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Initiate a viber conversation where the official mechanism permits it

An operator starts a Viber conversation with a customer who has already opened a chat with the company's account at least once — the only case Viber's REST Bot API allows an account-initiated message.

When this happens: Operator opens a Contact's profile and selects Start a Viber conversation.

Step by step

  1. 1

    Open *Elena Vasile*'s profile, which lists Viber among her reachable channels (she messaged *Acme Sales* last month).

  2. 2

    Click Start a Viber conversation and types a message.

    Calls send_message to Elena's Viber user id via *Acme Sales*. EasyCRM creates the conversation with the operator as the responsible party.

If something goes wrong

No eligible viber identity

The Contact has no ContactChannelIdentity (ViberUserId). Start a Viber conversation is not offered; a tooltip explains: This customer hasn't opened a chat with Acme Sales on Viber yet — Viber requires the customer to do that first

Subscription has lapsed since

The send at step 3 is rejected by Viber as not permitted. Handled as UC-20.9.

Good to know

  • Viber has no approved-template requirement — initiation is a normal message.
  • Eligibility is based on the platform's own inbound history, because a send to an unsubscribed you are rejected by Viber rather than checkable in advance.
  • Starting a conversation by phone number with a customer who never opened a chat (Viber Business Messages, available only through a Viber partner) is out of scope for this stage. (FR-20-006, BRD §10)