2025-05-29 Release

Platform version: 9.3.0, 2.0.2

Launch your chatbot on Viber

We’re excited to introduce Viber as a new chatbot channel, perfect for reaching users directly on one of the world’s most popular messaging apps (1.3 billion users worldwide and over 800 million monthly active users!).

Whether you're building customer support bots or marketing assistants, Viber offers a seamless and engaging experience.

Follow these steps to connect your chatbot to Viber and start chatting with your audience.
Be sure to review message type compatibility to ensure your bot behaves as expected on Viber.

Enhancements

Improved our process to extract content from PDFs before ingesting it into generative AI.
Added several new metrics:
- Sentiment trend, a line graph that shows your chatbot users' sentiment over time. Learn more.
- Generative AI triggered, a value metric that shows how many times generative AI was triggered.
- Generative AI vs. FAQs, a pie chart that shows how many times FAQs were triggered vs. generative AI.
- Top resources triggered by generative AI, a table that shows the top resources (links) triggered by generative AI questions.
Added overall_answer_score to the generative AI logs, to help you evaluate your chatbot’s performance.
Added logs for live chat interactions, making it clear when a user is chatting with an agent vs. the chatbot.
Increased the number of live chats an agent can see in their side bar, from 15 to 100.

Bug fixes

Fixed an issue where generative AI logs weren’t always displaying.
Fixed the math on the overall sentiment distribution metric.
Fixed an issue with file links not displaying properly in WhatsApp.