Digital channels are now the frontline of customer engagement, and Viber Business Messages is raising the bar, especially for banks and retailers. Its expanded messaging capabilities include three powerful tools: Carousel, List and OTP Messages. These features make it easier than ever for brands to streamline communication and automate customer experiences directly within the Viber app.
As a Platinum Partner, Infobip can offer you early access to these new features and help you get started the right way. We bring deep expertise in onboarding, integration, and analytics to help you maximize Viber’s potential.
Let’s explore why Viber Business Messages is the channel of choice for customer engagement, why leading banks and retailers are choosing it, and how we can help you join them.
What is Viber for Business?
Viber is one of the most popular messaging apps in the world, with 1.2 billion registered users in 190+ countries. In addition to standard features like messaging, voice and video calling, group chat, and sticker packs, Viber offers a comprehensive product called Viber for Business, which includes business messages, chatbots, and calls as part of its suite of tools for companies.

Within this product, Viber Business Messages specifically refers to the types of messages businesses can send, including promotional, transactional, OTP (one-time password), and conversational (two-way) messages. These enable companies to engage customers effectively through rich, interactive communication.
Beyond messages, Viber for Business also supports bots and voice calls, allowing businesses to automate customer interactions and provide personalized support at scale. Features like chatbots, branded stickers, carousels, and list messages provide multiple opportunities for companies to engage with customers and enhance their experience.
Rich messaging channels, including Viber, WhatsApp, and RCS are overtaking SMS in verticals like Retail, eCommerce, and Banking & Finance. And what makes Viber such an attractive channel for businesses is that 63% of its user base is made up of people in the key 25 to 50 age bracket.
Globally, more than 8,500 brands are already using Viber Business Messages to engage with this dynamic and affluent market, and the list is growing.
Also, this year, our platform witnessed a 30% increase in the adoption of interactive customer journeys (e.g., chatbots and rich messaging) on channels like Viber over traditional SMS.
Rising trust in rich messaging
Rich messaging channels, including Viber, WhatsApp, and RCS, are overtaking SMS in verticals like Retail, eCommerce, and Finance & Fintech.
With Viber, brands can:
- Send transactional, promotional, and support messages directly to customers on their smartphones.
- Leverage rich media, like images, buttons, carousels, and interactive menus, for more engaging conversations.
- Personalize communication at every stage of the customer journey, from onboarding and authentication to upselling and loyalty.
What makes Viber a key channel for customer engagement?
In our latest Messaging Trends Report 2025, we analyzed 530 billion mobile interactions across our platform in 2024 and found that:
- Adoption of conversational marketing soared: 30% more brands now use interactive customer journeys like chatbots and rich messaging.
- Rich messaging channels (like RCS, WhatsApp, and Viber) are overtaking SMS, especially in key verticals like Retail & eCommerce and Finance & Fintech .
- The Finance & Fintech sector surged 77% in Germany and 67% in Poland – signal of growing investment in messaging innovation.
Insights like these underline the massive opportunity brands have, especially in retail and banking, to engage customers more meaningfully and effectively using modern messaging channels like Viber.
What’s new with Viber for Business in 2025?
Viber is all about helping brands keep up with customer expectations while delivering secure, convenient, and rich conversational interactions. This year, we launched three brand-new message types that are changing how businesses connect with their customers, making every interaction more secure, interactive, and visually engaging.
Here’s what’s new:
1. List messages
List messages offer users up to five predefined choices they can simply tap for quick responses, perfect for actions like confirming bookings, scheduling deliveries, or collecting feedback. When a user makes a selection, their choice is sent as a message, enabling businesses to reply automatically.

2. Carousel messages
Carousel messages enable businesses in any industry to display up to five swipe-able cards within a single message. Each card can feature an image, text, emojis, and up to two call-to-action buttons that link directly to a website or online store. This format is ideal for sharing bundle deals, product recommendations, special offers and new arrivals, making it easy for users to explore and engage with what interests them most.

3. OTP messages
OTP Messages enable a secure and straightforward way to verify users and complete transactions. Thanks to Viber’s encrypted platform, messages are delivered instantly. They help reduce fraud and strengthen customer confidence with fast, dependable code delivery. With Viber’s rich messaging capabilities, OTPs can include clear instructions and branding, making the authentication process smoother and more user-friendly.

Benefits of using Viber for Business
Here’s why Viber stands out as a core messaging channel for banks, retailers, and enterprises looking to build meaningful customer relationships:
- Massive reach: Over 1 billion users globally, with a high penetration rate in key markets and demographics (63% of users are aged 25–50).
- Higher engagement: Messages land directly in customers’ personal chats, with higher open rates than traditional email or SMS.
- AI chatbots for smarter engagement: Harness the power of AI to automate responses, personalize recommendations, analyze customer behavior, and optimize campaigns in real time, driving better results with less manual effort.
- Rich experiences: Go beyond plain text. Use visuals, quick replies, lists, and carousels for two-way, interactive journeys.
- Viber calls: Enable customers to make free voice calls directly within the Viber app, providing seamless, real-time support without any cost to the end user. This enhances customer convenience and speeds up issue resolution.
- Security & trust: Viber is end-to-end encrypted, helping you build trust for sensitive interactions like banking and retail purchases.
- Cost-effective: Especially for OTPs and notifications, Viber’s pricing is often more favorable than SMS.
- Brand recognition: Verified business accounts, branded sender IDs, and customizable profiles reinforce your company’s identity.
The result?
Brands that integrate Viber as a core engagement channel can expect:
- Improved customer satisfaction and loyalty
- Reduced support costs through interactive self-service
- Higher conversion rates from personalized, visually engaging campaigns
By making Viber an essential part of your customer engagement strategy, you meet your customers where they already are – on their phones, in real time, with experiences they’ll remember.
Viber Business Messages use cases for banks
Secure authentication and verification (OTP messages)
Use encrypted Viber OTPs for 2FA, transaction approval, and login verification. Compared to SMS, Viber OTPs offer:
- Faster delivery, lower cost, and bank-grade security.
- Ideal for mobile-native customers who seek convenience.
Use case: A user logs in to a banking app and instantly receives a Viber OTP. They verify their identity securely and proceed, all without relying on SMS.
Interactive banking menus (List messages)
Enable customers to self-serve:
- Options like “Check balance,” “View recent transactions,” and “Locate ATM.”
- Reduces call center volume and speeds up support.
- Especially effective for conducting customer surveys.
Use case: Customers are invited to vote on new banking features or services, such as “Which new feature would you like to see next? Mobile deposits, Budgeting tools, or Rewards program?”
Promote financial products (Carousel messages)
Present relevant offerings, like credit cards, loan plans, insurance, through visual, tappable carousels.
Use case: A customer receives a visually engaging carousel featuring three credit card offers, swipes to compare benefits, and taps to “Apply Now” within Viber.
Viber Business Messages use cases for retail
Boost conversions with visual campaigns (Carousel messages)
Leverage product-rich carousels to highlight collections, exclusive deals, or seasonal promotions.
Use case: During a limited-time flash sale, customers receive a carousel featuring top deals; with one tap they view the product and add it to cart.
Streamline support and orders (List messages)
Offer order tracking, delivery options, FAQ access, and customer surveys within the chat.
Use Case: Post-purchase, a customer receives a list message asking, “How satisfied are you with your recent order?” with options like “Very satisfied,” “Satisfied,” “Neutral,” or “Unsatisfied.” The customer taps their choice, instantly submitting feedback.
Frictionless account security (OTP messages)
Use OTPs at sign-up or checkout to reduce cart abandonment and boost trust.
Use case: During checkout, a Viber OTP verifies the purchase, delivering a smooth, secure experience.
How brands use Viber Business Messages
To better understand how brands are using Viber in practice, let’s explore how leading businesses in the retail and finance markets have incorporated Viber Business Messages into their communication strategy.
Primer
With headquarters in the Philippines and a presence in 10 countries from Southeast Asia to Australia and the UK, retailer Primer has a diverse portfolio, covering both industrial and energy efficiency products and services.
During the pandemic the company wanted to provide a safe option for customers to buy the products they needed by encouraging them to purchase online rather than in physical stores.
Viber Business Messages was key to this process. Research showed that the messaging app was heavily used by customers and provided all the tools to engage with customers in a human and empathetic way.
- A discount voucher was sent to customers via Viber that was only redeemable on the eCommerce site
- By using Viber to track which customers were active, Primer was able to focus their messaging and marketing budget on active consumers only
The results were impressive – the brand achieved a 53% code redemption conversion rate and a 401% increase in total sales.
NLB bank
These days customers expect to be able to interact directly with banks in a conversational way, just like they do with their favorite retail brands. People also expect quick responses to their enquiries and problems. This has required financial institutions to adapt their services to meet the expectations of modern customers.
By adopting Viber as a messaging channel, banks and other financial institutions can support instant two-way communication with customers covering all sorts of useful use-cases including:
- Sending transaction notifications
- Alerting customers to suspicious account activity
- Sending personalized loan offers
- Notifying clients about upcoming policy renewals
- Enabling clients to easily arrange meetings
NLB Bank in Montenegro has been a forerunner in adopting new communication channels. Noting that Viber was one of the primary messaging apps used by their customers and that it ensured the security of data, they started to use it for both transactional and event-triggered messaging.
Retaining SMS as a failover channel, the bank used the two-way capability of Viber Business Messages to promote their “Arrange a meeting” offer, resulting in a 30% increase in meeting requests compared to previous campaigns.
By incorporating Viber into the sales process, they have also achieved a 30% increase in sales leads and 15% increase in overall sales – all attributable to the conversational experience that the app provides.
Metrobank
Metrobank, one of the top three banks in the Philippines, has successfully leveraged Viber Business Messages to transform its customer communication and marketing strategy.
By integrating Viber for Business with its existing Salesforce Marketing Cloud CRM system, using Infobip’s plugin solution, Metrobank was able to quickly deploy personalized, rich media messages featuring images, videos, and interactive buttons. This integration required minimal technical resources and was set up in just two days, with live campaigns launching after a week of testing.
The bank benefited from Viber’s extended character limit of up to 1,000 characters (compared to SMS’s 160), enabling clear, compliant promotional messaging with strong calls to action. Viber also provided a trusted, secure platform ideal for broadcasting important information, helping Metrobank protect customers from fraud.
Results:
- Up to 50% cost reduction on marketing message delivery compared to SMS, especially for detailed messages that would otherwise require multiple SMS segments.
- Enhanced customer engagement through rich content and personalized communications.
- Seamless integration allowing marketing teams to manage campaigns independently without disrupting existing processes.
Why Infobip is your preferred partner for Viber Business Messaging
Viber for Business isn’t just a communication channel, it’s a strategic advantage for banks and retailers. With OTPs, List, and Carousel formats, your brand can:
- Deliver secure, cost-effective authentication
- Offer interactive self-service that empowers customers
- Drive sales with immersive campaigns
As a Viber Platinum Partner, Infobip equips you to use these innovations with confidence, from launch through optimization. Join the top tier of brands already transforming CX with Viber.
Using Viber on our platform, you will have access to:
- Unmatched expertise – Platinum Partnership backed by deep knowledge of Viber’s APIs and best practices.
- Faster time to market – Pre-built Viber journeys get you started in days, not weeks.
- Security & compliance – Robust infrastructure ensures end-to-end encryption and GDPR compliance.
- Data-driven performance – Advanced analytics help optimize every message and user flow.
- Trusted by top brands – Our platform powers over 530 billion interactions yearly, with strong momentum in retail and finance.