Viber by Phone

Creating/Editing a Numbered Viber channel

To connect the online chat and widget in NovaTalks, when creating a new Inbox, you need to select the channel type - Viber by Phone.

Basic settings

The basic inbox settings show the Inbox name, Chatbot, Conversation type, and the option to write first to a new customer.

• Inbox name

• Chatbot - a chatbot that will be connected to the channel. It is configured in the Chatbots section.
• Conversation type is the type of channel from which the customer contacted you, namely Chat, Social media, Email, or Call.

• Can write first to a new customer - the functionality is necessary for the operator to be the first to write to the customer, even if he or she has not yet written to this channel.

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Provider settings

1. Provider - the provider through which the Telegram number is connected. The available provider is Nova.ChatsConnector.

2. API URL - the URL address used to make a request to the provider.

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Conversation handling Settings

1. Utilization, % - an indicator that shows how much a certain dialogue utilizes an agent. Possible values: 0 - 100.

Depending on the value of this parameter, the current utilization of an agent is calculated (the sum of the utilization of dialogs assigned to this agent).

When automatically distributing dialogs, an agent utilization should not exceed 100%.

Therefore, the lower the utilization value of a dialog assigned to a team, the more dialogs can be automatically distributed to an agent and vice versa.

1. Auto Assignment Limit - the maximum number of simultaneous conversations an agent can handle within a given Team and Conversation type. Once this limit is reached, ACD will no longer assign similar dialogues to that agent.

2. Auto Answer is the option that determines if a dialog is accepted automatically when assigned to an agent.

3. Alerting Timeout - the duration an agent has to accept or reject a conversation. If an agent does not respond within this time, the conversation returns to the beginning of the queue, and the agent's status changes to Busy substatus Not responding.

The option is available only if the Auto Answer option is disabled.

1. Wrap-up codes - special codes used to categorize dialogs with customers. They are selected by an agent after resolving a conversation.

2. Wrap-Up Timeout (sec) - the time limit for selecting a Wrap-up code. If an agent does not react within the specified time, a conversation resolves, and the Wrap-up code is not set.

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Agents

The list of agents included in an Inbox.

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Review and create a inbox

Step to review the settings of a new inbox and confirm its creation.

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Adding phone numbers to the inbox

After creating the inbox, you need to go to the inbox editing settings, add the configuration of phone numbers and connect them.

Before integrating numbers with NovaTalks, you need to connect them to the E-Chat system first. For more details, see Activating a Viber number in your E-chat account.

1. Provider - the provider through which the Telegram number is connected. The available provider is Nova.ChatsConnector.

2. API URL - the URL address used to make a request to the provider.

3. Webhook URL - the URL of the webhook used to connect the channel.

There are two subsections in the Phone numbers section:

• Active - displays a list of active numbers;

• Deleted - displays a list of deleted numbers.

1. Phone number - the phone number to connect.

2. API key - API key of the number to connect to NovaTalks.

To make sure that the integration is set up successfully and that the API key is entered correctly, click the Check button.

1. Enable/Disable - a button that allows you to enable or disable integration for the specified phone number.

To add a new phone number, select Add phone number.