At the moment, integration with Viber works as follows:
Calls arrive with a delay on the part of the client. Those. the operator sees them in a minute. In the opposite direction (operator-client), the message is delivered instantly.
Messages are not displayed from the client whose dialogue the operator left (even from the operator who did not communicate with him).
In the search does not find the history of the chat from which they left.
A more detailed description of the notes is indicated at the link
https://drive.google.com/file/d/1-XWZtd3dPoobZVdf6jwgJjImMOQgyR0s/view?usp=shari...A generalized list of observed failures is given at the link:
https://drive.google.com/file/d/1-XWZtd3dPoobZVdf6jwgJjImMOQgyR0s/view?usp=shari...Vision of how it should work:
- messages will be sent and received ONLINE without delay;
- messages are displayed in the order they were sent/received (chronologically);
- the ability to edit messages (deleting messages only for Administrators);
- the list of active chats should change depending on the sent\received message (when exchanging messages, each new one should raise the chat to the very top with an indication of the number of new unread messages) example:
https://drive.google.com/file/d/ 1pQhuBn-Sx5eQNO0SCCGkUjoLIcxtJbVp/view?usp=sharing
- add a sound notification and a pop-up window when an incoming message is received, when the operator is not in this chat (talking with another client, is in another tab or program);
- the date and time of each message was displayed;
- the ability to return to the dialogue after exiting it;
- in the message window, add a field with a choice of quick message templates for sending them;
- the possibility of exchanging multimedia messages and links both on the part of the operator and the client;
- the ability to search within the current and previously processed dialogs by keywords;
- when viewing the history of the dialogue (archive of calls by operators), they should be grouped by customer names, by clicking on which, a list of previous calls will be opened;
- processed chats should be hidden;
- implement the transfer of chats between operators;
- the ability to resume the processed chat from the archive (closed dialogs);