Message types

This section describes the types of messages that you can send and receive on Viber through Infobip solutions.

You can communicate with customers using one-way or two-way channels. In two-way communication, you can receive messages sent by customers.

All service messages, including transactional and promotional messages, follow high security and privacy standards, are encrypted, and can be viewed only on the end user's device. Viber does not save the message content.

When you send a message to a customer, the message is displayed in a dedicated Viber chat on the customer's device. The customer can see the following information:

• Business name, logo, URL of your business website, and description
• The Viber verified icon: Blue checkmark for iOS devices and green checkmark for all other devices
• Unsubscribe button: Customers have the option to opt out from receiving messages from your business by blocking your sender.  Customers can also update their Viber settings to opt out of receiving business messages
• Learn more button: Displays additional information about your sender

Each sent message receives a callback with the one of the following message statuses:

• Delivered
• Seen
• Expired

Transactional message

Transactional messages are informative messages. Use transactional messages to inform customers about changes or important notifications. Example: account charges, booking confirmations, feedback, etc.

Transactional messages can be one-way or two-way communication. Two-way transactional messages enable customers to respond to your message for further action.

Promotional message

You can send promotional messages to customers.

Promotional messages can be one-way or two-way communication. Two-way promotional messages enable customers to respond to your message for further action.

When you create a promotional message using the Infobip web interface, a Promotional flag is added to the message. This flag informs Viber that the message is used for promotions. This flag does not affect the functionality of your message and is not visible to customers.

Conversational message

Use Conversational messages to provide customer care, collect feedback, and offer products and services. Refer to the guidelines for conversational messages.

Auto reply

If you have set up your sender to send only outbound messages (one-way communication), end users receive automatic responses when they send you messages.

You can either customize your auto reply message or use the default message.

Custom auto reply

You can customize your auto reply message to provide relevant information to end users.

To use a customized auto reply messages, contact your Infobip Account Manager and provide the customized message.

The message must follow the specifications shown in the table below:

Default auto reply

End users receive a default auto reply message if each of the following conditions is met:

• You have set up your sender to send only outbound messages and not to receive any inbound messages (one-way communication).
• You have not activated custom auto reply.

End users receive the following auto reply message:

This message is localized in the language of the end user’s device.

Message elements

Outbound messages

Viber messages follow a standard structure.

Transactional messages can consist of one of the following options:

• Text
• Message template. This feature is available only in Russia, Belarus, and Ukraine.

Other messages can consist of one of the following options:

• Text
• Image
• Video
• File
• Text + call-to-action button
• Text + image
• Text + video
• Text + image + call-to-action button
• Text + video + call-to-action button

In order to send images, videos, and files to end users, you will need to provide a direct URL. To ensure that the content is displayed correctly, we highly recommend following guidelines:

• Use only secured HTTPS links
• Make sure that image URLs are not protected by 'captcha'
• Make sure that URLs include file extensions (.mp4, .png, .jpeg)

Some message types (Text, Image, File) can be sent both within and outside a session. For more information about session-based messages, refer to the Conversational Messages section.

Text

Text messages can include URLs, emojis, and markdown.

You can send text messages within and outside a session. For more information about session-based messages, refer to the Conversational Messages section.

Text messages must follow the specifications shown in the table below:

Emojis

To add an emoji, use its emoji code. To get a list of emoji codes, contact your Infobip Account Manager.

Text formatting

To format your message, add markdowns to the text string.

The following table shows the markdown characters:

This text is in monospace

Markdowns must follow these guidelines:

• There must be a space between the markdown symbol and the adjacent words.

• There must not be a space between the markdown symbol and the word.

Image

You can send images within and outside a session. For more information about session-based messages, refer to the Conversational Messages section.

Images must follow the specifications shown in the table below:

Video

Videos must follow the specifications shown in the table below:

Button

For promotional messages, the text of the button can contain a maximum of 30 characters.

File

You can send files within and outside a session. For more information about session-based messages, refer to the Conversational Messages section.

Files must follow the specifications shown in the table below:

Inbound messages

Messages can consist of one of the following options:

• Text
• Image
• Video
• File

Image

Images must follow the specifications shown in the table below:

Video

Videos must follow the specifications shown in the table below: