Answer: Yes. Once a channel has been deleted, all chats conducted via that channel will also be deleted and cannot be recovered.
If you need to keep the chat history, we recommend that you do not delete the channel, but deactivate it in the communication settings. In this case, integration with Telegram will be paused, but all conversations will remain in the CRM.
Answer: Yes. You can contact customers first by phone number by sending a message from the CRM manually or using automated messaging.
Answer: No. Group chats are not supported.
In the CRM, chats are designed for one-to-one communication with customers and are linked to a specific customer via orders or sales pipeline cards.
Answer: Partially. Quotes from text messages sent by a customer via Viber are displayed in the CRM. Quotes from files or images are not displayed in the CRM due to restrictions imposed by Viber.
It is not currently possible to quote messages directly from the CRM.
Answer: Partially. Incoming reactions from customers in Viber chat rooms are displayed in the CRM.
Sending reactions to messages directly from the CRM is not currently supported.
Answer: Yes. The Viber number chat service supports sending and receiving voice messages via CRM.
Answer: Partially. Deletion is not currently supported — neither on the client side nor on the CRM side.
If a client edits the text in Viber, it appears as a new message in the CRM.
Editing directly within the CRM is not currently supported.
Answer: This error occurs when attempting to send a message to a phone number without a country code, or when the user with that number is not registered on Viber.
If the number in the chat does not have a country code, add it via the contact card and resend the message using that card.
If the error persists, or if the country code was entered correctly from the start, try messaging this contact directly from the Viber app.
If the message still won’t send, this number is not in use on Viber.
Answer: These errors mean that Viber has temporarily restricted your ability to send messages from the connected channel.
The restriction may apply to sending messages only to new numbers, only to specific contacts, or to sending any messages at all.
This restriction is usually applied due to increased activity: mass messaging, frequent messages to new contacts, identical text in messages, or signs of spam.
In this case, we recommend reducing the number’s activity, temporarily refraining from sending messages to new contacts, and avoiding mass or repetitive messages. Once activity decreases, the restriction is usually lifted automatically.
To avoid similar situations in the future, we recommend following our instructions on how to avoid channel blocking.
Answer: This status means that the message was sent in Viber but is still pending delivery on Viber's end. In most cases, messages with this status will not be delivered.
We recommend waiting up to 5 minutes and resending the message.
Answer: This is a technical error on the system's part.
To resolve this issue, please contact support.
Answer: These errors indicate that Viber is temporarily unavailable or that there was an issue while sending the message.
In most cases, the problem resolves itself. We recommend waiting a few minutes and trying to send the message again.
Answer: This error means that the subscription for the channel has expired.
Please check whether the channel has been paid for. If the channel has been paid for but the error persists, please contact customer support.
Answer: This error is caused by the session being deactivated in the Viber app used for integration. As a result, the channel loses access to the connected number.
To restore the channel’s functionality, you need to re-authorize it in the communication settings and ensure that the channel is enabled.
Answer: The channel may be automatically deactivated in the following cases: If the channel is automatically deactivated, all administrators will receive a notification in the CRM and an email.
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The session used for integration has been deactivated. In this case, you must re-authorize in the channel settings and re-enable it;
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The error «Tariff Expired» or «Number requires activation» was received in the chats.
Answer: The integration session is terminated on the Viber side. However, Viber does not specify the exact reason for the termination, so it is impossible to determine it with certainty.
The most common reasons for session termination:
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access to the integration was manually disabled in the Viber mobile app (Settings → Account → Computers and tablets);
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Viber has suspended access and requires re-confirmation (similar to the «Establishing a Secure Viber Connection» message in the desktop version);
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uninstalling or reinstalling the Viber mobile app;
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changing your phone number in the Viber app;
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authorizing the integration from a device that previously blocked other Viber numbers.
