Starting point: a big base, nearly silent
If you have built a large Viber base over years of campaigns, the hard part is not its size. It is the silence. Occasional manual broadcasts get single-digit reply rates, nobody follows up with the few people who do answer, and the base starts to feel like a vanity number rather than an asset. The audience is there; the engagement is not.
The bottleneck is almost never the list itself. It is your capacity to reply. A broadcast reaches everyone at once, but no team can hold thousands of simultaneous conversations, so the answers that do arrive go stale in an inbox before anyone reads them, and the next campaign goes out to a base that has already learned nobody is listening.
One AI agent across the whole base
Instead of another blast, put a single MyChatBot Viber agent on the base. Load your catalogue into a Product Feed so it can quote real items, prices and availability rather than improvising, and put your offers, delivery terms and policies into Business Domain docs so every answer comes from your own material. Agentic Search lets the agent dig through those documents when a question is phrased in a way you never anticipated.
From there the outreach can be personalized and behaviour-triggered instead of identical for everyone, and, crucially, the agent replies to everyone who answers, instantly, in natural language. Build the instruction in the Configuration Wizard and battle-test it before it touches a single contact; keep versions so you can roll back. Agent On/Off with a schedule keeps the conversation inside hours you are comfortable messaging people in, and Reply Format controls how it writes back, including turning image links into images and answering in short paragraphs rather than a wall of text.
Turning replies into pipeline
Every response becomes a real conversation rather than a queued ticket. The agent answers questions straight from the catalogue, qualifies intent, and books or sells on the spot: Google Calendar to check free slots and put the appointment in, Altegio if you work in beauty or wellness, create_order on a Google Spreadsheet when that is where your orders live.
Follow-ups re-engage anyone who goes quiet, on a schedule you set and with the context of what was already discussed, rather than repeating the same broadcast. Lead Processing keeps Labels and Statuses current as the conversation moves, and create_crm_lead, edit_crm_lead and create_crm_deal push engaged contacts into KeyCRM, SalesDrive, Bitrix24, Kommo, Zoho, HubSpot or whichever CRM you run, marked with source AI- and carrying a lead_chat_link so whoever opens the record can read the whole conversation. That is the difference between a base that exists and a base you can work.
Where humans step in
Decide up front which conversations should never be finished by the agent: your highest-value accounts, anything involving a complaint, an exception or a negotiation. High-value and tricky chats should not be left to the bot. Hand-off Control routes them to the team via Flight Control in Telegram, with silent hand-off so the customer feels one smooth conversation.
Give customers a stop word so anyone can ask for a person directly, and use Flight Control notifications so your team sees what is happening in the base without watching every thread. The agent carries the volume; your people spend their time on the conversations that genuinely need them.
What changes in practice
What changes is not a number on a dashboard, it is the mechanics of the channel. Replies get answered in seconds instead of hours or never. Contacts who go quiet get a follow-up instead of being forgotten. Every engaged contact lands in your CRM as a lead with the full chat attached, so you can see which segments and offers your base actually responds to, and the next campaign is built on that instead of guesswork.
To set it up: connect your Viber bot, load the Product Feed and Business Domain docs, write the instruction in the Configuration Wizard, then configure Follow-ups, Lead Processing and Hand-off Control before you go anywhere near the full base. Start with a narrow segment, a few hundred contacts is plenty, read the first day of transcripts yourself, fix what the agent got wrong, and widen from there. A base is only worth as much as your ability to reply to it.
A real customer story on this: Subscription churn cut by 28% with proactive outreach.