Viber Bots: What They Are, How They Work

Viber is not just an instant messaging app.

It is also an effective way for businesses to reach customers through automated messages.

The major players are the Viber Bots, which are intelligent chatbots that enable businesses to provide customer support around the clock, send notifications, make transactions, and develop positive relationships with customers.

This guide will walk you through everything you need to know about Viber Bots, including how they work, the new pricing model, examples, and comparisons.

What Are Viber Bots?

A Viber bot, also known as a Viber chatbot, is an automatic messaging system that businesses can use to talk to users on Viber.

Unlike regular Viber accounts, Viber bots are designed to handle many conversations at the same time, answering questions, sending updates, and helping with transactions, etc., without the need to have a human being there every time.

Viber bots are created through the Viber Bot API, which is a REST API. It allows programmers to implement features such as auto-replies, menus, as well as linking to other systems such as a CRM, payment systems, etc. Official SDKs and libraries are provided to help programmers develop bots faster.

Key Characteristics of Viber Bots

• Subscriber-based: Users are required to subscribe to a bot before it can send them any message
• Session-based messaging: Offers free unlimited messages within a 24-hour window
• Rich media: Offers text, images, videos, files, carousels, stickers, buttons, and contact cards
• Custom keyboards: Helps users easily navigate the chat
• Verification badges: Verified bots are marked with a blue checkmark

How Viber Bots Work

Knowing how Viber bots work will help you decide how you will set one up.

Here’s a simple breakdown on how it works:

The Subscription Model

Unlike SMS or email marketing, where you can directly contact your subscribers using their phone numbers, Viber bots need subscribers to sign up or opt-in.

To sign up or opt-in, your subscribers need to:

• Find and open your bot from the Viber app
• Click a deep link from your website or marketing materials that leads to your bot
• Download promotional stickers for your bot
• Send the first message to your bot

Once your subscribers sign up or opt-in, they will then have a unique Viber ID that is not associated with their phone number.

The bot will then use this ID to talk with your subscribers.

Session-Based Messaging

The way Viber bots use sessions to message people is as follows:

• Session start: The start of a 24-hour session occurs when the user sends a message to your bot.
• During Session: You can send unlimited messages to this user for free.
• Outside Session: Messages sent when there is no session are called ‘Chatbot Initiated Messages’ and are chargeable for each message.
• Session Renewal: The session time is renewed every time the user sends a message to your bot.

This model allows businesses to create interesting and engaging experiences for their users, thus reducing their messaging costs.

Message Types Supported

Viber bots offer various message formats for an engaging conversation:

Viber Bots vs. Viber Business Messages: What's the Difference?

Viber offers two options for business messaging.

It is important to understand the differences between them to choose the right option for your business.

When to use Viber Bots: You should use Viber Bots if you need to reach out to new audiences on Viber, offer interactive customer experiences, and provide assistance that keeps users engaged.

When to use Business Messages: You should use Business Messages if you already have a list of customers with phone numbers.

Viber Bot Pricing and Commercial Model (2024 Update)

From February 5, 2024, new Viber bots must comply with Viber’s commercial terms, while bots developed prior to this date may use the old commercial terms.

Here is what you need to know:

Cost Structure

• Monthly maintenance fee: 100 Euros per bot per calendar month

• Chatbot-initiated messages: Charged per message sent (varies depending on the country of the recipient)

• Session messages: Included without charge within 24 hours of the start of a session

• Welcome messages: Included without charge (first message sent after the user opens the chatbot)

Understanding Message Categories

Tip: Design your bot so it can elicit replies from users. Since a new 24-hour conversation is started each time a user sends a message to your bot, you can keep the conversation going without paying for messages your bot sends.

Business Use Cases for Viber Bots

Viber bots can be used for various industries and purposes.

The common use cases for Viber bots include:

Customer Support Automation

Viber bots can be used for automation purposes for handling day-to-day customer support issues:

• Answering common questions about products, services, and policies
• Checking order status and delivery
• Processing returns and refunds
• Escalating complex issues to human support agents
• Operating 24/7 without additional staffing costs

Transactional Notifications

Viber bots can be used for sending transactional updates to customers about their transactions and activities on the platform:

• Notifications about order status
• Appointment confirmations
• Payment receipts
• Account activity updates
• Service status updates

Marketing and Promotions

Viber bots can be used for sending targeted marketing messages to customers:

• Promotions about new products
• Personalized offers based on user behavior
• Flash sales and short-term offers
• Loyalty program updates
• Event registrations

Appointment Booking and Reservations

Viber bots can be used for appointment booking purposes for various industries:

• Restaurant reservations
• Healthcare appointments
• Salon and spa bookings
• Service appointments
• Consultation bookings

E-commerce and Payments

Viber bots can be used for e-commerce purposes for handling transactions:

• Browsing products
• Adding products to the cart
• Paying through Google Pay, Apple Pay, and other payment methods
• Tracking orders
• Recommendations

How to Create a Viber Bot: Overview

To develop a bot for the Viber application, there are a few steps involved.

Below is a brief overview of the process:

Step 1: Apply to Create a Bot

Starting in February 2024, you will need to apply to Viber or one of their verified partners to develop a bot.

This includes the following steps:

• Submitting the application for bot creation
• Accepting the commercial terms of use for Viber
• Submitting business details and the use case for the bot
• Arranging for the payment of the monthly maintenance charge

Step 2: Set Up the Bot

Upon approval of the application, you will receive the authentication token along with the Viber Admin Panel, in which you will have the ability to:

• Name the bot, add the bot's avatar, and write the bot's description
• Set up the webhook URLs for the bot
• Design the welcome message for the bot
• Design the custom keyboards for the bot

Step 3: Developing the Bot

The bot will then be developed using the Viber Bot API.

This includes the following steps:

• Utilizing the official SDKs for the bot (Python, Node.js, Java)
• Developing the bot using third-party chatbot platforms
• Working with the messaging partners of the company
• Adding NLP/AI capabilities to the bot

Step 4: Promoting the Bot

To promote the bot after the completion of the above steps, the following steps will be involved:

• Adding deep links to the bot on the website or other promotional materials
• Adding the bot to the Discover section of the application (verified bots)
• Creating promotional stickers for the bot
• Advertising the bot using the Viber Ads feature

Viber bots can assist businesses in automating customer conversations, delivering unique experiences, and connecting with numerous consumers at the same time.

However, businesses should assess the viability of Viber bots considering the recent changes to Viber's monetization strategy, which took place in 2024.

Businesses should ask themselves questions such as:

Does Viber bot match our business needs?

Who are our target consumers?

Viber is strongest in Eastern Europe and some Asian countries.

Is Viber bot a good match for our business needs?

Does our business need to build a subscriber list?

Most businesses will find that the best approach is to use multiple channels, such as Viber when it is the dominant channel, SMS when reach is the goal, and other channels depending on regional affinities.