Viber is a messaging app that in 2025 is used by over 1 billion people globally and is the most popular app in several significant markets including Philippines, Bulgaria, and Greece. Brands that operate in the regions where it is popular have recognized the value of incorporating the app into their business communication – and this includes deploying chatbots on the channel.

Viber bots are a great way for businesses to reduce the cost of customer service, boost engagement and retention with bold marketing campaigns, and automate a lot of transactional messages. They allow brands to offer around-the-clock service without the overhead of human staff. In this blog we cover everything you need to know to design and build a Viber chatbot, with step-by-step instructions that anyone can follow.

The types of Viber chatbot that you can build

There are two main types of chatbot, each with its unique strengths and features:

• Rule-based Viber chatbots: These chatbots provide a pre-configured menu of options for users to select from. They are the quickest and easiest to set up but can be incredibly useful for answering day-to-day queries that customers would previously have called a contact center to answer. Anything from store opening hours, product availability, and account balances can be provided via a simple set of options.
• Intent-based Viber chatbots: These are more sophisticated chatbots that can be designed to provide a more conversational experience for people interacting with them. They take longer to build as they use natural language processing (NLP) and need to be ‘trained’ to understand multiple words and phrases and user intents. However, they can be incredibly flexible and a real asset to any business that wants to showcase its creativity and market leadership.

Matching chatbot type with use case

To help you choose the best type of chatbot for your use case we have expanded on the types of chatbot and what they can be used for. This should help you choose the right tool for the job and avoid over-engineering the solution.

Static informational bots

You might consider these automated responses rather than chatbots as they don’t support what we would consider two-way chat. However, they can be very useful in providing information or directing customers to another channel when there isn’t a person available to reply to a message. For example “Thank you for your message. Our store is closed right now, but you can explore our website to find and purchase the products that you are interested….”

Interactive Viber chatbots

These chatbots flex the strengths of rule-based chatbots to enable two-way communication with users using workflows that are simple to build, but also incredibly useful and flexible. The user chooses options via a guided set of menu options that can include buttons, and quick replies.

They can be used effectively for all sorts of use cases including providing answers and gathering information from the customer in a secure way, for example Gender, Number of dependents, Preferred check-in time and any data point that can be provided via a set of options or free text field.

Transactional Viber chatbots

By integrating your Viber bot into your operational systems means that you can use it for a host of transactional use cases. Enable users to complete actions like booking appointments, placing orders, or making even making payments via integrations with payment systems like Google Pay, Apple Pay, and other local alternatives.

Conversational AI Viber chatbots

Use NLP and machine learning to enable natural conversations over the Viber channel. These chatbots can really chat by understanding intent and provide contextual responses. They are most suitable for advanced customer support or conversational marketing use cases.

How to build a Viber chatbot in 6 simple steps

If you would like to try building your own Viber chatbot you can register for a free account on our website and request a demo by clicking the following option:

You can then request access to our chatbot building platform where you can follow these simple steps to create a working Viber chatbot in under half an hour.

Step 1 – Getting started

Once you have logged into your new account, select the Chatbots option from the menu on the left.

Click Create Chatbot and then Start from Scratch.

Give your chatbot a name and select Viber from the dropdown menu (depending on your region, you may need to ask your Infobip account representative to add Viber to your account).

This will open the main chatbot builder canvas.

The Build section on the right of the screen has a set of tools that can be used by dragging and dropping them onto the workspace. You can use these to build up the structure and flow of your automated Viber chat.

The tools (called elements) are separated into three categories based on their function – but they all work in exactly the same way: Drag onto the workspace > Configure > Link to conversation flow.

You will get the hang of it really quickly once you start using them.

Step 2 – Add a welcome message

Every good conversation starts with a friendly greeting, right?

Drag and drop a Text element onto your workspace from the Chatbot sends menu.

You can then add some welcome text and maybe a question to kick off the engagement. Any answers that the person provides can be saved and used later in the chat, so they don’t have to keep repeating basic information like name, account number, or postcode.

Everyone is different and uses language in a slightly different way so there will always be times when the chatbot can’t quite understand what the person has asked, or maybe they have foreign characters on their keyboard. This is when the Repeat and Fallback options can be used to provide a more seamless experience.

Step 3 – Display options for users to select

By providing a set of options for users to select from, the chatbot can answer increasingly complex queries with cascading sub-menus.

Our example will only have one set of options, but you can go as deep as you like by following the same process.

Add a Send Text dialogue that asks the person to make a selection from the list that we will configure in the next step.

Next, you need to link the introductory text to the list of options by adding a Go To Dialog element and then a Text element to introduce the menu and specify the list of options it will contain.

It is a really good idea to use the Delay option to provide a bit of time for the person to read the text you are displaying and make a decision on what they would like to do. You’ll find it under Bot Actions.

The next step is to add a User Input element (you can find it under the Bot Receives menu). This will process the response that the person replies with. You can add Synonyms to handle multiple forms of response and make the chat more flexible.

Step 4 – Link responses to actions

You will then need to create an Action for each of the options that the user might choose. This can be done by configuring a Go To Dialog for each option.

You can be extra creative when creating your actions by including rich media like image carousels and videos for added engagement possibilities.

• If your customer requests the address of their nearest store send them the geolocation using the Location attribute.
• If a user requests information about one of your products, why not send them a video.

To do this you just drag the relevant element onto the workspace and link or upload the media you are sharing.

Step 5 – Time to say goodbye

The final step in the build process is to configure a seamless exit path from the chat.

Once you have confirmed that the person has got what they came for you can sign off the chat or loop them back to the menu of options.

To close and reset the chatbot interaction add a final Close session attribute. This can also optionally delete any saved data – or it can be copied to your customer database to enrich future interactions with the person.

Step 6 – Testing

It is always a good idea to make use of the Simulation option to thoroughly test your chatbot before you deploy it. Ask colleagues or friends to try it out too as fresh eyes often find issues or inconsistencies that the creator didn’t see.

When it is time to deploy your chatbot, just click Activate and it will be live!

This is basic example of a rule-based chatbot. Using the same methodology, you can go on to create highly sophisticated Viber chatbots that use natural language processing to understand customer intent to facilitate more conversational chat interactions.

Check out the following video which shows how to incorporate elements of gamification into your Viber bot to boost engagement with your customers.

Viber chatbot integration options

For businesses to get the most value from the Viber channel it makes sense to integrate it into their existing communication stack so that it can work alongside other channels like SMS and email. With Infobip there are a number of integration options:

1. Add Viber chatbots to your cloud contact center

With a cloud contact center, you can ensure a connected and consistent experience
and provide the same level of service no matter how customers get in touch, including via your Viber chatbot. Backed with a customer data platform both agents and chatbots always have access to the customer history and context they need to resolve issues quickly.

2. Create a unified messaging platform

Our Messages API is the ideal solution for businesses that want to use Viber chatbots and Viber Business Messages, and other messaging channels with a single unified API. Since Viber Business Messages is based on the recipient’s phone number and Viber Bots is ID based, both audiences can be covered with a single integration.

3. Add Viber chatbots to your own communication stack

The Viber chatbot API enables businesses to integrate Viber Bots as a messaging channel into their own systems. With Infobip, they can continue to use the channel after the free message limit has been exceeded.

Viber chatbot pricing

We strongly recommend that you use the calculator on our Viber pricing page to work out precise costs for your region, volumes, and use cases.

The following are general guidelines and do not constitute a formal quote.

• There is no charge from Viber for building and deploying a chatbot, but there is a monthly maintenance fee of about €100 under the new commercial terms.
• Welcome Messages that you can automate when a person first initiates a chat with your app are.
• After a person initiates a chat, subsequent session messages are free within a 24-hour window.
• Chats that are initiated by a chatbot are paid when sent outside an active session.
• Businesses get 10,000 free outbound messages per month, then pay per message based on the recipient’s country.

FAQ

Viber continues to be one of the most influential messaging apps in 2025, especially across Eastern Europe, the Balkans, the Middle East, and parts of Asia where it remains a top communication channel.

With more than 1.2 billion registered users worldwide and incredibly high engagement where 90% of messages are opened in the first three minutes, Viber offers brands a powerful opportunity to reach customers with timely, personalized communication.

As customer expectations shift toward richer, conversational experiences, Viber marketing offers businesses a way to increase engagement, boost loyalty, reduce support workload, and ultimately drive measurable revenue

In this guide, we’ll walk through everything you need to know to build an effective Viber marketing strategy: how the channel works, who it’s best suited for, the message types available, practical setup steps, proven marketing tactics, and how to measure success.

What is Viber marketing? 

Viber marketing refers to using Viber Business Messages to promote products or services, drive leads and communicate with customers through targeted, personalized, and often automated messages.

Features like chatbots, branded stickers, carousels, and list messages provide multiple opportunities for brands to engage with customers and enhance their experience. 

Unlike personal Viber chats, business messages come from a verified sender and support:

It’s a high-trust, opt-in channel designed to help brands deliver the right message at the right moment.

With such wide usage and versatility, Viber marketing can support many different industries. Let’s look at the benefits of using the channel.

Benefits of using Viber marketing

Globally, more than 8,500 brands are already using Viber Business Messages to engage with customers, and the list is growing. Viber’s strongest markets and rich feature set make it ideal for industries that rely on real-time, personalized communication.

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. 

By making Viber an essential part of your customer engagement strategy, you meet your customers where they already are and, on their phones, in real time, with experiences they’ll remember. 

Once you know Viber is the right channel, the next step is understanding the message formats you can send and how each one works.

Types of Viber business messages 

Viber is all about helping brands keep up with customer expectations while delivering secure, convenient, and rich conversational interactions. Here are five different message types that you can use depending on your marketing goal:

Getting started with Viber marketing

Setting up Viber for business is simple and can be done in a few steps.

1. Choose an official Viber partner

Working with an official partner like Infobip ensures smooth onboarding, verified sender IDs, message approval processes, and access to rich templates. Choose an official Viber partner

2. Register and verify your business profile

Verification helps customers immediately recognize your brand and ensures your messages meet Viber compliance guidelines.

3. collect user opt-ins

Consent is crucial for compliance and engagement. You can collect opt-ins via:

• QR codes
• Website forms
• App onboarding flows
• Call center deflection
• SMS-to-Viber migration campaigns

4. Connect via API or platform tools

Use Infobip APIs or no-code tools and solutions such our customer engagement solution, cloud contact center and chatbot builder to craft campaigns and automate journeys.

5. Set fallback options

If a customer is not on Viber, messages can automatically fall back to SMS ensuring full reach for critical notifications.

With the technical setup complete, the next step is designing a strong, strategic marketing approach.

Crafting an effective Viber marketing strategy

Building a successful Viber marketing strategy is not only about choosing a message type but also using the channel intentionally to support broader customer experience goals.

A successful Viber marketing strategy blends personalization, segmentation, and creative storytelling to build journeys that feel timely, relevant, and genuinely helpful.

Here are a few steps of how you can get started:

With the right strategy in place, it’s just as important to follow compliance rules and best practices.

Compliance, consent and best practices

Trust sits at the center of Viber’s user experience, which means brands need to uphold high standards of consent, transparency, and relevance. Before sending any promotional content, make sure customers have explicitly opted in.

This not only ensures compliance with GDPR and local privacy regulations but also sets the stage for higher engagement because opting in signals genuine interest.

Key compliance rules

• Always secure user opt-in before sending promotional messages
• Strictly follow GDPR and local privacy laws
• Ensure promotional content is pre-approved
• Provide an easy opt-out option

Best practices for strong performance

Once a customer is subscribed, treat that permission with care. Message frequency should feel balanced, not intrusive. Here are a few best practices you can follow:

• Provide clear value in every message
• Use a friendly, human tone
• Test and optimize timing, content, and formats
• Use fallback channels like SMS to ensure messages reach customers
• Remember to experiment as testing is a continuous process, not a one-off task

Now let’s look at what Viber marketing can achieve in real-world scenarios.

Viber marketing use cases

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. 

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. 

Promote products (Carousel messages) 

Present relevant offerings, like credit cards, loan plans, insurance, through visual, tappable carousels.

Boost conversions with visual campaigns (Carousel messages) 

Leverage product-rich carousels to highlight collections, exclusive deals, or seasonal promotions.

Streamline support and orders (List messages) 

Offer order tracking, delivery options, FAQ access, and customer surveys within the chat.

Frictionless account security (OTP messages) 

Use OTPs at sign-up or checkout to reduce cart abandonment and boost trust. 

Real-world success stories

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

During the pandemic Primer 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

NLB Bank in Montenegro has been a forerunner in adopting Viber as a marketing communication channel. 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. 

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 

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.

FAQs

Viber for Business is one of the most effective channels for engaging retail customers throughout the journey. With rich media options, two-way conversations, and cost-effective delivery, it gives retailers the tools to turn everyday interactions into moments of engagement, conversion, and loyalty.

New products launch daily, customer expectations change with every interaction, and budgets rarely stretch as far as marketers would like. In these cases, the channels you choose to connect with customers can make the difference between another missed opportunity and a long-term relationship.

And with Infobip as your partner, Viber for Business doesn’t just sit alongside your existing channels, it seamlessly integrates into your retail customer journey, powering personalized messages from discovery to post-purchase loyalty.

Let’s start with discovery.  

Discovery: Promote new arrivals with rich, conversational messaging 

In retail, we know that timing is everything. Customers want to be the first to know about new collections, seasonal offers, or limited drops, but they also want updates to feel personal and easy to act on.  

With Viber’s rich media formats like images, carousels, and call-to-action buttons, you can showcase new arrivals in a way that grabs attention and drives action instantly.  

For example, a fashion retailer can use Viber for Business to spotlight a new line with carousel images, while a tech store can highlight the latest smartphone along with a quick link to buy. With interactive messages, customers don’t just see what’s new, they can click through, browse, and purchase without friction. 

And with Infobip’s automation tools, these announcements can be scheduled or personalized at scale. That means the right customer sees the right product, at the right time, without extra manual work for your team. 

Consideration: Recover abandoned carts with personalized reminders 

In the consideration phase, customers weigh their options, but many never make it to checkout. That’s why cart abandonment is one of the biggest challenges in retail and eCommerce. Shoppers browse, add items, and then disappear, often just a step away from completing their purchase. Every abandoned cart represents lost revenue but also a chance to re-engage customers. 

Viber for Business makes cart recovery simple and effective. With personalized reminders that include product images, prices, and direct checkout links, retailers can nudge customers back to their purchase in a conversational and non-intrusive way. Adding an incentive, such as a discount or limited-time offer, can create urgency and increase the likelihood of conversion. 

For example, if a shopper leaves a smartphone in their cart, a follow-up message can display the exact product image alongside a “Complete purchase” button. If paired with automation through Infobip’s customer engagement solution, Moments, these reminders can be sent within hours (or minutes) of abandonment, ensuring the message feels relevant and well-timed. 

Beyond recovering lost sales, cart reminders on Viber for Business improve the overall customer experience. Instead of receiving a generic email, customers get a quick, visually engaging message right in their chat feed, making it easier to pick up where they left off. 

Conversion: Cross-sell and upsell with complementary products 

At the conversion stage, the goal isn’t just to close the sale, it’s to maximize its value. Customers who are ready to buy are also more open to suggestions for complementary products or premium upgrades that enhance their purchase. 

Viber for Business makes cross-selling and upselling seamless. With interactive messages, retailers can recommend accessories, bundles, or higher-value alternatives right inside the chat. Carousels and product images make it easy for shoppers to browse options without leaving the conversation, while call-to-action buttons drive them directly to checkout. 

For example, a customer purchasing a smartphone could be offered a protective case, headphones, or an extended warranty through a carousel message. A fashion retailer might suggest shoes or accessories that match items already in the cart. These small prompts can significantly increase average order value (AOV) while also creating a more personalized shopping experience. 

When powered by Infobip’s automation tools, these messages can be triggered based on real-time behavior. That means higher conversions without guesswork or wasted spend. 

Post-purchase: Order confirmation and real-time tracking

The customer journey doesn’t end at checkout. In fact, post-purchase is one of the most critical stages for building trust and long-term loyalty. Customers want reassurance that their order has been received, processed, and is on its way, and they expect updates to be quick and convenient. 

With Viber for Business, retailers can send instant order confirmations, shipping notifications, and real-time delivery updates directly to customers’ chat feeds. Rich media formats allow you to include order details, product images, and tracking links, so shoppers can easily stay informed. 

For example, a customer buying sneakers can receive a confirmation message with the order summary and a button to “Track my delivery.” As the package moves through each stage, automated Viber updates keep the customer informed, reducing the need for calls or emails to customer support. 

Beyond efficiency, these updates build confidence. By proactively sharing information, retailers show customers they’re in control of the process, which increases satisfaction and reduces anxiety around online shopping. 

Support: Handle delivery changes and customer inquiries with ease 

Even with the best planning, retail purchases don’t always go perfectly. Customers may need to update their delivery address, reschedule a shipment, or ask questions about a product. How quickly and smoothly you handle these requests can make or break the overall experience. 

Viber for Business enables two-way conversations that make support simple and cost-effective. Instead of waiting on hold or drafting an email, customers can send a quick message in the same channel where they received their order updates. Retailers can respond instantly, whether through live agents, automated chatbots, or a combination of both. 

For example, a customer who realizes they’ll be out during a delivery slot can reply directly in Viber to reschedule. A chatbot can handle simple requests like “change delivery date,” while more complex cases can be seamlessly escalated to a human agent. This reduces friction for customers and lowers the pressure on call centers. 

By consolidating service into Viber for Business, retailers also maintain a single history of the customer’s journey, from browsing to buying to after-sales care. This context helps agents provide faster, more personalized answers. 

Loyalty: Collect feedback and boost NPS 

The most valuable insights often come after the sale. At the loyalty stage, engaging customers for feedback not only strengthens relationships but also provides the data retailers need to improve experiences and increase NPS.

Viber for Business makes feedback collection simple and engaging. Instead of sending long surveys that risk low response rates, retailers can share short, conversational questionnaires with quick-reply buttons, emojis, or star ratings. Keeping feedback requests within the same channel is far more appealing than being redirected to long survey forms. 

For example, after a delivery is completed, a Viber message could ask: “How satisfied are you with your order?” with options ranging from very satisfied to not satisfied. For deeper insights, follow-up questions can be triggered automatically, such as asking what could be improved if the rating is low. 

Beyond improving NPS, these interactions show customers their opinions matter. Closing the loop, acknowledging feedback, and making visible improvements builds trust and increases the likelihood of repeat purchases. 

When powered by Infobip, feedback flows don’t exist in isolation. They can be integrated into your broader customer data strategy, giving you a holistic view of satisfaction across channels and touchpoints. 

Key takeaways across the retail customer journey 

• Discovery: Promoting new arrivals on Viber helps retailers boost visibility, cut through digital noise, and drive conversions quickly, all while staying cost-efficient. 
• Consideration: Cart abandonment doesn’t have to mean lost revenue. With Viber, retailers can transform abandoned carts into completed purchases while showing customers they’re paying attention to their needs. 
• Conversion: Viber enables retailers to capture more value at the point of purchase by making upsell and cross-sell offers feel natural, personalized, and easy to act on. 
• Post-purchase confidence: Viber turns routine post-purchase updates into trust-building moments, giving customers peace of mind while lowering the strain on support teams. 
• Support: With Viber, retailers can resolve issues in a channel customers already use, turning potential frustrations into moments of convenience and care. 
• Loyalty: With Viber, feedback is a natural part of the conversation. Retailers can boost NPS, improve service, and nurture long-term loyalty, all while keeping engagement cost-efficient and human. 

Closing the loop on the customer journey in retail with Viber for Business 

Retail success isn’t defined by a single touchpoint but by the entire journey, from the first moment of interest to long-term loyalty. Each interaction is a chance to create value, strengthen relationships, and keep customers coming back. 

Viber for Business helps retailers deliver on that promise by providing a familiar, trusted channel that makes communication more engaging, responsive, and efficient. 

And with Infobip as your partner, Viber becomes more than just another channel. It becomes part of an integrated customer engagement strategy, powered by automation, data, and scalability, designed to lift conversions, improve NPS, and build loyalty that lasts.  

Treat conversations as moments that matter, and customers will reward you with trust and repeat business. Viber for Business makes it seamless. Infobip makes it scalable.