Handle an Incoming Viber Message
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Handle an Incoming Viber message

When a Viber message is routed to you, it appears on the left side of the screen. The sender's name is displayed at the top of the screen. Your availability status automatically changes to ‘Viber setup' and then to 'Viber'.

Note: any additional information known about this contact may be displayed to the left of the message panel.

Earlier interactions with this person can be displayed by clicking the Load previous session button, and scrolling up through the history.

Note: system administrators can configure storm to send an automated response to an incoming social media message. In an automated response, the sender's name field is shown in black, incoming customer messages are shown in turquoise, and an agent's replies are shown in magenta.

Replying to a Viber Message

To reply to a message, you may either enter text in the text box at the bottom of the page, or click the Templates  button.

Entering Text

  1. Enter your message in the text box

  1. Click Send to send the message

Using a Template

  1. Click the Templates  button to display a list of available responses.
  2. Select the required response either by clicking on it, or entering the shortcut code displayed alongside.

  1. Click Send to send the message.

Message Progress Indicator

When your message is in the process of being sent, the background appears dark grey.

Once the message has been sent, the background changes to white. If the message cannot be sent you will see an error message.

Note: if your organisation uses an individual or queue based alias, this will be sent instead of your agent name.

Adding Notes to a Viber Message

If you have the user right, you may add a note to the message.

  1. Click the Notes bTwitterNote.png button to display the Notes panel.
  2. Enter your message in the text box.

  1. Click OK to save the note.

When further messages are received from the same account, the note is displayed in the history in yellow. Notes can also be viewed and searched for by supervisors with access to storm RECORDER.

Transferring the Message to Another Queue

Messages can be transferred to another queue by following these steps:

  1. Click the Menu button, and then click Transfer to queue.

  1. From the queues displayed select the required queue.

The conversation disappears from the message panel and is transferred to the selected queue.

Ending a Viber Conversation

Click the Menu button followed by Close.

Note: you must click the Close button at the end of the conversation to become available to receive new calls or messages.