Creating/Editing a Personal Viber Channel
To connect a personal Viber account when creating a new Channel, select the channel type - Personal Viber.
General Settings
The general settings display the Channel Name, Chatbot, Conversation Type, and the Write First to a New Customer option.
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Channel Name
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Chatbot - the chatbot that will be connected to the channel. It is configured in the Chatbots section.
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Conversation Type - the type of channel through which the customer contacted you, namely Chat, Social Media, Email, or Call.
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Can write first to a new customer - this functionality is required so that an operator can write to a customer first, even if the customer has not yet written to this channel.
Provider Settings
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Provider - the provider through which the personal Viber account is connected. The available provider is E-Chat.
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API URL - the URL used to send a request to the provider.
Conversation Processing Settings
1) Utilization, % - an indicator that shows what percentage of an agent's capacity is utilized by a specific conversation. Possible values: 0-100.
The agent's current utilization is calculated depending on the value of this parameter (the sum of the utilization values of conversations assigned to this agent). When conversations are distributed automatically, the agent's utilization must not exceed 100%.
Therefore, the lower the utilization value of a conversation assigned to a team, the more conversations can be automatically assigned to an agent, and vice versa.
2) Auto-assignment Limit - the maximum number of conversations that an agent can handle simultaneously within this Channel. If this indicator for an agent reaches the specified value, ACD will no longer assign a similar conversation to that agent.
3) Auto-answer - whether the conversation should be accepted automatically when it is assigned to an agent.
4) Notification Timeout - the time during which the agent must accept or reject the Conversation. If the agent does not respond within the specified time, the conversation will return to the beginning of the queue, and the agent will switch to the Busy status with the Not responding substatus.
This parameter is available only when the Auto-answer option is disabled.
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Completion Codes - codes used to classify conversations. They are selected by the agent after the conversation is completed.
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Completion Code Timeout - the time during which a Completion Code must be selected. If the agent does not respond within the specified time, the conversation will end and no Completion Code will be assigned.
Agents
A list of agents included in the channel.
Reviewing and Creating the Channel
A step for reviewing the settings of the new channel and confirming its creation.
Adding Phone Numbers to the Channel
After creating the channel, go to the channel editing settings, add the phone number configuration, and connect the numbers.
Before integrating phone numbers with NovaTalks, they must first be connected to the E-Chat system. For more information, see Activating a Viber Number in the E-chat Personal Account.
1) Provider - the provider through which the personal Viber account is connected. The available provider is E-Chat.
2) API URL - the URL used to send a request to the provider.
3) Webhook URL - the webhook URL used to connect the channel.
To complete the integration, copy the webhook URL and enter it in the Webhook settings of your E-Chat account for each connected phone number.
The Phone Numbers section contains two subsections:
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Active - displays a list of active phone numbers;
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Deleted - displays a list of deleted phone numbers.
4) Phone Number - the phone number to be connected.
5) API Key - the API key of the phone number used to connect it to NovaTalks.
The API key can be obtained from your E-Chat account.
6) Enable/Disable - a button that allows you to activate or disable the integration for the specified phone number.
