Table of Contents
Viber Overview
Updated
by Wai Ting Yong
Viber is a cross-platform instant messaging and voice-over IP application operated by the Japanese multinational company Rakuten. As of December 2018, it has over a billion users, with its popularity stemming mainly from Europe and Asia.
Learn how to connect your Viber chatbot to respond.io here. Once connected, this Viber chatbot integration lets you respond to messages directly from our platform.
Pricing
Based on the new Bot Commercial Model, chatbots created on February 5th, 2024 onwards will be charged a monthly maintenance fee of EUR 100 per bot (or as otherwise may be agreed in writing with Viber via a signed addendum) plus charges for every chatbot-initiated message delivered.
Chatbots created prior to February 5th, 2024 will still operate based on the previous Commercial Model that charges businesses when sending chatbot-initiated messages beyond the free limit (until further notice by Viber).
Understanding Messaging on Viber
There are 3 categories of messages on Viber:
Welcome message
Chatbots can send one welcome message to a user as soon as they open the conversation before the user subscribes. This message can be used to introduce your chatbot and encourage the user to subscribe to the chatbot. Welcome messages are free.
Chatbot-session messages
Viber requires Contacts to send your business the first message to start a conversation.
A session starts once the Contact sends your business the first message and lasts for 24 hours. All messages sent within the 24-hour session window are known as chatbot-session messages and are free.
After the 24-hour session window closes, you can open a new session with chatbot-Initiated messages to continue the conversation with the Contact.
Chatbot-initiated messages
A chatbot-initiated message is an outbound message sent by the chatbot owner (business) to the Contact without an active session between them.
A session starts when the Contact replies to a chatbot-initiated message and lasts for 24 hours. All messages sent within the 24-hour session window are free.
After the 24-hour session window closes, you can start a new chatbot-Initiated message session if you want to continue the conversation with the Contact. Otherwise, you can wait for the Contact to send you a new message to initiate a chatbot-session message.
Understanding Viber's Bot Commercial Models
Commercial Bot Model from February 5th, 2024 onwards
Monthly charges
Chatbot owners will be charged a monthly maintenance fee of EUR 100 per bot as well as for every chatbot-initiated message delivered. Refer to the message rates here.
Charges will not be applied to the following messages:
- the welcome message.
- messages exchanged during an active session.
The 10,000 free chatbot-initiated messages per month is NOT applicable to this model.
Commercial Bot Model prior to February 5th, 2024
Monthly free limit
You can send up to 10,000 free chatbot-initiated messages per month.
Beyond the monthly free limit
Once you've exceeded the monthly free limit of 10,000 chatbot-initiated messages, you will see a red exclamation mark next to the undelivered message along with an error message on the platform.
To send more than 10,000 chatbot-initiated messages in a month, your business will need to agree to the Viber Chatbot Commercial Terms and pay per message.
Under the terms, your business must pay a deposit and messaging charges will be deducted from that. The cost per message varies by destination country.
Tip: To reduce charges, consider setting up methods to capture customer conversations.
Capturing Conversation
There are a couple of ways to encourage customers to initiate a chat:
- Chat links: This is a deep link with the URI of your chatbot that you can add to your website or in newsletters. When customers click on the link, they will be directed to start a chat with your Viber chatbot.
- QR codes: A QR code can be placed in physical locations, such as hotels, restaurants or malls. When customers scan the code, they will be directed to start a chat with your Viber chatbot.
- Chat widget: A Viber widget can be added to your website to direct customers to start a chat with your Viber chatbot.
Channel Capabilities
These are the capabilities of Viber:
Supported File Types
The file types supported by Viber and the maximum file size for each type are as follows:
- Image (1 MB)
- Audio (50 MB)
- Video (26 MB)
- File (50 MB)
Message Status Availability
The table outlines the availability of message statuses in Viber.
Message Status | Availability |
Sent | ✅ |
Delivered | ✅ |
Read | ✅ |
Failed | ✅ |
Text Formatting
You can use text or markdown formatting in your messages. Learn more on how to format your text here.
Messaging Window
When a Contact sends a message to your Viber chatbot, a 24-hour session window starts. All messages sent within the 24-hour session window are referred to as chatbot-session messages and are free.
After the 24-hour session window ends, you can start a new chatbot-Initiated message session to continue the conversation with the Contact.
To understand further on how a session works, click here.
Broadcasts
Viber has no restrictions on broadcast message content.
For chatbots created after February 5th, 2024:
- The charges for chatbot-initiated messages will apply to broadcast messages. Refer to the rates here.
For chatbots created prior to February 5th, 2024:
- The monthly free limit of 10,000 chatbot-initiated messages will apply to broadcast messages.
- Broadcast messages exceeding the 10,000 limit will fail to be sent.
- To send messages above the limit, the business will need to agree to the Viber Chatbot Commercial Terms and pay per message.
Rate Limits
A rate limit is the number of API calls an app or user can make within a given time period defined by the channel. Learn more about the rate limits for this channel here.
FAQ and Troubleshooting
Can I start a conversation with a Viber Contact?
Viber rules say users must message you first before you can message them back. Learn how to encourage users to initiate a chat here.
How much does a Viber chatbot cost?
For chatbots created on February 5th, 2024 onwards, charges will apply for every chatbot-initiated message delivered plus a monthly fee of EUR 100.
For chatbots created prior to February 5th, 2024, charges will apply if you want to send more than 10,000 chatbot-initiated messages in a month.
Learn more about Viber’s Bot Commercial Models here.
Alternative/workaround to the 'Get Started' button
Use respond.io's Pre-Filled Text feature to populate the message box with a default message when Contacts open a chat window with your business.
This saves Contacts' time from needing to think about what to write and click send, encouraging Contacts to send the first message.
Here's how to add pre-filled text to your Viber link and QR codes.
- On the respond.io platform, click Settings > Growth Widgets > + Add Widget.
- Select QR Code > click Create Widget.
- Select Viber as the QR code type > Select the connected Viber channel for which you want to create the QR code > Add pre-filled text that will automatically appear in the message field when the QR code is scanned.
- Click Generate Widget button to create your QR code with the pre-filled text.
- Click Download and select the size of the QR code you want to save or follow the instructions here to get your Viber chat link.
- When Contacts scan your QR code or click your Viber link, they should automatically have the pre-filled text in the message box.
How do I change my Viber Chatbot profile photo?
- On your Viber app, go to Settings > Bots > Select your Viber chatbot.
- Tap Edit info > Tap the existing profile photo.
- Select the location of the photo > Select the photo > Click Done to upload your new profile photo.
- Click Done to save the changes.
How do I edit the About section for my Viber Chatbot?
- On your Viber app, go to Settings > Bots > Select your Viber chatbot.
- Click Edit info > Edit the details.
- Click Done to save the changes.
