Viber 24-Hour Response Timer

Release Notes - Viber 24-Hour Response Timer Feature Feature Overview: This release introduces a 24-hour response timer for Viber messages, designed to help Customer Support (CS) agents manage their communication within Viber’s policy timeframes and avoid additional charges due to delayed responses. This timer feature provides color-coded countdown alerts and clear messaging for CS agents to take timely actions.New Features and Enhancements

1. 24-Hour Countdown Timer for Viber Messages

• Real-time countdown timer starts on each incoming customer message, showing time remaining to respond.

• Timer UI:

• Blue timer color for normal countdown

• Orange timer color when only 1 hour remains

• Red timer color when the 24-hour window has expired

1. Alert Message Notifications

• Initial Alert: Appears with the first customer message, reminding agents to respond within 24 hours.

• Description: "According to Rakuten Viber's policy, you must respond within 24 hours to avoid additional charges."

• Pre-Expiry Alert: Reappears 1 hour before the 24-hour deadline, warning of imminent expiry.

• Description: "You need to reply quickly. Otherwise, charges will be applied according to Rakuten Viber’s policy."

• Post-Expiry Alert: Updates when the 24-hour window has passed without a reply, notifying the agent of incurred charges.

• Description: "According to Rakuten Viber Policy, you didn’t reply within 24 hours, charges will apply."

• Clear Alert: Each alert includes an "I understand" button, allowing agents to clear the message. Alerts will reappear if the countdown progresses to a critical stage (i.e., 1-hour or post-expiry).

1. Timer Reset Functionality

• The timer resets when:

• The agent sends a response to the customer.

• The customer sends a new message, restarting the countdown from 24 hours.

1. Backend Charge Application

• If the agent replies after the 24-hour expiry, the system automatically applies charges in accordance with Viber’s policy.

Note: This feature enhances proactive message management, allowing CS agents to meet response timeframes and manage Viber communication effectively within policy guidelines.These release notes cover the purpose, functionality, and UI behavior of the new Viber timer feature to ensure agents can understand and use the feature seamlessly.