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Reply to a viber conversation from the platform

An operator replies to a customer's Viber message with text or supported media, sent through the connected account.

When this happens: Operator types a reply and clicks Send.

Step by step

  1. 1

    Open the conversation with *Elena Vasile* and types Yes, we have three left in stock.

  2. 2

    Click Send.

    Calls send_message with the account token and the customer's Viber user id. Sets ProviderMessageId from the returned message_token and Sent.

Other paths

Send media

Attaches a photo instead of, or in addition to, text. Calls send_message with and a signed URL to the file in object storage.

Delivery and read receipts arrive

EasyCRM sends delivered then seen callbacks for the message. Advances DeliveryStatus to Delivered, then Read.

If something goes wrong

Message too long

If the text exceeds 7,000 characters. The Send button stays disabled until the operator shortens it.

Good to know

  • DeliveryStatus advances to Delivered/Read only when Viber sends the corresponding callbacks; otherwise it stays at Sent.
  • Only content types the connection supports are offered.