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Table of Contents

Viber Integration with XCALLY

Note

Starting from 5th February 2024, the method of bot creation has changed and you need to contact Viber team to create a new one. You need to fill in the form at this link to submit an application to the Rakuten Viber team for the creation of a Viber bot: https://share.hsforms.com/12pxGHMtAS3yq_3KcxQ6g1A4fpwx

 XCALLY Motion enables you to integrate Viber as a New Channel, using the Open Channel.

Customers can interact with your Agents, sending and receiving direct messages, from your Viber Official Account.

Agents are able to receive the incoming messages on a special Viber Queue and to reply from the XCALLY Motion standard GUI.

To make the Integration work, you need to configure your Viber Account and your XCALLY Motion.

Let’s see how to configure Viber Integration!

Requirements

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The Plugin for the Viber Integration requires:

  • XCALLY Motion must be accessible to the public network with a valid HTTPS certificate

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    ☑️ The Motion instance must have a public address accessible via HTTPS. For security reasons we strongly recommend to use a Reverse Proxy → find out more

    ☑️ Access to a Viber developer Account, a bot and a channel.

    Viber Account Configuration

    Follow these steps to create a Viber Account and enable its integration with XCALLY Motion:

    • Register to Viber by downloading the app for your phone on your app store

    • Register as a developer account by logging in https://partners.viber.com/login

    • In your developer console, create a Bot Account:

    • At the end, the Account will be created as in the following example:

    • Save the Bot Token. We will need them to setup the Viber plugin.

    Now your Viber Account is completed!

    Info

    For further Viber documentation, click here.

    XCALLY Configuration

    In this section you’ll see how to install and configure the XCALLY Motion Viber Plugin interface, in order to let your Agents interact with Viber users.

    In this phase of the process, you need to access your XCALLY Motion as Admin.

    Setup Viber Account

    • Access the Open Channel Section:

    • Create a new Open Channel Account in your XCALLY Motion, clicking on the plus button and filling the fields:

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    Name: choose a name for your Viber Account

    Key: enter a specif key (it must different for each channel)

    Reply URL: http://localhost:3007/api/from-motion-to-Viberviber , where 3007 must be replaced with the port used for the plugin. This URL is going to be used by Open Channel to answer to the interactions.

    List: Choose the List where the new contacts will be saved in the Contacts Manager. If a contact is already present in the List, the new interaction will be associated and reported in the Customer Journey. 

    Description: (Optional) Describe to which bot the channel is associate.

    To configure the Viber Account:

    • Select the Viber Account in the list of Openchannel Accounts, click on the (blue star) button and Edit it:

    • Check the information and complete the Viber Account configuration:

    On the top of the screen, you can see the ID Account (the number that follows the # ).

    • Save the Receive URL. We’ll need it to setup the Viber plugin.

    • Save the Token. We’ll need it to setup the Viber plugin.

    Setup Viber Queue

    In order to have Agents receive notifications from the Viber Account and manage interactions, you need to configure a specific Queue.

    Follow the next steps:

    • Create a new Open Channel Queue, as Viber Queue.

    • Add Agents or Teams to the Viber Queue.

    • Associate he Viber Queue to the Viber Account.

    Please refer to this documentation to complete this phase of the process.

    Generate API Key

    Plug-ins, as Viber, are connected to XCALLY Motion through the API Key.

    • To generate the API Key, go to the Staff section and open the User section

    • Select your Admin user and press on the three dots button to Edit it:

    • Click on the API Key Manager Icon:

    • Generate the API KEY, clicking on GENERATEbutton:

    • Save the API Key. We will need it to setup the Viber plugin.

    Upload the Plugin to XCALLY Motion

    It is necessary to upload the plugin.

    • After the upload, you will find it in the list of the uploaded App Zone Plugins:

    • To Install the plugin, click on (blue star)  button, and click Install plugin:

    • Click on the (blue star) button to edit the plugin. Select in the Sidebar field how/to whom this integration must be shown in the menu (default value: Admin Only)

    Now your Viber Plugin is active!

    Note

    XCALLY Motion does not support two or more identical plugins, concurrently active. For more information, please contact us via Support Portal.

    Setup Viber Plugin

    To configure the Plugin for Viber, access the Plugins section and select Viber Openchannel.

    • Fill and check the fields:

    Plugin config

    Motion API Key: Insert the API Key previously saved.
    Plugin port: Plugin port (choose a different port for each plugin)
    Map Key: Insert a key to map the plugin
    Receive URL: Insert the Receive URL previously saved.
    Public motion server address: Enter the public XCALLY Motion URL
    Proxy token: If necessary, insert the proxy token

    Viber config

    Authentication token: Insert the Viber Bot Authentication Token previously saved.
    Profile name: Choose a Profile Name.
    Profile picture url: Choose a Profile picture and insert its URL here.

    Message config

    Messages configAutomatic response to stickers: Message that appears to your Customers in case they’re trying to send stickers (Stickers are not supported on Motion)

    Warning sent to agents for attachments too big to handle: Message that appears to your Agents in case the attachment sent by the Customer is too big for Motion to handle

    Warning sent to users when the message could not be delivered to Motion: Message that appears to your Customers in case of technical difficulties and messages could not be delivered

    Motion reply URL http://localhost:3007/api/from-motion-to-Viber, where 3007 must be replaced with the port used for the plugin.

    Remember to Restart the Plugin:

    • Go to the App Zone section, select the Viber plugin

    • click on the(blue star) button and choose the Restart plugin command:

    Viber Integration is ready to be used!

    Viber Interactions

    The Viber interaction below shows the communication between the Viber user and your Agent (who interacts from the XCALLY Omnidesktop Interface.

    Note that:

    • Motion can't show to agents any sticker sent by a user, as Viber currently doesn't allow any way to retrieve those from their systems. Users sending stickers will receive an automated response you can customize in the plugin's settings.

    • Text or attachments can be exchanged: they must be sent in different messages.

    Additional Information

    Debugging/Troubleshooting

    Log files are saved in the following locations:

    • error logs only: /var/log/xcally/logs/viber-plugin.error.pm2.log

    • error and info logs: /var/log/xcally/logs/viber-plugin.pm2.log