Types of Viber Business messages

Transactional message

A transactional message is an informational message that is used to send alerts to customers about changes or important notifications.

Examples of using transactional messages: appointment notifications, booking confirmations, order shipment notifications, feedback from your customers, etc.

Transactional messages are two-way. Two-way transactional messages allow customers to respond to your message and take further action.

Transactional messages may contain:

• Text only

Transactional message with registered template

In Russia, Belarus, and Ukraine, any transactional (informative) messages you send to the end users must use registered templates approved by Viber. The templates must follow a predefined message structure and follow Viber guidelines.For more information, please visit Viber regulations page

Transaction messages with a registered template must contain:

• Message template (only in Russia, Belarus and Ukraine)

Promotional message

A promotional message is used to advertise products, services, events or brands to attract the attention of potential customers and support their purchasing decisions. It is a deliberate and targeted communication tool within a marketing strategy that seeks to inform, persuade and motivate customers to take a specific action, such as buying a product, using a service, attending an event or obtaining further information.

A promotional message usually focuses on presenting the benefits, value, uniqueness or special offers of the products or services offered. It may contain various elements such as text, images, sound effects, videos or interactive elements to attract attention and convey important information. The aim is to generate interest, create a compelling impression, build brand awareness and ultimately generate sales and foster long-term customer relationships.

Like transactional messages, promotional messages are two-way. Two-way promotional messages allow customers to respond to your message and take further action.

Promotional messages may contain one of the following options:

• Text only
• Image only
• Video only
• File only
• Text + button
• Text + image
• Text + video
• Text + image + button
• Text + video + button

Session

Session is a two-way interaction with a customer within a 24-hour time frame that allows you to send and receive messages in one chat, and be billed per conversation instead of per message delivered.

Session Definitions and Configurations:

• A session will only be opened if the user initiates a conversation with your service and there is no active session already.
• Once a user sends a message to your business, a 24-hour window will be opened in which you can reply with a session type message (text only, image only or file only). These messages will be billed as a single session and not individually per message.
• When you reply to the user with a session type message, during the 24 hours’ time frame, a session ID will be produced and specified in each response to the following messages within this session.
• Session limitations:
  • A single session is limited to 60 messages sent to the user.
  • Upon reaching the 60 message limit, the session will end.
  • A new session will begin if the user responds; this will trigger a new session ID after you respond.
• Consecutive message limitation:
  • You can send up to 5 consecutive session type messages without a user response.
  • The 6th session type message will result in an error and won’t be sent.
  • You will be able to send the next session type messages within the same session only if the user responds again within the session time frame.

Session may contain one of the following options:

• Text only
• Image only
• File only

Session billing:

1. You will be billed per session (all session type messages that fall under the same session ID) and not per delivered individual message.
2. Each session ID will be billed according to the predetermined destination country rates.
3. All other message types can still be used within a session, however, they will be billed separately according to the regular rate upon delivery. Only session type messages will be included in the session calculated rate.
4. If you initiate the chat using a session type message without the user interacting with you first during the last 24 hours, you will be billed with an “out of session” rate for every delivered message (“out of session” message is billed as a promotional message). Once the user responds, a new session will begin and you will be billed according to session rates.

Specification of types of content