August 17, 2023

Viber templates

This article describes how to create, update, and manage Viber templates. Each Viber template includes a preview option to verify its appearance before dispatch. Detailed information about this feature is available here.

Things to know before starting

Access to the Viber channel is restricted to subscribers on the Pro or Enterprise plan.
The initial Viber message in any communication sequence must be transactional.
Templates support contact variables (e.g., {{firstName}}), global variables, and emojis.
The full list of available system variables is available here.
Important! A verified domain must be added to the account before templates can be created or managed.
Template management access depends on the specific user role assigned to the account. Details are available here.
Templates are available for use only after approval; unapproved templates are limited to preview.
Deleting a custom Sender Name automatically reverts the account to the Default Sender Name.
The built-in URL shortener helps manage character limits and enables link tracking for analytics in templates and buttons.
To integrate a custom domain into the URL shortener, contact support at support@wooxy.com.
Important! Using the URL shortener for links containing sensitive data (e.g., personal information, tokens, codes) is not recommended due to security risks.

Step-by-step instructions

Navigate to the "Content" section.
Click the "Templates" button.
Click the "Create" button.
Select "Viber" as the channel.
Enter a descriptive name for internal use to identify the template's purpose.
Use the dedicated checkbox if the template is intended for Ukraine, Belarus, or Russia; otherwise, delivery to these countries will fail.
Viber templates support four distinct layouts for content organization.
After a final review, click Save to automatically submit the template for moderation and Viber policy compliance.

Template statuses
- Approved: the template has been verified and is ready for use in Campaigns, A/B tests, and Workflows. It cannot be edited, but can be deleted or tagged. You can use the "Send Test" feature, and the system will verify country compatibility before sending.
- Pending: the template is awaiting moderation. It cannot be edited or used in campaigns/workflows. You can delete it, manage tags, or preview how the content is displayed, but "Send Test" is unavailable.
- Rejected: the template failed moderation; the reason is shown in a pop-up. You can edit, delete, or tag the template, but it cannot be used in campaigns or "Send Test." Preview remains available for layout checks.

Message types and requirements
- Viber messages are divided into Transactional (service-related alerts such as order confirmations and OTPs) and Promotional (marketing content such as discounts and product announcements).
- To qualify as Transactional, templates must be purely informational. Approved content includes registration welcomes, order statuses, 2FA codes, service change alerts, and event reminders.
- Messages are rejected as Transactional if they contain advertising, holiday greetings, service ratings, debt-collection information, or loyalty-program updates.
- Adherence to these strict service-only rules is essential for successful moderation.