# Viber messaging channel setup

Handle Viber bot and business messages in INSIDE through the connection provider selected for your account.

*Release 3.3 · admin, operator, visitor*

**Settings › General Settings › Integrations**

## 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, on request | Enables the selected Viber connection. |
| Provider | Settings › General Settings › Integrations | channel | Native Viber | Powerfront, on request | Selects Native Viber, Infobip or Vonage to carry messages for this account. |
| Integration Type | Settings › General Settings › Integrations | channel | ChatBot | Powerfront, on request | 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, on request | 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

### This feature uses

- **Requires** [Messaging channel connections](CHN-001.md): Viber messaging needs a connected business account and its authorisation.
- **Requires** [Messaging conversations](CHN-002.md): Each conversation retains the Viber sender account and customer identity.
- **Requires** [Webhooks and message status](CHN-003.md): Provider notifications import messages and delivery or read updates.
- **Configured in** [Website, channel and subsite access](ADM-009.md): Operator website and channel access controls conversation access.
- **Configured in** [Vonage connection for Viber](CHN-017.md): Choosing Vonage selects its Viber transport, credentials and notification verification.
- **Works better with** [Message delivery and read receipts](CHAT-003.md): Delivered, seen and failed notifications update message status.
- **Works better with** [Attachments in conversations](CHAT-018.md): Supported media can be exchanged in the conversation.
- **Works better with** [Virtual Assistant tasks in messaging channels](CHN-004.md): Automated questions use the formats supported by the selected Viber connection.
- **Works better with** [Post-chat surveys in messaging channels](CHN-005.md): The account can enable a post-chat survey.

### Used by

- **Required by** [Vonage connection for Viber](CHN-017.md): Vonage messaging is selected within a Viber account.
- **Configures** [Webhooks and message status](CHN-003.md): The selected Viber provider and account credentials determine callback routing and verification.

## 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.