Paldesk Viber FAQ

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You’re interested in setting up your first Viber integration, but you still have some unanswered questions? This short article will address some of the details and FAQs about our integration with Viber. Take a look and let us know if you can think of anything else!

Accounts, plans and payment

1. Does the Viber integration come with any additional charges?

No, the Viber integration does not come with any additional charges.

2. Is the integration available to all Paldesk customers?

No, in order to create a Viber integration with Paldesk, you will have to be on the Rising Star plan or at least the 7-day Rising Star trial. 

Campaigns and Viber Business

3. Can I create and manage Viber campaigns through this integration? Do you offer support in setting up and running Viber campaigns?

Viber campaigns are a great marketing tool, but Paldesk is an omnichannel helpdesk application, which is why our integration does not involve them.

Paldesk uses Viber bots to link your Paldesk account to the Viber platform so that your clients or visitors can message you directly from the app. Our customer service does not offer any additional support with Viber campaigns. We suggest you take a look at this link for more information about Viber’s business features. 

Viber as a Paldesk channel

Image 1. Viber as a Paldesk channel

Technical questions

4. What kind of messages does this integration support?

You can send text messages, emojis, and attachments like images or documents. Attachments and stickers will be delivered as links to uploaded images or files. When your agents click on the links, it will either open a new tab or start a download (depending on the file type).

However, our integration does not support voice messages. 

5. What types of attachments can I send?

You can send documents in .pdf, .doc, .docx, images in .png, .jpeg, .jpg, videos in .mp4, .wav, and other formats. When you send an attachment via Viber, a link to your document will be sent to your Paldesk team. When agents click on the link, it will either open a new tab (images) or automatically start the download (documents). Files will be opened by your default apps, or you can select the appropriate app manually. 

Viber attachments example

Image 2. Viber attachments 

6. What is a “Private Pal”? 

You might have noticed the name Private Pal pop up as one of your Viber contacts in Paldesk. This is a pseudonym we created to identify customers who decided to hide their personal information in their Viber account settings. 

7. How can I hide personal information using Viber?

If you would like to stop sharing your credentials in Viber, you can set that up in a few simple steps:

Step 1. Log into your Viber account and go to Settings

Step 2. Go to PrivacyPersonal data

Step 3. Disable “Allow content personalization”

stop sharing personal info in Viber

Image 3. How to disable sharing personal information in Viber

8. How will I know if a message came from Viber? 

When you get a new message via Viber, you will be able to see “Viber” as the channel name when you assign it. Additionally, if you enable email notifications, you will get a “New Viber conversation” email from Paldesk, with an invitation to join the chat and reply to your customer.

Viber as a source channel

Image 4. Viber as a source channel

Hope you have found these answers useful, if you have other questions, feel free to reach out to us via live chat or email. Our customer service team will be happy to assist you! 

Paldesk Viber FAQ was last modified: October 1st, 2020 by Marija Šakić
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