The problem: a database full of dormant customers
If you run a clinic, a salon or any other repeat-visit business, you probably have thousands of past customers sitting in Viber and no time to call them. People who came once and never rebooked are rarely unhappy, they just drifted, and nobody followed up. That dormant base is your biggest untapped asset and your biggest blind spot at the same time, because it costs nothing to reach and no one on the front desk has an hour a day to work through it.
Start with a reactivation pilot
Do not open with the whole network. Put a MyChatBot Viber agent on one or two locations first, with your services and pricing in a Product Spreadsheet and your recall logic in Business Domain docs, so the agent knows which treatment is due after how long and what it costs. Use the Configuration Wizard to assemble and battle-test the instruction before a single message goes out, and keep the version you settle on.
From there the agent reaches out to lapsed customers with a warm, personal message, answers the questions that usually stall a rebooking, price, preparation, how long it takes, and books the return visit straight into Google Calendar after checking free slots, all in natural language and with no call centre involved. Follow-ups let you space that outreach out over days instead of firing one message and hoping, and Agent On/Off with a schedule keeps the agent inside your working hours.
Scale the agent across your locations
Once the pilot behaves the way you want, clone the agent to the rest of your locations, each with its own calendar and its own pricing, all reporting into one shared CRM. In KeyCRM, SalesDrive, Bitrix24 or whichever system you already use, create_crm_lead files every reawakened customer with the source marked AI-, and lead_chat_link puts the whole conversation one click away for the manager who picks it up.
Labels & Statuses in Lead Processing then tell you what the base is actually doing, who replied, who booked, who asked to be left alone. That is how head office sees which locations are refilling their schedules and which ones need a different offer, instead of guessing from a monthly report.
Where humans step in
Medical questions never get improvised. Hand-off Control routed anything clinical or sensitive to staff via Flight Control in Telegram, with silent hand-off so the patient felt one caring conversation. Draw that line explicitly when you write the instruction: let the agent carry scheduling, pricing and recall, and keep anything that touches diagnosis, treatment or a complaint with your clinicians.
What changes in practice
What you get out of this is a set of appointments that would never have existed, because the follow-up behind them is one nobody on your team had the time to send. The dormant base stops being a dead column in a spreadsheet and becomes a channel you can work every week, at a cost that does not scale with the number of names in it.
To set it up, connect your Viber channel, load services and prices into the Knowledge Base, write the recall rules into Business Domain docs, connect Google Calendar and your CRM, then switch on Follow-ups, Hand-off Control and Flight Control notifications before you let the agent talk to anyone outside a test. Start on one location, read the first week of transcripts yourself, and only then clone it. Most "lost" customers are not lost at all, they are simply waiting for a reason to come back.
A real customer story on this: Class booking and member retention agent.