Frequently Asked Questions

Viber Business Messages

Read or search for answers to the most frequently asked questions below.

About Viber Business Messages
What is Viber?

Viber is a calling and messaging app that connects people – no matter who they are or where they’re from.

With a free and secure connection, over 1 billion users worldwide communicate with their loved ones through high-quality audio and video calls, messaging, and much more.

All Viber calls and chats are protected by built-in end-to-end encryption, so you can be sure that your conversations are always secure with Viber.

What is Viber Business Messages?

Viber Business Messages is a service, developed to help enterprises interact with their end-users via a channel native to their audience – Viber. As Rakuten Viber’s official partner, GMS helps brands set up and use this channel to become more recognized with their audience via rich content.

What is a Viber business account?

A Viber business account is a verified account that allows the brand to be more recognized by communicating via an official channel. It includes:

  • Viber service name – Viber users receive messages identified by the brand name chosen by the client (e.g. METRO, EVA, etc)
  • Viber ID – a unique code that Viber assigns for every new service, enabling businesses to send messages
  • Logo (a branded image that users see when receiving messages from the enterprise)
  • Business’ info (also called ‘Chat screen information’) – contact information, address, business activity profile, etc.)
What types of Viber Business Messages can I send?

There are 2 types of messages available:

  • Transactional: messages containing information on balance updates, delivery status, or other non-promotional information; a transactional message’s goal is to deliver valuable information to the user, avoiding any form of advertising. These messages should include plain text or hyperlinks (also added as plain text).
  • Promotional: messages intended to promote new products and inform customers about discounts or special offers. In other words – messages that motivate customers to make a purchase. Such messages may contain emojis, as well as an image and/or a button.
What happens if a Viber Business Message is not delivered?

GMS offers a fallback option for your messaging campaigns: you can set up preferred backup channels and their hierarchy (see the example below) to create a complex messaging chain solution.

What happens if a Viber Business Message is not delivered

What if I do not have a messaging platform/software to send out Viber campaigns?

We’ve got you covered. You will receive a unique login and password to access GMS’ interface, where all the necessary information, statistics, and tools are available.

Where do I find information or manuals on Viber Business Messages technical integration?

After our manager gets back to you, he provides all the information and instructions necessary for Viber Business Messages integration.

Is it possible to change logos, service name, etc after service name and ID was assigned?

Yes! You can change the logo, account information, service name, integration type (1-way or 2-way).*

* Please note that Rakuten Viber carefully monitors such changes.

If the brand`s logo, name, etc. does not correspond with the declared business activity profile, Rakuten Viber may decline the changes.

Where can I find all the necessary information to set up a Viber Business Account?

No worries 😊

We will guide you through the whole process and will let you know what data or documents are needed.

How do I suspend/cancel my Business Account?

Simply send the request to GMS, stating when would you like Business Account deactivated. You can find more details on the mechanism in the “Commercial Aspects” section

Is it possible to choose a start date when setting up a Business Account?

Yes. After the Brand has sent all necessary information to GMS, it can specify the date when the Viber ID will be activated and become available for sending out campaigns.

 

What do I need to start using Viber Business Messages?

Rakuten Viber approves all new business accounts before assigning unique Viber IDs. Just contact GMS, and we will help you gather and send out all the information necessary. Once the brand has received a service name, they can start sending out Viber Business Messages.

What are the differences between Viber and other channels?

Viber differs from other channels in many technical aspects; please refer to the comparison below:

What are the differences between Viber and other channels

What countries can I send messages Viber Business Messages to?

Viber Business Messages can be delivered to the countries below. If you have additional questions, please contact GMS account manager.

Europe

Albania, Andorra, Austria, Belarus, Belgium, Bosnia and Herzegovina, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, The Former Yugoslav Republic of Macedonia, Malta, Moldova, Monaco, Montenegro, Netherlands, Norway, Poland, Portugal, Romania, Russia, Serbia, Slovak Republic, Slovenia, Spain, Sweden, Switzerland, Ukraine, United Kingdom of Great Britain and Northern Ireland

Asia

Afghanistan, Republic Armenia, Azerbaijan, Bangladesh, Bahrain, Bhutan, Brunei Darussalam, Cambodia, China, Georgia, Hong Kong China, India, Indonesia, Iraq, Israel, Japan, Jordan, Kazakhstan, Kuwait, Kyrgyz Republic, Laos, Lebanon, Malaysia, Maldives, Mongolia, Myanmar, Nepal, Oman, Pakistan, Philippines, Qatar Reunion, Saudi Arabia, Singapore, South Korea, Sri Lanka, Taiwan, Tajikistan, Thailand, Turkey, Turkmenistan, United Arab Emirates, Uzbekistan, Vietnam, Yemen

Africa

Algeria, Angola, Benin, Botswana, Burkina Faso, Burundi, Cameroon, Cape Verde, Chad, Central African Republic, Comoros, Congo, Democratic Republic of Congo, Djibouti, Egypt, Equatorial Guinea, Eritrea, Ethiopia, Gabon, Gambia, Ghana, Guinea, Guinea Bissau, Kenya, Lesotho, Liberia, Libya, Madagascar, Malawi, Mali, Mauritania, Mauritius, Morocco, Mozambique, Namibia, Niger, Nigeria, Rwanda, Sao Tome and Principe, Senegal, Seychelles, Sierra Leone, South Africa, Sudan, Swaziland, Tanzania, Togo, Tunisia, Uganda, Zambia, Zimbabwe

North America

Anguilla, Aruba, Antigua and Barbuda, Bahamas, Barbados, Belize, Bermuda, British Virgin Islands, Canada, Cayman Islands, Costa Rica, Dominica, Dominican Republic, El Salvador, Grenada, Guadalupe, Guatemala, Haiti, Honduras, Jamaica, Mexico, Nicaragua, Panama, Puerto Rico, Saint Kitts and Nevis, Saint Lucia, Saint Pierre and Miquelon, Saint Vincent and the Grenadines, Trinidad and Tobago, United States of America, US Virgin Islands

South America

Argentine, Bolivia, Brazil, Chile, Colombia, Ecuador, French Guinea, Guyana, Paraguay, Peru, Suriname, Uruguay, Venezuela

Australia and Oceania

American Samoa, Australia, Cook Islands, Fiji, French Polynesia, Micronesia, Nauru, New Caledonia, New Zealand, Niue, Palau, Papua New Guinea, Solomon Islands, Tonga, Vanuatu

Viber Business Messages Functionality
How do I know that my message was delivered?

All GMS clients have access to delivery reports (DR)Viber provides information on the exact time and date when the message was sent, delivered to, and read by the intended users. This way, you can see when the message was delivered and whether it was delivered at all.

What devices support Viber and are capable of receiving Viber Business Messages?

Users with Android devices (version 5.4 and higher) and iOS devices (version 5.3 and higher) can receive Viber messages.

What is TTL?

TTL (time to live) – a value interval (in seconds) that specifies how long Viber should try to deliver the message.

TTL value ranges from 30 to 1209600 seconds (14 days). If no TTL value is set, Viber will try to deliver the message for up to 14 days. You may choose preferred TTL by yourself. Messages delivered after TTL has expired, won`t be charged

Can I import my contact list when creating a campaign?

Yes, you can import your contact list in bulk.

What protocols can be used for Viber Business Messaging integration?

The protocols available include:

  • JSON (preferable, allows the use of all available Viber API functionality)
  • HTTP(s)/XML
  • SMPP
  • SMTP
  • Web
Can I integrate VBM with my CRM system?

Yes! However, considering a vast variety of CRM systems out there, please contact your GMS manager for more details.

Restrictions, Limitations and Requirements
What types of content can be sent via Viber Business Messages?

Here are the available options and limitations.

Viber Business Messages can include a button and an image in addition to text. Not all button/text/image combinations are allowed.

Viber Business Messages CAN include:

  • image only
  • text only
  • text+image+button
  • text+button

Viber Business Messages CANNOT include:

  • text+image
  • image+button

Viber Business Messages DON’T support:

  • PDF
  • GIFs
  • Video
  • Audio
  • Other attachments

Character limits:

  • Text: 1000 symbols/UTF-8 characters
  • Button inscription – 30 characters
  • Viber service name – max. of 30-35 symbols

Image:

Viber supports the following image formats: JPG/JPEG/PNG. It is recommended to use 400×400 images in JPG format for the best quality.

Logos:

Brand logos are displayed in the left upper corner of the screen when the user scrolls through messages. Business account logo formats available:

  • 50×50, PNG
  • 60×60, PNG
  • 100×100, PNG
  • 130×130, PNG
  • 360×280, PNG
What are the restrictions in Viber Business Messages?

Brands should be aware of the following restrictions:

Message content

Below is a list of industries that will not be accepted for Business Messages and will be rejected by Rakuten Viber operations team, without limitation to other types of industries:

  • Political parties or organizations with a political nature
  • Gambling and Trade – online and offline casino businesses, bidding, lottery, bitcoin, binary options and forex companies
  • Credit/loan services and pawn shops unless these services are offered by a registered financial institution such as banks and services that are endorsed by banks
  • Content with sexual nature and any other adult content
  • Tobacco related services
  • Alcohol related services
  • Businesses that are involved in weapons and drug trade
  • Open portals/blogs that have no control over the published content, for example
  • Internet websites that allow its users to create content and share it
  • Religious services including churches, temples, mosques etc
  • Online spiritual services such as tarot cards readings, astrological mapping, etc
  • Companies that we consider as Viber’s competitors

Please also note that sending out any content or information that violates the laws of the user’s country of residence is forbidden. Rakuten Viber may further revise and update the content restrictions.

Russian market

It is mandatory to pre-approve transactional message templates for the Russian market. All messages which were not preliminarily approved with Rakuten Viber will be automatically charged as promotional regardless of the content.

Promoting other messaging channels

According to Viber Guidelines, it is NOT allowed to promote any other messaging channels except Viber.

Sending messages to non-opt-in users

According to Viber Guidelines, messaging users who did not provide their consent to receive information from your brand is prohibited.

Fines

Any policy/guideline breach may lead to fines and compensation for damages.

What are the requirements for Viber Business Messages?

There are 3 main requirements:

  • Rakuten Viber only allows brands to send information to opted-in users (users that provided prior consent to the receipt of such information) to prevent spam and such information shall not breach any applicable laws or Rakuten Viber policies. Messages should only be sent to the users that have agreed to receive your campaigns.
  • First message
    The very first message, sent to a new user must be a welcoming one. Example: ‘Dear user, your favorite brand welcomes you in Viber! Have a great day!’
  • Signing the Warranty Letter (WL)
    Warranty Letter is an obligatory document that should be signed when setting up a Viber Business Account. By signing the WL, the brand accepts Rakuten Viber’s terms and conditions and agrees with fines that can be applied if Rakuten Viber’s policies are violated.
Commercial aspects
How do I reactivate an ID?

To reactivate the ID you should send the ID reactivation request. Such a request can be sent any time you need it. Once the ID is activated, you have to pay the MMC for the whole month.

 

What happens if the brand wants to stop sending out Viber campaigns temporally?

There are 2 options available:

Option 1.

You send GMS the Service ID deactivation request. Such a request should be sent before the billing date. This way, you avoid the MMC payment for the given ID.

Example: You would like to have an ID deactivated starting July. Therefore, the request should be sent no later than June 29. If the request is sent on July 1 or later, the ID will be deactivated only next month – in August. In such a case, the MMC fee for July will be applied.

 

Option 2.

You leave the ID active and do not send the request at all. In this case, you will pay the MMC for this ID.

Please note: Viber allows for up to 3 ID deactivations per year. After 4th deactivation the ID automatically becomes inactive and can`t be activated till the end of the current year.

How much do I pay for using Viber Business Messages?

The price for the messages sent depends on:

  • destination: the country brand sends messages to
  • traffic type: transactional or promotional

Usually, GMS clients have to pay a Minimal Monthly Commitment (MMC). MMC is a minimum guaranteed payment that GMS pays Viber per each active Service name. Every country has a different MMC set up. However, if the number of messages the client has sent in respective settlement period exceeds the estimated volumes set up in MMC conditions, he will be only charged for the actual number of messages delivered, without the MMC fee applied.

#price #pricing

The advantages of Viber Business Messages
Why should I choose GMS over other service providers?

GMS has been Viber’s official partner since 2015 and an influential player in messaging services in messaging services both in the CIS region and worldwide. As a trusted partner, GMS is among the first to implement Viber’s most recent features and services, making them available for its Enterprise clients.

Why should I сhoose Viber as a customer communication channel?

There are 2 main advantages.

  • Visually rich content.
    Viber Business Messages may include combinations of text, hyperlinks, button, and image to deliver visually rich content.
  • Conversion rate.
    Due to Viber’s popularity both in Ukraine and worldwide, it’s credibility and security, Viber Business Messages campaigns show high conversion rates, delivering great results.

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