settings, you can select templates that will be used to create contacts and tasks for messages from Viber:

Each subsequent message from this user will be added to their task as a new action. All types of message content are added: text, photos, geotags, contacts, doodles.

Your responses in Planfix where the user is highlighted in the "Notify" section will be sent to them on Viber. In addition to the message text, any files attached to the message will be sent, including images.

Additional integration settings

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

Using this option means a new task will be created if there is no active task (with any active status) with this client:

By default, this checkbox is checked. When the checkbox is checked, a new task will be created if the previous task with this client has been deleted or completed, or is inactive. In this case, a link to the previous task will automatically be added to the description of the task created:

When the checkbox is unchecked, all messages from the client will be sent to the original task with this client, regardless of its current status.

• Send messages using an employee's name

By default, clients receive Viber messages from your public account. If this setting is used, clients will receive notifications from the specific employee who writes to them in Planfix.

Go To

• Integrations
• Account Management
• Feature Description