CM.com is global leader in cloud software for conversational commerce

AI & Chatbots + Omnichannel platform for customer service in messengers

Leading omnichannel communication provider

End-to-end integrated software, internet, mobile and hardware solutions

Communicate with your clients via Viber Business Messages, SMS, E-mail, Chatbot and other channels.

Customized bot development and analytics tools

Optimizing communication channels, from businesses to customers

IMEDIA is operating in the field of providing value-added services on telecommunications platforms.

Omnichannel Messaging Platform for effective marketing communication

Connecting businesses with their customers on Viber, powering secure, private interactions 

Communications APIs, unified communications and contact centers

Providers of Cloud Communication Platforms (CPaaS) for Enterprises, OTT players & Telecom operators

Strengthen your position with Viber messaging for better business with your customers

CPaaS empowering businesses to communicate with customers using messaging, video and voice solutions

Making communications and communities for brands: B2C & D2C messaging, chatbots, campaigns

Creating chatbots that people actually love!

Software development company from UI/UX & Design to product development and IT consulting

Software development company specialising in web, mobile, chatbot and tech consulting

Designing and executing integrated digital, analytic and marketing solutions

Communication platform to keep in touch with your frontline employees

User-friendly chatbot builder for popular messengers, without programming knowledge

Custom chatbot developer with a focus on informative, communicative, awareness and E-commerce

Infobip is a global leader in omnichannel communication

Integrated solutions provider from advertising sales, marketing, branding to production

360 agency building Viber chatbot solutions

International messaging service provider for mobile operators and enterprises worldwide

Hybrid Chat, Conversational Marketing and Customer Automation

Grow your audience, engage your customers, automate your messages - across multiple channels

Platform to automate marketing, ecommerce, service operations and support in messengers

#1 Ukrainian Telecom Operator with over 25 million subscribers

Viber's #1 Business Messaging partner in the Philippines

Omnichannel solution provider in the Cloud Communications industry

Viber and SMS messaging service provider with web interface and via API

SMS Centre provides a professional omni-platform for business tasks

Omnichannel communication platform for modern businesses to delight customers

Οmni Channel Business Messaging Specialists of real-time, one-to-one & two-way communication

Providing mobile services to banks and financial institutions in Nepal

Optimised two-way communication between management and employees

Enterprise chatbot provider with high-end AI and cross-industry communication know-how

One of the biggest companies on the business communication market in Russia and CIS

We offer digital tools: SMS, OTT, Virtual PBX, CRM, AI BOT, Contact Center

A global cloud communications platform for all your mobile marketing needs

Next-gen CPaaS with Web & Cloud API services for marketing automation

Enterprise solutions platform for communications, payments, CRM and marketing

Leading Conversational AI and CX Automation Platform

Digital transformation and engagement services, AI chatbots, smart cities and fintech applications

Expert customer engagement and A2P mobile messaging solutions with over 20 years of experience

SparrowSMS: Leading Bulk SMS provider in Nepal and Global Enterprise Messaging

Multichannel messaging platform for successful business communication

Omnichannel platform for customer support teams

Removing communication complexities, so you can succeed.

Founded in 2006, Logate in Podgorica delivers IT solutions for telecoms and banks

Global communications platform for messaging, verification, and fraud prevention

We offer digital transformation services and global vendor software solutions

URBO is B2B SaaS company for the creative and recreational industries

Messente: Messaging partner for companies who want to send business-critical messages at scale

Omnichannel messaging provider for business communication

First in AI and c-commerce, we provide innovative messaging solutions

A holistic messaging and digital agency for messaging solutions

Largest A2P multi-channel messaging platform in the Philippines

SMSBAT is a group of companies that develops and implements modern digital marketing solutions

Communication platform helping brands build connected customer experiences.

Automate sales, marketing, and support with Terra's smart AI technology

A Leading telecom company, GSMA certified Voice carrier and SMS hub, MEF & ITU member

Omnichannel business messaging platform for marketing, sales & support

Multichannel messaging platform for business communication

Digital Solution Provider, Chatbot development and Customer support

Omnichannel platform with built-in phone, webchat, email, tickets, etc.

Creating OS and application software for business digitalization

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Different Solutions for different ways of communication

A leading service provider in Myanmar's TMT (Telecom, Media, and Technology) industry since 2003

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Omnichannel communication platform for business messaging globally

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Expert in reaching, engaging, and retaining the right audience

Swift Technology specializes in Fintech, Vas SMS & custom software dev

Ommichannel platform to communicate worldwide

Seamlessly integrate GenAI agents and live support for superior CX

WayMore Marketing Intelligence Suite helps marketers achieve their goals.

Develop omni-channel messaging campaign through Viber, RCS, What's Up

The Globally Connected Customer Engagement Platform

We provide SMS A2P to Apac pacific region and fintech solution

Top 3 Mobile Marketing agency in Vietnam, offering fast, diverse solutions

Enable novel customer experiences with Generative AI chatbots

Build the future communication for global mobile operators and enterprises

Custom software solutions, staff augmentation, R&D and MVP development

klink.cloud is a leading omnichannel customer engagement platform provider

Smicos: AI-powered chatbot to boost sales, streamline management, and more.

Positive specializes in IT solutions, complex AI assistants, and chatbots

Nikita Mobile LLC is a leading mobile marketing and e-commerce company

Clarity. Trust. Efficiency.&nbsp;Today, these are all essential parts of a successful business messaging experience.&nbsp;To support this, Rakuten Viber is introducing Transactional Message Templates – a structured way for brands to send important customer updates in a more consistent and reliable format.Starting July 1, 2026, templates will become mandatory for all transactional Viber Business Messages.In this guide, you’ll learn:<ul><li>Why Viber is introducing templates</li><li>What transactional templates are</li><li>The difference between transactional and promotional messages</li><li>Common template use cases</li><li>How to get started</li></ul><h2>Why is Viber introducing Transactional Message templates?</h2>Over the past decade, Rakuten Viber has continuously enhanced its Business Messages offering to support brands in delivering timely and relevant communication. But as messaging channels become more crowded, ensuring that important messages are both noticeable and trusted has become more challenging.Transactional messages, such as delivery updates, verification codes, or booking confirmations, are often the most important touchpoints between a brand and its customers. These messages must be:<ul><li>Instantly recognizable</li><li>Easy to read and act on</li><li>Trusted by recipients</li></ul>Transactional Message templates are designed to meet these expectations by combining structure, clarity, and reliability into a consistent messaging experience.By providing ready-made formats optimized for effectiveness, templates help brands create high-quality messages while automatically aligning with Viber’s guidelines.Templates have already been tested across multiple markets, where partners and brands reported improved message quality, greater consistency, and more efficient workflows. Following this positive feedback, Viber is now rolling out Transactional Message templates globally to further standardize and elevate business communication.<h2>What are Transactional Message templates?</h2>Transactional Message Templates are structured text-only message formats that businesses use to send recurring customer updates in a clear and consistent way. They combine fixed text with customizable fields, making it easy to personalize messages at scale while maintaining a consistent experience.Message templates include:<ul><li>Static text (fixed parts of the message)</li><li>Variables (dynamic fields such as name, time, order number, etc.)</li></ul>For example:Hi {{NAME}}, your order has shipped! It will be delivered between {{TIME_START}} and {{TIME_END}}.Each template is reviewed and approved by Rakuten Viber to ensure compliance with platform guidelines, reduce the risk of errors or misuse, and simplify the overall message-sending process.<h2>Transactional vs Promotional Messages</h2>Understanding the difference between transactional and promotional messages is essential for choosing the correct messaging format and ensuring compliance with Viber guidelines.<h3>Transactional messages</h3>Transactional messages are designed to inform or update customers with important, non-commercial information.<ul><li>Common examples include:</li><li>OTP and verification codes</li><li>Delivery updates</li><li>Appointment reminders</li><li>Booking confirmations</li><li>Account or security alerts</li></ul>These messages must use approved Transactional Message Templates starting July 1, 2026.<h3>Promotional messages</h3>Promotional messages are designed to market a product, service, or offer.These may include:<ul><li>Discounts or special offers</li><li>Product announcements</li><li>Invitations to take action</li><li>Marketing campaigns</li></ul>Promotional messages support additional rich media formats such as:<ul><li>Images</li><li>Buttons</li><li>URLs</li><li>Carousels</li><li>Videos</li></ul>Promotional content cannot be sent through transactional templates. Including promotional content inside a transactional template may result in template rejection.Beyond improving message consistency, templates also provide several operational and customer experience benefits.<h2>Key benefits of Transactional Message templates</h2>Transactional Message templates are designed to improve both the business and customer experience. By standardizing how critical updates are delivered, templates help brands streamline operations while ensuring users receive clear and trustworthy information.<ol><li>Security and trust: Templates help customers easily recognize legitimate business messages and reduce the risk of fraud or impersonation. This strengthens brand credibility and gives customers greater confidence in message authenticity, an increasingly critical factor in engagement and conversion.</li><li>Consistency: A standardized format ensures that important information is presented clearly and predictably, making messages easier to scan and understand at a glance.</li><li>Operational efficiency: With pre-defined structures, brands no longer need to invest time and resources into crafting repetitive transactional content. This allows them to focus on delivering value rather than formatting messages.</li><li>Compliance: Templates help ensure communications follow Viber guidelines and messaging best practices.</li><li>Reliability: By optimizing format and delivery, templates support higher engagement with critical messages, helping ensure critical updates are delivered clearly and reliably.</li></ol><h2>Common use cases for Transactional Templates</h2>Transactional templates are best suited for recurring customer updates such as:<ul><li>OTP and verification messages</li><li>Order confirmations and receipts</li><li>Delivery and journey updates</li><li>Appointment reminders</li><li>Account activity alerts</li><li>Password and security notifications</li><li>Subscription renewal reminders</li></ul><h2>Best Practices for Using Templates</h2><ul><li>Keep messages clear and concise</li><li>Use variables to personalize content</li><li>Avoid any promotional language in transactional templates</li><li>Test templates across different use cases</li><li>Templates must comply with Viber’s general messaging guidelines.</li></ul><h2>How to Get Started</h2>Getting started with Transactional Message Templates is easy. Here's how it works:For Messaging Partners: If you're an official Viber Business Messages Partner, you'll need to upgrade your integration with our new Templates API to enable this feature for your brand clients.For Brands: Reach out to your Messaging Provider to check their integration status and get the feature enabled. Once your provider's integration is complete, you can activate Transactional Message Templates directly through your existing Viber Business Messages account.Don’t have a Viber Business Messages Account? Set one up through one of our <a target="_blank" rel="noopener noreferrer" href="https://www.forbusiness.viber.com/en/messaging-partners/">trusted messaging partners</a> to start sending Transactional Viber Business Messages to your customers.<h2>Start using message templates today</h2>Message templates are a strategic step toward more secure, scalable, and user-friendly business communication.By adopting templates early, brands and partners can improve message performance, build stronger customer trust, and streamline their operations.Messaging Partners can refer to the <a target="_blank" rel="noopener noreferrer" href="https://www.google.com/url?q=https://vb.me/Transactional_Message_Templates_API&amp;sa=D&amp;source=docs&amp;ust=1779355614608128&amp;usg=AOvVaw2i7Glj4NgUm3lEJ-VQQ3FB">Templates API documentation</a> for technical integration details. For any other questions, reach out to your Rakuten Viber account manager.

Learn more about the new templates available for Transcational Viber Business Messages and how they can help your business.

Viber Message Templates: What you need to know

Find out more about the new standard for Transactional Viber Business Messages and how to get started.

Transactional Message Templates: Everything You Need to Know

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