Starting point: a big base, nearly silent
The team had built a large Viber base over years of campaigns, and it just sat there. Occasional manual broadcasts got single-digit reply rates, nobody followed up on the few who did respond, and the base felt more like a vanity number than an asset. The audience was huge; the engagement was almost zero.
One AI bot, the whole base
They put a single MyChatBot Viber agent on the base, with the catalogue in a Product Feed and offers in Business Domain docs. Instead of a generic blast, the agent ran personalized, behavior-triggered outreach, and crucially, it actually replied to everyone who answered, instantly, in natural language.
Turning replies into pipeline
Every response became a real conversation: the agent answered questions from the catalogue, qualified intent, and booked or sold on the spot. Follow-ups re-engaged anyone who went quiet. Each engaged contact became a tracked lead with a chat link, so for the first time the team could see the base converting, not just existing.
Where humans stepped in
High-value and tricky chats were not left to the bot. Hand-off Control routed them to the team via Flight Control in Telegram, with silent hand-off so the customer felt one smooth conversation. The agent drove the volume; people closed the deals that needed a human touch.
Result: a 47% reply rate
The once-idle base hit a 47% reply rate, an order of magnitude above the old manual broadcasts, and those replies turned into tracked, qualified pipeline. The asset that had been gathering dust became one of the team's best-performing channels. The lesson: a base is only worth as much as your ability to reply to it.