Identify the viber user and create or associate the profile
The platform identifies the customer behind an inbound Viber message by the Viber user id Viber assigns to the subscriber, and links or creates their Contact profile.
When this happens: UC-20.5 step 3.
How it works
- Reads
sender.idfrom the callback. - Looks up a
ContactChannelIdentitywithViberUserIdand that value, scoped to the connection. - A match exists — associates the message with that Contact's conversation.
Other paths
First contact from this viber user
No matching identity exists. EasyCRM creates a new Contact seeded from sender.name, and a ContactChannelIdentity (ViberUserId) linking it.
Phone number included in the payload
Viber's payload includes the subscriber's phone number. EasyCRM records it as a separate ContactChannelIdentity (Phone) and uses it for FR-02 matching against an existing Contact, subject to the reliable-identifier rule.
Good to know
- The Viber user id is the primary identifier; a phone number is used only when Viber's payload actually includes it. (FR-20-004, FR-02)