Viber is a messaging app with hundreds of millions of users, especially strong in Eastern Europe, the Balkans, the Philippines, and parts of the Middle East. Viber Business Messages let verified businesses send transactional and promotional content to opted-in users, while Viber Bots handle two-way conversations. Connecting Viber to WellPlan routes inbound messages into the unified inbox, lets teams reply two-way, triggers automated workflows on incoming messages, and syncs each subscriber as a contact in the CRM. Viber sits alongside WhatsApp, SMS, and other channels in one timeline.
Features
Common use cases
Send transactional alerts in CEE markets
A logistics provider serving Romania and Bulgaria sends delivery notifications through Viber Business Messages. Customers who reply with questions land in WellPlan's inbox, where dispatchers handle the conversation and update the contact's order status.
Promote retail offers to opted-in subscribers
A regional supermarket chain runs a Viber Bot for loyalty members. Workflow triggers send weekly promotion messages to tagged segments, and members reply to claim offers, which the AI chatbot processes and logs in the CRM.
Support customers in the Philippines
A local bank uses a Viber Bot for balance inquiries and support. The bot handles routine questions through automated responses, and complex cases route to a human agent inside WellPlan's inbox with full conversation history attached.
How setup works
- 1Create a Viber Bot or Business Messages account through Rakuten Viber's business portal.
- 2Verify your business and obtain the bot token or API credentials from Viber.
- 3Open WellPlan's Integrations settings, paste the credentials, and confirm the connection.
- 4Configure workflows, assign the inbox to your team, and publish the bot URI or QR code so users can subscribe.
Frequently asked questions
Who can send Viber Business Messages?+
Viber Business Messages require approval from Rakuten Viber and are typically reserved for verified brands. Smaller businesses often start with a Viber Bot, which is more accessible and supports two-way conversations with users who initiate contact.
Do users need to opt in?+
Yes. Users must either start a conversation with your bot or explicitly opt in to receive Business Messages. Spam and unsolicited promotional content violate Viber's policies and can result in your account being suspended.
Which countries use Viber the most?+
Viber is particularly popular in Eastern European countries such as Bulgaria, Serbia, and Ukraine, in the Philippines and other parts of Southeast Asia, and across the Greek and Middle Eastern diasporas. It's also widely used in Russia and Belarus.
Can I send rich media through Viber?+
Yes. Viber supports text, images, videos, files, stickers, and rich button-based templates called Rich Media or Carousels. WellPlan workflows can trigger these message types based on contact tags, pipeline stage, or custom events.