Frequently asked questions about Viber channel setup, message types, supported countries, and template management.
What types of messages does Viber support?
Viber supports rich media messages, including text, images, videos, and files. The types of Viber Business Messages include transactional messages, promotional messages, and conversational messages. For more information about message types, see Types of Viber Business Messages.
How do I prepare for sending Viber Business Messages?
Create a Viber channel, apply for a Viber service account, submit the required application information, and wait for approval. After approval, you receive a service ID. Associate the service ID with your channel to start sending Viber Business Messages.
Where can I send Viber Business Messages to?
Viber has more than 1 billion active users and approximately 260 million monthly active users across 190+ countries and regions, supporting 60+ languages. Its user base is concentrated in Eastern Europe, the Middle East, and Southeast Asia, with significant presence in North Africa, South Asia, and Latin America.
Messages sent to certain countries in Eastern Europe require prior approval from Viber before delivery.
Can I edit a Viber message template after it is created?
You can edit or delete a Viber message template after it is created. However, once submitted for review, the template can no longer be edited. If the review is rejected or you want to modify an approved template, you must create a new template.
How long does template review take?
Review duration depends on factors such as template content, language, submission volume, and whether manual review is required. It generally ranges from a few hours to several business days. Allow 1 to 3 business days. For the exact review duration, refer to Viber's official policy.
What should I do if template review fails?
A template that fails review cannot be edited. You must create a new template and submit it for review again.
What are the common use cases for transactional templates?
Transactional templates support sending various notifications and updates. The following are some of the most common use cases:
Date reminders (upcoming appointments, reservations, and travel arrangements)
Order and reservation confirmations, and receipt delivery
Shipping notifications (shipped, delivered)
Password management (expired, changed)
Completed transaction records
Service reminders (for example, upcoming downtime)
Subscription renewal payment reminders
What are the rules for creating templates?
To ensure your template passes review, follow these rules:
Basic rules:
Template content must not exceed 875 characters.
Templates must start and end with text. They cannot start or end with a variable.
Two consecutive variables are not allowed. Text must separate consecutive variables.
Each template supports up to 5 variables.
Variable names can only contain English characters and must not exceed 50 characters.
When sending a message, the value of each variable must not exceed 25 characters.
Template type rules:
Transactional templates (such as order notifications and logistics updates): Must not contain marketing content, promotional information, or links that prompt users to click.
Authentication templates (OTP): Must contain the
pinvariable, which is used to display the verification code.
Variable usage:
Variable values cannot contain URLs or links.
Use meaningful variable names for easier maintenance.