Viber messaging channel setup
Handle Viber bot and business messages in INSIDE through the connection provider selected for your account.
What it is
Viber brings customer messages into INSIDE through a direct bot connection or a messaging provider. The selected provider and integration type determine which content and delivery updates are available. Customers continue using Viber while your operators reply in INSIDE.
Who uses it and why
- Operators answer messages and review delivery or read status when available.
- Administrators arrange the provider connection with Powerfront and decide how a native bot greets customers.
- Visitors message your Viber bot or business account.
Where to find it
Open a Viber conversation to read and reply. Powerfront manages Viber under Settings › General Settings › Integrations.
How it works
For a native bot, INSIDE handles customer messages, conversation openings, subscriptions and unsubscriptions. Supported incoming content includes text, pictures, video, files, links, locations, contacts and stickers. Repeated notifications for the same native message are checked to avoid duplicate imports.
A native bot can send the configured Welcome Message when a customer first opens the conversation. An empty greeting sends nothing.
Infobip has separate connections for bot and business messaging. Its bot handler accepts text and files; its business handler also has image and video handling. Other incoming content may appear as descriptive text. These paths do not provide every native Viber content type.
Your replies use the selected connection's supported formats. Provider delivery, seen and failure notifications update the matching messages in INSIDE.
Configure it
Ask Powerfront to select Provider and Integration Type and enter the Sender ID. New accounts default to Native Viber and ChatBot.
For a native bot, Powerfront supplies Bot Token and Bot Name. Bot Avatar URL and Welcome Message are optional. For Infobip, Powerfront supplies Infobip Base URL and Infobip API Key and selects the bot or business connection.
Powerfront can also change Business Hours, Virtual Assistant, Post Chat Survey and Service Levels. See the Vonage article for that provider's setup.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Enable Viber Integration | Settings › General Settings › Integrations | channel | On in the new-account editor; Off if absent from a saved account | Powerfront | Enables the selected Viber connection. |
| Provider | Settings › General Settings › Integrations | channel | Native Viber | Powerfront | Selects Native Viber, Infobip or Vonage to carry messages for this account. |
| Integration Type | Settings › General Settings › Integrations | channel | ChatBot | Powerfront | Selects ChatBot or Business Messages and changes the account's message formats and connection requirements. |
| Welcome Message | Settings › General Settings › Integrations | channel | Not set | Powerfront | Sends a greeting when a customer opens a native bot conversation before subscribing. Leaving it empty disables the greeting. |
Fields
| Field | Where | Required | What it is for |
|---|---|---|---|
| Name | Settings › General Settings › Integrations | Yes | Identifies the Viber account in INSIDE. |
| Sender ID | Settings › General Settings › Integrations | Yes | Identifies the Viber sender used to select the account for incoming messages. |
| Bot Token | Settings › General Settings › Integrations | No | Authenticates a native bot and verifies its incoming notifications. |
| Bot Name | Settings › General Settings › Integrations | No | Supplies the native bot's display name. |
| Bot Avatar URL | Settings › General Settings › Integrations | No | Supplies an optional avatar image for the native bot. |
| Infobip Base URL | Settings › General Settings › Integrations | No | Identifies the Infobip account connection. |
| Infobip API Key | Settings › General Settings › Integrations | No | Authenticates the Infobip connection. |
Limits and good to know
- Ask Powerfront to set the native connection to ChatBot. Vonage also requires ChatBot in this release.
- Native bot display names are shortened to 28 characters when sent. Picture captions are shortened to 768 characters in the native and Infobip send paths.
- The Welcome Message editor accepts up to 7,000 characters.
- A delivery notification and a seen notification are different events. A missing seen update does not prove that delivery failed.
- Location requests, authentication requests, outgoing typing indicators and reactions are unsupported.
Depends on and works with
+1 more · this feature uses
- Vonage connection for ViberConfigured by
Choosing Vonage selects its Viber transport, credentials and notification verification.
View all connections as a list
This feature uses
- Website, channel and subsite accessConfigured by
Operator website and channel access controls conversation access.
- Message delivery and read receiptsEnhances
Delivered, seen and failed notifications update message status.
- Attachments in conversationsEnhances
Supported media can be exchanged in the conversation.
- Messaging channel connectionsRequires
Viber messaging needs a connected business account and its authorisation.
- Messaging conversationsRequires
Each conversation retains the Viber sender account and customer identity.
- Webhooks and message statusRequires
Provider notifications import messages and delivery or read updates.
- Virtual Assistant tasks in messaging channelsEnhances
Automated questions use the formats supported by the selected Viber connection.
- Post-chat surveys in messaging channelsEnhances
The account can enable a post-chat survey.
- Vonage connection for ViberConfigured by
Choosing Vonage selects its Viber transport, credentials and notification verification.
Used by
- Webhooks and message statusConfigured by
The selected Viber provider and account credentials determine callback routing and verification.
- Vonage connection for ViberRequires
Vonage messaging is selected within a Viber account.
FAQ and troubleshooting
Why doesn't our native bot send a greeting?
Ask Powerfront to check Welcome Message. It must contain text, and the greeting is tied to the conversation-opening event before subscription.
Why does content behave differently after changing provider?
Native Viber, Infobip and Vonage use different message formats and inbound handlers. Ask Powerfront to check the content types supported by the selected connection.
Why are native bot messages not arriving?
Ask Powerfront to check Sender ID, Bot Token, the enabled connection and notification registration. The native connection rejects notifications that fail signature verification.
Why is a message marked as failed or still unread?
INSIDE uses the updates supplied by the provider. Review any failure message and ask Powerfront to check provider delivery reports if the status does not progress.