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How Viber Works

Viber lets customers who message your Viber bot talk to your agents directly from Daktela. Before you set it up, it helps to understand the pieces involved and how a chat travels through them β€” each piece is set up on a different screen in Daktela, but they only work together.

When you are ready to build, follow Set Up Viber β€” it takes you through all the steps in the right order.

The Journey of a Chat

flowchart LR
    customer["Customer messages<br>your Viber bot"] --> connector["Connector<br>(Viber API token)"]
    connector --> tc{"Time condition:<br>are you open?"}
    tc -- "Yes" --> queue["Queue"]
    tc -- "No" --> terminate["Terminate<br>(offline)"]
    queue --> agents["Agents"]
    queue -- "No agent answers" --> terminate
    tc -. "optional" .-> auto["Automessages"]
    auto -.-> queue
    connector -. "optional" .-> bot["Decision tree<br>or chatbot"]
    bot -.-> queue
  1. A customer sends a message to your Viber bot (found via search or your QR code). Daktela receives it through a connector linked to the bot by its API token.
  2. The connector sends the chat to its Next destination β€” usually a time condition that checks your business hours.
  3. During business hours, the chat lands in a queue, which rings your agents according to its distribution strategy.
  4. Outside business hours β€” or when no agent answers in time β€” the chat is routed to a terminate target, which can log the chat as missed so you can follow up.
  5. Optionally, you can insert automessages or a decision tree/chatbot anywhere in the chain.

The Building Blocks

Building block What it does Where to set it up
Viber bot account Your business's presence on Viber β€” created in the Viber Admin Panel, provides the API token and the QR code customers use to reach you. partners.viber.com
Connector The link between your Viber bot and Daktela (via the API token). Its Next destination starts the routing chain. Settings β†’ Routings β†’ Viber
Time condition Routes the chat to different targets depending on date and time, using a time group. Settings β†’ Routings β†’ Viber β†’ Time conditions
Queue Holds waiting chats and distributes them to agents according to the distribution strategy. Settings β†’ Routings β†’ Queues
Agents The users whose rights have access to the queue. Settings β†’ Routings β†’ Queues, Agents column
Terminate Defines how a chat ends and whether it counts as answered or missed. Settings β†’ Routings β†’ Viber β†’ Terminate
Automessages Automatic messages sent to the customer while they wait. Settings β†’ Routings β†’ Viber β†’ Automessages
Decision tree Daktela's built-in chatbot (currently in Beta for Viber). Settings β†’ Routings β†’ Viber β†’ Decision trees
Chatbot A connection to a third-party chatbot. Settings β†’ Routings β†’ Viber β†’ Chatbots

Info

Changes to connectors, time conditions, automessages, decision trees, chatbots and terminate targets only take effect after you click Apply configuration changes in the top right corner of the routing overview.

Before You Start

  • Administrator access to the Settings section of Daktela.
  • A Viber account and an approved Viber bot β€” the setup guide walks you through creating one (Viber reviews bot applications, so allow for their feedback loop).
  • Your business hours β€” when the chat should be online.
  • A list of agents who will answer chats.

Ready? Continue to Set Up Viber.