Viber Business Messages allow you to send rich media messages, conduct two-way chats with users, and interact with users in real time. You can share promotion information, send coupons, and provide online customer support. Viber Business Messages are classified into the following types: transactional messages, promotional messages, OTP (One-Time Password) messages, and conversational messages.
The prices for sending different types of messages to different countries vary. For more information about pricing, see Pricing. ServiceIDs registered after October 1, 2024, will be subject to international rates when sending messages to destinations outside the country/region where your enterprise's headquarter is located. For more information, consult your account manager.
Transactional messages
Transactional messages can be used to send important notifications and information related to changes, such as account changes, order confirmation, logistics notifications, and customer feedback.
Transactional messages only support plain text and file formats. Rich media content such as images, videos, and audio is not supported.
Promotional messages
Promotional messages can contain rich media content, such as text, images, videos, and files, and incorporate buttons. Promotional messages can be used to send notifications about product promotions, discounts, and marketing.
Limits on the sizes of media files
Media | Type | Upper size limit |
Text | UTF-8 | 1,000 characters, including spaces and special characters. |
Document | DOC, DOCX, RTF, DOT, DOTX, ODT, ODF, FODT, TXT, INFO, PDF, XPS, PDAX, EPS, XLS, XLSX, ODS, FODS, CSV, XLSM, and XLTX | 200 MB. |
Video | MP4, M4V, MOV, and 3GP | |
Image | JPG, JPEG, PNG, GIF, and WebP | GIF: 20 MB. The recommended size for images of other types is less than 50 MB. Recommended resolution for the image: 800 × 800. Recommended resolution for the cover: 400 × 400. |
OTP (One-Time Password) messages
OTP messages are used to send verification codes to end users for identity verification. They are commonly used in scenarios such as login, registration, and payment.
When you create an OTP template, the verification code variable name must be pin. Otherwise, the template review will fail.
Session messages
Session messages are a form of two-way communication with customers, allowing businesses to send and receive messages within a single session. Billing is done on a per-session basis rather than a per-message basis.
Session definition and limitations
When a business replies to a user at an international destination, the session is billed at international rates. The session definition and limitations remain unchanged.
A session is initiated only when a user starts a conversation and there is no active session already. Once a user sends a message to the business, a 24-hour session window opens. During this window, the business can reply with session-type messages and be billed for a single session, rather than for each individual message. Within a session, messages other than plain text, plain image, and plain file messages are billed per message based on the rate of the corresponding message type.
Within the 24-hour session window, when a business replies to a user with a session-type message, a Session ID is generated. This Session ID is then assigned to every subsequent response within that same session.
Limit on sessions:
A business can send a maximum of 60 messages to a user within a single session. The session will end once this limit is reached.
If the user responds to the last message, a new session will begin, and a new Session ID will be generated.
Limit on consecutive messages:
A business can send a maximum of 10 consecutive session-type messages without a reply from the user.
If a user has not replied after 10 consecutive messages, the 11th session-type message will return an error and not be sent. The business can only resume sending session-type messages in the same session after the user replies within the session window.