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Viber

Viber

Overview

XCALLY Motion allows you to integrate Viber as a New Channel through the Open Channel module.

  • Customer can send and receive direct messages from your Viber Account.

  • Agent receive incoming messages in a dedicated Viber Queue and can reply directly from the XCALLY Motion GUI.

Requirements

  • The XCALLY Motion instance must have a public address accessible via HTTPS. For security reasons we strongly recommend to use a Reverse Proxy.

  • 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:

  1. Register to Viber by downloading the app on the mobile app store

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

  3. In your Viber developer console, create a Bot Account

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

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

  1. Save the Bot Token. This will be required later during the Viber plugin configuration.

For further Viber documentation, click here.

 

XCALLY Configuration

This section explains how to install and configure the XCALLY Motion Viber Plugin interface, allowing your agents to interact with Viber users.

To perform this configuration, you must log in to XCALLY Motion as an Admin.

1. Setup Viber Account

  1. Access the Open Channel Accounts section, under Open Channel menu

  1. Create a new Open Channel Account clicking on the plus blue button

  1. Fill the below fields:

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-viber , 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.

  1. Find the Viber Account, that you have just created, in the list of Openchannel Accounts

  2. Click on the three dots button next to the Viber account and select Edit Open Channel account.

  1. 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 # ).

  1. Save the Receive URL – This will be required later during the Viber plugin configuration.

  2. Save the Token from the Advanced settings – This token is also needed for the Viber plugin setup.

2. Setup Viber Queue

To enable agents to receive notifications from the Viber account and manage interactions, you must configure a specific Queue.

  1. Create a new Open Channel Queue for Viber.

  2. Add agents or teams to the Viber Queue.

  3. Associate the Viber Queue with the corresponding Viber Account.

Please refer to the Open Channel Queues documentation.

3. Generate API Key

Plugins, such as Viber, are connected to XCALLY Motion using an API Key.

 To generate the API Key:

  1. Go to the Staff section

  2. Open the Users section

  3. Select the account of interest and press on the three dots button to Edit it.

  1. Click on the API Key Manager Icon:

    1. Generate the API KEY. If the API KEY has been already generated, you just need to copy it.

  2. Copy the API Key. This will be required later during the Viber plugin configuration.

4. Upload the Plugin to XCALLY

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

Follow the below steps to upload a new plugin:

  1. Download the Viber Plugin zip file: https://repository.xenialab.com/repository/plugins/viber-plugin/xcally-viber-plugin-v2.0.0.zip

  1. Open the App Zone section → Plugins

  2. Upload the Viber Plugin clicking the plus button, choosing the zip file and clicking on Confirm

  1. After the upload, you will find the plugin in the list of the uploaded App Zone Plugins

  2. To Install the plugin, click on the three dots button next to the plugin and click Install plugin

  1. Click on the three dots button next to the plugin and click Edit plugin.

  2. In the Sidebar field, select how and to whom this integration should be displayed in the menu. (default value: Admin Only)

5. Configure the Plugin

To configure the Plugin for Viber:

  1. Access the Plugins section and select Viber Openchannel.

  2. 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

  • Automatic 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.

  1. After the changes, remember to Restart the Plugin:

  • Go to the App Zone section

  • Find the Viber plugin and click on the three dots button next to the plugin

  • Choose the Restart plugin command.

The Viber Integration is ready to be used!

 

Agent experience

The following screenshot illustrates the communication between:

  • Viber User – Sends messages to the Viber Bot you created.

  • Agent – Manages and replies to these messages directly from the XCALLY Omnidesktop Interface.

Note that:

  • XCALLY 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.

Debugging and 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