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Set Up Viber

This guide takes you from an empty Daktela instance to answering Viber chats in Daktela. It builds the pieces in the order they depend on each other.

If you haven't yet, read How Viber Works first β€” it explains what each piece does and how a chat travels through them.

The whole setup:

  1. Create your Viber bot account
  2. Create the Viber queue
  3. Add agents to the queue
  4. Define your business hours
  5. Create a terminate target for offline chats
  6. Create the time condition
  7. Create the connector
  8. Apply the configuration and test

1. Create Your Viber Bot Account

Your business talks to customers on Viber through a bot account. Creating one happens outside Daktela:

  1. Install the Viber app and create an account, then log in to the Viber Admin Panel.
  2. Fulfil Viber's application form to create a bot β€” Viber's team reviews the application before you can finish the registration.
  3. Create the bot, then copy your Token β€” you will paste it into the connector in step 7. Customers can reach you via the bot's QR code.
  4. Publish the bot so it appears in Viber searches.

The full walkthrough with screenshots is in Viber Connector – Set up Your Viber Bot Account.

2. Create the Viber Queue

  1. Go to Settings β†’ Routings β†’ Queues and click Add new, then select Viber.
  2. Fill out the Unique queue number and the Title (e.g. "Viber – Support").
  3. Click Save.

Every field is described in the Viber Queue reference.

3. Add Agents to the Queue

Info

Agents get queues only through their profiles: this dialog and the Queues area of a profile are two views of the same setting. If you have already given the queue a log-in type in your profiles, this step is done. Setting up Daktela for the first time? Set Up Your Contact Centre shows where queues, profiles and users fit in.

  1. In the queue list (Settings β†’ Routings β†’ Queues), find your new queue and click Change in the Agents column.
  2. Check (tick) the profiles that should have access to the queue β€” this is how agents are assigned, via the profiles they hold.
  3. Select a Priority for each profile (10 – highest, 0 – lowest) and a Login type β€” Automatic is a good default.

See Queue Basics – Assign Agents to a Queue for all the options, and Distribution Strategies for how priorities drive who rings when.

4. Define Your Business Hours

  1. Go to Settings β†’ Workflows β†’ Time groups and click Add new.
  2. Fill out the Title and add an Open definition for each working period β€” e.g. 9:00–17:00, Monday–Friday.
  3. Click Save.

See Time Groups for holidays, linked groups and common pitfalls.

5. Create a Terminate Target for Offline Chats

  1. Go to Settings β†’ Routings β†’ Viber β†’ Terminate and click Add new.
  2. Fill out the Title and select the Disconnection cause (internal only).
  3. In Queue, select the Viber queue from step 2 β€” this is what makes missed chat notifications work.
  4. Optionally select an Auto response template and set Answered.
  5. Click Save.

The full field reference is in Terminate.

6. Create the Time Condition

  1. Go to Settings β†’ Routings β†’ Viber β†’ Time conditions and click Add new.
  2. Fill out the Title, select the Time group from step 4.
  3. In If time matches, select Queue and choose the Viber queue from step 2.
  4. In If time does not match, select Terminate and choose the target from step 5.
  5. Click Save.

See Time Conditions for the other routing targets you can use here.

7. Create the Connector

  1. Go to Settings β†’ Routings β†’ Viber and click Add new.
  2. Fill out the Title and Description.
  3. In API Token, paste the token from your Viber bot (step 1). Leave URL empty β€” it is not used.
  4. In Next destination, select Time condition and choose the time condition from step 6.
  5. Set Allow attachments and click Save.

All connector fields are described in the Viber Connector reference.

8. Apply the Configuration and Test

  1. Back in Settings β†’ Routings β†’ Viber, click Apply configuration changes in the top right corner.
  2. Test the online path: with an agent logged in to the queue and in the Ready state during business hours, message your Viber bot (e.g. via its QR code) and check that it rings the agent.
  3. Test the offline path: outside business hours, check that the chat ends via your terminate target and shows up as a missed activity in the queue.

Warning

Every later change to connectors, time conditions, automessages, decision trees, chatbots or terminate targets needs Apply configuration changes again.

Go Further

Not Working?

  1. Nothing arrives? Click Apply configuration changes in Settings β†’ Routings β†’ Viber β€” routing changes stay in a working copy until you do.
  2. Always the offline path? Check the time condition has a time group selected and that the time group covers the current time.
  3. Conversations don't ring? In Realtime, check an agent is logged in to the queue, Ready and not on a pause.
  4. No missed conversations to follow up? The terminate target must have your queue selected, and Missed activities must be on in the queue.
  5. Messages don't arrive at all? Check the API Token in the connector matches your Viber bot.

More checks, by symptom, are in Troubleshooting.