Viber Business Messages are a way for enterprises to communicate directly with their customers on Viber using the same platform that they already use when talking to their friends. They consist of rich text, expressive content, interactive buttons, QR codes, deep links, and more. They can be sent via a one-way or two-way channel, where recipients can reply directly to messages allowing for in-depth interactions.
All service messages adhere to the highest security and privacy standards, are encrypted, and can only be viewed on the end user's device. Viber does not save the message content.
When a business sends a message to a Viber user, it will be displayed in a dedicated Viber chat from that sender. The end-users will view the following:
- Business name and logo, business website URL, and description.
- The Viber verified icon – Green (or blue for iOS devices) checkmark.
- Unsubscribe button – Each Viber user has the option to opt out from receiving messages from a specific sender by blocking that sender. They can also opt out of receiving all Business Messages directly in their settings.
- Learn more button – A way to find out more information about the sender.
Each sent message receives a callback with the message status of delivered, seen, expired, etc.
Transactional vs Promotional
Transactional messages allow you to notify your customers of any changes or important notifications they should be aware of (e.g. account charges, booking confirmations, feedback, etc.), in other words, these are purely informative. Transactional messages can be one or two ways, to allow your customers to respond for further action.
Unlike some other channels, Viber permits you to send promotional messages to customers, as well as transactional messages. The benefit of doing so allows you to use Viber as a commercial boosting channel as well as a standard communication channel. These can also be one or two-way communications.
Promotional messages are built in the same way as all messages for Viber, but use the additional Promotional flag in the web interface when building your Viber messages to let Viber know the nature of a message. This has no functional effect on your message.
Viber messages follow a standard structure and can be one of the following variations:
- Text and picture
- Text and button
- Text and picture and button
Local Regulations and Features
The following features are only available in the following countries:
In these countries, transactional messages are sent in a template format in the form of a predefined message structure sent by the service and manually approved by Viber. Templates are created to ensure that messages are easy to send and adhere to Viber guidelines.
In case you plan to send transactional messages to any of these countries, please reach out to your dedicated Sales/Account Manager or dedicated Presales Engineer. If you are based in any of these countries and plan to send service traffic outside of them, it is necessary to use two different accounts one for your end-users in any of these countries, and the second account for your end-users in all other countries.
Instead of going over your chats one by one to find your last bank transaction, flight status or delivery notification, your customers can find them in one dedicated inbox in your chat list.
This feature helps your customers organize all messages received from businesses and brands in one inbox. This way, chats are separated from day-to-day chats with friends and commercial messaging.