Viber Business Calls
Use Viber Business Calls (VBC) to engage over real time live voice calls with customers. Viber end users can call businesses right from within their Viber mobile application.
Viber Business Calls allows any business to offer a great calling experience to their end users while keeping them engaged in the messaging application they use the most.
| VBC for the end user | VBC for the business |
|---|---|
| • End users can call your business at no cost. • End users can call your business from wherever they are, without the need to care about uncertain roaming fees. • End users can easily find your business's Viber Commercial Profile by searching for your business name in their Viber mobile application, and can start a voice call over Viber Business Calls with a simple click from your Commercial Profile. | • You can use the same Viber Business Calls number, linked to your Viber Commercial Profile, in multiple countries at once. No need to a dedicated local number per country. • You can easily enable multiple call scenarios without needing to type a single line of code. • If and when adequate, you can let your customers call you from Viber links on your webpage, email footer or messaging interactions. |
Supported countries
Viber Business Calls is available in the following countries:
- Algeria
- Belarus
- Bulgaria
- Croatia
- Egypt
- Greece
- Hungary
- Iraq
- Kuwait
- Myanmar
- Philippines
- Qatar
- Russia
- Serbia
- Slovakia
- Ukraine
- United Arab Emirates
- Vietnam
- Sri Lanka
Supported scenarios
Inbound traffic
Inbound traffic means traffic coming from Viber mobile application users towards the business. The following scenarios are all supported:
| Context | Scenario | Description |
|---|---|---|
| Viber end users calling your contact center | Viber calls to Conversations | Incoming calls from Viber users to our Viber Business Calls number will be redirected to Conversations. How to implement: • Set up call forwarding from your Viber Voice number towards Conversations. Start from step 2 under Configure channels / Set up Calls. Your Viber number is listed as a "Dedicated Viber Voice" number under the Voice channel application on the web interface. |
| Viber calls to Conversations with Moments (Flow) | Incoming calls from Viber users to our Viber Business Calls number will be redirected to an IVR created with Flow in Infobip Moments. If needed, this Flow can transfer this incoming call to Conversations or to any external regular phone number. How to implement: • Select your Viber Voice number in the inbound call trigger of the Flow you are creating to implement your IVR scenario. | |
| Viber end users calling your IVR | Viber calls to Moments (Flow) | Incoming calls from Viber users to our Viber Business Calls number will be redirected to an IVR created with Flow in Moments. This IVR can forward the call to an external PSTN number. Implementation: • Select your Viber Voice number in the inbound call trigger of the Flow you are creating to implement your IVR scenario. |
| Viber calls to IVR (API) | Incoming calls from Viber users to our Viber Business Calls number will be redirected to an IVR created with the IVR API. This IVR can forward the call to an external PSTN number. Implementation: • Create your IVR scenario with the Create a Voice IVR Scenario method, keep the returned scenarioId • Retrieve the numberKey for your Viber voice number • Create a voice setup for this Viber voice number, using the action type FORWARD_TO_IVR and using both numberKey and scenarioId from the previous steps. | |
| Viber end user calls are redirected to your regular phone number | Viber calls to PSTN | Incoming calls from Viber users to your Viber Business Calls number will be redirected to a predefined external fixed or mobile phone number. This can allow Viber end users to reach a business on their regular phone number but calling at no cost (for the end user) Implementation: • For simple forwarding scenarios to a single phone number, simply setup Forward to Phone action on the Viber Voice number • For advanced forwarding scenarios including failover numbers, define your route in Infobip Call Routing and setup the Forward to Call Routing action on your Viber voice number. |
| Viber end user calls are redirected to your telephony system | Viber calls to SIP Trunking | Incoming calls from Viber users to our Viber Business Calls number will be redirected to your telephony equipment (SBC, PBX) over SIP Trunking. This can allow Viber end users to reach a business on their regular phone environment but calling at no cost (for the end user) Implementation: • Have a least one SIP trunk defined towards your SIP equipment • Define a route in the Infobip Call Routing application, that includes at least one of your SIP trunks • Simply setup Forward to Call Routing action on the Viber Voice number |
| Viber end user calls are redirected to your web or mobile application | Viber calls to webRTC | Incoming calls from Viber users to your Viber Business Calls number will be redirected to a predefined webRTC user in the web or mobile application you developed based on our webRTC SDKs. This can allow Viber end users to reach a business in their voice enabled application but calling at no cost (for the end user) Implementation: • Define a route in Infobip Call Routing that includes at least one webRTC destination and setup the Forward to Call Routing action on your Viber voice number. |
| Build your own voice inbound scenario | Viber calls to the custom voice application of the customer, built on top of Calls API | Incoming calls from Viber users to the Viber Voice number of the customer will be redirected to the custom voice application that the customer has developed (and his hosting) based on our Calls API platform. Implementation: • Retrieve the numberKey for your Viber voice number • Create a Voice Setup to associate the numberKey of this Viber Voice number to your applicationId. The action type is FORWARD_TO_SUBSCRIPTION. See the inbound call flow documentation of Calls API for complete guidance on these steps. |
Outbound traffic
Outbound traffic means traffic originating from the business towards the Viber mobile application users.
Outbound calls towards Viber users is currently not allowed.
Getting started
Get a dedicated Viber voice number
To start using the Viber Business Calls service, you need to have at least one dedicated Viber voice number associated to your account. Viber Voice Numbers are not regular E.164 phone numbers but unique numeric identifiers with a length ranging from 3 to 10 digits. They can be randomly generated or you can ask for a specific number, should it remain available in our systems.
Download the Viber Business Calls warranty letter [docx (opens in a new tab)] and the Viber Business Calls Qualification form [docx (opens in a new tab)], fill required fields, sign, and be ready to hand these over to Infobip.
The provisioning of Viber voice number is not available in self service. Please reach out to your dedicated account manager with the completed documents if you are a managed account. For self service accounts, reach out to support (opens in a new tab).
Viber Voice numbers are subject to a monthly recurring charge.
Get started with your first inbound scenario
Simply refer to the "implementation" guideline under the Supported scenarios table above.
Don't hesitate to read more about Infobip Voice and discover how to leverage our services and add-ons. Viber Business Calls is a new type of voice channel for our voice product and doesn't come with any restrictions compared to regular Virtual Long Numbers, with the exception of not being able to create outbound calls towards Viber end users over Viber Business Calls.