Viber

The Viber element allows you to send Viber messages to users as part of your Customer Journey. Drag the Viber element to the canvas and set it up.

Select message content

Choose how to define the message content:

• Template

  Select an approved Viber message template. Viber templates are created and approved directly by Rakuten Viber, not in Pushwoosh. Messages sent with an approved template are billed at the lower Transactional rate.

• Freeform

  Enter plain-text content directly into the message field. Freeform messages don’t require template approval, but are billed at the Promotional rate.

Important

Starting July 1, 2026, Rakuten Viber requires an approved template for all transactional/OTP messages. Freeform content sent for transactional use cases is billed at the Promotional rate.

नोट

Template and Freeform define how you write the message and which Viber rate applies. Message type controls delivery rules such as opt-outs, frequency capping, and silence period. These choices are independent: you can use any content option with either message type.

Personalise message with event attributes

Viber templates can include placeholders for dynamic values, such as an order ID or a verification code. Personalization fills each placeholder with data from an event attribute or API-based entry, so each recipient sees their own values instead of static text.

When your Template includes placeholders, for each placeholder, select the Source event and Dynamic attribute that supply the value. Learn more

सावधानी

Map every required template placeholder to an event attribute before saving.

Set message type

Choose Marketing message or Transactional message:

• Marketing message: For campaigns and promos. All rules and limits apply. Respects: Opt-outs, Frequency capping, and Silence period. Excludes: the global control group.
• Transactional message: For operational or service messages. Rules and limits don’t apply. Bypasses: Opt-outs, Frequency capping, and Silence period. Sent to: the global control group.

Learn how message type affects delivery.

Set frequency capping

नोट

Frequency capping options are available only when Marketing message is selected. When you choose Transactional message, frequency capping doesn’t apply and these options are disabled.

Use Frequency capping to limit how often users receive Viber messages, preventing over-messaging and reducing churn. Choose one of the following options:

• Use Global frequency capping settings

  Apply the project-wide limits configured in your Global frequency capping settings.

  For example, if the global limit is set to 3 Viber messages in 9 days, additional messages exceeding this limit will be skipped.

• Ignore Global frequency capping

  The user will receive this message even if they’ve exceeded the channel’s message limits. Use this option with caution to avoid over-messaging.

• Use custom frequency capping

  Set a custom message limit for this message. If the user exceeds this custom cap, the message will be skipped, and the user will proceed to the next step.

  Important: Custom frequency capping does not isolate the message from Global frequency capping. All messages sent on the same channel, including those from other journeys or campaigns, are still counted toward the global cap. Learn more

Use vouchers

You can personalize Viber messages by including a unique voucher code from a predefined pool. This is ideal for delivering promotions, discounts, or loyalty incentives through one-on-one communication.

To use vouchers in your Viber message:

1. Ensure your Viber message content includes the placeholder {{voucher}}.
2. In the Viber message step, toggle Vouchers to ON.
3. Select the appropriate Voucher Pool that contains your voucher codes. Make sure the pool is created in advance.
4. (Optional) Use the Assign Tag field to apply a tag to users who receive a voucher. This helps with segmentation and reporting.

Learn more about vouchers

After configuring the Viber element, click Save to apply your settings.