Connecting Viber to Bitrix24 Open Channels
Viber connects to Bitrix24 through the official Viber Bot API — native support is available in the "Contact Center" section. To connect, you need a Viber Public Account (formerly Public Chat or Bot Account), which is created through the Viber developer panel.
Creating a Viber Public Account
- Go to partners.viber.com.
- Authorize through your Viber account.
- Create a new Bot account: enter a name (visible to users), description, and upload a logo.
- Obtain the auth_token — a string in the format
4bxxxxxxxx-xxxxxxxx.
Important: a Viber Public Account is not the same as a regular messenger account. It is a special business account that users "subscribe to" or start a dialog with. The phone number is not transmitted to the network.
Connecting to Bitrix24
CRM → Contact Center → Open Channels → select a channel → Channels → Viber → "Connect".
Enter the auth_token from the Viber developer panel. Bitrix24 registers the webhook automatically. After saving — write to the bot in Viber from any phone and confirm that the message appears in the operator queue.
Channel Settings in Bitrix24
After connecting, the following are available in the Viber channel settings:
- Welcome message — sent when the chat is opened for the first time.
- Subscription message — when a user subscribes to the Public Account.
Both texts are written directly in the Bitrix24 interface, without access to the Viber API.
Specifics of Working with Viber in Open Channels
Identification. Viber transmits the user's unique viber_id. The phone number is not transmitted automatically. If CRM binding by phone is needed — the operator must manually ask the client to introduce themselves, or a bot (if configured) collects the phone number within the welcome scenario.
Media files. Photos, documents, videos, and stickers are supported. Voice messages are received, but playback in the Bitrix24 interface depends on the version.
Message statuses. Viber transmits "delivered" and "read" statuses — the operator sees them in the Bitrix24 chat.
Outgoing limitations. The operator can send a message to the client only if the client initiated the dialog first (wrote to the bot). Initiating a conversation without user consent through open channels is not possible.
Common Issues
Token not accepted. Check: the token is copied without extra spaces; the Viber account is activated (verification passed in the developer panel); account type is "Bot", not "Community" or a personal account.
Messages don't reach the operator. Viber sometimes limits bots with low activity. If the bot hasn't been used for several weeks — re-authorization and webhook re-registration may be required.
Stickers display as empty messages. A known limitation. The operator does not see the sticker, only a "[Sticker]" label or an empty message. There is no workaround in the native integration.
User wrote, no lead was created. Check the CRM integration settings in the open channel: lead creation mode, operator permissions for creating CRM records.
When Viber Integration Makes Sense
Viber is relevant for audiences in Belarus, Ukraine, and Moldova. If your client base is in these regions — connecting Viber is justified. For other audiences, Telegram and WhatsApp are usually the priority.
Setup takes 1–3 hours: creating a Public Account, obtaining the token, connecting to the open channel, testing from a real device, configuring auto-replies.