Viber is a cross-platform instant messaging and voice-over-IP application operated by the Japanese multinational company Rakuten, with over a billion users concentrated mainly in Europe and Asia. This overview explains how Viber works on respond.io — message types, session windows, chatbot pricing, ways to capture conversations, and Channel capabilities such as supported file types and rate limits.
Learn how to connect your Viber chatbot to respond.io. Once connected, respond to Viber messages directly from respond.io.
Pricing
Based on the new Bot Commercial Model, chatbots created on February 5th, 2024 onwards are 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 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 introduces the chatbot and encourages the user to subscribe. Welcome messages are free.
Chatbot-session messages
Viber requires Contacts to send the business the first message to start a conversation.
A session starts once the Contact sends the 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, 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, start a new chatbot-initiated message session to continue the conversation. Otherwise, wait for the Contact to send a new message to initiate a chatbot-session message.
Understanding Viber's bot commercial models
Commercial bot model from February 5th, 2024 onwards
This model is applicable to chatbots created on February 5th, 2024 onwards.
Monthly charges:Chatbot owners are charged a monthly maintenance fee of EUR 100 per bot as well as for every chatbot-initiated message delivered.
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
This model is applicable to chatbots created before February 5th, 2024.
Monthly free limit:The monthly free limit is 10,000 chatbot-initiated messages.
Beyond the monthly free limit:Once the free limit of 10,000 chatbot-initiated messages is exceeded, a red exclamation mark appears 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, the business must agree to the Viber Chatbot Commercial Terms and pay per message.
Under the terms, the business pays a deposit and messaging charges are deducted from it. The cost per message varies by destination country.
Tip: To reduce charges, set up methods to capture customer conversations.
Capturing conversation
A couple of methods encourage customers to initiate a chat:
Chat links: a deep link with the URI of the chatbot to add to a website or newsletter. When customers click the link, they are directed to start a chat with the Viber chatbot.
QR codes: a QR code placed in physical locations, such as hotels, restaurants or malls. When customers scan the code, they are directed to start a chat with the Viber chatbot.
Chat widget: a Viber widget added to a website to direct customers to start a chat with the 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)
For any unsupported file type or file that exceeds the maximum file size sent via Viber, the file is automatically turned into a URL link on the respond.io platform.
Message status availability
The table outlines the availability of message statuses in Viber.
Message Status | Availability |
|---|---|
Sent | Yes |
Delivered | Yes |
Read | Yes |
Failed | Yes |
Text formatting
Use text or markdown formatting in messages. Learn more about how to format text in Viber.
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, start a new chatbot-initiated message session to continue the conversation with the Contact.
To understand further how a session works, see understanding messaging on Viber.
Broadcasts
Viber has no restrictions on broadcast message content.
For chatbots created after February 5th, 2024:
The charges for chatbot-initiated messages apply to broadcast messages. Refer to the chatbot-initiated message rates.
For chatbots created prior to February 5th, 2024:
The monthly free limit of 10,000 chatbot-initiated messages applies to broadcast messages.
Broadcast messages exceeding the 10,000 limit fail to be sent.
To send messages above the limit, the business must agree to the Viber Chatbot Commercial Terms and pay per message.
Learn more about how to send a simple broadcast.
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 Viber rate limits.
FAQ and troubleshooting
Can I start a conversation with a Viber Contact?
Viber rules say users must message you first before the business can message them back. Learn how to encourage users to initiate a chat.
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.
Why can’t I send outgoing messages?
This happens for two reasons.
The first is when your account is blocked by Viber. This results in the error message publicAccountBlocked from Viber API being shown when you try and send a message from the platform. If this happens to you, contact Viber Support to unblock your account.
Another reason is because you’ve exceeded the maximum free messages from the Bot.
Example:
If you're on the previous Bot Commercial Model by Viber, the Chatbot has a limit of 10,000 free chatbot-initiated messages per calendar month. When this limit is reached, Viber will block new chatbot-initiated messages until the following month.
To send more than the allocated 10,000 free messages, you will need to agree to Viber’s Chatbot Commercial Model. Reach out to Rakuten Viber's team here for any questions.
The rate applied to each chatbot-initiated message is based on the country code of the phone number with which the chatbot subscriber registered to Viber.
Learn more about the new Viber Chatbot Pricing here.
