Support workflow
A support dashboard should help operators switch assigned accounts, review customer context and use approved replies without losing the conversation history.
客服坐席
管理员应给坐席配置可访问账号、素材组、话术组和联系人范围。权限越清楚，客户接待越稳定。
Translation
Viber 跨境业务常见多语言场景，翻译设置可以降低理解成本，但重要报价、投诉和隐私问题仍建议人工确认。
Quality review
每周复盘首响时间、未解决会话、重复问题和客户反馈，比单纯统计发送量更有价值。
Frequently asked questions
Is this an official Viber product? No. This site describes operational workflows for teams using Viber and should be used with platform rules, user consent and local privacy requirements.
What should teams measure first? Start with account ownership, first-response time, valid contact ratio, reply rate, support handoff quality and complaint signals.
