Yes. Krokul CRM integrates with the Viber chatbot of your company. The first client message to the bot creates a contact, a deal and a thread in «Communications» in Krokul, and the manager reply from Krokul goes to the client in the same Viber chat. Further messages land in the same open deal.
Automation platformsAlbato
A client writes to the bot, and Viber sends a message event with the sender ID and name. Krokul finds the contact by Viber ID or creates a new one, opens a deal named «Viber» with the client name and puts the text into the thread. The manager sees the request in «Communications» together with other channels.
The manager writes in the deal thread. Krokul calls send_message with the client ID, and the reply arrives in the Viber chat from the bot. A file can go along with the text, for example an invoice from the deal card.
The conversation_started event arrives when a person opens a chat with the bot for the first time. In reply, Krokul sends one welcome message that the administrator sets. The contact appears later, with the first message from the person.
The delivered and seen events show that a message has arrived and been opened. Krokul puts these marks next to the message in the thread. The failed event marks a reply that Viber did not deliver, and the manager picks another channel.
When a client unsubscribes from the bot, Viber sends unsubscribed. Krokul marks the Viber channel of the contact as closed, and the reply field in the thread shows that the bot can no longer write to this client.
| Viber | Direction | Krokul | When |
|---|---|---|---|
| message event (text, file, contact, location) | Viber → Krokul | Contact, deal and message in a «Communications» thread | A client writes to the bot |
| send_message | Krokul → Viber | Manager reply in the thread | The manager sends a message |
| conversation_started event | Viber ↔ Krokul | Welcome message | A person opens a chat with the bot |
| delivered, seen, failed events | Viber → Krokul | Delivery and read marks next to the message | After every reply |
| subscribed and unsubscribed events | Viber → Krokul | Viber channel state on the contact | Subscription or unsubscription |
| Viber user ID | Viber → Krokul | Contact identity in the channel | The first message |
contact/api-create, open a deal through card/api-create and record the text through activity/api-create. Store the Viber ID through externalRef/api-set.card.statusChanged and send the client a message through send_message.Yes. Client messages to the Viber bot land in the deal thread in «Communications», and manager replies go back to Viber from the bot.
No. The bot writes only to people who subscribed to it or have already written. Messages by phone number go through a business messaging service such as TurboSMS.
By the Viber user ID stored on the contact. The new message lands in the same open deal.
A Viber chatbot of your company and its token. The bot is set up with Viber on commercial terms, and Krokul works with it through the REST Bot API.
A Viber bot writes only to people who subscribed to it or have already written to it. Viber creates new bots on commercial terms, so the company bot is set up with Viber, and Krokul connects to the existing bot with its token.
Tell us which service you use and what should move between it and Krokul. We reply with the way to do it and when it will be ready.
Request received. We reply to your email.
Viber is a trademark of Viber Media S.à r.l. Krokul is not affiliated with Viber.
