<p>Business messaging platforms are becoming stricter, more structured, and significantly more interactive.</p>

<p>And now, Viber is moving in the same direction.</p>

<p>Starting July 1, 2026, <a href="https://www.viber.com/en/blog/2026-04-27/whats-new-on-viber-2/">Rakuten Viber</a> is implementing major changes to how businesses send transactional and verification messages on the platform. The biggest shift is the mandatory use of <a href="https://www.forbusiness.viber.com/ru/blog/post/product-updates-q2-2026/">pre-approved Message Templates</a> for automated business communication, including OTPs, notifications, alerts, and transactional updates.</p>

<p>At the same time, Viber is also expanding its interactive messaging capabilities with richer formats designed to improve customer engagement and conversational experiences.</p>

<p>At<a href="https://dexatel.com"> </a>Dexatel, we&rsquo;ve already expanded our <a href="https://dexatel.com/channels/viber/">Viber messaging </a>capabilities with support for:</p>

<ul>
	<li>
	<p><strong>Viber List Templates</strong></p>
	</li>
	<li>
	<p><strong>Viber Carousel Templates</strong></p>
	</li>
</ul>

<p>These new template types are now available for:</p>

<ul>
	<li>
	<p>Viber campaigns</p>
	</li>
	<li>
	<p>Viber template creation and management</p>
	</li>
	<li>
	<p>Interactive business messaging flows</p>
	</li>
</ul>

<p>For businesses already using <a href="https://dexatel.com/channels/viber/">Viber Business Messaging</a>, this is not just another feature release. It&rsquo;s a major infrastructure and compliance transition that will affect messaging workflows, authentication strategies, customer engagement, and campaign experiences across industries.</p>

<p>&nbsp;</p>

<hr />
<h2><strong>What Is Changing in Viber Business Messaging?</strong></h2>

<p>Rakuten Viber is introducing several i<a href="https://b2b.viber.com/-temporary-slug-6cf1ff3f-fcaa-44c2-a053-3a8d205aac42?hs_preview=ILvcWaem-208438609728">mportant updates</a> that businesses need to prepare for before July 1, 2026.</p>

<h3><strong>Mandatory Transactional Message Templates</strong></h3>

<p>The biggest operational change is the requirement to use approved Message Templates for transactional and verification messaging.</p>

<p>This includes:</p>

<ul>
	<li>
	<p><a href="https://dexatel.com/use-cases/otp/">OTP</a> and <a href="https://dexatel.com/use-cases/2fa/">2FA</a> messages</p>
	</li>
	<li>
	<p>order confirmations</p>
	</li>
	<li>
	<p>shipping notifications</p>
	</li>
	<li>
	<p>appointment reminders</p>
	</li>
	<li>
	<p>account alerts</p>
	</li>
	<li>
	<p>onboarding flows</p>
	</li>
	<li>
	<p>transactional updates</p>
	</li>
</ul>

<p>Migration officially started on April 1, 2026.</p>

<p>Businesses currently relying on free-form automated messaging flows will need to:</p>

<ul>
	<li>
	<p>audit existing notification systems</p>
	</li>
	<li>
	<p>redesign transactional flows</p>
	</li>
	<li>
	<p>submit and approve templates</p>
	</li>
	<li>
	<p>update APIs and automation logic</p>
	</li>
	<li>
	<p>ensure compliance with Viber&rsquo;s new formatting requirements</p>
	</li>
</ul>

<p>After July 1, unstructured or unapproved transactional messages may face:</p>

<ul>
	<li>
	<p>reduced delivery performance</p>
	</li>
	<li>
	<p>filtering</p>
	</li>
	<li>
	<p>delivery restrictions</p>
	</li>
	<li>
	<p>compliance issues</p>
	</li>
</ul>

<p>This marks a major shift toward a more WhatsApp-like business messaging ecosystem.</p>

<p>&nbsp;</p>

<hr />
<h2><strong>Dexatel Now Supports the New Viber Interactive Templates</strong></h2>

<p>Alongside the broader template transition, Viber is also introducing richer interactive messaging experiences.</p>

<p>Dexatel now supports both new interactive template formats:</p>

<h3><strong>Viber List Templates</strong></h3>

<p>List Templates allow businesses to present structured options directly inside a Viber conversation.</p>

<p>Instead of sending long text instructions or multiple links, businesses can guide users through interactive selections inside the chat itself.</p>

<h3><strong>Common use cases:</strong></h3>

<ul>
	<li>
	<p>customer support flows</p>
	</li>
	<li>
	<p>onboarding guidance</p>
	</li>
	<li>
	<p>delivery selection</p>
	</li>
	<li>
	<p>account management</p>
	</li>
	<li>
	<p>FAQ navigation</p>
	</li>
	<li>
	<p>payment actions</p>
	</li>
	<li>
	<p>subscription management</p>
	</li>
</ul>

<p><img alt="Viber_list-Template-Dexatel" src="/images/blog/307/body/Viber_list-Template-Dexatel.jpg" style="width:100%" /></p>

<p>&nbsp;</p>

<p>&nbsp;</p>

<p>&nbsp;</p>

<p>&nbsp;</p>

<p>&nbsp;</p>

<p>&nbsp;</p>

<p>&nbsp;</p>

<p>&nbsp;</p>

<p>&nbsp;</p>

<p>&nbsp;</p>

<p>&nbsp;</p>

<p>&nbsp;</p>

<p>&nbsp;</p>

<p>&nbsp;</p>

<p>&nbsp;</p>

<p>&nbsp;</p>

<p>&nbsp;</p>

<p>&nbsp;</p>

<p>&nbsp;</p>

<p>&nbsp;</p>

<p>&nbsp;</p>

<p>&nbsp;</p>

<p>&nbsp;</p>

<p>&nbsp;</p>

<hr />
<h3><strong>Viber Carousel Templates</strong></h3>

<p>Carousel Templates introduce swipeable card-based experiences directly inside Viber chats.</p>

<p>Each card can include:</p>

<ul>
	<li>
	<p>images</p>
	</li>
	<li>
	<p>titles</p>
	</li>
	<li>
	<p>descriptions</p>
	</li>
	<li>
	<p>buttons</p>
	</li>
	<li>
	<p>links</p>
	</li>
	<li>
	<p>call-to-actions</p>
	</li>
</ul>

<p>This enables significantly richer customer journeys compared to traditional notification messaging.</p>

<h3>Common use cases:</h3>

<ul>
	<li>
	<p>eCommerce product recommendations</p>
	</li>
	<li>
	<p>abandoned cart recovery</p>
	</li>
	<li>
	<p>fintech onboarding</p>
	</li>
	<li>
	<p>gaming promotions</p>
	</li>
	<li>
	<p>travel offers</p>
	</li>
	<li>
	<p>event ticketing</p>
	</li>
	<li>
	<p>personalized campaigns</p>
	</li>
</ul>

<p><img alt="Viber-Carousel-Template-Dexatel" src="/images/blog/307/body/Viber-Carousel-Template-Dexatel.jpg" /></p>

<p>The messaging experience becomes much more visual, interactive, and conversion-focused.</p>

<p>&nbsp;</p>

<hr />
<h2><strong>Why Viber Is Making These Changes</strong></h2>

<p>The messaging industry overall is evolving rapidly.</p>

<p>For years, business messaging channels were mostly used as:</p>

<ul>
	<li>
	<p>OTP delivery pipes</p>
	</li>
	<li>
	<p>notification systems</p>
	</li>
	<li>
	<p>campaign broadcast channels</p>
	</li>
</ul>

<p>That model is changing.</p>

<p>Platforms now want messaging to become:</p>

<ul>
	<li>
	<p>conversational</p>
	</li>
	<li>
	<p>interactive</p>
	</li>
	<li>
	<p>trusted</p>
	</li>
	<li>
	<p>structured</p>
	</li>
	<li>
	<p>user-friendly</p>
	</li>
</ul>

<p>This is why we&rsquo;re seeing:</p>

<ul>
	<li>
	<p>template approvals</p>
	</li>
	<li>
	<p>stricter compliance policies</p>
	</li>
	<li>
	<p>verified sender systems</p>
	</li>
	<li>
	<p>anti-spam enforcement</p>
	</li>
	<li>
	<p>interactive messaging formats</p>
	</li>
</ul>

<p>across nearly every major messaging ecosystem.</p>

<p>Viber is clearly moving in that same direction.</p>

<p>&nbsp;</p>

<hr />
<h2><strong>New Fair Usage &amp; Security Policies</strong></h2>

<p>Another major update is the introduction of <a href="https://help.viber.com/hc/en-us/articles/34551077996189-Rakuten-Viber-s-2026-Policy-Changes#:~:text=affect%20service%20availability.-,New%20Viber%20Fair%20Usage%20Policy,-We%27ve%20introduced%20a">Viber&rsquo;s new Standalone Fair Usage Policy.</a></p>

<p>This replaces older fragmented policy systems and introduces stricter enforcement around:</p>

<ul>
	<li>
	<p>spam</p>
	</li>
	<li>
	<p>fraud</p>
	</li>
	<li>
	<p>account farming</p>
	</li>
	<li>
	<p>unsolicited messaging</p>
	</li>
	<li>
	<p>abusive automation practices</p>
	</li>
</ul>

<p>For businesses, this means consent management becomes increasingly important.</p>

<p>Companies should review:</p>

<ul>
	<li>
	<p>opt-in collection flows</p>
	</li>
	<li>
	<p>user consent tracking</p>
	</li>
	<li>
	<p>campaign targeting logic</p>
	</li>
	<li>
	<p>messaging frequency</p>
	</li>
	<li>
	<p>sender verification practices</p>
	</li>
</ul>

<p>Businesses with poor messaging hygiene may see:</p>

<ul>
	<li>
	<p>delivery degradation</p>
	</li>
	<li>
	<p>compliance warnings</p>
	</li>
	<li>
	<p>account restrictions</p>
	</li>
</ul>

<p>This is especially important for high-volume industries like:</p>

<ul>
	<li>
	<p>fintech</p>
	</li>
	<li>
	<p>iGaming</p>
	</li>
	<li>
	<p>marketplaces</p>
	</li>
	<li>
	<p>eCommerce</p>
	</li>
	<li>
	<p>SaaS</p>
	</li>
</ul>

<p>&nbsp;</p>

<hr />
<h2><strong>Updated Technical &amp; Operational Requirements</strong></h2>

<p>Viber is also updating operational onboarding and management requirements.</p>

<h3><strong>Dedicated Point of Contact Requirement</strong></h3>

<p>Starting April 1, 2026:</p>

<ul>
	<li>
	<p>new client onboarding requires a dedicated point of contact</p>
	</li>
</ul>

<p>This is designed to improve operational communication and compliance management.</p>

<p>&nbsp;</p>

<hr />
<h3><strong>Partner Portal Improvements</strong></h3>

<p>Viber has also expanded self-management capabilities through its Partner Portal.</p>

<p>Businesses can now update various technical fields and messaging configurations directly without depending heavily on Viber support teams.</p>

<p>Operationally, this should simplify:</p>

<ul>
	<li>
	<p>template management</p>
	</li>
	<li>
	<p>configuration updates</p>
	</li>
	<li>
	<p>technical maintenance</p>
	</li>
	<li>
	<p>messaging adjustments</p>
	</li>
</ul>

<p>&nbsp;</p>

<hr />
<h2><strong>New User Experience Features Businesses Should Care About</strong></h2>

<p>Some of the smaller updates may actually have meaningful engagement impact.</p>

<h3><strong>Tap &amp; Copy Functionality</strong></h3>

<p>Messages can now support &ldquo;Tap &amp; Copy&rdquo; interactions for:</p>

<ul>
	<li>
	<p>coupon codes</p>
	</li>
	<li>
	<p>tracking numbers</p>
	</li>
	<li>
	<p>verification references</p>
	</li>
</ul>

<p>Small UX improvements like this can significantly reduce friction in customer journeys.</p>

<p>&nbsp;</p>

<hr />
<h3><strong>Unread Chats Folder</strong></h3>

<p>Viber users now have a dedicated unread chats folder.</p>

<p>This increases pressure on businesses to make messages:</p>

<ul>
	<li>
	<p>concise</p>
	</li>
	<li>
	<p>relevant</p>
	</li>
	<li>
	<p>engaging</p>
	</li>
	<li>
	<p>clearly actionable</p>
	</li>
</ul>

<p>Low-quality or repetitive business messaging may become easier for users to ignore.</p>

<p>&nbsp;</p>

<hr />
<h2><strong>How These Changes Will Affect Different Industries</strong></h2>

<h3><a href="https://dexatel.com/industries/ecommerce/"><strong>eCommerce</strong></a></h3>

<p>Interactive messaging creates stronger opportunities for:</p>

<ul>
	<li>
	<p>abandoned cart recovery</p>
	</li>
	<li>
	<p>personalized offers</p>
	</li>
	<li>
	<p>product discovery</p>
	</li>
	<li>
	<p>order updates</p>
	</li>
	<li>
	<p>retention campaigns</p>
	</li>
</ul>

<p>Carousel Templates are especially valuable here.</p>

<p>&nbsp;</p>

<hr />
<h3><a href="https://dexatel.com/industries/financial-services/"><strong>Fintech</strong></a></h3>

<p>Fintech businesses can improve:</p>

<ul>
	<li>
	<p>onboarding</p>
	</li>
	<li>
	<p>verification flows</p>
	</li>
	<li>
	<p>fraud alerts</p>
	</li>
	<li>
	<p>account notifications</p>
	</li>
	<li>
	<p>authentication journeys</p>
	</li>
</ul>

<p>through more guided interactive messaging experiences.</p>

<p>&nbsp;</p>

<hr />
<h3><a href="https://dexatel.com/industries/gaming/"><strong>iGaming and Betting Platforms</strong></a></h3>

<p>This may become one of the strongest use cases for Viber&rsquo;s new interactive capabilities.</p>

<p>Gaming companies already depend heavily on:</p>

<ul>
	<li>
	<p>fast onboarding</p>
	</li>
	<li>
	<p>OTP delivery</p>
	</li>
	<li>
	<p>retention campaigns</p>
	</li>
	<li>
	<p>promotional engagement</p>
	</li>
</ul>

<p>Interactive templates can improve:</p>

<ul>
	<li>
	<p>onboarding completion</p>
	</li>
	<li>
	<p>campaign conversion</p>
	</li>
	<li>
	<p>reactivation performance</p>
	</li>
	<li>
	<p>customer engagement</p>
	</li>
</ul>

<p>&nbsp;</p>

<hr />
<h3><strong>Logistics and Delivery Platforms</strong></h3>

<p>List Templates work particularly well for:</p>

<ul>
	<li>
	<p>delivery status updates</p>
	</li>
	<li>
	<p>support flows</p>
	</li>
	<li>
	<p>delivery time selection</p>
	</li>
	<li>
	<p>order confirmations</p>
	</li>
	<li>
	<p>rescheduling interactions</p>
	</li>
</ul>

<p>&nbsp;</p>

<hr />
<h2><strong>What Businesses Should Prepare Before July 1</strong></h2>

<h3><strong>1. Audit Existing Messaging Infrastructure</strong></h3>

<p>Review:</p>

<ul>
	<li>
	<p>OTP flows</p>
	</li>
	<li>
	<p>transactional notifications</p>
	</li>
	<li>
	<p>onboarding journeys</p>
	</li>
	<li>
	<p>automation systems</p>
	</li>
	<li>
	<p>campaign messaging</p>
	</li>
</ul>

<p>Especially anything relying on free-form messaging.</p>

<p>&nbsp;</p>

<hr />
<h3><strong>2. Start Template Migration Early</strong></h3>

<p>Do not wait until the final weeks before enforcement.</p>

<p>Template approvals, localization, testing, and optimization can take time.</p>

<p>&nbsp;</p>

<hr />
<h3><strong>3. Review Consent &amp; Compliance Practices</strong></h3>

<p>Businesses should ensure:</p>

<ul>
	<li>
	<p>proper opt-in collection</p>
	</li>
	<li>
	<p>verified sender setup</p>
	</li>
	<li>
	<p>compliant messaging practices</p>
	</li>
	<li>
	<p>clear unsubscribe mechanisms where relevant</p>
	</li>
</ul>

<p>&nbsp;</p>

<hr />
<h3><strong>4. Improve Customer Experience, Not Just Compliance</strong></h3>

<p>The businesses that benefit most from these changes will not simply adapt for compliance.</p>

<p>They&rsquo;ll use interactive messaging to:</p>

<ul>
	<li>
	<p>reduce friction</p>
	</li>
	<li>
	<p>improve onboarding</p>
	</li>
	<li>
	<p>increase engagement</p>
	</li>
	<li>
	<p>shorten support journeys</p>
	</li>
	<li>
	<p>improve conversion rates</p>
	</li>
</ul>

<p>&nbsp;</p>

<hr />
<h2><strong>The Messaging Industry Is Becoming More Interactive</strong></h2>

<p>The era of basic text-only business messaging is ending.</p>

<p>Messaging platforms are evolving toward:</p>

<ul>
	<li>
	<p>conversational experiences</p>
	</li>
	<li>
	<p>interactive customer journeys</p>
	</li>
	<li>
	<p>verified communication</p>
	</li>
	<li>
	<p>structured messaging ecosystems</p>
	</li>
</ul>

<p>Viber&rsquo;s 2026 changes are part of a much larger industry transition happening across business messaging globally.</p>

<p>For businesses, this is both:</p>

<ul>
	<li>
	<p>a compliance shift</p>
	</li>
	<li>
	<p>and a customer experience opportunity</p>
	</li>
</ul>

<p>Companies that adapt early will likely gain significant advantages in engagement, onboarding performance, and messaging efficiency over the next few years.</p>


Explore Viber’s upcoming July 1, 2026 business messaging changes, including mandatory templates, new security policies, and interactive List & Carousel Templates now supported by Dexatel.

Viber Business Messaging Is Changing in 2026: What Businesses Need to Prepare for Before July 1

Dexatel

Explore Viber’s July 1, 2026 business messaging changes, including mandatory templates, security policies, and List & Carousel Templates now supported by Dexatel.

Viber Business Messaging Changes 2026: What Businesses Need to Know

<p>Get ready for the ultimate showdown as we put two of the most popular messaging apps against each other&mdash;Viber vs. WhatsApp.</p>

<p>With over 3 billion active users combined, these apps have become essential tools for staying connected with friends, family, and colleagues around the world.</p>

<p>But which app reigns supreme, especially for business owners looking to optimize communication and customer engagement?</p>

<p>Let&rsquo;s find out.</p>

<h2>Understanding the Difference Between WhatsApp and Viber</h2>

<p>When it comes to Viber vs. WhatsApp, both&nbsp;<a href="https://dexatel.com/blog/instant-messaging-for-businesses/" title="Instant Messaging for Businesses: 14 Apps for Your Brand">instant messaging apps</a> were created with the primary intention of connecting people through text, voice, and video messages.</p>

<p>However, the specific intentions of the two apps differ in a few significant ways.</p>

<p>WhatsApp was created in <a href="https://www.britannica.com/topic/WhatsApp" title="WhatsApp History">2009</a> by Brian Acton and Jan Koum, with the intention of providing a simple and secure messaging app.</p>

<p>The founders of WhatsApp believed that people should be able to communicate with each other without being tracked, spied on, or having their data sold to advertisers.</p>

<p>They designed the app with strong privacy features, such as end-to-end encryption, to protect users&#39; messages and calls.&nbsp;</p>

<p>Viber was created in <a href="https://www.viber.com/en/blog/2020-12-02/viber-is-10/" title="Viber is 10!">2010</a> with the primary goal of providing a communication app that was accessible to anyone, anywhere in the world.</p>

<p>It aimed to become a messaging app that could compete with other apps like Skype and WhatsApp.</p>

<p>While Viber also offers end-to-end encryption, its focus is more on providing a customizable and fun user experience.</p>

<p>The intentions of the Viber app vs. WhatsApp can also be seen in their different&nbsp;marketing strategies.&nbsp;</p>

<p>WhatsApp&rsquo;s marketing strategy presents it as a secure and private messaging app, while Viber focuses on its customization options, such as custom themes, emojis, and stickers.</p>

<h2>User Interface and Features</h2>

<p>One of the most noticeable differences between Viber vs. WhatsApp is their user interface.</p>

<p>Viber has a more colorful and playful interface, with a variety of themes and customizations available.</p>

<p>Users can change the background, chat bubble colors, and even add stickers to their conversations.</p>

<p>WhatsApp, on the other hand, has a more straightforward and minimalist interface, with a limited number of customization options.</p>

<p>Another significant difference between WhatsApp and Viber is their features.</p>

<p>While both apps allow users to send messages, make voice and video calls, and share media files, there are some differences in their functionality.&nbsp;</p>

<p>For example, Viber allows users to play games within the app, send secret messages that disappear after a certain amount of time, and even make purchases directly from the app.</p>

<p>WhatsApp has a feature that allows users to send their live location to contacts, and it also has a status update feature similar to Instagram stories.</p>

<p>Moreover, Viber has a feature called Public Accounts, which allows businesses to create a public profile and interact with their customers directly through the app.</p>

<p>WhatsApp does not have this feature, but it does offer a free business version called WhatsApp Business that provides similar functionality.</p>

<p>Additionally, it offers the WhatsApp Business API, which differs from the regular WhatsApp Business by enabling larger enterprises to integrate and automate communication with their customers on a larger scale.</p>

<h2>Security and Privacy</h2>

<p>As mentioned, WhatsApp is known for its strong security features, including end-to-end encryption.</p>

<p>This means that only the sender and receiver of a message can see the content, and even WhatsApp itself cannot access the message.</p>

<p>WhatsApp also allows users to verify the identity of contacts through a unique QR code or fingerprint scan.</p>

<p>Additionally, like most messaging apps, the app provides two-factor authentication for an extra layer of security.</p>

<p>In comparison, Viber also offers end-to-end encryption, but it is not as strong as WhatsApp&#39;s.</p>

<p>Viber&#39;s encryption does not include group chats, and it can be turned off by the user if they choose.</p>

<p>Viber also allows users to verify the identity of contacts through a verification code, but it does not offer two-factor authentication.</p>

<p>Another significant difference to note when discussing WhatsApp vs. Viber is their approach to data sharing.</p>

<p>Viber collects some user data, such as location information and device information while file-sharing, to provide personalized content and ads.</p>

<p>Meanwhile, WhatsApp does not collect any user data beyond what is necessary for the app to function.</p>

<h2>Call and Message Quality</h2>

<p>Both apps use internet connectivity to make calls and send messages, so call and message quality can be affected by internet speed and connection strength.</p>

<p>However, both Viber and WhatsApp use advanced compression technology to ensure that messages and calls are delivered efficiently and with minimal delay.&nbsp;</p>

<p>In terms of voice and video calls, both apps offer clear and stable connections, though the quality may vary based on internet connectivity.&nbsp;</p>

<h2>User Base and Popularity</h2>

<p>WhatsApp has a larger user base than Viber, with over 2 billion active monthly users compared to <a href="https://worldpopulationreview.com/country-rankings/viber-users-by-country" title="Viber Users by Country 2024">Viber&#39;s modest 1 billion</a>.</p>

<p>This is partly due to WhatsApp&#39;s widespread popularity in countries like India and Brazil, where it is the most widely used messaging app.</p>

<p>On the other hand, Viber has a loyal user base in certain regions, such as Eastern Europe and the Middle East, where it is particularly popular.</p>

<h2>Monetization Strategies</h2>

<p>Both Viber and WhatsApp are free to download and use, but they have different monetization strategies.</p>

<p>WhatsApp&#39;s main revenue stream comes from charging businesses to use their WhatsApp Business API to communicate with customers.</p>

<p>This allows businesses to send messages such as order updates, shipping notifications, and customer support messages.</p>

<p>Viber has various monetization options.</p>

<p>They have in-app purchases, such as stickers and games, that users can buy to enhance their messaging experience.</p>

<p>Viber also offers <a href="https://help.viber.com/hc/en-us/articles/9174997922589-What-is-Viber-Out" title="What is Viber Out">Viber Out</a>, a feature that allows users to make low-cost calls to non-Viber users.</p>

<p>Besides, Viber has a partnership program that allows businesses to integrate Viber into their customer support systems for a fee.</p>

<h2>Secret Chat</h2>

<p>One of Viber&#39;s standout features is the ability to send self-destructing messages.</p>

<p>Similarly, Telegram also offers this feature, as discussed in our blog <a href="https://dexatel.com/blog/telegram-vs-whatsapp/" title="Telegram vs. WhatsApp: Choosing the Best for Business">comparing WhatsApp with Telegram</a>.</p>

<p>This feature allows users to send messages that disappear after a set period of time, ensuring that sensitive information stays private and secure.</p>

<p>To send a self-destructing message on Viber,&nbsp; type out your message and tap the clock icon next to the send button.</p>

<p>This will bring up a menu where you can choose the amount of time before the message disappears, ranging from 1 second to 1 minute.</p>

<p>Once you send the message, the recipient will have a set amount of time to read it before it disappears.</p>

<p>The self-destructing message feature on Viber is particularly useful for users who want to ensure that their messages are only viewed by the intended recipient and not stored on their device.</p>

<p>It can also be useful for sending sensitive information, such as passwords or credit card numbers, without leaving a digital trail.</p>

<p>Unlike Viber, WhatsApp does not have a Secret Chat feature.</p>

<p>However, it does offer an Archived feature that allows users to hide chats without completely deleting them.</p>

<p>When a chat is archived in WhatsApp, it is moved to a separate folder and removed from the main chat list.</p>

<p>This means that the chat is hidden from view and can only be accessed by scrolling down to the bottom of the chat list and tapping on the Archived Chats folder.&nbsp;</p>

<p>While the Archived feature on WhatsApp may not offer the same level of privacy as Viber&#39;s Secret Chat, it can still be useful for users who want to keep certain conversations out of sight.</p>

<p>Archived chats can also be unarchived at any time, making it easy to bring them back into the main chat list if needed.</p>

<h2>Popularity in the Business World</h2>

<p>While both have made significant strides in recent years, WhatsApp, in particular, has developed a dedicated&nbsp;<a href="https://dexatel.com/channels/whatsapp/" title="WhatsApp Business API Solution">WhatsApp Business API</a>.</p>

<p>Various business messaging providers have integrated the WhatsApp Business API within their platforms.</p>

<p>This makes it accessible to send WhatsApp campaigns and engage in one-on-one conversations directly from the messaging provider&#39;s web app or API.</p>

<p>The API offers features like automated messages, customer support, and even transactional messaging &mdash; including secure <a href="https://dexatel.com/channels/whatsapp-otp/">WhatsApp OTP</a> messages for user verification.</p>

<p>This way, businesses can improve their customer service by utilizing VoIP apps in their strategies.</p>

<p>Viber has also developed a business version of its app, called&nbsp;<a href="https://dexatel.com/channels/viber/" title="Viber Business Messaging Solution">Viber Business</a>.</p>

<p>This version offers features like auto-replies, chatbots, and public accounts, which allow businesses to create a public profile and interact with customers directly.&nbsp;&nbsp;It also supports <a href="https://dexatel.com/channels/viber-otp/">Viber OTP</a>, enabling companies to send secure one-time passwords for user verification during onboarding or transactions.</p>

<p>Both channels are integrated and available on Dexatel, ensuring seamless and efficient communication for businesses.</p>

<h3>Mobile Marketing</h3>

<p>Thanks to&nbsp;mobile marketing services, businesses can connect with their customers, send notifications, and respond to inquiries.</p>

<p>Using WhatsApp Business, companies can create a company profile, which includes their logo, description, and contact information.</p>

<p>WhatsApp offers various features such as product catalogs and the ability to create and send automated messages.</p>

<p>Similarly, Viber&#39;s messaging platform also offers features such as chatbots, polls, and surveys to enhance the customer experience.</p>

<p>Businesses can also create public accounts that users can follow, allowing them to receive updates, news, and promotions directly in their Viber app.</p>

<h2>Which Is Better: WhatsApp Or Viber? Key Takeaways</h2>

<p>As of now, there is no clear winner in the Viber versus WhatsApp debate from a business perspective.</p>

<p>Both are excellent messaging apps that offer unique features and benefits for businesses.</p>

<p>WhatsApp has a larger user base and a user-friendly interface, making it easier to connect with a wider audience.</p>

<p>On the other hand, Viber offers more customization options and advanced security features, which can be crucial for businesses dealing with sensitive information.</p>

<p>Choosing between the two largely depends on your business needs and priorities, as well as the location and preferences of your target audience.</p>

<p>So, which is better for your business&mdash;WhatsApp or Viber?</p>

<p>Consider these questions:</p>

<ul>
	<li>Which app does your target audience prefer?</li>
	<li>What features are most important for your business operations?</li>
	<li>Do you prioritize a larger user base or advanced security features?</li>
</ul>

<p>In English-speaking countries like the USA, UK, Canada, and Australia, WhatsApp is more widely preferred.</p>

<p>Conversely, Viber is popular in countries such as Russia, Ukraine, Belarus, Greece, and several Middle Eastern countries.</p>

<p>Evaluate these key takeaways to decide which messaging app is the right fit for your business.</p>


Compare Viber vs. WhatsApp in the ultimate showdown, analyzing user base, compatibility, monetization strategies, mobile marketing capabilities, and more.

Viber Vs. WhatsApp: Which is Better?

Viber Vs. WhatsApp: Which One Is Better?

<p>Business communication is shifting from email and SMS to messaging apps. Customers expect fast, interactive, and personalized conversations: directly in the apps they already use.</p>

<p><a href="https://dexatel.com/channels/viber/">Viber</a> is one of the leading messaging platforms in regions like Central and Eastern Europe, the Balkans, CIS countries, and the Middle East. For businesses operating in these markets, it has become a powerful customer communication channel.</p>

<h2>What Is the Viber API?</h2>

<p>The <a href="https://dexatel.com/channels/viber-api/">Viber API</a>&nbsp;(also known as Viber Business API) allows companies to send secure, branded, and automated messages to customers inside the Viber app. It supports transactional messages like OTPs and delivery updates, promotional campaigns with rich media, and two-way customer support conversations.</p>

<p>Unlike regular app-to-app messaging, the Viber API is designed for enterprise use. It allows businesses to integrate Viber into their existing systems, such as CRMs, eCommerce platforms, customer support tools, and authentication services, through a programmable interface.</p>



<h3>Personal Viber Messaging Vs. Viber Business Messaging</h3>

<p>There is a clear difference between personal messaging and <a href="https://dexatel.com/blog/viber-for-business/">Viber business communication</a>.</p>

<p>Personal Viber accounts are intended for one-to-one conversations between users. Messages are sent manually, and profiles are tied to individual phone numbers.</p>

<p>The Viber Business API, on the other hand, is built for brands. It allows companies to:</p>

<ul>
	<li>
	<p>Send high volumes of messages simultaneously</p>
	</li>
	<li>
	<p>Use verified, branded sender profiles</p>
	</li>
	<li>
	<p>Automate communication through APIs and webhooks</p>
	</li>
	<li>
	<p>Track delivery and read receipts</p>
	</li>
	<li>
	<p>Launch promotional and transactional campaigns</p>
	</li>
</ul>

<p>Business accounts also go through an approval and verification process, strengthening trust and brand authenticity for end users.</p>

<h3>Who Uses the Viber API?</h3>

<p>The Viber API is widely used by businesses that need fast, reliable, and scalable customer communication.</p>

<p>Common industries include:</p>

<ul>
	<li>
	<p><strong>eCommerce: </strong>order confirmations, shipping updates, promotions</p>
	</li>
	<li>
	<p><strong>Fintech and banking: </strong>OTPs, fraud alerts, transaction notifications</p>
	</li>
	<li>
	<p><strong>Retail brands: </strong>marketing campaigns and personalized offers</p>
	</li>
	<li>
	<p><strong>Travel and logistics: </strong>booking confirmations and real-time updates</p>
	</li>
	<li>
	<p><strong>Customer support teams: </strong>two-way conversations and chatbot automation</p>
	</li>
</ul>

<p>Any organization that needs secure, high-engagement messaging can benefit from the Viber API.</p>

<p><img alt="Viber API visualization on laptop" src="/images/blog/287/body/Viber-api-laptop.jpg" style="width:100%" /></p>

<h2>What Can You Do With the Viber API?</h2>

<p>The Viber API gives businesses the ability to communicate with customers across the entire customer journey.</p>

<p>Here&rsquo;s what companies typically use the Viber API for:</p>

<h3>Transactional Messaging</h3>

<p>Transactional messages are automated, time-sensitive notifications triggered by user actions or system events. These messages are critical for security, logistics, and customer experience.</p>

<p>With the Viber API, businesses can send:</p>

<ul>
	<li>
	<p><a href="https://dexatel.com/channels/viber-otp/">Viber OTPs</a>&nbsp;(one-time passwords) for login and verification</p>
	</li>
	<li>
	<p>Account alerts and security notifications</p>
	</li>
	<li>
	<p>Payment confirmations</p>
	</li>
	<li>
	<p>Booking confirmations</p>
	</li>
	<li>
	<p>Password reset messages</p>
	</li>
</ul>

<p>Because Viber supports branded sender IDs and rich formatting, these messages feel more secure and trustworthy than traditional texting.</p>

<p>Businesses also use the Viber API for:</p>

<ul>
	<li>
	<p>Order confirmations</p>
	</li>
	<li>
	<p>Shipping and delivery updates</p>
	</li>
	<li>
	<p>Real-time status notifications</p>
	</li>
</ul>

<p>Delivery and read receipts allow companies to track whether customers have received and opened the message.</p>

<h3>Promotional and Marketing Messages</h3>

<p>Beyond transactional communication, the Viber API is a powerful marketing channel.</p>

<p>Unlike <a href="https://dexatel.com/channels/sms/">SMS</a>, Viber supports rich media, including:</p>

<ul>
	<li>
	<p>Images and GIFs</p>
	</li>
	<li>
	<p>Videos</p>
	</li>
	<li>
	<p>Buttons and call-to-action links</p>
	</li>
	<li>
	<p>Carousels</p>
	</li>
	<li>
	<p>Branded messages</p>
	</li>
</ul>

<p>This makes it ideal for:</p>

<ul>
	<li>
	<p>Product launches</p>
	</li>
	<li>
	<p>Flash sales</p>
	</li>
	<li>
	<p>Seasonal campaigns</p>
	</li>
	<li>
	<p>Personalized offers</p>
	</li>
	<li>
	<p>Customer re-engagement campaigns</p>
	</li>
</ul>

<p>With high open rates compared to email, businesses can deliver promotional content directly inside a messaging app that customers already use daily.</p>

<h3>Customer Support and Two-Way Messaging</h3>

<p>The Viber API also enables two-way communication.</p>

<p>Customers can reply to messages, ask questions, and interact with brands in real time. This makes Viber suitable for:</p>

<ul>
	<li>
	<p>Live agent conversations</p>
	</li>
	<li>
	<p>Post-purchase support</p>
	</li>
	<li>
	<p>Appointment rescheduling</p>
	</li>
	<li>
	<p>Feedback collection</p>
	</li>
</ul>

<p>Businesses can integrate chatbots and automation tools to handle common questions instantly, while routing more complex issues to human agents.</p>

<p>This combination of automation and live support improves response times and reduces operational costs.</p>

<h2>How Does the Viber API Work?</h2>

<p>The Viber API works by connecting a business&rsquo;s internal systems to Viber&rsquo;s messaging infrastructure. Once integrated, companies can automatically send messages to customers, receive replies, and track engagement in real time.</p>

<p>Here&rsquo;s how the process works step by step:</p>

<h3>1. Business Registration and Approval</h3>

<p>Before sending messages through the Viber API, a company must create and verify a Viber Business Account.</p>

<p>This includes:</p>

<ul>
	<li>
	<p>Submitting business details</p>
	</li>
	<li>
	<p>Providing brand information</p>
	</li>
	<li>
	<p>Setting up a branded sender profile</p>
	</li>
	<li>
	<p>Completing Viber&rsquo;s approval process</p>
	</li>
</ul>

<p>Viber verifies businesses to ensure authenticity and prevent spam. Once approved, the company receives access credentials for API integration.</p>

<p>The branded sender profile is important because it allows businesses to send messages from a verified brand name instead of a random phone number. This increases trust and recognition among customers.</p>

<h3>2. API Integration</h3>

<p>After approval, the next step is integrating the Viber API with your platform.</p>

<p>Businesses connect the API to systems such as:</p>

<ul>
	<li>
	<p>CRM platforms</p>
	</li>
	<li>
	<p>eCommerce websites</p>
	</li>
	<li>
	<p>Banking systems</p>
	</li>
	<li>
	<p>Customer support tools</p>
	</li>
	<li>
	<p>Authentication services</p>
	</li>
</ul>

<p>Integration allows systems to automatically trigger messages. For example:</p>

<ul>
	<li>
	<p>A user logs in &rarr; an OTP is sent</p>
	</li>
	<li>
	<p>An order is placed &rarr; a confirmation message is triggered</p>
	</li>
	<li>
	<p>A shipment is dispatched &rarr; delivery updates are sent</p>
	</li>
</ul>

<p>Authentication keys are used to securely send message requests to Viber&rsquo;s servers. The API handles formatting, routing, and message processing.</p>

<h3>3. Message Delivery to End Users</h3>

<p>Once a message request is sent via the API, Viber delivers it directly to the user&rsquo;s Viber app.</p>

<p>If the user has Viber installed and is connected to the internet, the message appears instantly in their chat interface: just like a normal message from a contact.</p>

<p>Businesses can track:</p>

<ul>
	<li>
	<p>Delivery status</p>
	</li>
	<li>
	<p>Read receipts</p>
	</li>
	<li>
	<p>User replies</p>
	</li>
</ul>

<p>If the message is not delivered (for example, if the user doesn&rsquo;t have Viber installed), some providers offer fallback options such as SMS to guarantee message completion.</p>

<p>This structured flow, registration, integration, and delivery allows businesses to communicate reliably and at scale.</p>

<p>The Viber API offers more than basic text messaging. It provides advanced features that help businesses create secure, engaging, and branded customer interactions.</p>

<p>Here are the key features that make Viber a powerful business messaging channel:</p>

<h3>Rich Media Support</h3>

<p>Unlike traditional SMS, the Viber API supports rich and interactive message formats.</p>

<p>Businesses can send:</p>

<ul>
	<li>
	<p>Images and GIFs</p>
	</li>
	<li>
	<p>Videos</p>
	</li>
	<li>
	<p>Clickable buttons with call-to-action links</p>
	</li>
	<li>
	<p>Carousels and product showcases</p>
	</li>
	<li>
	<p>Branded backgrounds and layouts</p>
	</li>
</ul>

<p>This makes Viber ideal for marketing campaigns, product promotions, and interactive customer journeys. Rich media not only improves engagement but also allows brands to deliver visually appealing messages directly inside the chat interface.</p>

<h3>Branded Sender Profiles</h3>

<p>With the Viber Business API, messages are sent from a verified brand profile rather than a random phone number.</p>

<p>Branded profiles can include:</p>

<ul>
	<li>
	<p>Company name</p>
	</li>
	<li>
	<p>Logo</p>
	</li>
	<li>
	<p>Brand colors</p>
	</li>
	<li>
	<p>Verified badge (where applicable)</p>
	</li>
</ul>

<p>This builds trust and helps customers instantly recognize the sender. In industries like fintech, banking, and eCommerce, branded messaging significantly reduces confusion and increases message credibility.</p>

<h3>Read and Delivery Receipts</h3>

<p>The Viber API provides real-time delivery tracking.</p>

<p>Businesses can see:</p>

<ul>
	<li>
	<p>Whether a message was delivered</p>
	</li>
	<li>
	<p>Whether it was opened (read status)</p>
	</li>
	<li>
	<p>When the user interacted with it</p>
	</li>
</ul>

<p>These insights allow companies to monitor campaign performance, confirm OTP delivery, and optimize communication strategies based on engagement data.</p>

<h3>High Engagement and Open Rates</h3>

<p>Messaging apps consistently outperform email in engagement. Messages sent via Viber typically achieve high open rates because they appear directly in a user&rsquo;s primary communication app.</p>

<p>Unlike email inboxes that are often crowded, messaging apps offer a more direct and immediate channel. This makes Viber especially effective for time-sensitive notifications, security messages, and promotional campaigns.</p>

<h3>End-to-End Encryption</h3>

<p>Security is critical in business communication. Viber supports end-to-end encryption for messages, helping protect user data and sensitive information.</p>

<p>For industries such as banking, fintech, healthcare, and eCommerce, this added layer of security is essential when sending OTPs, account alerts, or transaction confirmations.</p>

<h2>Using Viber API With Dexatel</h2>

<p>While the Viber messaging API provides powerful business messaging capabilities, companies typically access it through an official messaging provider. This is where Dexatel simplifies the process.</p>

<p>Dexatel offers direct Viber API connectivity as part of a unified omnichannel communication platform, allowing businesses to manage multiple messaging channels through a single interface.</p>

<p>Here&rsquo;s how Viber works within the Dexatel ecosystem:</p>

<h3>Unified Omnichannel Messaging</h3>

<p>With Dexatel, Viber is not a standalone channel. It operates alongside:</p>

<ul>
	<li>
	<p>SMS</p>
	</li>
	<li>
	<p><a href="https://dexatel.com/channels/whatsapp/">WhatsApp</a></p>
	</li>
	<li>
	<p><a href="https://dexatel.com/channels/telegram/">Telegram</a></p>
	</li>
	<li>
	<p>Other global messaging channels</p>
	</li>
</ul>

<p>Instead of integrating separate APIs for each platform, businesses use a single API and a centralized dashboard to manage all communication.</p>

<p>This means companies can:</p>

<ul>
	<li>
	<p>Send messages across multiple channels from one system</p>
	</li>
	<li>
	<p>Maintain consistent messaging logic</p>
	</li>
	<li>
	<p>Automate customer journeys across platforms</p>
	</li>
	<li>
	<p>Switch channels based on availability or performance</p>
	</li>
</ul>

<p>For example, if a customer prefers Viber in one region and WhatsApp in another, messaging logic can automatically adapt.</p>

<h3>OTP and Authentication Messages</h3>

<p>Security and authentication are among the most common Viber API use cases.</p>

<p>Through Dexatel, businesses can send secure one-time passwords (OTPs) and verification messages via Viber with branded sender profiles.</p>

<p>To guarantee maximum deliverability, Dexatel supports automatic fallback to SMS if:</p>

<ul>
	<li>
	<p>The user does not have Viber installed</p>
	</li>
	<li>
	<p>The message fails to deliver</p>
	</li>
	<li>
	<p>The device is offline</p>
	</li>
</ul>

<p>This guarantees that critical messages, such as login codes or transaction confirmations, always reach the end user.</p>

<h3>Analytics and Reporting</h3>

<p>Understanding performance is essential for optimizing communication.</p>

<p>Dexatel provides detailed analytics for Viber messages, including:</p>

<ul>
	<li>
	<p>Delivery rates</p>
	</li>
	<li>
	<p>Read rates</p>
	</li>
	<li>
	<p>Engagement metrics</p>
	</li>
	<li>
	<p>Campaign performance insights</p>
	</li>
</ul>

<p>With this data, businesses can measure effectiveness, improve timing, adjust targeting strategies, and maximize ROI.</p>

<h3>Unified Omnichannel Messaging</h3>

<p>With Dexatel, Viber is not a standalone channel. It operates alongside:</p>

<ul>
	<li>
	<p>SMS</p>
	</li>
	<li>
	<p>WhatsApp</p>
	</li>
	<li>
	<p>Telegram</p>
	</li>
	<li>
	<p>Other global messaging channels</p>
	</li>
</ul>

<p>Instead of integrating separate APIs for each platform, businesses use a single API and a centralized dashboard to manage all communication.</p>

<p>This means companies can:</p>

<ul>
	<li>
	<p>Send messages across multiple channels from one system</p>
	</li>
	<li>
	<p>Maintain consistent messaging logic</p>
	</li>
	<li>
	<p>Automate customer journeys across platforms</p>
	</li>
	<li>
	<p>Switch channels based on availability or performance</p>
	</li>
</ul>

<p>For example, if a customer prefers Viber in one region and WhatsApp in another, messaging logic can automatically adapt.</p>

<h3>OTP and Authentication Messages</h3>

<p>Security and authentication are among the most common Viber API use cases.</p>

<p>Through Dexatel, businesses can send secure one-time passwords (OTPs) and verification messages via Viber with branded sender profiles.</p>

<p>To ensure maximum deliverability, Dexatel supports automatic fallback to SMS if:</p>

<ul>
	<li>
	<p>The user does not have Viber installed</p>
	</li>
	<li>
	<p>The message fails to deliver</p>
	</li>
	<li>
	<p>The device is offline</p>
	</li>
</ul>

<p>This guarantees that critical messages, such as login codes or transaction confirmations, always reach the end user.</p>

<h3>Analytics and Reporting</h3>

<p>Understanding performance is essential for optimizing communication. Dexatel provides detailed analytics for Viber messages, including:</p>

<ul>
	<li>
	<p>Delivery rates</p>
	</li>
	<li>
	<p>Read rates</p>
	</li>
	<li>
	<p>Engagement metrics</p>
	</li>
	<li>
	<p>Campaign performance insights</p>
	</li>
</ul>

<p>With this data, businesses can measure effectiveness, improve timing, adjust targeting strategies, and maximize ROI.</p>

<p><img alt="Viber-themed woman holding phone in hand" src="/images/blog/287/body/viber-api-user.jpg" style="width:100%" /></p>

<h2>How to Get Started With Viber API</h2>

<p>Getting started with the Viber API is a straightforward process when working with an official messaging provider. The key steps include choosing the right partner, completing business verification, and preparing your launch setup.</p>

<h3>Choosing a Viber API Provider</h3>

<p>Viber Business API access is typically offered through authorized messaging providers. When selecting a provider, businesses should consider:</p>

<ul>
	<li>
	<p>Direct connectivity to Viber</p>
	</li>
	<li>
	<p>Omnichannel capabilities (SMS, WhatsApp, Telegram, etc.)</p>
	</li>
	<li>
	<p>OTP fallback options</p>
	</li>
	<li>
	<p>Analytics and reporting tools</p>
	</li>
	<li>
	<p>Technical support and onboarding assistance</p>
	</li>
	<li>
	<p>Transparent pricing</p>
	</li>
</ul>

<p>A reliable provider allows for smooth integration, faster approval, and stable message delivery.</p>

<h3>Business Verification Timeline</h3>

<p>Before sending messages, your business must complete Viber&rsquo;s verification process.</p>

<p>This typically involves:</p>

<ul>
	<li>
	<p>Submitting company registration details</p>
	</li>
	<li>
	<p>Providing brand information and logo assets</p>
	</li>
	<li>
	<p>Defining your messaging use cases</p>
	</li>
	<li>
	<p>Setting up a branded sender profile</p>
	</li>
</ul>

<p>The approval timeline may vary depending on the industry and documentation, but verification usually takes several business days once all required information is submitted.</p>

<p>This step is essential to ensure trust, prevent spam, and maintain a secure messaging ecosystem.</p>

<h3>Launch Checklist</h3>

<p>Before going live with the Viber API, make sure you have:</p>

<ul>
	<li>
	<p>Completed Viber Business Account approval</p>
	</li>
	<li>
	<p>Integrated the API with your CRM, platform, or backend system</p>
	</li>
	<li>
	<p>Configured authentication credentials</p>
	</li>
	<li>
	<p>Tested message templates (transactional and promotional)</p>
	</li>
	<li>
	<p>Set up fallback routing (e.g., SMS) if needed</p>
	</li>
	<li>
	<p>Defined opt-in and compliance processes</p>
	</li>
	<li>
	<p>Configured tracking and analytics</p>
	</li>
</ul>

<p>Once these steps are complete, you&rsquo;re ready to start sending messages at scale.</p>



<h2>To Sum Up</h2>

<p>The Viber API has become a high-engagement business messaging channel for companies operating in regions where Viber has strong user adoption.</p>

<p>It allows for secure, branded, and scalable communication across the entire customer journey&mdash;from transactional messages like OTPs and delivery updates to promotional campaigns and real-time customer support.</p>

<p>For businesses in eCommerce, fintech, retail, logistics, and customer service, the Viber API offers a direct and interactive way to connect with users inside a messaging app they already trust.</p>

<p>If you&rsquo;re aiming to improve customer communication with reliable, scalable messaging, start using the Viber API with Dexatel and integrate it into your omnichannel strategy.</p>

What is Viber API? This is your complete guide of what Viber API is and how you can use it for your business. 

What Is Viber API and How Does It Work?

<p>Viber Business Messages is not a free-for-all.</p>

<p>It&#39;s an opt-in environment by design and is supported by the platform and data protection laws in all markets where Viber operates.</p>

<p>Before your first message is sent out, you&#39;ll need to have documented, specific, and valid consent.</p>

<p>This guide will walk you through what that looks like in practice: what constitutes valid consent, how to obtain it at different customer touchpoints, and what to do if you fail to comply.</p>

<h2>Why Viber Treats Consent as Non-Negotiable</h2>

<p>This is because Viber&rsquo;s business messaging is designed with the user in mind.</p>

<p>The blue check mark, the Business Inbox where business messages are separated from personal ones, and the ability to block and report messages are designed to prevent unsolicited messages from occurring in the first place.</p>

<p>It is not something that businesses can opt in or out of; it is something that they need permission for.</p>

<p>And the rules are enforced.</p>

<p>Viber monitors the block rate of every sender.</p>

<p>If the block rate is too high, the account can be shut off without any notice given to the user.</p>

<p>It is not guaranteed that the account will be reinstated, but the user will have to prove that they have adhered to the rules in order to get it back.</p>

<p>Messages that have not been given consent for will not only be marked as spam by the user but can also get the user in trouble with the service as a whole.</p>

<p>For your business, having a list of subscribers that have not given proper consent is not only a legal problem but can also become an operational one.</p>

<p>Those who have not given proper consent will begin blocking the messages they receive from you, and the high block rate can get the business shut out of the channel altogether.</p>

<p>&nbsp;</p>

<h2>The Legal Framework You Are Operating In</h2>

<p>The rules for giving consent on Viber vary depending on the location of your recipients.</p>

<p>This is because different regions have varying data protection regulations.</p>

<p>The first thing to do is to be familiar with the regulations applicable to your list and to set it up accordingly.</p>

<p>The most effective way to comply is to adhere to the regulations of the EU and EEA and the UK.</p>

<p>This is because these regulations are the most stringent.</p>

<p>The regulations require that you obtain consent as the basis for processing data.</p>

<p>The regulations also state that you cannot use the legitimate interest principle for direct marketing.</p>

<p>The principle of consent requires that it be freely given, specific, informed, unambiguous, and documented.</p>

<p>The regulations also require that users have the right to withdraw their consent at any time.</p>

<p>You are also required to limit the collection of data to what you will actually use.</p>

<p>&nbsp;</p>

<h2>What Legally Valid Consent Actually Means</h2>

<p>Valid GDPR-based consent, as well as best practices worldwide, has five elements.</p>

<p>Each of these elements is important, and failing to meet any of them means that you do not have valid consent.</p>

<ul>
	<li>
	<p><strong>Free given</strong>: The customer cannot be forced to give their consent to get your product or service.</p>
	</li>
</ul>

<p>For instance, if your customer must give their consent to get Viber marketing messages to complete their order, they&rsquo;re not really consenting.</p>

<p>They&rsquo;re forced to, which is coercion, not free given.</p>

<ul>
	<li>
	<p><strong>Specific</strong>: A customer who gives their consent to get order updates has not given their consent to get promotional messages, or vice versa.</p>
	</li>
</ul>

<p>A customer who gives their consent to get your chatbot service has not given their consent to get offers or discounts.</p>

<p>Each case must be given its own basis for consent.</p>

<ul>
	<li>
	<p><strong>Informed</strong>: The customer must understand who they&rsquo;re consenting to get messages from, through which medium (Viber, by name), what kinds of messages they&rsquo;ll get, and how often they&rsquo;ll get them.</p>
	</li>
</ul>

<p>Vague language, such as &ldquo;agree to receive communications,&rdquo; does not meet this standard.</p>

<ul>
	<li>
	<p><strong>Unambiguous</strong>: The customer must give their consent by an overt, affirmative action, which can include an unticked checkbox or clicking &ldquo;Yes, subscribe me to Viber updates.&rdquo;</p>
	</li>
	<li>
	<p><strong>Documented</strong>: You must keep records of your customer&rsquo;s consent.</p>
	</li>
</ul>

<p>Viber requires you to do so.</p>

<p>If your customer says they didn&rsquo;t give their consent, or if your company gets audited, you must be able to show them your records to prove your case.</p>

<p>Documentation is not optional, it is your compliance.</p>

<h2>How to Collect Opt-Ins: Four Compliant Touchpoints</h2>

<p>The methods of collecting consents vary for each channel, while the law remains the same for all channels.</p>

<p>Website Sign-Up Forms</p>

<p>The most transparent and auditable approach is to use an opt-in form.</p>

<p>The form must include Viber as a channel, what messages you will send, what you think the frequency of messages will be, and include a link to your privacy policy.</p>

<p>The form must require an affirmative action to complete.</p>

<p>Avoid including this form with your terms of service or another channel&#39;s newsletter signup.</p>

<p>These are two separate consents.</p>

<p>There are several ways to include an opt-in form: preference center, settings, or through a pop-up.</p>

<p>Each of these methods will give you different results, but they can all work if done correctly.</p>

<h3>E-Commerce Checkout</h3>

<p>The checkout page is another good location to collect user consents, as they are engaged with your brand at this time.</p>

<p>The user&#39;s information is visible, making it easier to collect Viber consent.</p>

<p>However, collecting Viber consent on an e-commerce checkout page must be done correctly.</p>

<p>For an overview of how Viber can work with e-commerce, outside of the opt-in process, please refer to Viber for E-Commerce.</p>

<h3>Viber Chatbot Subscription</h3>

<p>The consent for the chatbot to send messages will come when the user subscribes to the chatbot on Viber.</p>

<p>The consent happens when the user receives the welcome message.</p>

<p>Before asking for the user&rsquo;s confirmation, the user should know what they&rsquo;re consenting to.</p>

<p>The welcome message should contain information about you, the messages the chatbot will send, the frequency of the messages, and the unsubscribe option.</p>

<p>After the welcome message, you can request the user&rsquo;s confirmation.</p>

<p>This is as much about consent as it is about messaging.</p>

<p>The experience should look and feel natural for the user on Viber while at the same time being clear and informed for the user.</p>

<h3>Using QR Codes for Offline-to-Online</h3>

<p>For the consent process, you can use physical materials such as product packaging, receipts, signs, or other materials for the event you&rsquo;re organizing.</p>

<p>The consent process will take place on the website the QR code redirects the user to.</p>

<p>The QR code alone does not contain the consent information; it&rsquo;s merely the medium for the consent.</p>

<p>The website should contain the entire consent process, as mentioned earlier.</p>

<p>Make sure you keep track of the source of the user&rsquo;s consent.</p>

<p>If you&rsquo;re using the QR code on product packaging, for example, make sure you keep a note such as &quot;opted in via QR code on product packaging, November 2025&quot; rather than &quot;opted in via website.&quot;</p>

<h2>What Your Opt-In Copy Must Include</h2>

<p>It&rsquo;s not just a formality; it&rsquo;s the legal mechanism.</p>

<p>It must have the right information for the consent gathered to be legally valid.</p>

<p>For Viber Business Messages, each and every opt-in must have these six components:</p>

<ul>
	<li>
	<p>Your business name &mdash; identical to how it&rsquo;s displayed on your Viber sender profile</p>
	</li>
	<li>
	<p>Viber named &mdash; the text must state Viber explicitly and not just imply it</p>
	</li>
	<li>
	<p>Description of message types &mdash; not general terms such as &ldquo;updates&rdquo;</p>
	</li>
	<li>
	<p>Approximate send frequency &mdash; e.g., &ldquo;up to 4 messages per month&rdquo;</p>
	</li>
	<li>
	<p>Link to your privacy policy &mdash; this policy must mention Viber messages</p>
	</li>
	<li>
	<p>How to unsubscribe &mdash; must have at least this statement: &ldquo;I can unsubscribe anytime&rdquo;</p>
	</li>
</ul>

<p>For example:</p>

<ul>
	<li>
	<p>Compliant: &ldquo;Yes, I want to receive order updates, shipping notifications, and occasional promotional offers from [Brand Name] via Viber. I understand I can unsubscribe at any time. [Privacy Policy]&rdquo;</p>
	</li>
	<li>
	<p>Non-compliant: &ldquo;By signing up, you agree to receive communications from us.&rdquo;</p>
	</li>
</ul>

<p>The non-compliant example does not meet the requirements because it does not specify the channel used (&ldquo;via Viber&rdquo;), does not specify what kind of messages are being sent (&ldquo;order updates and shipping notifications&rdquo;), does not specify the send frequency (&ldquo;from time to time&rdquo;), and is included with the sign-up agreement.</p>

<p>Should the consumer claim they didn&rsquo;t know they were agreeing to Viber marketing, this text does not protect the brand.</p>

<p>Note that <a href="https://dexatel.com/channels/viber-otp/" title="Viber OTP Service">Viber OTP messages</a> are not subject to this requirement and are used only for authentication.</p>

<h2>Record-Keeping: What to Store and How</h2>

<p>But collecting that consent is only half the task.</p>

<p>The other half is recording that consent, and that is important because it demonstrates that you are able to prove that you are complying with regulations.</p>

<p>For each of your subscribers, your records should show:</p>

<ul>
	<li>
	<p>The phone number or Viber ID</p>
	</li>
	<li>
	<p>The date and time when they gave their consent</p>
	</li>
	<li>
	<p>The channel and touchpoint used to collect that consent</p>
	</li>
	<li>
	<p>What version of that form they saw when they gave their consent</p>
	</li>
</ul>

<p>If they opt out of receiving further messages from you, record that date and time too and keep that record; do not delete it.</p>

<p>Make sure that these records are stored securely and that any one record can be retrieved immediately.</p>

<p>Data protection agencies expect you to produce records within days, not weeks.</p>

<p>On record retention, you should keep records for the length of the relationship and for some time thereafter.</p>

<p>How long thereafter will depend on what is reasonable in your jurisdiction.</p>

<p>However, do not keep records forever after the relationship has ended (data minimization principle of the GDPR).</p>

<h2>Handling Opt-Outs Correctly</h2>

<p>Opt-out handling is often where compliance risks arise in many businesses.</p>

<p>The rules are clear, and the consequences of any errors are felt right away.</p>

<p>Each message must have an opt-out option included.</p>

<p>Viber users can also block the sender inside the Viber app.</p>

<p>This is not something you can control, but you can control the impact it has on your block rate.</p>

<p>When the user has opted out, follow through with the opt-out in 24 hours or less.</p>

<p>The GDPR requirement is to act without undue delay, and 24 hours is the standard practice that is defensible in any compliance investigation.</p>

<p>After the opt-out, the user should not receive the number right away in any of the campaigns.</p>

<p>Do not continue to send the number because the campaign is in the queue.</p>

<p>Do not put the user in another list and say that is the workaround.</p>

<p>Keep the opt-out data.</p>

<p>Do not delete the data.</p>

<p>It is part of the compliance trail and shows that the opt-out request is being handled appropriately.</p>

<p>Monitor the block rate in the analytics dashboard in Dexatel in real-time as a compliance indicator.</p>

<p>A high block rate could indicate that the content of the message is not meeting the expectations of the Viber user, or that the business is sending too frequently, or that the user was on the list in error in the first place.</p>

<p>A high block rate is the compliance indicator before Viber&rsquo;s systems act on the issue, and it is something that must be addressed by the business before Viber does.</p>

<h2>Regulated Industries: Stricter Rules Apply</h2>

<p>There are additional rules to follow in these sectors, and their consent and compliance requirements are higher than the standard rules.</p>

<p>Gambling, micro credit, and loan-related businesses must adhere to higher Viber requirements.</p>

<p>This could mean more documented requirements to prove their consent, including needing template approvals, and checking their messages&rsquo; content and senders.</p>

<p>If they do not adhere to these requirements, their penalties will come earlier and will be more severe compared to other businesses, considering Viber only allows fewer consent mistakes in these categories.</p>

<p>Financial services must adhere to an additional set of data protection rules specific to their sector, aside from the GDPR rules on consent.</p>

<p>Consent must be given clearly and in writing, especially in financial services, considering that data is highly sensitive, and every decision in their compliance requirements is critical.</p>

<h2>When You Need to Re-Consent Your List</h2>

<p>Consent given two years ago for a customer that has since altered their relationship with your brand is not relevant today.</p>

<p>There are some circumstances when you must request new consent from your subscribers, not just good practice.</p>

<p>You must request new consent when:</p>

<ul>
	<li>
	<p>A lot of time has passed since the original consent (the standard period being 18-24 months),</p>
	</li>
	<li>
	<p>You are changing the type of message, its content, and/or the sending frequency from what was agreed upon in the initial request,</p>
	</li>
	<li>
	<p>You are trying to reactivate your dormant subscribers&rsquo; list,</p>
	</li>
	<li>
	<p>You are moving subscribers from one channel to another (e.g., from SMS to Viber).</p>
	</li>
</ul>

<p>Opt-in on one channel does not automatically apply to another channel.</p>

<p>Viber requires its own opt-in.</p>

<p>To request new consent, send one clear message that includes your brand identity and explains what you are asking them to agree to and how they can easily agree to this request.</p>

<p>If they do not agree within a reasonable time frame (a standard period of seven to fourteen days), they should not be included in future campaigns.</p>

<p>A smaller re-consented list will outperform a larger non-consented one in all key areas.</p>

<h2>What Happens When You Get It Wrong</h2>

<p>Non-compliance can have the following serious consequences at two different levels:</p>

<p><strong>Platform level:</strong> If you break the policy, Viber can disable your sender account.</p>

<p>This means you will not be able to send messages, notify customers, send OTPs, or even send campaigns on the platform until you can prove you&rsquo;re complying with the policy to Viber&rsquo;s satisfaction.</p>

<p>Re-enabling the account does not mean you&rsquo;re guaranteed to get it back.</p>

<p>If you&rsquo;re disabled and want to get back on the platform, you must disclose information about the content of the messages you&rsquo;re sending and the way you&rsquo;re obtaining consent.</p>

<p>Very high block rates can trigger automatic investigation, even without the need for a complaint.</p>

<p>As you sign up as a Viber Business sender through the Dexatel platform, you&rsquo;re required to sign an anti-spam warranty.</p>

<p>If you break the consent policy, you&rsquo;re breaking the Viber policy and the warranty you signed when you signed up through the Dexatel platform.</p>

<p>Note that as a real Viber Business Messaging partner, Dexatel must enforce the policy on all senders on the platform.</p>

<p><strong>Legal level:</strong> Under the GDPR, fines can reach as high as &euro;20 million or 4% of global annual turnover, whichever is higher.</p>

<p>Data protection authorities throughout the EU are currently investigating and fining businesses for consent violations related to messages.</p>

<p>Neither of the regulations requires a major breach to start enforcing the regulations; any complaint can start the investigation.</p>

<h2>Getting Started with Compliant Viber Messaging on Dexatel</h2>

<p>Dexatel assists with this from the outset.</p>

<p>You must agree to the anti-spam warranty to begin creating your <a href="https://dexatel.com/blog/viber-business-account/" title="Viber Business Account: Complete Setup Guide 2025">Viber Business Account</a> via Dexatel&mdash;and this includes consent within the agreement prior to sending your first message.</p>

<p>Dexatel also assists with this on a large scale.</p>

<p>You can send automatically with consent via the Viber API.</p>

<p>This means you can send event-triggered messages such as order confirmations, appointment reminders, and authentication codes immediately when they happen without needing to manually upload any lists.</p>

<p>You can also see all incoming replies and opt-outs within the centralized Viber Business Inbox without needing a mobile app.</p>

<p>The cost of Viber Business Messages via Dexatel is pay-per-message with no contract required.</p>

<p>Check <a href="https://dexatel.com/pricing/viber/" title="Viber Business Pricing">Viber&#39;s pricing</a> for costs per country and message type.</p>

<p>It only takes under 48 hours to set up with us.</p>

<p>Start your free trial today with $2 in credits included&mdash;no credit card required.</p>

<h2>Conclusion</h2>

<p>A Viber subscriber list that is created with the right consent is an asset, but one created without consent is a liability that can get the sender into legal trouble or get the account suspended by Viber.</p>

<p>The basics of Viber compliance are easy:</p>

<ul>
	<li>Use proper consent with the right words,</li>
	<li>Document every opt-in with sufficient detail to prove it,</li>
	<li>Respect opt-outs in under 24 hours,</li>
	<li>Monitor your block rate as your primary health metric,</li>
	<li>Follow GDPR best practices everywhere,</li>
	<li>Re-consent your list if the rules have changed.</li>
</ul>

<p>Companies that follow these rules will build Viber programs that can withstand any level of legal, platform, or business scrutiny.</p>

<p>The list may not be as big as the list they could have had by taking shortcuts, but it will work better, stay cleaner, and not disappear when Viber&rsquo;s enforcement catches the sender with an uncompliant list.</p>


Viber Business Messages require explicit consent before you send. Learn how to collect opt-ins legally, what records to keep, and how to handle opt-outs — without risking your sender account.

Viber Opt-In: How to Build a Compliant Subscriber List (2026)

How to Build a Viber Subscriber List the Right Way

Learn how to use Viber for business across transactional messages, promotional campaigns, and customer support. Covers strategy, contact list management, analytics, and common mistakes — a practical guide for businesses ready to operate on Viber, not just sign up.

How to Use Viber for Business: Strategy, Campaigns & Support [2026]

How to Use Viber for Business: A Complete Operational Guide

<p>Viber is a messaging application with over 1 billion users across the globe.</p>

<p>It has a significant user base across Eastern Europe, the Middle East, and Southeast Asia.</p>

<p>Rakuten Viber launched a new feature called <a href="https://global.rakuten.com/corp/news/press/2024/0123_01.html" title="Rakuten Viber Rings in a New Era of Business-User Connection with Business Calls">Viber Business Calls in January 2024</a>.</p>

<p>The feature enables businesses to communicate better with their customers.</p>

<p>This guide covers everything you need to know about Viber Business Calls and how Viber can help your business communicate better with your customers.</p>

<h2>What Are Viber Business Calls?</h2>

<p>Viber Business Calls enables Viber users to call businesses directly through the Viber app.</p>

<p>The calls are free for users but incur a per-minute cost for businesses.</p>

<p>This service aligns with Viber&rsquo;s vision of becoming a super app that includes a range of services like messaging, chatbots, advertisements, and voice calls.</p>

<p>The key points are as follows:</p>

<ul>
	<li>Free calls: Viber users will not incur any charges, anywhere in the world, including international calls.</li>
	<li>Business-funded calls: Businesses will incur a flat rate per minute.</li>
	<li>In-app calls: Viber Business Calls will allow users to make calls within the Viber app.</li>
	<li>Special business numbers: Businesses will have a Viber voice number with 3-10 digits instead of a regular phone number.</li>
</ul>

<h2>How Viber Business Calls Work</h2>

<p>Understanding the Viber Business Calls mechanism will allow businesses to determine if it is the right medium for their support services.</p>

<h3>From the Customer&rsquo;s Point of View</h3>

<p>There are various ways for the customer to initiate the call to the business.</p>

<p>Some of the ways are as follows:</p>

<ul>
	<li>Business Profile</li>
	<li>Within the Chat</li>
	<li>Call Links</li>
	<li>Business Directory</li>
</ul>

<p>All of these are initiated within the Viber app.</p>

<p>Customers are able to see the business&rsquo;s profile, including the business&rsquo;s name and logo, before the call is initiated.</p>

<p>This call is initiated directly to the call center of the business.</p>

<h3>From the Business&rsquo;s Point of View</h3>

<p>There are four steps for businesses to set up the Viber Business Call.</p>

<p>They are as follows:</p>

<ul>
	<li>Add the Business Call button to the business&rsquo;s profile within the Viber Business Account.</li>
	<li>Choose a Viber Number, or use the call center&rsquo;s existing phone number.</li>
	<li>Connect the VoIP solution with the Viber setup.</li>
	<li>Customers are able to call the call center from anywhere, without the need for the call to be made within the Viber app, nor will the call cost the customer any additional money.</li>
</ul>

<h2>Key Benefits for Businesses</h2>

<p>Viber Business Calls solves many issues that businesses face with traditional voice calls.</p>

<h3>Remove Cost Worries from Customers</h3>

<p>Customers have many worries when they want to call a business.</p>

<p>They often wonder whether they will incur additional costs.</p>

<p>With Viber Business Calls, you no longer have to worry about additional costs.</p>

<p>They can call you from anywhere in the world without any additional charges.</p>

<p>This will particularly benefit travelers, expats, or countries where international calls are very costly.</p>

<h3>Global Reach Without Local Numbers</h3>

<p>For businesses that want to provide toll-free support across many countries, they need local numbers.</p>

<p>With Viber Business Calls, you no longer have to worry about local numbers.</p>

<p>One Viber voice number will allow you to reach anyone anywhere in the world.</p>

<p>This will make things much simpler for you.</p>

<p>It will also make things simpler for you as you will not have to deal with many local numbers.</p>

<h3>Seamless Chat-to-Call Transitions</h3>

<p>The customer journey may involve many stages.</p>

<p>They may want to use a chatbot first, then a human agent, and finally a voice call.</p>

<p>With Viber Business Calls, you no longer have to worry about this as you will have a seamless chat-to-call experience.</p>

<p>The customer will no longer have to switch between chats and calls as they will have a one-tap option to make a call.</p>

<h3>Increase Customer Satisfaction</h3>

<p>According to research, 91% of consumers like brands that offer either call or message options.</p>

<p>With Viber Business Calls, you will increase customer satisfaction as you will offer both options.</p>

<p>In addition, with voice calls, you will be able to solve many issues that would have required many messages.</p>

<p>This will make things simpler as you will have solved many issues with only one call.</p>

<h2>Common Use Cases</h2>

<p>Viber Business Calls enables various industries in addressing different customer support issues, such as:</p>

<ul>
	<li>Customer support and queries: Address customers&#39; queries and issues related to products by making direct voice calls.</li>
	<li>Order tracking and delivery: Help retailers and delivery services notify customers about their orders and make changes as required.</li>
	<li>Post-sales support: Assist customers in handling warranty issues and setting up their products.</li>
	<li>Banking and financial support: Assist customers with their accounts and other financial issues while they are abroad.</li>
	<li>Travel and hospitality: Help customers with their travel-related issues and bookings while they are away.</li>
	<li>Healthcare and pharmacy: Assist customers with their medication and other healthcare issues.</li>
</ul>

<h2>How to Set Up Viber Business Calls</h2>

<p>In order to use the Viber Business Calls feature, you must be associated with an official Viber partner.</p>

<p>The following is an outline for the basic setup process:</p>

<ul>
	<li>Viber Business Account: You will require an existing Viber Business Account or will need to create one with the help of a messaging partner.</li>
	<li>Viber Voice Number: You will be required to obtain a dedicated Viber Voice Number, which is a unique ID consisting of 3 to 10 digits.</li>
	<li>VoIP Integration: Your existing call center will be integrated with the Viber Business Calls feature using the VoIP/SIP integration method.</li>
	<li>Documentation: The warranty letters and qualification forms will be required to be filled out.</li>
	<li>Activation: Once the approval process is complete, the call button will be enabled on the business&rsquo;s Viber Business profile.</li>
</ul>

<p>Note: The Viber Business Calls feature currently supports only incoming calls.</p>

<p>Customers are able to call businesses, but the business cannot call the customer using the Viber Business Calls feature.</p>

<h2>Viber Business Calls vs. Viber Business Messages</h2>

<p>Knowing when to use voice or messaging will help you plan a good multi-touch communication strategy.</p>

<p><img alt="Table comparing Viber messages and Viber calls" src="/images/blog/281/body/Screenshot-2026-02-06-at-11.46.54.png" style="width:100%" /></p>

<p>When to use voice: For complicated problems that require explanation, for sensitive problems where a personal touch is required, for urgent problems where quick help is required, and for sales pitches where building rapport is necessary.</p>

<p>When to use messaging: For simple queries, for sharing documents or images, for communicating across time zones, and for conveying information that can be referenced later.</p>

<p>The best way to use both voice and messaging is to give the customer a choice between both and to allow them to easily switch between both.</p>

<h2>Get Started with Viber for Business</h2>

<p>Regardless of whether you are ready to move into voice calls or want to start with messaging, you have strong capabilities at your fingertips.</p>

<p>Dexatel offers Viber Business Messages, allowing you to reach customers through rich media, interactive buttons, and personalized messages.</p>

<p>This solution includes promotional and transactional messages, as well as SMS fallback, and pay-per-message pricing, enabling you to easily start talking to customers on Viber.</p>

<p>Want voice as well as messaging?</p>

<p>Check the <a href="https://www.forbusiness.viber.com/en/messaging-partners/?integration=business-calls" title="Viber Business Call Providers">Viber partners list</a>, specifically who supports Viber Business Calls.</p>


Learn how Viber Business Calls work. Free voice calls for customers, seamless integration for businesses. Complete 2026 setup guide.

Viber Business Calls: Complete Guide for Businesses [2026]

Viber Business Calls: Complete Guide for Businesses

<p>Viber is not just an instant messaging app.</p>

<p>It is also an effective way for businesses to reach customers through automated messages.</p>

<p>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.</p>

<p>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.</p>

<h2>What Are Viber Bots?</h2>

<p>A Viber bot, also known as a Viber chatbot, is an automatic messaging system that businesses can use to talk to users on Viber.</p>

<p>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.</p>

<p>Viber bots are created through the <a href="https://developers.viber.com/docs/api/rest-bot-api/" title="Viber Bot API">Viber Bot API</a>, 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.</p>

<h3>Key Characteristics of Viber Bots</h3>

<ul>
	<li>Subscriber-based: Users are required to subscribe to a bot before it can send them any message</li>
	<li>Session-based messaging: Offers free unlimited messages within a 24-hour window</li>
	<li>Rich media: Offers text, images, videos, files, carousels, stickers, buttons, and contact cards</li>
	<li>Custom keyboards: Helps users easily navigate the chat</li>
	<li>Verification badges: Verified bots are marked with a blue checkmark</li>
</ul>

<h2>How Viber Bots Work</h2>

<p>Knowing how Viber bots work will help you decide how you will set one up.</p>

<p>Here&rsquo;s a simple breakdown on how it works:</p>

<h3>The Subscription Model</h3>

<p>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.</p>

<p>To sign up or opt-in, your subscribers need to:</p>

<ul>
	<li>Find and open your bot from the Viber app</li>
	<li>Click a deep link from your website or marketing materials that leads to your bot</li>
	<li>Download promotional stickers for your bot</li>
	<li>Send the first message to your bot</li>
</ul>

<p>Once your subscribers sign up or opt-in, they will then have a unique Viber ID that is not associated with their phone number.</p>

<p>The bot will then use this ID to talk with your subscribers.</p>

<h3>Session-Based Messaging</h3>

<p>The way Viber bots use <a href="https://dexatel.com/blog/viber-session-messaging/" title="Viber Session Messaging">sessions</a> to message people is as follows:</p>

<ul>
	<li>Session start: The start of a 24-hour session occurs when the user sends a message to your bot.</li>
	<li>During Session: You can send unlimited messages to this user for free.</li>
	<li>Outside Session: Messages sent when there is no session are called &lsquo;Chatbot Initiated Messages&rsquo; and are chargeable for each message.</li>
	<li>Session Renewal: The session time is renewed every time the user sends a message to your bot.</li>
</ul>

<p>This model allows businesses to create interesting and engaging experiences for their users, thus reducing their messaging costs.</p>

<h3>Message Types Supported</h3>

<p>Viber bots offer various message formats for an engaging conversation:</p>

<p><img alt="Table showing Viber message type and description." src="/images/blog/280/body/Screenshot-2026-02-06-at-11.28.10.png" style="width:100%" /></p>

<h2>Viber Bots vs. Viber Business Messages: What&#39;s the Difference?</h2>

<p>Viber offers two options for business messaging.</p>

<p>It is important to understand the differences between them to choose the right option for your business.</p>

<p><img alt="Table comparing Viber bots with Viber messages" src="/images/blog/280/body/Screenshot-2026-02-06-at-11.33.19.png" style="width:100%" /></p>

<p>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.</p>

<p>When to use Business Messages: You should use <a href="https://dexatel.com/channels/viber/" title="Viber Business Messaging">Business Messages</a> if you already have a list of customers with phone numbers.</p>

<h2>Viber Bot Pricing and Commercial Model (2024 Update)</h2>

<p>From February 5, 2024, new Viber bots must comply with Viber&rsquo;s commercial terms, while bots developed prior to this date may use the old commercial terms.</p>

<p>Here is what you need to know:</p>

<h3>Cost Structure</h3>

<ul>
	<li>
	<p>Monthly maintenance fee: 100 Euros per bot per calendar month</p>
	</li>
	<li>
	<p>Chatbot-initiated messages: Charged per message sent (varies depending on the country of the recipient)</p>
	</li>
	<li>
	<p>Session messages: Included without charge within 24 hours of the start of a session</p>
	</li>
	<li>
	<p>Welcome messages: Included without charge (first message sent after the user opens the chatbot)</p>
	</li>
</ul>

<h3>Understanding Message Categories</h3>

<p><img alt="Table with Vibver message type, description, and cost" src="/images/blog/280/body/Screenshot-2026-02-06-at-11.38.54.png" style="width:100%" /></p>

<p>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.</p>

<h2>Business Use Cases for Viber Bots</h2>

<p>Viber bots can be used for various industries and purposes.</p>

<p>The common use cases for Viber bots include:</p>

<h3>Customer Support Automation</h3>

<p>Viber bots can be used for automation purposes for handling day-to-day customer support issues:</p>

<ul>
	<li>Answering common questions about products, services, and policies</li>
	<li>Checking order status and delivery</li>
	<li>Processing returns and refunds</li>
	<li>Escalating complex issues to human support agents</li>
	<li>Operating 24/7 without additional staffing costs</li>
</ul>

<h3>Transactional Notifications</h3>

<p>Viber bots can be used for sending transactional updates to customers about their transactions and activities on the platform:</p>

<ul>
	<li>Notifications about order status</li>
	<li>Appointment confirmations</li>
	<li>Payment receipts</li>
	<li>Account activity updates</li>
	<li>Service status updates</li>
</ul>

<h3>Marketing and Promotions</h3>

<p>Viber bots can be used for sending targeted marketing messages to customers:</p>

<ul>
	<li>Promotions about new products</li>
	<li>Personalized offers based on user behavior</li>
	<li>Flash sales and short-term offers</li>
	<li>Loyalty program updates</li>
	<li>Event registrations</li>
</ul>

<h3>Appointment Booking and Reservations</h3>

<p>Viber bots can be used for appointment booking purposes for various industries:</p>

<ul>
	<li>Restaurant reservations</li>
	<li>Healthcare appointments</li>
	<li>Salon and spa bookings</li>
	<li>Service appointments</li>
	<li>Consultation bookings</li>
</ul>

<h3>E-commerce and Payments</h3>

<p>Viber bots can be used for e-commerce purposes for handling transactions:</p>

<ul>
	<li>Browsing products</li>
	<li>Adding products to the cart</li>
	<li>Paying through Google Pay, Apple Pay, and other payment methods</li>
	<li>Tracking orders</li>
	<li>Recommendations</li>
</ul>

<h2>How to Create a Viber Bot: Overview</h2>

<p>To develop a bot for the Viber application, there are a few steps involved.</p>

<p>Below is a brief overview of the process:</p>

<h3>Step 1: Apply to Create a Bot</h3>

<p>Starting in February 2024, you will need to apply to Viber or one of their verified partners to develop a bot.</p>

<p>This includes the following steps:</p>

<ul>
	<li>Submitting the application for bot creation</li>
	<li>Accepting the commercial terms of use for Viber</li>
	<li>Submitting business details and the use case for the bot</li>
	<li>Arranging for the payment of the monthly maintenance charge</li>
</ul>

<h3>Step 2: Set Up the Bot</h3>

<p>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:</p>

<ul>
	<li>Name the bot, add the bot&#39;s avatar, and write the bot&#39;s description</li>
	<li>Set up the webhook URLs for the bot</li>
	<li>Design the welcome message for the bot</li>
	<li>Design the custom keyboards for the bot</li>
</ul>

<h3>Step 3: Developing the Bot</h3>

<p>The bot will then be developed using the Viber Bot API.</p>

<p>This includes the following steps:</p>

<ul>
	<li>Utilizing the official SDKs for the bot (Python, Node.js, Java)</li>
	<li>Developing the bot using third-party chatbot platforms</li>
	<li>Working with the messaging partners of the company</li>
	<li>Adding NLP/AI capabilities to the bot</li>
</ul>

<h3>Step 4: Promoting the Bot</h3>

<p>To promote the bot after the completion of the above steps, the following steps will be involved:</p>

<ul>
	<li>Adding deep links to the bot on the website or other promotional materials</li>
	<li>Adding the bot to the Discover section of the application (verified bots)</li>
	<li>Creating promotional stickers for the bot</li>
	<li>Advertising the bot using the Viber Ads feature</li>
</ul>

<p>Viber bots can assist businesses in automating customer conversations, delivering unique experiences, and connecting with numerous consumers at the same time.</p>

<p>However, businesses should assess the viability of Viber bots considering the recent changes to Viber&#39;s monetization strategy, which took place in 2024.</p>

<p>Businesses should ask themselves questions such as:</p>

<p>Does Viber bot match our business needs?</p>

<p>Who are our target consumers?</p>

<p>Viber is strongest in Eastern Europe and some Asian countries.</p>

<p>Is Viber bot a good match for our business needs?</p>

<p>Does our business need to build a subscriber list?</p>

<p>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.</p>


Learn everything about Viber bots: what they are, how they work, pricing, use cases, and how to create one. Complete 2026 guide with updated commercial terms.

Viber Bots: What They Are, How They Work (2026 Guide)

Viber Bots: What They Are, How They Work

Discover how Viber for Business uses branded sender IDs and verified profiles to send trusted marketing, support, and transactional messages with Dexatel.

Viber for Business: Secure Messaging and Customer Engagement

<p>Want to reach over 1 billion users with a 98% open rate?</p>

<p>A Viber Business Account provides you direct access to one of the most engaged messaging platforms globally &ndash; and it&rsquo;s simpler to create than you might believe.</p>

<p>This article&nbsp;will take you through everything you need to know: what a Viber Business Account is, why you need one, and how to obtain one in just 48 hours through the Dexatel platform.</p>

<h2>What Is&nbsp;a Viber Business Account?</h2>

<p>A Viber Business Account is essentially a verified business profile that helps businesses send messages to their target consumers at a large scale through the Viber messaging platform.</p>

<p>Although the personal Viber account is intended for individual communication, a Viber Business account is uniquely tailored for sending commercial&nbsp;messages.</p>

<h3>Personal Viber vs Viber Business Account</h3>

<p><img alt="Personal Viber vs Viber Business Account" src="/images/blog/258/body/personal-vs-business-viber-account.png" style="height:287px; width:600px" /></p>

<h3>What Makes It &#39;Business&#39;?</h3>

<ul>
	<li>Authentic Identity: The name of your business will be displayed instead of the calling phone number, establishing trust right from the start.</li>
	<li>Scale &amp; Automation: Reach thousands of users at the same time and automate flows based on customer behavior.</li>
	<li>Business/Professional: Media-rich messages containing images, videos, buttons, and analytics-tracking capabilities.</li>
	<li>Global Reach: Reach out to consumers in 190+ countries, especially Eastern Europe, the Middle East, and Southeast Asia.</li>
</ul>

<h2>Why You Need a Viber Business Account</h2>

<h3>The Performance Numbers</h3>

<ul>
	<li>98% open rate within the first 3 minutes</li>
	<li>90%+ read rate within the first hour</li>
	<li>5-7x higher engagement than SMS</li>
	<li>25%+ conversion rates for targeted campaigns</li>
	<li>$0.0045+ per message (50-80% cheaper than SMS)</li>
</ul>

<h3>Real Business Results</h3>

<ul>
	<li>E-commerce: A fashion retailer boosted the abandoned cart recovery rate from 8% to 23%, adding $45,000 in monthly revenue with only $180 in messaging costs.</li>
	<li>Healthcare: A dental office decreased no-shows from 18% to 4%, resulting&nbsp;to 280 hours of missed appointment times saved each year.</li>
	<li>Financial Services: A fintech company reduced verification costs by 40% and fraud attempts by 67% using <a href="https://dexatel.com/channels/viber-otp/" title="Viber OTP Verification">Viber OTP</a>.</li>
</ul>

<h2>How to Get a Viber Business Account</h2>

<p>There are two ways to access Viber business messaging:</p>

<h3>Option 1: Direct Through Viber</h3>

<p>Requirements:</p>

<ul>
	<li>100,000+ messages/month commitment</li>
	<li>Direct contract negotiation</li>
	<li>2-3 months approval process</li>
	<li>Complex technical integration</li>
</ul>

<p>Reality: Only practical for major enterprises sending millions of messages monthly.</p>

<h3>Option 2: Through Dexatel (Recommended)</h3>

<p>Dexatel is a Communications Platform that provides simplified access to <a href="https://dexatel.com/channels/viber/" title="Viber for Business">Viber business messaging</a>.</p>

<p>How It Works:</p>

<p>Your Business &rarr; Dexatel Platform &rarr; Viber Network &rarr; Your Customers</p>

<p>Advantages:</p>

<ul>
	<li>Start sending within 48 hours</li>
	<li>No minimum volumes or contracts</li>
	<li>Pay-as-you-go pricing</li>
	<li>Simple web dashboard or API</li>
	<li>Multi-channel support (SMS, WhatsApp backup)</li>
	<li>Comprehensive analytics</li>
	<li>Dedicated support</li>
</ul>

<h2>Understanding Viber Message Types</h2>

<p>Your Viber Business Account can send three types of messages:</p>

<h3>Promotional Messages</h3>

<ul>
	<li>Purpose: Marketing campaigns, offers, engagement</li>
	<li>Pricing: From 0.0023 per message</li>
	<li>Requirements: Explicit opt-in from recipients</li>
</ul>

<h3>Transactional Messages</h3>

<ul>
	<li>Purpose: Order updates, security codes, 2FA</li>
	<li>Pricing: From 0.0011 per message</li>
	<li>Requirements: Highest priority delivery, SMS fallback</li>
</ul>

<h3>Session Messages</h3>

<ul>
	<li>Purpose: Cutomer support, two-way communiation</li>
	<li>Pricing: From 0.0029 per message</li>
	<li>Features: User initiated communication</li>
</ul>

<h2>Step-by-Step Setup Guide</h2>

<h3>What You&#39;ll Need</h3>

<p>Business Documentation:</p>

<ul>
	<li>Registered business name</li>
	<li>Business registration number/tax ID</li>
	<li>Business address</li>
	<li>Website or social media presence</li>
</ul>

<h3>Step 1: Create Your Dexatel Account</h3>

<p>Time: 5-10 minutes</p>

<ul>
	<li>Visit dexatel.com and click &#39;Sign Up&#39;</li>
	<li>Choose your account type (individual, SMB, or enterprise)</li>
	<li>Fill in business information</li>
	<li>Verify your email address</li>
	<li>Complete your profile</li>
</ul>

<h3>Step 2: Business Verification</h3>

<p><img alt="Get Started with Viber Business Account" src="/images/blog/258/body/get-started-viber-business-account.png" style="height:289px; width:600px" /></p>

<p>Time: 24-48 hours</p>

<p>Submit through the Dexatel dashboard:</p>

<ul>
	<li>Business registration certificate</li>
	<li>Tax ID/VAT number</li>
	<li>Proof of address</li>
	<li>Website URL</li>
</ul>

<h3>Step 3: Configure Your Sender ID</h3>

<p>Time: 10 minutes</p>

<p>Your Sender ID is the business name customers see when they receive messages.</p>

<p>Best Practices:</p>

<ul>
	<li>Use your actual registered business name</li>
	<li>Keep it short (15 characters max)</li>
	<li>Match your public branding</li>
	<li>Don&#39;t use generic terms or special characters</li>
</ul>

<h3>Step 4: Add Credits</h3>

<p>Dexatel operates on prepaid credits&mdash;no monthly fees, no contracts.</p>

<p>Recommended Starting Amounts:</p>

<ul>
	<li>Testing: $50 (5,000-10,000 messages)</li>
	<li>Small business: $100-$250/month</li>
	<li>Medium business: $500-$2,000/month</li>
</ul>

<h3>Step 5: Choose Your Integration Method</h3>

<h4>Option A: Web Dashboard (No Technical Skills)</h4>

<p>Best for: Marketing teams, small volumes, quick campaigns</p>

<p>How to Send:</p>

<ul>
	<li>Dashboard &rarr; Messages &rarr; Send Message</li>
	<li>Select &#39;Viber&#39; as channel</li>
	<li>Choose message type</li>
	<li>Compose message with optional image/button</li>
	<li>Upload recipients or enter numbers</li>
	<li>Send now or schedule</li>
</ul>

<h4>Option B: API Integration</h4>

<p>Best for: Developers, automation, high volumes</p>

<p>Access comprehensive API documentation at developers.dexatel.com</p>

<h3>Step 6: Test Before Scaling</h3>

<p>Critical: Always test with small batches first.</p>

<p>Testing Checklist:</p>

<ul>
	<li>Send to your own Viber account</li>
	<li>Check formatting, images, buttons</li>
	<li>Verify sender name displays correctly</li>
	<li>Confirm delivery receipts work</li>
	<li>Test on different devices</li>
	<li>Verify opt-out mechanism works</li>
</ul>

<p>Recommended Test Flow:</p>

<ul>
	<li>5 team members &rarr; Verify rendering</li>
	<li>50 opted-in users &rarr; Monitor engagement</li>
	<li>500 users &rarr; Validate at small scale</li>
	<li>Review for 24 hours &rarr; Adjust based on data</li>
	<li>Scale to full database &rarr; Deploy confidently</li>
</ul>

<h3>Step 7: Go Live</h3>

<p>Launch Checklist:</p>

<ul>
	<li>Credits sufficient for campaign</li>
	<li>Auto-recharge enabled</li>
	<li>Recipient list verified</li>
	<li>Message content reviewed</li>
	<li>Monitoring dashboard open</li>
</ul>

<p>Monitor These Metrics:</p>

<ul>
	<li>Delivery rate (should be &gt;95%)</li>
	<li>Open rate (typically 90-98%)</li>
	<li>Click-through rate</li>
	<li>Conversion rate</li>
	<li>Opt-out rate (should be &lt;2%)</li>
</ul>

<h2>Key Features</h2>

<h3>Bulk Messaging at Scale</h3>

<p>Sending to unlimited recipients who can be uploaded via CVS (up to 100,000 recipients in each upload).</p>

<h3>Rich Media Support</h3>

<p>In contrast to SMS, Viber allows high resolution images, videos, buttons, and templates.</p>

<h3>Message Templates</h3>

<p>Design templates that allow the incorporation of dynamic elements (customer&rsquo;s name, order number, date of delivery, etc.).</p>

<h3>Two-Way Messaging</h3>

<p>Facilitate customer discussions regarding support queries, the status of orders, and gathering customer feedback.</p>

<h3>Analytics &amp; Tracking</h3>

<p>Measure delivery rates, open rates, click-through rates, conversion rates, and the cost per message.</p>

<h3>SMS Fallback</h3>

<p>Get a guaranteed 99.9% delivery through fallback to SMS when Viber isn&#39;t available. You&#39;ll only be charged for the delivering method.</p>

<h2>Pricing Overview</h2>

<p>Viber Business Account&rsquo;s costs through Dexatel are simple: only pay per message actually sent.</p>

<p>There are also no setup fees and no contracts.</p>

<p>The price will depend on the destination country and message type.</p>

<h3>Understanding International vs Local Pricing</h3>

<ul>
	<li><strong>International Messages:</strong> If you are sending Viber messages from your business to consumers abroad, you will be charged according to the message rates of the target country. Every country has its own message rate tier based on local telcos&#39; costs and Viber&#39;s penetration in the region.</li>
	<li><strong>Local Messaging:</strong> Messages that are being sent inside the same country of registration of the concerned business might be eligible for local tariffs in certain regions. However, in the case of Viber Business Accounts from Dexatel, the main factor affecting tariffs will be the location of the recipients.</li>
</ul>

<p>Rates depend solely upon the delivery location of the message.</p>

<p>A company in the US sending to Ukraine will pay Ukrainian rates of $0.0045 per message rather than US rates of $0.0065 per message.</p>

<h3>Pricing by Message Type</h3>

<h3>Promotional Messages</h3>

<p>Promotional messages are the costliest option in each of the markets, which charge anywhere from $0.0051 to $0.0323 per message.</p>

<p>This type of message costs almost 2-3 times as much as the transactional messages and also costs 1.5-2 times as much as the session message because marketing communications are of premium class.</p>

<p><img alt="Promotional Messages Pricing" src="/images/blog/258/body/promotional-messages-pricing.png" style="height:317px; width:600px" /></p>

<h3>Transactional Messages (OTP/Verification Messages Included)</h3>

<p>Transactional messages provide the cheapest rates in all nations, which lie in the range of $0.0026 to $0.0132 per message.</p>

<p>These messages are always 40%-60% less expensive than marketing messages and 30%-50% less than session messages.</p>

<p>This makes them the cheapest form of Viber Business messages.</p>

<p><img alt="Transactional Pessages Pricing" src="/images/blog/258/body/transactional-messages-pricing.png" style="height:317px; width:600px" /></p>

<h3>Session Messages</h3>

<p>Session messages lie in the mid-level price classification and charge between $0.0037 and $0.0229 per message.</p>

<p>They charge about 30-50% less than the marketing message service but are about 20-40% pricier than the transactional message service.</p>

<p>This makes them a middle option when it comes to engaging sessions.</p>

<p><img alt="Session Messages Pricing" src="/images/blog/258/body/session-messages-pricing.png" style="height:313px; width:600px" /></p>

<h3>Cost Optimization Strategies</h3>

<p><strong>Target High-Value Markets:</strong> If the target consumers are mainly from Eastern Europe, you pay less ($0.0045-$0.0050 per message) and enjoy higher penetration (70-90%) of Viber.</p>

<p><strong>Utilize the Correct Message Type:</strong> Do not charge premium OTP rates for marketing messages. Make sure the message type used is relevant to the usage scenario to avoid overpayment.</p>

<p><strong>Enable Smart Fallback:</strong> Begin with Viber (which costs less) and fallback to SMS only when needed. If 85% of the delivery happens through Viber at $0.0065 and the remaining 15% through SMS at $0.0080, the average cost of delivery will be $0.0077, which is less than the SMS method at $0.0080</p>

<p>Check our <a href="https://dexatel.com/pricing/viber/" title="Viber Business Pricing">Viber Business Pricing</a>: Find the targeted country and get the price list of all types of messages.</p>

<h3>ROI Examples</h3>

<p>E-commerce Abandoned Cart:</p>

<ul>
	<li>10,000 abandoned carts, Cost: $65</li>
	<li>15% recovery rate &times; $80 average order</li>
	<li>Revenue recovered: $120,000</li>
	<li>ROI: 184,515%</li>
</ul>

<h2>Common Use Cases</h2>

<p>E-commerce</p>

<ul>
	<li>Abandoned cart recovery</li>
	<li>Order confirmations</li>
	<li>Shipping updates</li>
	<li>Product recommendations</li>
</ul>

<p>Healthcare</p>

<ul>
	<li>Appointment reminders</li>
	<li>Test result notifications</li>
	<li>Prescription refills</li>
</ul>

<p>Financial Services</p>

<ul>
	<li>Transaction alerts</li>
	<li>2FA verification</li>
	<li>Payment reminders</li>
</ul>

<p>Travel &amp; Hospitality</p>

<ul>
	<li>Booking confirmations</li>
	<li>Check-in reminders</li>
	<li>Flight updates</li>
</ul>

<h2>Best Practices</h2>

<h3>Opt-In Requirements</h3>

<p>For marketing messages, you MUST have explicit consent.</p>

<p>Valid Opt-In:</p>

<ul>
	<li>Unchecked checkbox during signup</li>
	<li>Web form with clear language</li>
	<li>SMS keyword subscription</li>
</ul>

<h3>Message Frequency</h3>

<p>Recommended:</p>

<ul>
	<li>Marketing: 2-4 per month maximum</li>
	<li>Transactional: As needed</li>
	<li>OTP: As needed</li>
</ul>

<h3>Compliance Essentials</h3>

<ul>
	<li>GDPR (EU): Explicit consent, easy opt-out, data deletion rights</li>
	<li>TCPA (US): Written consent, sender ID, honor opt-outs within 10 days</li>
	<li>CASL (Canada): Express/implied consent, unsubscribe in every message</li>
</ul>

<p>Best Practice: Follow GDPR standards everywhere&mdash;it&#39;s the strictest and safest approach.</p>

<h2>How to Optimize Your Viber Business Profile</h2>

<p>A complete and optimized Viber Business Profile can improve brand recognition, increase trust, and encourage more users to engage with your messages. From visual branding to discoverability and performance tracking, every element of your profile plays a role in how customers perceive your business.</p>

<h3>Use a Professional Brand Identity</h3>

<p>Your profile should immediately communicate who you are. Use a high-resolution company logo that remains clear on mobile devices and choose a Sender ID that matches your business name. Consistent branding across Viber, your website, social media accounts, and other communication channels helps customers recognize your messages and reduces the likelihood of them being ignored or mistaken for spam.</p>

<h3>Write a Clear and Informative Business Description</h3>

<p>Your business description should explain what your company does and what customers can expect from your messages. Keep it concise while highlighting your products, services, or unique value proposition. Including relevant keywords can also help users understand your offering at a glance and reinforce your brand positioning.</p>

<h3>Build Trust Through Verification</h3>

<p>A verified business profile helps establish credibility and reassures users that messages are coming from a legitimate company. Verification can increase customer confidence, improve engagement rates, and reduce concerns about phishing attempts or fraudulent communications. When available, verification badges serve as an additional trust signal that supports your overall brand reputation.</p>

<h3>Improve Discoverability Across Channels</h3>

<p>Customers won&#39;t engage with your Viber profile if they don&#39;t know it exists. Promote your profile through your website, email campaigns, social media accounts, mobile apps, and customer support channels. QR codes, click-to-chat links, and dedicated Viber contact buttons can make it easier for users to find and connect with your business.</p>

<h3>Encourage Customer Engagement</h3>

<p>An optimized profile should do more than display information&mdash;it should encourage interaction. Use welcome messages, promotional campaigns, customer support options, and conversational messaging to give users reasons to engage with your brand. The easier it is for customers to communicate with your business, the more likely they are to remain active and responsive.</p>

<h3>Monitor Performance and Refine Your Strategy</h3>

<p>Regularly review key performance metrics such as delivery rates, open rates, click-through rates, response rates, and unsubscribe rates. These insights can help you identify which messages resonate with your audience and where improvements are needed. Continuously testing your content, timing, and engagement strategies will help you maximize the value of your Viber Business Profile over time.</p>

<h2>Getting Help</h2>

<p>Dexatel Support:</p>

<ul>
	<li>Email support through dashboard</li>
	<li>Live chat during business hours</li>
	<li>Comprehensive documentation</li>
</ul>

<h2>Next Steps</h2>

<p>Ready to get started?</p>

<ul>
	<li>Sign up at dexatel.com</li>
	<li>Complete verification (24-48 hours)</li>
	<li>Configure sender ID and add credits</li>
	<li>Test with small batch</li>
	<li>Launch your first campaign</li>
</ul>

<p>As you sign up for Viber Business Accounts from Dexatel, you will be engaging with consumers on their platform of choice within less than 48 hours, costing you less compared to the conventional methods.</p>

<p>If you still have questions regarding Viber Buisness Accounts you check out <a href="https://help.viber.com/hc/en-us/articles/9755182032669-Business-accounts-on-Rakuten-Viber" title="Business accounts on Rakuten Viber">Viber offcial FAQ</a> to get simple answers.</p>


Viber business account – empower customer communication with secure messaging, better engagement, and high delivery rates for businesses worldwide.

Viber Business Account: Complete Setup Guide 2026

<p>In today&rsquo;s internet-first travel environment, good communication is not only nice to have &ndash; it&rsquo;s now expected.</p>

<p>Travelers expect timely updates, immediate booking confirmations, and personalized support every step of the way.</p>

<p>For airlines, hotels, and travel agencies, managing millions of messages while delivering this level of service is a significant challenge.</p>

<p><a href="https://dexatel.com/channels/viber/" title="Viber Business">Viber Business Messages</a> is an attractive solution for the travel and hospitality industry.</p>

<p>With its messaging platform that combines the immediacy of instant messaging with the functionalities that businesses need, this solution can help travel and hospitality companies reach millions of users around the globe &ndash; over 1 billion active users, to be exact.</p>

<p>With greater engagement compared to traditional channels, Viber is redefining the way travel and hospitality companies communicate with customers.</p>

<h2>Why Viber for Travel &amp; Hospitality?</h2>

<h3>Unmatched Reach and Engagement</h3>

<p>Viber is a great option for travel companies that deal with clients all over the world.</p>

<p>The app has great statistics that make the process of communication even better:</p>

<table cellspacing="0" style="width:100.0%">
	<tbody>
		<tr>
			<td style="background-color:#7c3aed; width:234.0pt">
			<p><strong>Metric</strong></p>
			</td>
			<td style="background-color:#7c3aed; width:234.0pt">
			<p><strong>Performance</strong></p>
			</td>
		</tr>
		<tr>
			<td style="vertical-align:top; width:234.0pt">
			<p>Message Open Rate</p>
			</td>
			<td style="vertical-align:top; width:234.0pt">
			<p><strong>90% within 3 minutes</strong></p>
			</td>
		</tr>
		<tr>
			<td style="vertical-align:top; width:234.0pt">
			<p>Message Delivery Rate</p>
			</td>
			<td style="vertical-align:top; width:234.0pt">
			<p><strong>97%</strong></p>
			</td>
		</tr>
		<tr>
			<td style="vertical-align:top; width:234.0pt">
			<p>Engagement Rate</p>
			</td>
			<td style="vertical-align:top; width:234.0pt">
			<p><strong>Up to 40%</strong></p>
			</td>
		</tr>
		<tr>
			<td style="vertical-align:top; width:234.0pt">
			<p>Click-Through Rate</p>
			</td>
			<td style="vertical-align:top; width:234.0pt">
			<p><strong>82% for links</strong></p>
			</td>
		</tr>
		<tr>
			<td style="vertical-align:top; width:234.0pt">
			<p>Global Users</p>
			</td>
			<td style="vertical-align:top; width:234.0pt">
			<p><strong>Over 1 billion</strong></p>
			</td>
		</tr>
		<tr>
			<td style="vertical-align:top; width:234.0pt">
			<p>Countries Available</p>
			</td>
			<td style="vertical-align:top; width:234.0pt">
			<p><strong>190+</strong></p>
			</td>
		</tr>
	</tbody>
</table>

<p>These statistics are the reason why over 20,000 brands worldwide use Viber Business Messages to communicate with their clients.</p>

<p>Viber is particularly popular in Eastern Europe, Southeast Asia, and the Middle East.</p>

<h3>Cost-Effective Rich Communication</h3>

<p>For travel companies that receive many customer messages, Viber can help reduce costs.</p>

<p>With Viber, you can reduce the cost of marketing messages up to 50% compared to using SMS, especially for lengthy messages that require several parts of an SMS message.</p>

<p>SMS only permits 160 characters in one message, while Viber Business Messages allow up to 1,000 characters in one message.</p>

<p>They can also contain rich media content, images, videos, and buttons.</p>

<p>So, in one message, you can send the entire booking confirmation, itinerary, and buttons to perform certain actions, all of which could be sent in several SMS messages.</p>

<h2>Key Use Cases for Travel &amp; Hospitality</h2>

<h3>1. Booking Confirmations</h3>

<p>The moment when the customer completes the booking is of utmost importance in setting customer expectations and building trust.</p>

<p>With Viber, travel businesses can send clear booking confirmations that include all the necessary details in one easy-to-read message:</p>

<p><strong>What to Include in Booking Confirmations:</strong></p>

<ul>
	<li>The customer&rsquo;s itinerary, including flight numbers, times, and terminals</li>
	<li>Hotel details, including type of room and check-in/check-out times</li>
	<li>Booking reference numbers and QR codes</li>
	<li>Interactive buttons to manage bookings or add extras</li>
	<li>Links to digital boarding cards or hotel door keys</li>
	<li>Details of cancellation policies and options to change the booking</li>
</ul>

<p>The ability of the business to send files and photos to the customer, such as confirmations and invoices, and the customer to send identity documents, preferences, and special requests to the business.</p>

<h3>2. Real-Time Travel Updates</h3>

<p>Traveling can be unpredictable, and getting updates in the middle of a disruption can turn a bad situation into a good one.</p>

<p>Viber has a high delivery rate and quick visibility, making it an excellent option for time-sensitive news.</p>

<p><strong>Flight-Specific Updates:</strong></p>

<ul>
	<li>Changes in departure and arrival times</li>
	<li>Changes in gates and terminals</li>
	<li>Delays with new flight schedules</li>
	<li>Cancellations with rebooking options</li>
	<li>Pre-check-in reminders 24 hours before departure</li>
	<li>Boarding reminders with gate information</li>
</ul>

<p><strong>Hotel Communications:</strong></p>

<ul>
	<li>Pre-check-in forms to reduce waiting at the reception desk</li>
	<li>Personal room upgrade offers before arrival at the hotel</li>
	<li>Automated upsell messages for spa treatments, meals, and activities</li>
	<li>In-stay service requests and concierge assistance</li>
	<li>Check-out reminders and folios</li>
	<li>Post-stay feedback requests and loyalty program updates</li>
</ul>

<h3>3. Customer Support and Service Recovery</h3>

<p>Businesses can use Viber Business Messaging to help their customers.</p>

<p>This provides real-time support, answers questions, and resolves concerns directly within the Viber app.</p>

<p>This kind of two-way chat can be particularly useful during travel troubles when a person needs urgent help.</p>

<p>The platform provides <a href="https://dexatel.com/blog/viber-session-messaging/" title="Viber Session Messages">session&nbsp;messages</a> that allow users to reply, ask questions, ask for help, or chat with a bot to get guided help.</p>

<p>This kind of message can be particularly useful for customer service, changing bookings, asking about products, and getting personalized recommendations.</p>

<h3>4. Promotional Campaigns</h3>

<p>Aside from the basic use of <a href="https://dexatel.com/blog/how-to-send-viber-bulk-messages/" title="Viber Bulk Messages">sending bulk messages</a>, Viber is a good tool to use in the marketing of a travel-related business.</p>

<p>This is because the promotional messages that Viber offers allow the sending of targeted messages to the opted-in users.</p>

<p>These messages can also contain images, icons, and text.</p>

<h2>Viber Message Types for Travel</h2>

<p>Knowing the types of messages will enable travel businesses to choose the right format for their respective needs:</p>

<h3>Transactional Messages</h3>

<p>These are used to convey important information that the customer needs.</p>

<p>This can include flight updates, booking confirmations, etc.</p>

<h3>Promotional Messages</h3>

<p>These are rich media messages that can be used for marketing campaigns, loyalty programs, etc.</p>

<p>Seat sales, last-minute deals, etc., can be promoted using promotional messages.</p>

<h3>Conversational / Session&nbsp;Messages&nbsp;</h3>

<p>Conversational messages can be used for two-way conversations.</p>

<p>This can be helpful in providing personalized customer service.</p>

<p>Complex queries can be handled using conversational messages.</p>

<h3>List Messages</h3>

<p>List messages enable the user to select one of the five predefined options by clicking on the respective button.</p>

<p>Users can be given options to confirm their booking, select their meals, etc.</p>

<h3>Carousel Messages</h3>

<p>Carousel messages enable the business to display up to five cards within one single message.</p>

<p>Each card can have one image, text, emojis, and two call-to-action buttons.</p>

<p>Destination options, types of rooms, tour packages, etc., can be presented using carousel messages.</p>

<h3>OTP Messages</h3>

<p>OTP messages can be used to provide secure user verification.</p>

<p>This can help prevent fraud while providing a seamless experience.</p>

<h2>Case Study: Cebu Pacific Airlines</h2>

<p>Cebu Pacific, the largest airline in the Philippines, is a great example of how Viber can revolutionize travel communications.</p>

<h3>The Challenge</h3>

<p>Cebu Pacific wanted to explore new ways of communicating with millions of travelers across their journey.</p>

<p>Using emails and SMS, however, was taking a while.</p>

<h3>The Solution</h3>

<p>A comprehensive communication strategy was implemented, with Viber as the primary channel due to its strong messaging and tracking capabilities.</p>

<p>SMS will be used as a fall-back option to ensure that messages are always received.</p>

<h3>Implementation Highlights:</h3>

<ul>
	<li>Promotions with clear messages, photos, and GIFs, such as seat sales</li>
	<li>Flight updates, such as delays, gate changes, and schedule changes</li>
	<li>Segmentation of the audience to send personalized extra product recommendations</li>
	<li>Propensity modeling to guess what a customer wants based on past behavior</li>
</ul>

<p><strong>The Results</strong></p>

<table cellspacing="0" style="width:100.0%">
	<tbody>
		<tr>
			<td style="background-color:#059669; width:234.0pt">
			<p><strong>Metric</strong></p>
			</td>
			<td style="background-color:#059669; width:234.0pt">
			<p><strong>Result</strong></p>
			</td>
		</tr>
		<tr>
			<td style="vertical-align:top; width:234.0pt">
			<p>Net Promoter Score Increase</p>
			</td>
			<td style="vertical-align:top; width:234.0pt">
			<p><strong>75% year-over-year</strong></p>
			</td>
		</tr>
		<tr>
			<td style="vertical-align:top; width:234.0pt">
			<p>Conversion Rate Increase</p>
			</td>
			<td style="vertical-align:top; width:234.0pt">
			<p><strong>6% for promotional campaigns</strong></p>
			</td>
		</tr>
	</tbody>
</table>

<h2>Chatbot Integration for 24/7 Service</h2>

<p>Viber Chatbots can assist by sending out messages and giving customers support 24 hours a day, 7 days a week.</p>

<p>This is particularly useful for travel businesses whose customers may be in different time zones.</p>

<p>The key features of a chatbot:</p>

<ul>
	<li>Custom keyboards that allow users to click on buttons to take specific actions</li>
	<li>Rich content including cards, carousels, GIFs, emoji, and stickers</li>
	<li>Verified chatbot profiles to make them trustworthy</li>
	<li>Ability to track campaigns to see how many messages were delivered</li>
	<li>Ability to hand over to a human for complex questions</li>
</ul>

<p>The impact of a chatbot on a business:</p>

<ul>
	<li>Studies have shown that bookings can increase by 30% when chatbots are used for making bookings</li>
	<li>76.9% of travelers find hotels that have chatbot services appealing</li>
	<li>Chatbots can be used to assist customers in making bookings to increase conversion rates</li>
</ul>

<h2>Hotel-Specific Applications</h2>

<p>Hotels can use Viber in all phases of the customer journey:</p>

<p>Pre-arrival phase:</p>

<ul>
	<li>Provide price comparison tools to illustrate the benefits of booking directly over OTA&rsquo;s</li>
	<li>Send customers offers to upgrade their rooms</li>
	<li>Provide digital pre-check in forms to reduce check in time</li>
	<li>Provide local tips and suggestions for activities</li>
</ul>

<p>During stay phase:</p>

<ul>
	<li>Automate tasks that can be triggered during the customer&rsquo;s stay</li>
	<li>View sales and upsell orders in real-time dashboards</li>
	<li>Manage customer requests and route these to the right departments</li>
	<li>Chat in customers&rsquo; languages using real-time translation tools</li>
</ul>

<p>Post-stay phase:</p>

<ul>
	<li>Launch review campaigns to increase ratings on TripAdvisor and Google</li>
	<li>Develop targeted offers for past customers</li>
	<li>Nurture loyalty program relationships</li>
</ul>

<h2>Implementation Guide</h2>

<h3>Getting Started</h3>

<p>Viber Business Messaging allows the integration of the business&rsquo;s existing systems or CRM with the Viber API.</p>

<p>This helps the business send personal messages, alerts, and promotions to customers who opt-in to receive messages.</p>

<h3>Steps to Launch:</h3>

<ul>
	<li>Choose an official Viber messaging partner</li>
	<li>Partner with the messaging partner to set up your account and obtain a verified business profile</li>
	<li>Connect to the self-service platform or the API to your CRM</li>
	<li>Obtain customer consent for Viber messages</li>
	<li>Start with transactional messages and then promotional messages</li>
</ul>

<h3>Ensuring Message Delivery</h3>

<p>To ensure that messages are delivered, a fallback option such as SMS can be used with a specified time window (TTL) until the message is delivered as an SMS.</p>

<p>This is especially useful in situations where the customer might not have an internet connection, such as in the case of flight changes.</p>

<h3>Session-Based Messaging</h3>

<p>A 24-hour chat session can be started when the user sends a message to the business.</p>

<p>The session can end after 60 messages in the session, or 24 hours have elapsed, respectively.</p>

<p>This can be used for booking changes without incurring additional charges for messages.</p>

<h2>Best Practices for Success</h2>

<ul>
	<li>Use Viber primarily and have SMS as a fall-back: Ensure important information is delivered.</li>
	<li>Use rich media: Add images, GIFs, and videos to promos to increase engagement.</li>
	<li>Add chatbots: Provide 24x7 customer service and assist customers with their bookings.</li>
	<li>Segment your audience: Send personalized messages based on what customers do and what customers like.</li>
	<li>Automate workflows: Send timely reminders on flight updates, check-ins, and other special offers.</li>
	<li>Monitor performance: Monitor the success of messages based on delivery, read rate, and conversion.</li>
	<li>Enable two-way chat: Allow customers to ask questions or make requests.</li>
	<li>Be sensitive to the timing: Send the right message at the right time based on the customer&rsquo;s time zone.</li>
</ul>

<h2>Competitive Advantages Over Traditional Channels</h2>

<h3>Viber vs. Email:</h3>

<ul>
	<li>
	<h3>Much higher open rates (90% compared to 20%)</h3>
	</li>
	<li>Real-time delivery confirmation and read receipts</li>
	<li>Rich media capabilities without any issues on various apps</li>
	<li>Sent to a customer&#39;s personal chat versus their inbox</li>
</ul>

<h3>Viber vs. SMS:</h3>

<ul>
	<li>Up to 50% cheaper, especially for longer messages</li>
	<li>Up to 1,000 characters per message compared to 160 for SMS</li>
	<li>Rich media capabilities: images, buttons, etc.</li>
	<li>Two-way chat for customer service</li>
	<li>Verified sender profiles for better brand recognition</li>
</ul>

<p>With Viber Business Messages, travel and hospitality enterprises have a tremendous opportunity to improve their communication with their customers.</p>

<p>This is because Viber has a global reach and allows for effective engagement, rich media support, and cost savings, making it possible for travel and hospitality enterprises to deliver unique and personalized experiences that travelers today demand.</p>

<p>From travel booking confirmations and updates to promotions and chatbot support for travelers 24/7, Viber has everything you need to communicate effectively across the entire customer journey.</p>

<p>The success stories of airlines such as Cebu Pacific are a testament to the business potential of using Viber for effective communication with your customers and creating loyal customers.</p>

<p>Travel and hospitality enterprises today face a lot of competition, and travelers demand instant and effortless communication with their preferred travel and hospitality enterprises.</p>

<p>Therefore, travel and hospitality enterprises that use Viber will have a competitive edge over those that don&#39;t, and the question today isn&#39;t whether you should use rich messaging platforms such as Viber, but how soon you can set up your rich messaging platform to gain a competitive edge.</p>

<p>Ready to improve your travel communications?</p>

<p>Get in touch with a Viber messaging partner today and begin creating great customer experiences for your travelers.</p>


Discover how Viber helps hotels and airlines send booking confirmations, real-time travel updates, and boost guest engagement with 90% open rates.

Viber for Travel & Hospitality: Booking & Updates

<p>Are you a Viber user?</p>

<p>Perhaps you&#39;ve noticed that there&#39;s a specifically labeled folder called Business Inbox where messages from businesses are delivered.</p>

<p>This service helps keep messages such as promotions, orders, and communications from brands separate from other messages.</p>

<p>The thing that many businesses are missing, however, is the fact that your customers have a clean and organized mailbox where they receive your messages, and you don&#39;t have an equivalent on your side.</p>

<p>In other words, as a business, you are forced to deal with conversations through a mobile messaging application, and you have only one device.</p>

<p>In this guide, you&rsquo;ll learn about the functionality regarding the Viber for Business Inbox from a business perspective, the issues that cause problems, and the process you need to follow in order to set up your own functional Viber for Business Inbox.</p>

<h2>The Viber for Business Inbox: What Customers See</h2>

<p>Viber has launched the Business Inbox in January 2023 in line with their &ldquo;superapp&rdquo; approach.</p>

<p>Business Inbox enables an automatic classification of messages, distinguishing personal and business conversations.</p>

<p>When a customer gets the first message from any organization on Viber, an inbox called Business Inbox appears in their messaging list in the application.</p>

<p>Business Inbox always appears at the top, and all messages from businesses are placed in this Business Inbox.</p>

<p><img alt="Viber Business Inbox, Customer View" src="/images/blog/259/body/viber-business-inbox-customer-view.png" style="height:386px; width:600px" /></p>

<p>For customers, the arrangement provides the following advantages:</p>

<ul>
	<li><strong>Organization:</strong> Business communication would remain distinct and separate from personal conversations. The days of receiving promotional messages in personal conversations are over.</li>
	<li><strong>Easy access:</strong> The fact that the folder always appears at the top of the conversation list ensures that access to messages related to the customer&#39;s business is easy. Customers can quickly access their orders, appointment notifications, and support messages.</li>
	<li><strong>Trust signals:</strong> Verified business accounts alone can send messages inside this inbox. The blue tickmark on the businesses listed there ensures they are trustworthy because, apart from legitimate businesses, nothing else exists.</li>
	<li><strong>Control:</strong> Customers can pin conversations about specific businesses, re-locate these conversations onto the primary chat screen, schedule the conversation to auto-delete in 30 days, and unsubscribe from messages sent by businesses.</li>
</ul>

<p>All this is fantastic when it comes to the customer experience.</p>

<p>The problem it poses, however, is that there is an asymmetry here, in that your customers have an organized system in which they receive your messages, and you don&#39;t.</p>

<p>What do you have in terms of managing their messages?</p>

<h2>The Problem: Businesses Don&#39;t Get an Inbox</h2>

<p>When you create your Viber Business Account, you&rsquo;re able to send messages to your customers.</p>

<p>These messages fall right into users&#39; Business Inbox.</p>

<p>However, when customers respond, or when they first initiate contact with your company, where do their messages appear?</p>

<p>By default, they go to the Viber application on the device that is associated with your business account.</p>

<p>And that&rsquo;s it.</p>

<p>One phone, one application, and one login.</p>

<p>Perhaps this would be adequate support for someone running their own freelance operation who occasionally gets questions from customers.</p>

<p>Anyone else needs much better.</p>

<ul>
	<li><strong>Single Device Limitation:</strong> Viber limits your business conversations on a single device. You cannot have support agents using the same account on their personal mobile and computer devices.</li>
	<li><strong>No desktop access:</strong> With your customer service team sitting at desks with computers. Doing the customer conversations on the phone, with their keyboards, everything takes longer.</li>
	<li><strong>Lack of team visibility:</strong> When an incoming message arrives, who deals with it? When a response has been sent, do other members in the team even know that?</li>
	<li><strong>Context across shifting conversations:</strong>&nbsp;Because a customer might send a message yesterday and come back today with a different rep, can the rep see the conversation thread? There&#39;s an issue with continuity when the conversation context exists on one device.</li>
	<li><strong>There are no analytical&nbsp;tools:</strong> Read receipts, response templates, internal notes, conversation tagging, performance metrics&mdash;none of this features are available to your business. All mentioned metrics are critical for businesses to make data based decesions.</li>
</ul>

<p>Viber has a wonderful messaging inbox.</p>

<p>They haven&#39;t built an excellent messaging inbox for businesses.</p>

<h2>The Solution: A Viber Business Inbox for Your Team</h2>

<p>However, what you need is the equivalent of what your customers already have access to&mdash;to be able to view all your Viber conversations in one centralized inbox, with the capabilities necessary for proper customer support management available to your entire team.</p>

<p>This is what Dexatel Viber Business Solution gives you.</p>

<p>This will link directly with your Viber Business Account and will forward all incoming communications directly into a group inbox viewable from any given desktop browser&mdash;that would be Your Business Inbox, which Viber didn&#39;t offer.</p>

<p><img alt="Viber Business Inbox, For Businesses" src="/images/blog/259/body/viber-business-inbox-for-businesses.webp" style="height:415px; width:600px" /></p>

<h3>How It Works</h3>

<p>The Viber Business Account is connected with Dexatel through the Viber Business Messages API.</p>

<p>Once connected, the flow continues with these steps:</p>

<ul>
	<li>A message is sent by a customer to your Viber Business Account</li>
	<li>Message is directly sent to your Dexatel inbox</li>
	<li>Your team sees the message in their browser-based dashboard</li>
	<li>Any authorized agent can respond</li>
	<li>The response is delivered via Viber and received in the customer&rsquo;s Business Inbox</li>
</ul>

<p>Nothing changes for the customer&mdash;and they can continue messaging your verified business account on Viber, with your team replying back to them in the Business Inbox folder.</p>

<p>The only difference is on your end, and you will be working with a full-fledged customer service interface rather than an app.</p>

<h2>What You Get With a Proper Viber Inbox</h2>

<p>Moving from the basic Viber client to a shared inbox will change the manner in which the team handles client communications.</p>

<h3>Desktop Access</h3>

<p>The agents use browsers with full-sized screens and keyboards.</p>

<p>They can have the CRM, order page, and knowledge base opened in other tabs.</p>

<p>There is a copy and paste function available.</p>

<p>Comprehensive entry of data is not done on mobile devices.</p>

<p>This alone can greatly reduce the wait times.</p>

<p>Writing out an answer on a PC takes a significantly smaller amount of time than would be taken on a mobile device.</p>

<h3>Shared Visibility</h3>

<p>Each authorized member of the team can see the same conversation queue.</p>

<p>Everyone knows when a message is received because it is common knowledge.</p>

<p>When a conversation is taken up, the team knows a conversation is being addressed.</p>

<p>It removes the ambiguity of who has responded, prevents duplication of responses, and helps conversations not fall through the cracks when changing shifts.</p>

<h3>Conversational Assignment</h3>

<p>Messages can be automatically distributed in a round robin fashion, retrieved from a queue, or assigned directly by a supervisor.</p>

<p>The workflow can be adjusted to meet a team&rsquo;s needs.</p>

<ul>
	<li>Assignment leads to accountability.</li>
	<li>Everyone in a conversation has a specific owner.</li>
	<li>Supervisors can see the assignment of work and readjust if needed.</li>
</ul>

<h3>Complete History</h3>

<p>All communication with a customer is always tied to a profile.</p>

<p>When a customer contacts you, a history of communications is available&mdash;not only communications from today, but everything that has come before.</p>

<p>The agents are not working in a vacuum.</p>

<p>They can look back on previous issues, understand what previous solutions were attempted, and understand the customer relationship.</p>

<p>There&#39;s no need for a problem explanation in follow-up communications.</p>

<h3>Response Templates</h3>

<p>Develop canned answers for typical queries such as order status, returns, operating times, and troubleshooting procedures.</p>

<p>The agent will choose a template and may need to adjust it rather than typing out a new message each time.</p>

<p>Templates increase consistency.</p>

<p>New employees respond with similar levels of quality just as senior employees would.</p>

<p>Regular queries get answered quickly.</p>

<h2>Day-to-Day: What Customer Service Looks Like</h2>

<p>Here&#39;s what a Viber support process actually looks like with a real inbox in use:</p>

<ul>
	<li><strong>Morning:</strong> The agents authenticate themselves from desktops. The dashboard will show overnight messages pending response, conversations left pending from the previous day, and ongoing volume in real-time. These conversations will be allocated or assigned correspondingly.</li>
	<li><strong>Messages received from customers:</strong> There is an inquiry from a customer about a late delivery. The message is received in the inbox instantaneously. The agent attends to the message, checks the previous engagements with the customer, who enquired about delivery options in the previous month, and checks the status of the order on a new tab. Total handling time taken is two minutes.</li>
	<li><strong>Difficult situation:</strong> A customer reports a billing issue which needs some input from the finance team. The agent creates an internal message about the situation, assigns the message with &lsquo;billing-escalation,&rsquo; and updates the status of the message to pending. When the message is answered, any agent can follow the conversation thread and convey the message about the solution.</li>
	<li><strong>Shift change process:</strong> The outgoing team examines the dashboard. There are three conversations that need outside input, two need follow-up the next day, and everything else is completed. The notes include what the present status is. The incoming team sees exactly what is outstanding and why.</li>
	<li><strong>End of the Week:</strong> The manager examines the data. The average first response times have reduced to below five minutes. Shipping queries comprise a majority of the total queries, indicating the use value of a template for the common tracking queries. An agent handles twice the workload of other people with similar standards; the strategy deserves sharing throughout the group.</li>
</ul>

<p>All this is impossible when managing Viber communications from a mobile phone app.</p>

<h2>Setting Up Your Viber Business Inbox</h2>

<p>For purposes of initiating use, two elements must be utilized, namely a Viber Business Account and a Dexatel platform.</p>

<h3>Viber Business Account</h3>

<p>A verified account is required in order to be able to send and receive your business messages on Viber.</p>

<p>Dexatel takes care of the process of being verified.</p>

<p>For the verification process;</p>

<ul>
	<li>you need to submit your business documents including your registration document, Tax ID Number, and Address.</li>
	<li>you need to agree with Viber&#39;s anti-spam terms.</li>
	<li>you need to set up your sender identity.</li>
</ul>

<p>The verification process takes 24 to 48 hours.</p>

<h3>Dexatel Inbox&nbsp;Setup</h3>

<p>Once your Viber account is active, incoming Viber messages will be channeled into your shared inbox, so your team can start replying.</p>

<h2>When Volume Grows</h2>

<p>A shared inbox will scale with your business in a manner Viber&#39;s app can&#39;t.</p>

<p>Adding agents simply entails creating a login whenever a new team member is brought aboard.</p>

<p>This means they begin working from the same inbox with the same conversation history and templates available, with no need for device setup or phone transfers.</p>

<p>The inbox of Dexatel&rsquo;s solution includes support for SMS and WhatsApp, so customers reaching out from other communication channels will be visible in one convenient interface.</p>

<p>A single inbox for messaging?</p>

<p>That&#39;s a decision you can make later.</p>

<h2>The Bottom Line</h2>

<p>Dexatel fills a Viber Business Messaging gap by offering a structured Business Inbox solution for a business organization.</p>

<p>Dexatel provides a genuine Viber Business Inbox solution for businesses, involving access from a computer, common views, control over conversations, and workflow tools for efficient customer service operations.</p>

<p>Customers have an inbox of their own; your team can have one too.</p>

<p>Examine Viber Business Messaging with Dexatel, or begin a free trial in order to establish your team&rsquo;s inbox.</p>


Learn how to set up a shared Viber for Business Inbox with Dexatel to streamline customer chats, support, and mass messaging—efficient, professional, and easy to scale.

Viber for Business Inbox: How to Get One as a Business?

<p>The creation of Viber Business Account represents the first step in beginning to leverage Viber Business.</p>

<p>The real gain of having Viber Business, therefore, lies in how you can optimize your Viber Business Profile after creation.</p>

<p>An optimized&nbsp;Profile allows businesses to make a professional impression and impacts the rates at which messages are opened.</p>

<p>It&rsquo;s not just an installation tutorial.</p>

<p>It embodies the exact requirements when using Viber, how experts optimize Viber, as well as how to understand the data analysis to ensure constant improvements.</p>

<h2>Understanding Your Viber Business Profile Elements</h2>

<p>Viber Business Profile consists of many important elements that work together to represent your brand.</p>

<p>If someone searches for you or sends a message to your Viber Business Profile, they will notice the following:</p>

<ul>
	<li>The company name and logo shown in the chat list and message header.</li>
	<li>Verification badge indicating authenticity (Green tick mark in Android and Blue in iOS)</li>
	<li>The business description on your information page</li>
	<li>The website URL and contact information</li>
	<li>&quot;Learn more&quot; button with link to information about your company</li>
	<li>An unsubscribe feature, giving users the ability to manage communication</li>
</ul>

<p>Each element has its own role in building trust and promoting engagement.</p>

<p>We plan to optimize every element in an organized manner.</p>

<h2>Logo Optimization: Technical Requirements and Best Practices</h2>

<p>In chat lists, message headers, search result pages, as well as your own company information page, your logo will appear.</p>

<p>For Viber to display your logo correctly, there are five different sizes that need to be provided.</p>

<h3>Required Logo Specifications</h3>

<p><img alt="Required Logo Specifications for Viber Business" src="/images/blog/260/body/required-logo-specifications-viber-business.png" style="height:204px; width:600px" /></p>

<p><strong>File format:</strong> PNG or JPG. It is preferred to use PNG images when there are any transparent or hard-edged elements in the logo. Images containing photos can use JPG format.</p>

<h3>Logo Design Best Practices</h3>

<ul>
	<li>Include your official logo for your business. Using the same logo on all sites can easily build brand identity. Customers will easily notice your brand whether it is found through Viber or other means.</li>
	<li>Optimize for small screens. The most popular sizes are 50x50 and 65x65. For mobile apps, or when your complete logo does not scale well to small sizes, develop an iconic symbol (logomark) of your logo.</li>
	<li>Pick contrasting colors. It will help since your logo needs to stand out against Viber&rsquo;s light interface. Dark or highly saturated colors always work best.</li>
	<li>Don&#39;t use text at small resolutions. Text in your logo becomes unreadable at 50x50 pixels. Reserve text-containing versions for the 360x280 banner only.</li>
	<li>Test across devices. Logo display might behave differently when viewed in both iOS and Android environments as well as when viewed in devices with varying display densities. Preview in various devices before finalizing.</li>
</ul>

<h3>Most Logo Design Errors Result in Logo Rejection</h3>

<ul>
	<li>Using competitor trademarks or copyrighted images</li>
	<li>Images of low resolution, which appear pixelated</li>
	<li>Logos that do not correspond to your registered business name</li>
	<li>Inappropriate or offensive imagery</li>
	<li>Inclusion of Viber brand elements in your logo</li>
</ul>

<h2>Business Name and Sender ID Optimization</h2>

<p>Your Sender ID is represented by the business name that appears when you send out messages.</p>

<p>This is commonly the very first aspect that the receivers are exposed to and has direct implications for them opening it or ignoring it.</p>

<h3>Sender ID Guidelines</h3>

<ul>
	<li>Maximum length: 30-35 characters, varying based on location</li>
	<li>Utilize your registered business name for easy recognition</li>
	<li>Do not use generic labels like &ldquo;Support&rdquo; or &ldquo;Info&rdquo; on their own</li>
	<li>No special characters other than hyphens and spaces</li>
	<li>Make sure it aligns perfectly with your brand as customers know you</li>
</ul>

<h3>Examples of Effective and Ineffective Sender ID</h3>

<p><img alt="Viber Sender IDs Comparison" src="/images/blog/260/body/viber-sender-id-comparison.png" style="height:324px; width:600px" /></p>

<p><strong>International brand note:</strong> International corporations may be required to include regional names (for example, &ldquo;Zara Ukraine&rdquo;) and must secure written approval from the brand owner or the regional office to use the brand name in that specific market.</p>

<h2>Crafting a High-Converting Business Description</h2>

<p>Your business description appears on your info page and helps users understand who you are before engaging.</p>

<p>A well-crafted description improves trust and sets expectations for the type of communication users will receive.</p>

<h3>Description Optimization Framework</h3>

<ol>
	<li><strong>Lead with your value proposition.</strong> What problem do you solve? What do customers get from engaging with you?</li>
	<li><strong>Include relevant keywords.</strong> Users can search for businesses in Viber&mdash;ensure your description contains terms they might search for.</li>
	<li><strong>Set communication expectations.</strong> Tell users what types of messages they&#39;ll receive (promotions, order updates, support).</li>
	<li><strong>Add social proof if applicable.</strong> Mention years in business, customer count, or industry recognition.</li>
	<li><strong>Include a call to action.</strong> Encourage users to start a conversation or visit your website.</li>
</ol>

<h3>Description Template</h3>

<p>[Company Name] is [what you do/sell] serving [target audience] in [regions/countries]. Get [types of messages: exclusive offers, order updates, support] directly on Viber. [Social proof]. Message us anytime or visit [website].</p>

<h4>Example Descriptions by Industry</h4>

<ul>
	<li><strong>E-commerce:</strong> &quot;Fashion Forward is Ukraine&#39;s leading online fashion retailer. Get exclusive deals, flash sales, and order tracking updates on Viber. Over 500,000 happy customers since 2018. Shop now at fashionforward.ua&quot;</li>
	<li><strong>Healthcare:</strong> &quot;Smile Dental Clinic provides modern dental care in Kyiv. Receive appointment reminders, special offers, and health tips. Message us to book your next visit or call +380-XX-XXX-XXXX.&quot;</li>
	<li><strong>Financial Services:</strong> &quot;SecurePay delivers instant payment notifications and transaction alerts. Your financial security matters&mdash;we use end-to-end encryption. Questions? Message us 24/7.&quot;</li>
</ul>

<h2>Maximizing Verification Badge Impact</h2>

<p>Each and every Viber Business Account obtains an automatic verification sign when approved.</p>

<p>It means that customers are communicating with an authentic business and not some scammer.</p>

<h3>Relevance of Verification</h3>

<ul>
	<li>77% of customers would choose authorized messages over normal messages</li>
	<li>Authentic profiles get higher open and engagement rates</li>
	<li>Protects you from being imitated or deceived by scammers</li>
	<li>Business messages are delivered to the Business inbox and are separate from messages delivered in personal chats.</li>
</ul>

<h3>Leveraging Your Verification Status</h3>

<ul>
	<li>In your advertising, you can state this: &ldquo;Message us on Viber&mdash;look for the verified badge to confirm it is indeed us.&rdquo;</li>
	<li>Employ it in customer communication. Verified ID can be used when sending out sensitive messages like OTPs or transaction confirmations.</li>
	<li>Feature it on your website. When linking customers to Viber, tell them about finding the verified account.</li>
	<li>Train customer service reps on this issue. Make sure customers are assisted on identifying legit business accounts.</li>
</ul>

<h2>Improving Discoverability in Viber Search</h2>

<p>Users can look for businesses on the Viber platform itself.</p>

<p>Presence in these search results opens another acquisition channel for customers, albeit one that requires additional work beyond just keeping an active account.</p>

<h3>Factors for Search Optimization</h3>

<ul>
	<li><strong>Business name alignment:</strong> Sender ID must be closely aligned to what customers are looking for</li>
	<li><strong>Location Relevance:</strong> Results are shown based on the current country of the user</li>
	<li><strong>Descriptive keywords:</strong> Use industry-specific keywords that customers are searching for</li>
	<li><strong>Activity level:</strong> Active accounts that have messaged recently may be ranked higher</li>
</ul>

<h3>Increasing Traffic to Your Viber Profile</h3>

<p>Don&#39;t rely solely on in-app search.</p>

<p>Actively promote your Viber presence through:</p>

<ul>
	<li>QR Codes on product packaging, receipts, and in-store promotions</li>
	<li>Deep links on your website and in email signatures</li>
	<li>Viber Web Chat widget on your website</li>
	<li>Social Media Promotion on existing channels</li>
	<li>Viber Ads: Desktop Ads, Post-Call Ads, and Marketing Stickers</li>
</ul>

<h2>Understanding and Acting on Your Analytics</h2>

<p>An optimized profile will only be valuable if it is possible to measure its performance.</p>

<p>Viber Business Messaging has analytics that can help in understanding and optimizing profile performance.</p>

<h3>Metrics to be Monitored</h3>

<p><img alt="Viber Business Metrics" src="/images/blog/260/body/viber-business-metrics.png" style="height:264px; width:600px" /></p>

<h3>Interpreting Your Data</h3>

<h3>Low delivery rates?</h3>

<p>Look at the contact list for invalid numbers.</p>

<p>Make use of double opt-in to verify that telephone numbers are accurate and that the recipients are willing to receive messages.</p>

<h3>Poor open rates?</h3>

<p>Your Sender ID or logo may be unrecognizable.</p>

<p>In this case, brand consistency is what makes it obvious to customers that it is coming from you.</p>

<h3>High opt-out rates?</h3>

<p>Could be due to messages that are too frequent or contain less-than-optimal content.</p>

<p>Look at messaging frequency (max of 2-4 messages per month) and message content targeting.</p>

<h3>Click-through rates too low?</h3>

<p>It may be that the message itself or the action button needs some work.</p>

<p>Try different types of messages and action buttons to see what appeals to this group.</p>

<h2>Viber Business Profile Optimization Checklist</h2>

<p>An optimized profile will only be valuable if it is possible to measure its performance. Viber Business Messaging has analytics that can help in understanding and optimizing profile performance.<br />
Metrics to be Monitored:</p>

<p>Interpreting Your Data<br />
Low delivery rates? Look at the contact list for invalid numbers. Make use of double opt-in to verify that telephone numbers are accurate and that the recipients are willing to receive messages.<br />
Poor open rates? Your Sender ID or logo may be unrecognizable. In this case, brand consistency is what makes it obvious to customers that it is coming from you.<br />
High opt-out rates? Could be due to messages that are too frequent or contain less-than-optimal content. Look at messaging frequency (max of 2-4 messages per month) and message contenttargeting. Click-through rates too low? It may be that the message itself or the action button needs some work. Try different types of messages and action buttons to see what appeals to this group.</p>

<h2>Viber Business Profile Optimization Checklist</h2>

<p>Please utilize this checklist in order to ensure that you have optimized your profile:</p>

<h3>Logo</h3>

<ol>
	<li>Five different sizes were uploaded: (50&times;50, 65&times;65, 100&times;100, 130&times;130, 360&times;280)</li>
	<li>Format: PNG or JPG, and resolution: high.</li>
	<li>Simplified version for small sizes (no text).</li>
	<li>Tested on both iOS and Android devices.</li>
	<li>In line with other brand touchpoints.</li>
</ol>

<h3>Sender ID</h3>

<ol>
	<li>Fewer than 30 characters.</li>
	<li>Matches the registered business name.</li>
	<li>No special characters (except hyphens and spaces).</li>
	<li>Immediately recognizable to customers.</li>
</ol>

<h3>Description</h3>

<ol>
	<li>Clear value proposition in first sentence</li>
	<li>Relevant keywords included.</li>
	<li>Communication types mentioned</li>
	<li>URL firmware included.</li>
	<li>Call to action present.</li>
</ol>

<h3>Discoverability</h3>

<ol>
	<li>QR Codes for offline promotion.</li>
	<li>Deep links integrated in the website and emails.</li>
	<li>Concept and implementation of web chat widget.</li>
	<li>Social media promotion planned.</li>
</ol>

<h2>Next Steps</h2>

<p>Profile optimization, or rather the process of continually improving it, is an ongoing process that doesn&rsquo;t end after completing this step.</p>

<p>Analyze your metrics every month and work on different methods of optimizing it.</p>

<p>If you have yet <a href="https://dexatel.com/blog/viber-business-account/" title="How to Set Up Viber Business Account">to create your Viber Business Account</a>, you need to start from that point, as you cannot optimize otherwise.</p>

<p>Once you have an active and verified account, you can refer back to this guide for improvement.</p>

<p>If you need help in embarking on <a href="https://dexatel.com/channels/viber/" title="Viber Business Messaging Service">Viber Business Messaging</a>, Dexatel can assist you in making it easy to get started.</p>


Optimize your Viber presence with expert tips from Dexatel — learn logo sizing, verification badges, sender-ID best practices, search visibility and trust boosts.

Viber Business Profile Optimization Guide: Maximize Visibility and Trust

Viber Business Profile Optimization Guide

<p>If you are using <a href="https://dexatel.com/channels/viber/" title="Viber Business">Viber as a messaging service for businesses</a>, it is important to be aware of the session window, especially to save on costs and deliver quality customer support.</p>

<p>The 24-hour session model determines the start and end of conversations, the number of messages sent, and the costs incurred.</p>

<p>Therefore, it is crucial to customer support teams and customer experience managers.</p>

<p>In the following guide, you will learn what Viber session messaging is, how conversations create sessions, and ways to save on costs.</p>

<h2>What Is a Viber Session?</h2>

<p>A Viber session is a 24-hour period during which you can talk freely with your customers without having to pay for each message.</p>

<p>During this period, you can send messages at a fixed session rate, not a message rate.</p>

<p>Your session will begin as soon as a customer contacts you or replies to your message.</p>

<p>Within a 24-hour period, you can send up to 60 messages during a session, charged as a single conversation.</p>

<h3>How Sessions Get Activated</h3>

<p>There are two ways in which the session can start:</p>

<ul>
	<li>Customer-initiated contact: The moment the customer sends the first message to your <a href="https://dexatel.com/blog/viber-business-account/" title="Viber Business Account">Viber Business account</a>, the 24-hour timer starts immediately, and you are not charged for the outgoing messages.</li>
	<li>Customer reply to your message: The customer&rsquo;s reply to your message outside of an existing session starts a new session.</li>
</ul>

<p>According to&nbsp;<a href="https://www.forbusiness.viber.com/en/blog/post/what-are-viber-business-messages/">Viber</a>, &ldquo;A session starts when the customer sends a message to your business account or replies to your business message.&rdquo;</p>

<h3>What Happens After 24 Hours?</h3>

<p>Once the session is closed, any new message sent by you will be considered a business-initiated message and will incur different charges.</p>

<p>However, if the customer responds to your business-initiated message, a new session will be created, and the 24-hour timer will be reset.</p>

<p>This forms a cycle of customer support: any ongoing sessions will be low-cost, but long gaps between messages will cause later ones to be high-cost.</p>

<h2>Understanding Viber&#39;s Message Categories</h2>

<p>Viber Business Messages are divided into three types.</p>

<p>Understanding what kind of message you&#39;re sending will help you determine the costs and set up your customer support.&nbsp;</p>

<h3>Session Messages</h3>

<p>Messages exchanged within a 24-hour active chat window:</p>

<ul>
	<li>Billing: You&#39;re billed per session, not per message</li>
	<li>Message limit: Up to 60 messages per session</li>
	<li>Supported formats: Text, images, and files</li>
	<li>Best for: Customer support, order, and account questions, changing bookings, and more</li>
</ul>

<p>Session messages are best for any customer support interaction that involves a lot of messages with one customer.</p>

<p>This is the normal flow of customer support.&nbsp;</p>

<h3>Business-Initiated Messages</h3>

<p>Messages initiated by your business when there is no active session:</p>

<ul>
	<li>Billing: You&#39;re billed per message</li>
	<li>Supported formats: Text, images, videos, carousels, and interactive buttons</li>
	<li>Best for: Proactive support, appointment reminders, order updates, and more</li>
</ul>

<p>Note: If a customer replies to a Business-Initiated Message, a new session immediately begins, and the next messages are billed at the session rate.&nbsp;</p>

<h3>Welcome Messages</h3>

<p>A special type of message:</p>

<ul>
	<li>Billing: Always free</li>
	<li>Timing: Sent immediately when a customer initiates a conversation with your business, before any messages are exchanged</li>
	<li>Best for: Introduce your support services, set expectations, and encourage customer interaction</li>
</ul>

<p>Welcome messages are best for encouraging a customer to start a conversation with your support.</p>

<p>This will start a session, and you&#39;re not charged for sending it.</p>

<h2>The February 2024 Commercial Model Changes</h2>

<p>Viber&rsquo;s commercial model was changed in February 2024, and this affects how you pay for messages sent using this service.</p>

<p>You should be aware of the commercial model used for your account.</p>

<h3>For Viber Accounts Created After February 5, 2024</h3>

<p>According to the commercial model frequently asked questions page provided by Viber, the commercial model for accounts created after this date is as follows:</p>

<ul>
	<li>There is a monthly maintenance fee for business accounts, which amounts to EUR 100.</li>
	<li>There is a charge for each message sent, and this applies to all business-initiated messages.</li>
	<li>There are no extra costs for sending messages within a session.</li>
</ul>

<p>In other words, you will pay a fixed monthly fee and a fee for sending proactive messages.</p>

<h3>For Legacy Accounts (Created Before February 5, 2024)</h3>

<p>The commercial model for legacy accounts is as follows:</p>

<ul>
	<li>There is no monthly maintenance fee.</li>
	<li>There is a free message allowance, and this amounts to sending up to 10,000 business-initiated messages.</li>
	<li>There are overage charges for sending messages exceeding this number.</li>
</ul>

<p>The legacy account commercial model appears to be cheaper for small and medium-sized businesses sending fewer messages, but this model will continue until further notice.</p>

<h4>Impact on Different Business Sizes</h4>

<ul>
	<li>Small business owners sending fewer proactive messages may find this commercial model cheaper, especially if the number of messages sent does not exceed 10,000.</li>
	<li>Medium and large business owners sending many proactive messages will find this commercial model costly, especially considering the fact that all messages sent using this service will be business-initiated.</li>
	<li>For business owners who offer customer services, this commercial model remains cheap, irrespective of whether you use the legacy or commercial model, customers make the first move to communicate with you.</li>
</ul>

<h2>Session vs. Per-Message Pricing: When Sessions Save Money</h2>

<p>The money case for sessions is apparent when you look at the types of customer support chats that people have.</p>

<p>A session can have up to 60 messages in 24 hours for a fixed price.</p>

<h3>Break-Even Analysis</h3>

<p>Sessions are cheaper than charging by the message after you send more than a few messages to a customer:</p>

<table>
	<thead>
		<tr>
			<th>Messages Exchanged</th>
			<th>Cost Efficiency</th>
		</tr>
	</thead>
	<tbody>
		<tr>
			<td>1-2 messages</td>
			<td>Per-message or session pricing comparable</td>
		</tr>
		<tr>
			<td>3+ messages</td>
			<td>Sessions typically offer better value</td>
		</tr>
		<tr>
			<td>10+ messages</td>
			<td>Sessions provide substantial savings</td>
		</tr>
	</tbody>
</table>

<p>With typical customer support chats involving 5-15 messages, using the session model can reduce costs by 50-80% as opposed to a pay-per-message approach.</p>

<h3>Pricing Structure Overview</h3>

<p><a href="https://dexatel.com/pricing/viber/" title="Viber Pricing">Viber pricing</a> is influenced by three factors:</p>

<ul>
	<li>Message type: Transactional, promotional, or session-based messages</li>
	<li>Destination country: Pricing varies considerably by country</li>
	<li>Commercial model: Pricing for new or existing accounts</li>
</ul>

<p>All active Viber Business accounts are charged a minimum monthly fee: EUR 100 for most countries or EUR 150 for some countries, including Belarus, Bulgaria, Greece, Hungary, Iraq, Moldova, Russia, Ukraine, and UAE.</p>

<p>At Dexatel, we offer full access to official Viber rates without any markup.</p>

<h2>6 Strategies to Optimize Session Messaging Costs</h2>

<p>It&rsquo;s one thing to understand sessions; it&rsquo;s another to make them work better for customer service.</p>

<p>Here are some ways to reduce costs while keeping the customer happy:</p>

<h3>Strategy 1: Encourage User-Initiated Conversations</h3>

<p>The most cost-effective messages are those where the customer initiates the conversation.</p>

<p>When the customer makes the first move, you can reply as you wish, and the conversation won&rsquo;t cost you anything for the first 24 hours:</p>

<ul>
	<li>Use chat links and QR codes: Place them on your website, order confirmations, product packaging, and customer service documents</li>
	<li>Add Viber contact buttons: Place a &quot;Message us on Viber&quot; button on your website and customer portal</li>
	<li>List Viber as a support option: Place Viber alongside email and phone support</li>
</ul>

<p>The customer initiates the conversation with a question, and you won&rsquo;t have to pay the cost of a business-initiated conversation.</p>

<h3>Strategy 2: Respond Quickly Within the 24-Hour Window</h3>

<p>Speed is important because it impacts cost, not just the customer experience.</p>

<p>If a customer sends you a message, and you do not respond within 24 hours, the session will expire.</p>

<p>If you try to respond, that is a business-initiated message, which is more expensive.</p>

<p>Implement the following basic processes to respond to customer inquiries within 24 hours:</p>

<ul>
	<li>Develop response time SLAs: respond within 2-4 hours during business hours</li>
	<li>Send automated acknowledgments: immediately send a message acknowledging that you have received the customer&rsquo;s message</li>
	<li>Ensure coverage: schedule business hours based on the customer&rsquo;s time zones</li>
</ul>

<p>You can use the <a href="https://dexatel.com/products/conversations/" title="Dexatel Conversations">Dexatel platform, &ldquo;Conversations,&rdquo;</a> to help manage customer messages.</p>

<h3>Strategy 3: Use Welcome Messages Strategically</h3>

<p>Welcome messages are free and help set the tone for customer support:</p>

<ul>
	<li>Introduce your support team and when you&rsquo;re available</li>
	<li>Provide a list of common issues you can help with via Viber</li>
	<li>Ask a friendly question such as &quot;How can we help you today?&quot; to encourage a response from the customer</li>
</ul>

<p>If a customer replies to your welcome message with their question, you have initiated a session for free and made a great first impression.</p>

<h3>Strategy 4: Time Promotional Messages Strategically</h3>

<p>If a customer is currently in an active session, you can provide any relevant updates within that session window, rather than waiting for a new session:</p>

<ul>
	<li>Order status updates</li>
	<li>Appointment confirmations</li>
	<li>Resolution updates</li>
	<li>Requests for more information</li>
</ul>

<p>Providing updates within an active session is done at the session rate.</p>

<h3>Strategy 5: Segment by Engagement Level</h3>

<p>However, not all customers will use the messaging channel in the same manner.</p>

<p>Segment your customers to provide personalized suggestions on the best support channel:</p>

<ul>
	<li>Active Viber Users: Customers that frequently ask for help via the Viber messaging service</li>
	<li>Multi-Channel Customers: Customers that tend to use many channels</li>
	<li>Email Preference Customers: Customers that tend to avoid the messaging service; respect their preference</li>
</ul>

<p>Use <a href="https://dexatel.com/products/campaigns/" title="Dexatel Campaigns">Dexatel Campaigns</a>&nbsp;to send targeted support messages to the engaged user base.</p>

<h3>Strategy 6: Validate Numbers Before Messaging</h3>

<p>Spend your messaging budgets on active Viber numbers only.</p>

<p>Use our services to look up your contacts.</p>

<p><a href="https://dexatel.com/products/lookup/" title="Dexatel Lookup">Dexatel&#39;s Lookup service</a> checks whether the number is active on Viber, so you don&#39;t send messages to the void and ensure your customer support messages are actually read by customers.</p>

<h2>Viber Sessions vs. WhatsApp Messaging Windows</h2>

<p>If you are evaluating messaging services for customer support, understanding how Viber compares to WhatsApp will help you determine the best option.</p>

<table>
	<thead>
		<tr>
			<th>Feature</th>
			<th>Viber</th>
			<th>WhatsApp</th>
		</tr>
	</thead>
	<tbody>
		<tr>
			<td>Session duration</td>
			<td>24 hours</td>
			<td>24 hours</td>
		</tr>
		<tr>
			<td>Message limit per session</td>
			<td>60 messages</td>
			<td>Unlimited</td>
		</tr>
		<tr>
			<td>Template requirement outside session</td>
			<td>No (pay per message)</td>
			<td>Yes (pre-approved templates required)</td>
		</tr>
		<tr>
			<td>Promotional messages</td>
			<td>Allowed</td>
			<td>Restricted</td>
		</tr>
		<tr>
			<td>SMS fallback</td>
			<td>Available</td>
			<td>Not available</td>
		</tr>
		<tr>
			<td>Pricing model</td>
			<td>Per session or per message</td>
			<td>Per 24-hour conversation</td>
		</tr>
	</tbody>
</table>

<p>For customer support, Viber is more suitable because it does not have the need to have templates approved before sending messages initiated by the business.</p>

<p>WhatsApp, on the other hand, is more restrictive, but it helps ensure the quality of the message sent.</p>

<p>For Viber and WhatsApp, the time window is the same, 24 hours, but Viber is limited to 60 messages, which may be a challenge if the troubleshooting process is lengthy and may require multiple windows of conversations.</p>

<p>WhatsApp, on the other hand, does not have such limitations.</p>

<p>If you are serving Eastern Europe, Southeast Asia, or the Middle East, Viber is a good option because it is extremely popular in these regions, with over 90% penetration in Ukraine, to name one country.</p>

<h2>Best Practices for Session-Based Customer Support</h2>

<p>Customer Support is an excellent match for Viber sessions because customers typically initiate a session with a question or problem to be solved and do so at no additional cost to your business.</p>

<h3>Build a Responsive Support Workflow</h3>

<ul>
	<li>Set quick response goals: Aims to respond within hours, not days</li>
	<li>Use automation wisely: Send&nbsp;automated messages immediately&nbsp;to keep the conversation going</li>
	<li>Send to the right agents: For complex issues, forward the chat to experts who can resolve it in no time</li>
	<li>Enable handoffs: Allow customer support agents to hand off the chat without interrupting the customer</li>
</ul>

<h3>Create a Knowledge Base Within Conversations</h3>

<p>Every time the customer talks to us, the organization learns more:</p>

<ul>
	<li>Note the common questions and develop response templates for the agents</li>
	<li>Record the solutions to common problems so the agents can solve the problems quickly</li>
	<li>Use the chat and call data to make the FAQ and self-help sections of our website even better</li>
	<li>Identify trends showing problems with the product or the customer experience</li>
</ul>

<h3>Resolve Issues Completely Within Sessions</h3>

<p>Having a 24-hour window will provide enough time to fix things in the following steps:</p>

<ul>
	<li>Ask questions: Ask questions clearly.</li>
	<li>Provide solutions: Provide solutions by giving step-by-step instructions, including pictures and files if possible.</li>
	<li>Verify: Ensure that the problem is fixed.</li>
	<li>Help more: Ask if there is anything else you can help with.</li>
</ul>

<p>Completing everything in one go will save money and make the customer happy.</p>

<h3>Collect Feedback Within Sessions</h3>

<p>Once a problem has been fixed, collect feedback from them while the session is still active:</p>

<ul>
	<li>&quot;Did I fix your issue today?&quot;</li>
	<li>&quot;How would you rate your support experience?&quot;</li>
	<li>&quot;Is there anything we could have done better?&quot;</li>
</ul>

<p>This does not cost us much since we are already in a session with them, anyway.</p>

<h2>Implementing Viber Sessions with Dexatel</h2>

<p>Dexatel also makes Viber business messaging for customer support very easy:</p>

<ul>
	<li>Direct access to Viber&#39;s network for better deliverability</li>
	<li>Simple pricing: no hidden costs or markups; just official Viber rates</li>
	<li>Unify all your messages in one inbox: Viber, SMS, WhatsApp, and many more in Conversations</li>
	<li>Team features: assign chats, add internal notes, and more</li>
	<li>API or web: self-serve or API integration</li>
	<li>Reporting and analytics: track your response rates, click rates and more</li>
</ul>

<p>Getting started with Viber business messaging for customer support in as little as 48 hours.</p>

<p>Dexatel takes care of Viber&rsquo;s business rates so your business can focus on serving customers.</p>

<p>What you need to know:</p>

<ul>
	<li>Sessions help you save on costs when you send multiple messages in the course of a customer support conversation</li>
	<li>Customers contacting you start the session, and you do not incur any costs on initiating the session</li>
	<li>Reply to customers within the 24-hour period to get the most out of the session feature and offer excellent customer support services</li>
	<li>Welcome messages are free and can be used to direct the customer to start the support session</li>
	<li>Viber&rsquo;s session feature is naturally suitable for customer support services</li>
</ul>

<p>For businesses operating in Viber&rsquo;s major markets, such as Eastern Europe and Asia, the session feature is advantageous, especially in saving on costs and offering excellent customer support services.</p>

<p>Ready to take the first step towards improving customer support with Viber?</p>

<p>Start a free trial with Dexatel or talk to <a href="https://dexatel.com/contact-us/">our sales team</a> to find out more about the benefits of using the session feature and save on costs.</p>


Learn how Viber's 24-hour session messaging window works, including pricing, cost optimization strategies, and best practices for maximizing ROI on your business communications.

Viber Session Messaging: Understanding the 24-Hour Window

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Viber Banking: How to Connect with Customers Using Dexatel

<p>It goes without saying that you should be sending offers in an app that your customers open multiple times a day.</p>

<p>If your business mainly targets Eastern Europe, the CIS, or the Middle East, there&rsquo;s a good chance that Viber is the app you&rsquo;re looking for. This is where your customers spend a good portion of their days, so it should also be your main selling channel.&nbsp;</p>

<p>In this article, we&rsquo;ll show you how to boost sales with Viber marketing and get the most out of every campaign you launch.&nbsp;</p>

<h2>Why Viber Is Effective for Sales</h2>

<p>If you are trying to sell in markets where Viber is a daily habit, you are already playing on a field with built-in advantages.&nbsp;</p>

<p>Here is why Viber marketing tends to convert so well when you use it properly:</p>

<h3>Large and Active User Base in the Right Regions</h3>

<p>Viber&rsquo;s strength is not evenly spread worldwide, and that is exactly the point. In Eastern Europe, the CIS, and parts of the Middle East, it holds a dominant or near-dominant position in messaging, with very high local market share and daily usage.<br />
<br />
That daily habit matters more than raw downloads. When people open an app several times a day, your offer is not competing with dozens of unread emails.</p>

<h3>Multiple Message Types That Move People From Interest to Action</h3>

<p>With Viber, you can send both promotional and transactional business messages. Richer <a href="https://dexatel.com/blog/viber-advertising/">Viber marketing messages</a> shorten the path to purchase, because you are not just telling people about a product. You are showing it and giving them a direct &ldquo;buy&rdquo; route inside the same screen.</p>

<h3>Branded Sender IDs That Earn Instant Trust</h3>

<p>Unlike many messaging channels where the sender looks anonymous, Viber lets you use a branded and verified sender profile with your name and logo. That is a conversion lever. Users are far more likely to open and click when they recognize who is speaking to them. It also protects your brand from looking like spam, which is crucial in high-frequency sales campaigns.</p>

<h3>High Deliverability and Strong Read Rates</h3>

<p>Viber messages are delivered over data with push notifications, not routed through traditional SMS carrier paths. That typically means faster delivery and better visibility when a user is online. Many providers report very high seen and click rates for <a href="https://dexatel.com/channels/viber/">Viber Business Messages</a> in strong markets, largely because messages land with app-style notifications and support interactive formats. Even if you treat those numbers as directional, the practical takeaway stands: Viber is built for being noticed, and noticed messages are the ones that sell.</p>

<h2>Viber Marketing Tools for Sales</h2>

<p>To make Viber work as a sales channel, you need to use the tools it was built around. Think of these as building blocks for your Viber marketing strategy. Each one helps you push customers a little closer to a purchase, in a way that still feels natural inside a messaging app.</p>

<h3>Viber Business Messages</h3>

<p>This is the core tool for reaching customers at scale. Business Messages let you send different categories of communication through a verified business profile, and they land in <a href="https://dexatel.com/blog/viber-business-inbox/">Viber&rsquo;s dedicated Business Inbox</a>.<a href="https://www.forbusiness.viber.com/en/business-messages/?utm_source=chatgpt.com">&nbsp;</a></p>

<p>You can normally use them in two ways:</p>

<ul>
	<li>
	<p><strong>Promotional messages:</strong> Ideal for discounts, limited-time offers, new product drops, restock alerts, or loyalty rewards. Because these messages support rich formats, you can pair an offer with visuals and a direct CTA rather than a plain text pitch.</p>
	</li>
	<li>
	<p><strong>Transactional messages:</strong> Used for order confirmations, shipping updates, appointment reminders, OTPs, and account notifications. These messages build trust and keep your brand present between purchases, which makes later promotions perform better.</p>
	</li>
</ul>

<h3>Viber Rich Media Features</h3>

<p>Plain text can work, but rich media is where Viber starts to outperform simpler channels. Rich formats include image messages, video messages, carousels, list messages, and clickable CTA buttons.<a href="https://www.forbusiness.viber.com/en/blog/post/the-ultimate-guide-to-viber-for-business-for-retail-brands/?utm_source=chatgpt.com">&nbsp;</a></p>

<p>So why does it matter for sales? Richer content reduces friction. Instead of telling people about a product and hoping they search for it later, you show it right away, and they can take action with one tap. Using buttons and interactive elements leads to higher interaction rates, because the next step is simple and obvious.</p>

<h3>Branded Sender ID</h3>

<p>This is a quiet but powerful conversion lever. When you send Business Messages, customers see a <a href="https://dexatel.com/blog/viber-business-profile/">verified business profile</a> with your logo, name, and details, rather than an unknown number.<a href="https://www.forbusiness.viber.com/en/blog/post/viber-business-messages-essentials-for-brand-growth/?utm_source=chatgpt.com">&nbsp;</a></p>

<p>That instant recognition does two things:</p>

<ol>
	<li>
	<p>It raises open rates because users trust the sender.</p>
	</li>
	<li>
	<p>It protects your campaigns from looking like spam, which matters a lot when you scale frequency or run repeated offers.</p>
	</li>
</ol>

<h3>Viber Chatbots</h3>

<p>If <a href="https://www.forbusiness.viber.com/en/messaging-solutions/?utm_source=chatgpt.com">Business Messages</a> are your broadcast engine, chatbots are your sales assistant. Viber supports bots through its business solutions and API, letting you automate conversations and guide users through a buying flow.<a href="https://www.forbusiness.viber.com/en/messaging-solutions/?utm_source=chatgpt.com">&nbsp;</a></p>

<p>Typical sales uses include:</p>

<ul>
	<li>
	<p>24/7 customer service that removes purchase blockers fast</p>
	</li>
	<li>
	<p>Product browsing inside chat, with quick reply buttons</p>
	</li>
	<li>
	<p>FAQs and recommendation flows that act like mini funnels</p>
	</li>
	<li>
	<p>Lead capture and handoff to a human agent when needed</p>
	</li>
</ul>

<p>The payoff is simple. A good bot keeps momentum alive. Instead of forcing a user to leave Viber to ask a question or figure out what to buy, you let them move from interest to decision inside the same thread.</p>

<h2>Sales-Driving Viber Strategies</h2>

<p>You do not need a complicated playbook to get results on Viber. The channel performs best when you use a few focused tactics consistently.</p>

<h3>Send Personalized Promotions</h3>

<p>Start with segmentation. Split your audience by behavior, purchase history, or location, then tailor the offer to match. A &ldquo;20% off your next order&rdquo; message hits differently when it reflects what someone actually browsed or bought recently. Viber Business Messages can be integrated with CRMs to support this kind of personalization at scale.<a href="https://www.forbusiness.viber.com/en/business-messages/?utm_source=chatgpt.com">&nbsp;</a></p>

<h3>Use Limited-Time Campaigns</h3>

<p>Viber is ideal for short, urgent pushes because people check it often. Flash sales, holiday promos, and countdown-style CTAs work well here. Pair urgency with rich formats like a product image and a &ldquo;Claim offer&rdquo; button, so users can act immediately.<a href="https://www.forbusiness.viber.com/en/blog/post/rakuten-viber-unveils-carousel-and-list-business-messages/?utm_source=chatgpt.com">&nbsp;</a></p>

<h3>Combine Viber and SMS for Maximum Reach</h3>

<p>Use Viber as your primary channel for rich, branded content, then route SMS only to people who are offline or unreachable on Viber. This keeps costs efficient without sacrificing coverage and is a common setup among Viber business providers.<a href="https://messente.com/blog/6-tips-and-tricks-for-viber-business-messages?utm_source=chatgpt.com">&nbsp;</a></p>

<h3>Optimize Timing and Frequency</h3>

<p>Timing and frequency are key when it comes to Viber marketing. Test sending times by day and hour to figure out when your audience is most responsive, and avoid over-sending. If engagement drops, adjust cadence and relevance instead of just sending more messages.</p>

<h3>Use Clickable CTAs Every Time</h3>

<p>A strong Viber message should never end in a dead stop. Add one clear action, like &ldquo;Shop now,&rdquo; &ldquo;Claim offer,&rdquo; or &ldquo;Book appointment,&rdquo; linked directly to the product page or checkout. Buttons reduce friction, and reduced friction is where extra sales come from.</p>

<h2>Examples of High-Converting Viber Campaigns</h2>

<p>A range of marketing campaign types perform well on Viber. These include:&nbsp;</p>

<h3>Retail: Discounts and New Arrivals</h3>

<p>Retail brands use Viber to push fast-moving offers and new stock drops to segmented audiences. The strongest campaigns pair a clear discount with a product visual and a single-tap CTA, so customers can move straight from browsing to checkout.</p>

<p><strong>Example Viber message:</strong></p>

<p>&ldquo;New drop just landed. This week only: 25% off selected winter jackets. Tap to see your picks and claim the discount before Friday. [Shop Now]&rdquo;</p>

<h3>Food Delivery: Time-Sensitive Coupons</h3>

<p>Food and grocery delivery campaigns work best when they match real moments of intent, like lunch, dinner, or late-night ordering. Short windows and location-based targeting boost urgency and relevance.</p>

<p><strong>Example Viber message:&nbsp;</strong></p>

<p>&ldquo;Hungry? Here&rsquo;s a little push. 20% off your next order if you check out in the next 2 hours. Use code: LUNCH20. [Order Now]&rdquo;</p>

<h3>E-commerce: Abandoned Cart Reminders</h3>

<p>Abandoned cart recovery is one of the most proven Viber use cases. Brands can trigger a reminder shortly after abandonment, often followed by a second message with a small incentive. Viber&rsquo;s rich formats and buttons make it easy to return to the cart in one tap.<a href="https://www.forbusiness.viber.com/ua/blog/post/recovering-lost-sales-reducing-cart-abandonment-with-viber-business-messages/?utm_source=chatgpt.com">&nbsp;</a></p>

<p><strong>Example Viber message:</strong></p>

<p>&ldquo;Still thinking it over? Your cart is waiting with: [Product Name]. Complete your order before the item sells out. [Return to Cart]&rdquo;</p>

<h3>Travel: Seasonal Deals and Alerts</h3>

<p>Travel companies use Viber for seasonal promotions, price drop alerts, and last-minute availability. These campaigns convert when they highlight timing and simplify the booking step with a direct CTA.</p>

<p><strong>Example Viber message:</strong></p>

<p>&ldquo;Summer flights are open. Save up to 30% on routes to [Destination] when you book this week. Dates are filling fast. [Check Deals]&rdquo;</p>

<h3>Banks and Fintech: Upselling Cards, Loans, and Services</h3>

<p>Banks and fintech apps mix transactional trust builders (alerts, OTPs, account updates) with targeted upsells. The best sales campaigns are triggered by customer behavior, such as salary deposits or high card usage, and framed as a personalized benefit rather than a generic offer.<a href="https://bsg.world/viber?utm_source=chatgpt.com">&nbsp;</a></p>

<p><strong>Example Viber message:&nbsp;</strong></p>

<p>&ldquo;Hi [Name], based on your recent activity, you&rsquo;re eligible for a higher credit limit. Activate in minutes and keep your current rate. [Increase My Limit]&rdquo;</p>

<h2>Best Practices for Viber Sales Campaigns</h2>

<p>To get real sales lift from Viber, you want every message to feel deliberate, useful, and easy to act on. These best practices are the difference between &ldquo;we tried Viber&rdquo; and &ldquo;Viber drives revenue.&rdquo;</p>

<h3>Use Clear, Concise Copy&nbsp;</h3>

<p>Your reader is seeing your message while they&rsquo;re going on with their day, not sitting down to read marketing copy. Keep the first line immediately understandable and benefit-oriented. One strong offer beats three weak ones. If you need context, put it after the value, not before. This aligns with Viber&rsquo;s own partner guidelines that emphasize targeted, informative content and low spam risk.</p>

<p><strong>Rule of thumb:</strong> If the message can&rsquo;t be understood in three seconds, it will not convert.</p>

<h3>Add Visuals to Highlight Products</h3>

<p>Viber supports rich media, so use it when the product needs to be promoted. A clean product image or short video does two jobs: it builds desire and reduces uncertainty. Rich formats also let you show price, variants, or bundled value without forcing users to click away. Viber Business Messages are designed for branded rich content for exactly this reason.</p>

<p><strong>Pro tip: </strong>Visuals matter most for &ldquo;choice-heavy&rdquo; buys (fashion, beauty, electronics, travel packages). For simple repeat purchases, a text-first offer may outperform.</p>

<h3>Include a Primary CTA</h3>

<p>Every message should make the next step obvious. Use a single main CTA button like &ldquo;Shop now,&rdquo; &ldquo;Get discount,&rdquo; or &ldquo;Finish checkout,&rdquo; linked directly to the relevant page. Viber push notifications are short by nature and work best with a clear call to action.</p>

<p>Multiple CTAs increase decision friction. If you must add a secondary action, place it as soft text, not a competing button.</p>

<h3>A/B Test Content and Layout&nbsp;</h3>

<p>Most teams only test discount levels. On Viber, formatting can move the needle just as much. Test things like:</p>

<ul>
	<li>
	<p>First line framing (benefit vs urgency)</p>
	</li>
	<li>
	<p>Image vs no image</p>
	</li>
	<li>
	<p>CTA text (&ldquo;Claim offer&rdquo; vs &ldquo;Shop now&rdquo;)</p>
	</li>
	<li>
	<p>Short vs slightly longer copy</p>
	</li>
</ul>

<p>Measure on clicks and conversions, not opens alone. Viber provides delivery and seen statuses, which makes iterative testing easier.</p>

<h3>Keep Branding Consistent&nbsp;</h3>

<p>Your promotional messages convert better when they feel like they come from a trusted, familiar sender. That trust is built through consistent branded sender IDs, tone, and visual style. Viber business profiles support verified branding (name, logo, badge), and recognition is a key driver of open rates.</p>

<p>Make your transactional templates look and sound like the same brand as your promos. You are training for recognition for the next campaign.</p>

<h3>Make Sure Opt-in Lists Are Active and Compliant</h3>

<p>Viber enforces strict opt-in requirements. You must have clear, provable user consent before sending business messages, and users must be able to opt out. Non-compliance can lead to blocking or suspension.</p>

<p>Beyond compliance, list hygiene is a sales lever. Remove inactive users, avoid re-onboarding people who never engage, and refresh consent periodically. A smaller engaged list will outperform a large cold one every time.</p>

<h2>Measuring Success on Viber</h2>

<p>Success on Viber becomes much clearer once you track the right performance indicators:</p>

<ul>
	<li>
	<p><strong>Delivery rate:</strong> The percentage of messages that actually reached users. A low rate usually means inactive numbers or poor list quality.</p>
	</li>
	<li>
	<p><strong>Read rate:</strong> How many delivered messages were opened. This reflects audience interest, brand recognition, and the strength of your first line.</p>
	</li>
	<li>
	<p><strong>Click-through rate (CTR):</strong> The share of users who tapped your CTA or link. This shows whether your offer, visuals, and timing are compelling enough to drive action.</p>
	</li>
	<li>
	<p><strong>Conversion rate:</strong> The percentage of users who completed the desired action (purchase, signup, etc.) after clicking. This is your true indicator of sales performance.</p>
	</li>
	<li>
	<p><strong>ROI:</strong> The revenue generated compared to what you spent on the campaign. This tells you whether your Viber campaigns are profitable and where to scale or adjust.</p>
	</li>
</ul>

<h3>How to Improve Underperforming Campaigns</h3>

<p>When a Viber campaign underperforms, the fix is usually not &ldquo;send more,&rdquo; it is &ldquo;send smarter.&rdquo; Start by looking at where the drop happens (opens, clicks, or conversions), then adjust the element most tied to that stage.</p>

<ul>
	<li>
	<p><strong>Change CTA placement:</strong>&nbsp;Put your main CTA earlier and make it visually obvious. If users have to scroll or read too much before seeing what to do next, clicks fall fast. Try one clear button instead of multiple actions.</p>
	</li>
	<li>
	<p><strong>Improve visuals:</strong>&nbsp;If clicks are low, your creative elements may not be doing enough work. Swap in a cleaner product image, add a short demo video, or highlight the discount directly on the visual. Rich media should make the value instantly clear.</p>
	</li>
	<li>
	<p><strong>Adjust segmentation:</strong>&nbsp;If people open but do not click, the offer may be mismatched. Tighten your audience by behavior, past purchases, or location, and tailor the message to what that segment actually wants. Relevance drives conversions more than volume.</p>
	</li>
	<li>
	<p><strong>Test new offers:</strong> If you are getting clicks but not sales, the landing page or incentive may be the issue. Test a different angle: smaller discount with stronger urgency, a bundle instead of a single item, free delivery, or loyalty perks.</p>
	</li>
</ul>

<p>Also consider a dual-channel setup. Viber-SMS marketing works best when Viber is the primary channel, and SMS is your fallback for users who are offline or not reachable on Viber. That way, you improve reach without sacrificing the higher-converting Viber experience.</p>

<h2>To Conclude</h2>

<p>Viber is still underused by many brands, which is exactly why it can deliver outsized results in markets where it dominates everyday communication. When your audience is already active there, you get attention that other channels have to fight for.</p>

<p>The wins come from getting the basics right: personalizing your offers, leaning on rich content that shows value fast, and timing your messages around real buying moments.&nbsp;Keep it relevant, and Viber turns into a steady sales driver instead of a one-off experiment.</p>

<p>If you want to launch or scale Viber campaigns without guesswork, Dexatel can help you set up messaging, targeting, automation, and performance tracking in one place.</p>


Learn how to boost sales with Viber marketing by using rich media, branded messages, automation, and more. Convert more customers in Viber-active markets.

Dexatel Blog