Block sending and inform the operator when viber does not permit contact
When Viber refuses a send because the customer has not subscribed to the account, or has blocked it, the operator gets a clear, specific explanation instead of a generic failure. There is no pre-send reachability check — Viber is offered whenever the customer has a phone number, and this is where an unreachable contact is discovered.
When this happens: Viber's send_message response indicates the receiver is not permitted.
How it works
- EasyCRM sends a message via
send_message. - EasyCRM returns a status indicating the receiver has not subscribed to the account (or has blocked it).
- Sets
Failed. and does not retry automatically. - EasyCRM shows in the conversation: This customer hasn't subscribed to Acme Sales on Viber (or has blocked it) — messages can't be delivered until they message the account again
Other paths
Unreachable phone number discovered on initiation
UC-20.8's send is rejected because the identity is no longer subscribed (UC-20.8 ). Handled identically from step 3.
Good to know
- A contact-permission failure is recorded with a distinct error code from a transient delivery failure, so the two are never confused in reporting. (FR-20-007, FR-08)
- A blocked-contact or not-subscribed failure is never retried automatically.
- No pre-send reachability check exists for Viber; unreachability always surfaces as a failed send. (FR-20-007, FR-20-009, BRD §3.8)