Viber for Business: Secure Messaging and Customer Engagement

When customers receive a message, the first question isn’t “what does it say?” it’s “who is it from?”  Viber addresses that hesitation with branded sender profiles and trusted business identities, giving companies a way to communicate that feels immediately legitimate.

In this article, we’ll explore what Viber messaging for business is, how companies use it across marketing, support, and transactional communication, and how to get started with Viber business messaging using Dexatel.

What Is Viber for Business?

Viber for Business is an official business communication channel that allows companies to reach customers directly through the Viber app using branded, verified messages. 

Instead of relying on generic SMS or email, businesses can use Viber business messaging to deliver secure, recognizable, and interactive communications in an environment where users are already active and engaged.

The app is designed to support high-trust communication at scale, making it suitable for everything from critical notifications to customer conversations and promotional outreach.

Viber’s Role in Transactional, Promotional, and Support Messaging

Viber business messaging is commonly used across three fundamental communication scenarios:

• Transactional messaging for order confirmations, delivery updates, appointment reminders, and service notifications

• Promotional messaging for offers, product updates, and marketing campaigns that benefit from rich media and branding

• Customer support messaging for two-way conversations, service inquiries, and follow-ups inside the Viber app

Viber Business Messages Vs. Personal Viber Chats

You’ll see Viber business messages in the same app as personal chats, but they are not the same thing. Business messages are built for scale, consistency, and brand visibility, while personal chats are private, one-to-one conversations between individuals.

With Viber business messaging:

• Messages come from an official business sender rather than a personal phone number

• Outbound communication uses approved message templates

• Delivery supports high volumes and automation through APIs

• Conversations follow platform rules that protect users from spam and misuse

These differences make it possible for you to communicate professionally and at scale, while still preserving user trust inside the Viber app.

Sender IDs, Brand Profiles, and Verified Business Messaging

Trust is central to how customers respond to messages, and Viber messaging for business is designed to make that trust visible at first glance. When you send messages through Viber as a business, your identity is clearly presented, so recipients know exactly who is contacting them.

With Viber business messaging, you can:

• Use branded sender IDs that display your business name instead of a random number

• Show business profile details directly within the chat

• Send messages through approved and verified sender identities

• Keep a clear distinction between business and personal conversations

As a result, your messages feel legitimate, recognizable, and safe to engage with, which directly impacts open rates and customer confidence.

Why Use Viber for Business Communication?

Viber has a strong regional footprint, and it’s often a top messenger in parts of Central and Eastern Europe, the Balkans, and beyond, which is exactly why it shows up on lists of “most popular messaging apps by country” as a regionally dominant platform. What makes Viber especially useful for business is the mix of visibility, speed, branding, and trust.

High Open and Read Rates in Viber-Dominant Regions

When Viber is a primary inbox for your customers, messages don’t compete with dozens of marketing emails or get lost in a noisy SMS stream. They land in an app people already check throughout the day, in the same place they talk to friends and family, which naturally increases the chance your message gets seen. 

Instead of relying on assumptions, Viber Business Messages also gives you the ability to measure what actually happened. You can access detailed reporting that includes open and click rates and adjust your strategy based on real performance, not guesswork.

Here’s a simple way to think about it:

• You are meeting customers in a channel they already use frequently

• Your brand identity is visible inside the chat (more on that below)

• You can optimize using engagement signals like opens and clicks 

Real-Time Message Delivery

Some channels are fine for “eventually.” Customer communication usually is not. Viber Business Messages is designed for real-time outreach for updates, notifications, promotions, and support. That matters for time-sensitive moments like delivery windows, appointment reminders, payment confirmations, service disruptions, and account alerts.

The practical advantage is momentum. When a message arrives quickly, customers can act while the context is still fresh. That is the difference between “Your courier is arriving in 10 minutes,” and that same message arriving after the courier already left. 

Viber also supports two-way conversations, so real-time delivery is not only about sending alerts. Plus, it allows for fast resolution when customers reply and want help right there in the thread. 

Branded and Rich Media Messaging

Viber is built for rich, brand-forward communication. You are not limited to plain text. You can use branded content to make the message immediately recognizable, and you can support more engaging formats when you need to show, not just tell.

Capabilities include:

• Promotional messages that look like brand communication, not anonymous outreach

• Customer support flows that stay inside the chat thread

• Updates and notifications that are easier to understand at a glance

And because Viber provides analytics that can include open and click rates, you can learn which creative formats and calls to action actually drive engagement. 

Cost Efficiency for High-Volume Traffic

When you’re sending messages at scale, cost predictability becomes just as important as engagement. Viber business messaging is ideal for high-volume communication because pricing is typically structured in a clear, message-based model, making it easier to forecast spend and plan campaigns without unexpected fluctuations.

For businesses running large volumes of transactional messages, alerts, or marketing notifications, this consistency helps control costs while maintaining visibility and interaction. By using Viber for the messages that benefit most from branding and engagement, and routing other traffic through alternative channels when needed, companies can balance performance and budget without compromising the customer experience. 

End-to-End Encryption and Trusted Sender Identities

Security and trust are where Viber can feel fundamentally different from “just another business messaging channel.” 

On the trust side, Viber Business Messages is tied to verified sender identities. Viber messaging partners and documentation commonly describe verified senders and the verified checkmark shown to users, which helps recipients quickly recognize that the conversation is with an authenticated business, not an impersonator.

Simply put, Viber helps you earn the “this looks real” reaction immediately, before the user reads a single word. That’s hard to replicate with SMS.

Viber Business Messaging Use Cases

Viber business messaging works best when it’s used intentionally. Below are the most common ways businesses use Viber to communicate clearly, securely, and at scale.

Marketing and Promotions

If you’re running campaigns in Viber-dominant regions, Viber is a strong channel for promotional messaging. You can send branded messages that stand out in the inbox and make it easy for customers to view an offer or take action right away.

Typical use cases include:

• Promotional campaigns and special offers

• Product launches or feature announcements

• Limited-time discounts and seasonal campaigns

Customer Support

Viber allows you to move customer support conversations into a familiar, real-time messaging environment. Customers can ask questions, respond to prompts, and continue the conversation without switching channels.

Common support scenarios include:

• Order or service inquiries

• Appointment changes or confirmations

• Follow-ups after a support interaction

Transactional Notifications

Transactional messages are where clarity and trust matter most. Viber is often used for messages that customers expect and rely on, such as confirmations and status updates.

Examples include:

• Order confirmations and delivery updates

• Appointment reminders

• Subscription or service status notifications

Authentication and Alerts

For security-related communication, Viber provides a trusted way to deliver sensitive messages. Branded sender identities help customers quickly recognize legitimate alerts.

Common use cases include:

• One-time passwords and verification messages

• Login or account activity alerts

• Password change confirmations

Re-Engagement and Retention

Viber is also effective for reconnecting with users who have gone quiet. Because messages appear in an active, frequently used app, they are more likely to be seen and acted on.

Typical re-engagement scenarios include:

• Renewal or subscription reminders

• Inactive user follow-ups

Viber for Business Messaging With Dexatel

If you’re planning to use Viber for Business, Dexatel is the best way to go. Whether you’re sending Viber marketing messages, transactional updates, or authentication alerts, everything is built to work together seamlessly.

• Unified omnichannel messaging platform: Manage Viber alongside SMS and other messaging channels from one place, so conversations stay consistent and easier to control as you scale.

• API-driven Viber messaging and OTP delivery: Send Viber marketing messages, notifications, and one-time passwords through flexible APIs that integrate smoothly with your existing systems and workflows.

• Branded sender setup and approval support: Dexatel supports the sender registration and approval process, helping you set up branded Viber senders that customers can easily recognize and trust.

• Delivery tracking, analytics, and reporting: Message tracking and performance with clear reporting give you insight into how Viber marketing messages are received and engaged with.

• Intelligent fallback to SMS or other channels: When Viber is unavailable, messages automatically fall back to SMS or other channels, guaranteeing reliable delivery without interrupting the customer experience.

Getting Started With Viber for Business Via Dexatel

Getting started with Viber for Business is a breeze when everything is set up in one place. You can move from setup to live messaging without unnecessary complexity.

1. Create Your Dexatel Account

Start by creating your Dexatel account to access Viber messaging and manage it alongside your other communication channels.

2. Register and Approve Your Viber Sender

Submit your Viber sender details for approval. This step ensures your messages are sent from a branded, trusted business identity that customers can easily recognize.

3. Set Up Message Templates and APIs

Once approved, you can configure message templates and connect Dexatel’s APIs to your systems. This makes it easy to send marketing messages, notifications, or OTPs at scale.

4. Launch Your First Viber Campaign

With everything in place, launch your first Viber campaign and monitor delivery and performance as messages go out in real time.

Best Practices for Viber Business Messaging

If you approach Viber messaging for business with the user experience in mind, engagement and trust tend to follow.

Keep Your Messages Clear

When a message lands in someone’s inbox, clarity decides whether it gets read or ignored. Make it immediately obvious who you are, why you’re messaging, and what the recipient should do next. Avoid long introductions or vague language that forces the reader to work to understand the purpose.

A good rule of thumb is to lead with context, then move to action. If the message is informational, say so. If it requires a response, make that clear. Clear messages reduce confusion and prevent unnecessary follow-up questions.

Use Branding to Build Trust

Branding is not just about visuals, it’s about recognition. When customers consistently see your business name and identity in Viber, they learn to trust the channel and your messages. This is especially important for transactional and security-related communication.

Use the same sender name, tone, and visual style across your messages. Over time, this consistency helps customers quickly identify legitimate communication and feel more confident engaging with it.

Respect Frequency and Quiet Hours

Just because Viber messages are highly visible doesn’t mean you should send them often. Over-messaging can quickly lead to frustration or disengagement, even in channels with strong open rates.

Be mindful of timing and frequency. Send messages when they’re relevant and expected, and respect local quiet hours. Thoughtful timing shows consideration for the user and helps keep your messages welcome rather than intrusive.

Segment Users by Behavior or Use Case

Not every customer should receive the same message. Segmenting your audience allows you to send more relevant communication based on behavior, preferences, or the type of interaction.

For example, marketing messages, transactional updates, and support conversations all serve different purposes and should be treated differently. When messages align with user intent, they feel more helpful and less like noise.

Monitor Message Performance

Once your Viber messages are live, pay attention to how they perform. Look beyond basic delivery and focus on engagement signals such as opens, responses, or follow-up actions.

Use these insights to refine your messaging over time. Small adjustments to wording, timing, or structure can make a noticeable difference in how customers respond, and ongoing optimization helps you get more value from the channel.

To Conclude

Viber stands out as a high-trust, high-engagement messaging channel, especially in regions where it’s already part of everyday communication. With branded sender identities, strong visibility, and real-time delivery, it allows businesses to connect with customers in a way that feels familiar, secure, and easy to engage with.

As part of a modern omnichannel communication strategy, Viber helps bridge the gap between reach and relevance. With Dexatel, businesses can incorporate Viber business messaging smoothly alongside other channels, making it easier to manage conversations, maintain consistency, and scale communication as needs grow.