# Viber Business Calling

Integrating **Viber Business Calling** into your communication strategy makes it easy for agents to manage both incoming and outgoing calls right from an app your customers already know and trust. This approach provides a seamless and cost-effective way to stay connected without asking them to switch platforms.

Using Viber for calls enhances customer engagement and helps reduce communication costs, especially for international interactions.

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## Configure Viber Business Calling

To enable Viber Business Calling in Conversations, complete the following steps:

1. [**Obtain a Viber number**](https://www.infobip.com/docs/viber/viber-business-calls#get-a-dedicated-viber-voice-number-getting-started) - Ensure the number supports call functionality.
2. **Configure the route** - To separate agents handling calls from those handling messages, create a route with the **channel type** set to **Viber** and the **Communication** field set to **Calls**. If you would rather have both under the same route and queue, simply set the channel type to Viber without specifying the Communication field.
3. **Add the route to a queue** - This determines where incoming Viber business calls are directed.
4. **Complete standard setup** - Configure queue settings such as agent assignment, waiting strategy, working hours, and other relevant features.

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## Start a new Viber business call

To start a new Viber business call, select the plus (**+**) button inside the My Work panel and specify the following:

1. Conversation topic (optional).
2. In the **From** field, select one of the available Viber numbers.
3. In the **To** field, specify the contact you want to call. You can either select an existing contact from the drop-down menu or add a new number.
4. In the **Conversation type**, select **Call**.
5. Optionally, you can adjust additional details such as forms, tags, priority, status, queue, and more.
6. Select **Start Conversation**.

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## Inbound and outbound Viber calls

Viber calls in Conversations can be **inbound** or **outbound**. When a call is routed to you, you will hear a ringing sound and see an incoming call pop-up window.

The pop-up window allows you to **answer** or **decline** the call. It also provides key information that may be the first insight you have about the customer before answering. This includes:

- The assigned queue
- The customer's full name and phone number
- Inbound or outbound call type
- Channel the call is coming from (Viber)

Additionally, you can **copy the phone number** with one click and use it as needed for example pasting it into notes sharing it with a colleague or entering it into a third-party CRM for record-keeping.

For more details about the Viber channel see our [Viber product documentation](https://www.infobip.com/docs/viber).

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