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<p>In the era of instant communication, customers expect speed, simplicity, and convenience — especially when interacting with brands. And notifications with interactive buttons, quick replies, or polls drive <a target="_blank" rel="noopener noreferrer" href="https://moldstud.com/articles/p-maximizing-app-engagement-through-interactive-push-notifications?utm_source=chatgpt.com">up to 30% higher interaction rates</a> compared to standard alerts.</p><p>That’s why <a target="_blank" rel="noopener noreferrer" href="https://www.forbusiness.viber.com/en/blog/post/rakuten-viber-unveils-carousel-and-list-business-messages/">we recently introduced</a> a new, interactive business message format: <strong>Viber List Messages</strong>.</p><p>Designed to streamline customer interactions, Viber List Messages enable brands to gather clear, actionable responses with just one tap.</p><p>Read on to learn more about this new feature and the different ways you can use it to reach your business communication goals.</p><h2>What are Viber List Messages?</h2><p>Viber List Messages are an interactive business message format designed to add efficiency, speed, and high engagement to your customer communication.</p><p>This new message type streamlines decision-making processes, enabling you to present up to five predefined response options in a single message. Instead of typing a reply, your customers can simply tap an option, and that selection is sent back to your brand as their response.</p><p><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/viber_list_messages_specs_5acbd3e9cd.png" alt="viber-list-messages_specs.png" srcset="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/thumbnail_viber_list_messages_specs_5acbd3e9cd.png 245w,https://env-stage-hosting.s3.eu-central-1.amazonaws.com/small_viber_list_messages_specs_5acbd3e9cd.png 500w,https://env-stage-hosting.s3.eu-central-1.amazonaws.com/medium_viber_list_messages_specs_5acbd3e9cd.png 750w,https://env-stage-hosting.s3.eu-central-1.amazonaws.com/large_viber_list_messages_specs_5acbd3e9cd.png 1000w," sizes="100vw" width="1842" height="898"></p><p>Here’s a quick overview of the key functionalities:</p><ul><li>Customers can only select one response.</li><li>Responses are sent instantly to the business, enabling fast follow-up or action.</li><li>No need for open-ended typing or confusion — the brand guides the conversation.</li></ul><p><a target="_blank" rel="noopener noreferrer" href="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Viber_List_Messages_One_pager_ec4e8acac8.pdf"><strong>Download the one-pager</strong></a></p><p>Whether it’s confirming a booking, choosing a delivery time, or sharing a preference, Viber List Messages make communication faster, clearer, and easier for both parties.</p><p>Consumers want conversations with brands to feel as natural and friction-free as messaging a friend. While businesses are embracing conversational commerce and chat-based services to help capture input, direct next steps, and keep the conversation moving.</p><h2>Key benefits of using Viber List Messages</h2><p>By replacing open-ended questions with structured, tap-to-choose options, brands can speed up conversations and gather consistent, actionable data. Here’s how Viber List Messages can create smarter, faster customer experiences:</p><ul><li><strong>Improve response rates:</strong> Predefined options make it easier for users to reply, and more likely that they will.</li><li><strong>Reduce friction:</strong> No typing required. Customers just tap a response.</li><li><strong>Guide the conversation:</strong> Brands can steer users toward specific choices or next steps.</li><li><strong>Speed up service:</strong> Faster replies lead to quicker resolution and higher customer satisfaction.</li><li><strong>Consistent data:</strong> With structured responses, businesses receive clean, uniform input that’s easy to process, resulting in higher efficiency with fewer human errors.</li></ul><h2>Top use cases for Viber List Messages</h2><p>Viber List Messages are designed to simplify decision-making and remove barriers in the customer journey, all while collecting structured responses that are easy to act on.&nbsp;</p><p>Here are three key ways you can reduce friction and increase engagement with this new format:</p><h3>Bookings, orders, and appointments</h3><p>From confirming a hotel stay to scheduling a bank visit, customers can quickly confirm, reschedule, or upgrade their bookings, increasing efficiency and satisfaction.</p><p>Examples:</p><ul><li>Confirm or change delivery or appointment times</li><li>Select room upgrades, service tiers, or add-ons</li><li>Choose store locations, pickup windows, or check-in preferences</li></ul><h3>Post-purchase engagement</h3><p>Viber List Messages keep customers engaged, even after they’ve completed their purchase, with quick-access options to rewards, reviews, or repeat purchases.</p><p>Examples:</p><ul><li>Redeem loyalty points or select rewards</li><li>Leave a review or satisfaction rating</li><li>Reorder frequently purchased items</li></ul><h3>Customer service and support</h3><p>Whether it's choosing the right support topic, resolving common issues, or following up on a previous issue, customers can get what they need faster and without long wait times by choosing from a pre-defined list of next steps.</p><p>Examples:</p><ul><li>Select issue type before speaking with an agent</li><li>Choose preferred return or refund options</li><li>Share feedback with structured post-service surveys</li></ul><h2>Viber List Messages use cases by industry</h2><p>If you want to go beyond the basics, there are several ways to tailor these messages to your industry or business goal. Here are a few examples:</p><h3>Retail and eCommerce</h3><ul><li><a target="_blank" rel="noopener noreferrer" href="https://www.forbusiness.viber.com/en/blog/post/back-in-stock-alerts-viber-business-messages/"><strong>Back-in-stock</strong></a><strong> notifications: </strong>When a previously sold-out item becomes available, customers can quickly select their preferred size or color to complete their purchase with fewer steps.</li><li><strong>Returns and exchanges:</strong> Simplify the return process by letting customers select the reason for return, preferred resolution (exchange, refund, store credit), and return method.</li></ul><h3>Banking and Financial Services</h3><ul><li><strong>Personalized banking experiences: </strong>Guide customers who express interest in a product, such as a loan or credit card, to the appropriate department or representative based on their selected needs.</li><li><strong>Account services and updates:</strong> Automate routine tasks by prompting customers to choose from a list of common requests, such as updating contact information, ordering a new card, or setting up direct deposit.</li></ul><h3>Travel and Hospitality</h3><ul><li><strong>Check-in confirmations:</strong> Encourage customers to confirm reservations, select check-in times, or request special services such as airport transfers or early check-ins.</li><li><strong>Service selection:</strong> Enable guests to select preferred room upgrades, add-on experiences such as spa packages or breakfast, or provide quick feedback during their stay with just one tap.</li></ul><h3>Telecom and Utilities</h3><ul><li><strong>New customer onboarding:</strong> Empower new customers to set up their services, such as activating a SIM, setting up voicemail, or linking their account, with a checklist of tasks.</li><li><strong>Bill payment and reminders:</strong> Reduce late payments by giving customers quick access to billing options, such as paying now, setting a reminder, or viewing detailed charges.</li></ul><h3>Delivery and Logistics</h3><ul><li><strong>Delivery time and location preferences: </strong>Reduce failed delivery attempts and improve operational efficiency by enabling customers to confirm or reschedule delivery windows, choose alternate drop-off locations, or opt for contactless delivery.</li><li><strong>Package tracking options: </strong>Make it easy for customers to choose how they’d like to receive tracking updates, whether via message notifications, email, or through a link to a live tracking page, so they can stay informed without needing to ask.</li></ul><h2>Viber List Messages best practices</h2><p>To make the most impact, your list messages should do more than just deliver information; they should guide, attract, and connect with your audience. That's why it’s important to get the details right. Below, we’ve put together a set of best practices:</p><ul><li>Keep lists short and focused</li><li>Incorporate emojis and visual elements</li><li>Ensure lists are scannable and easy to comprehend</li><li>Provide clear instructions and guidance</li><li>Consider the context and audience</li><li>Test and refine your lists</li></ul><h2>How to get started with Viber List Messages</h2><p>Getting started with Viber List Messages is quick and simple:</p><ul><li><strong>Talk to your</strong> <strong>Rakuten Viber account manager</strong>: They'll help you identify the right use cases and integrate List Messages into your communication flow.</li><li><strong>Set up through our trusted </strong><a target="_blank" rel="noopener noreferrer" href="https://www.forbusiness.viber.com/en/messaging-partners/"><strong>messaging partners</strong></a>: Our partners can support everything from template creation to delivery tracking and automation.</li></ul><p>Aren’t using Viber Business Messages yet? <a target="_blank" rel="noopener noreferrer" href="https://share.hsforms.com/7451889/844b64f4-4c98-4d6b-818f-165a36de8b2f">Talk to us to get started</a>.<br>&nbsp;</p>

Fuel action with real-time insights using Viber's new, interactive business message format. Learn more!

Viber List Messages: Get actionable feedback with just one tap

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