Business Messaging Solution

Frequently Asked Questions (FAQ)

Version 1.0

Updated date: 5-Mar-2022

1. INTRODUCTION
This document contains some of the frequently asked questions (FAQ) and the corresponding
answers. We will be updating this document regularly and hence requesting the reader to refer to
the latest document online.

2. WHAT IS A SESSION?
It’s well known that consumers want to message with businesses these days – 89% of them in fact.
Sessions is a new way of managing those conversations in a more cost-effective way.

Sessions are for conversations started by customers. They might want to ask a question, report a
problem, change a reservation, or check a delivery. Whatever it is, they want to connect with the
right team, and get answers in real time. By clicking on a company’s “Viber Sessions” contact option,
they’ll start chatting, and launch a Session. Each Session has its own ID.

All that a brand have to do is add a “Viber Sessions” deep link anywhere they invite customers to
contact them – like their website, apps, social media, email signature and Viber profile page. And
have a person or chatbot on hand to respond, of course. Each Session lasts for a fixed amount of
time – up to twelve hours – during which brands can send a limited number of replies to the
customer’s original message. Both of these values are agreed when they sign up to the service.
Instead of paying for each message they send, they pay a fixed price for each Session they use,
which they’ll see in their regular bill.

3. WHAT IF THE CONVERSATION LASTS LONGER, OR A BRAND GOES OVER THE MESSAGE
LIMIT?
Not a problem. A new Session will start, and the customer won’t know a thing about it – they’ll just

keep chatting. We do keep an eye open for spam, so if it looks like that’s happening we’ll stop the

Session and send an error message to the business.

4. WHAT IS TRANSACTIONAL AND PROMOTIONAL MESSAGES

 A Promotional Business Message is a Business Message that contains information that
promotes a business' agenda, a business offers or commercial information. This message
may include a button, emoji, image, etc. Examples of Promotional messages are:
o Dedicated discounts
o Coupons
o Custom offers
o Birthday celebrations

FAQ 2 | Page
 o Loyalty program status
o Re-engage with reminders
 Transactional Business Message is a message that contains text only. It may also contain a
URL. These are non-promotional content that is initiated based on customer action or to
update the status of their interaction with the business. Examples of Transactional
messages are:
o Order confirmations
o Delivery tracking
o Registration confirmation
o Boarding passes
o Meeting reminders
 Business Messages that are not transactional and/or targeted to a specific user will be
considered and charged as a promotional message.
 All promotional service messages must be labelled "Promotional" according to Service
Messages API documentation label feature.

5. AM I CHARGED FOR UNDELIVERED MESSAGES?

No, any message that is not delivered within the time duration specified or messages that is sent
to non-existing customer will not be charged to the business.

FAQ 3 | Page