Chat App Message Service is a unified messaging engine that sends OTPs, notifications, and marketing campaigns across WhatsApp, Messenger, Instagram, Viber, SMS, and email through a single API.
A built-in visual editor lets you design multi-turn conversational workflows with natural language or drag-and-drop—no coding required.
About Chat App Message Service
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Scan the QR code with WhatsApp to try the demo
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Before you begin
Recommended reading:
Why choose Chat App Message Service
Reaching a global audience traditionally requires separate integrations with WhatsApp, SMS, email, and other channels—expensive to build, complex to maintain, and prone to delivery failures from carrier restrictions.
Chat App Message Service addresses these challenges:
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Unified API for fast integration
One API connects WhatsApp, Viber, Messenger, and Instagram—cutting integration time from weeks to hours.
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High deliverability & two-way conversations
Messages travel over internet channels, bypassing SMS filters. Users reply directly for real-time engagement that improves service efficiency and conversions.
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Rich messaging formats
Send images, videos, documents, and interactive messages with buttons or lists—ideal for OTPs, shipping notifications, and campaigns.
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Officially certified & compliant
Alibaba Cloud is a Meta Business Solution Provider (BSP) and official Viber partner. We handle onboarding—business verification and template approvals—while ensuring GDPR and CCPA compliance.
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Intelligent engagement tools
Build multi-turn conversations with Chat Flow, a no-code visual editor. Deploy AI-powered service bots for 24/7 support in minutes.
Feature support
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Viber |
SMS |
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Messenger |
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Text messages |
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Image messages |
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Video messages |
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File messages |
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Button |
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List |
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Message templates |
(Requires pre-approval from Meta) |
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Bulk messaging |
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Session window |
24 hours |
24 hours |
N/A |
N/A |
24 hours |
24 hours |
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Message receipts |
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Use cases
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Cross-border e-commerce
Send order confirmations, shipping reminders, and promotions to drive loyalty and repeat purchases.
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User authentication
Deliver OTPs with higher reliability than traditional SMS.
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Customer service
Auto-respond to common questions and create support tickets to reduce manual workload.
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Global operations
Engage a global audience with multi-language templates.
For detailed use cases in typical industries, refer to Use cases.
How it works
Chat App Message Service receives requests through a unified API gateway and uses channel adapters to convert each request into the native protocol of the target channel (WhatsApp, Viber, etc.). A built-in message queue handles asynchronous processing with retry-on-failure for high throughput. Webhooks push real-time status updates (sent, delivered, read) to your business system.
Core capabilities
Connect and send
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Official BSP: Officially recognized BSP for Meta and Viber, ensuring stable, compliant channel access.
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Rich content: Supports text, image, voice, video, file, button, and list message types.
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Message template management: Create, submit, and manage template lifecycles across all channels.
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Message status tracking: Track message status (sent, delivered, read) in real time through webhooks.
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Message sending modes: Send to individuals or groups with instant or scheduled delivery.
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Unified API: Industry-standard API for sending messages and integrating with CRM, ERP, and order management systems.
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Automated workflow: Orchestrate complex messaging workflows with Chat Flow, a visual editor.
Operate and manage
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Chat Flow: Design and deploy multi-turn AI conversations and automate high-frequency business processes.
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AI assistant building: Build AI assistants using natural language generation in Chat Flow.
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Audience management: Import, group, and build user profiles from interaction data.
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Unified multi-channel management: Manage WhatsApp, Viber, and other channels from one console.
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Message status tracking: Webhooks deliver template approval and message status updates (sent, delivered, read).
Message sending process
To send a message:
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Create a channel and connect to your business account.
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Use the template manager to design and create a message template. WhatsApp templates require pre-approval from Meta.
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Call the unified multi-channel API to send a message request.
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The API gateway handles identity authentication, request validation, and traffic control.
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The channel adapter converts the standardized message request into the native protocol format for each channel.
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The Message Queue processes sending requests asynchronously. This enables traffic shaping, ensures high availability, and includes a built-in retry mechanism.
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The service receives and processes message status updates from each channel, then pushes the final status to your business system as a message receipt through a webhook.
Going live
Data security
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Data storage: Message content is encrypted in transit and at rest, retained for 30 days by default for troubleshooting. Personal information (e.g., phone numbers) is protected under GDPR and CCPA.
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Data residency: Data is stored in dedicated Alibaba Cloud data centers.