Viber for your contact center

Only if your customers use it. Viber is the default messaging app in Eastern Europe, the Middle East, and Southeast Asia, and people from those regions often keep it after moving to the US. If they make up a noticeable part of your customers, Viber is worth connecting. If not, WhatsApp and SMS reach more people.

A Viber bot handles chats that customers open by tapping a link or scanning a QR code. Business Messages let you message customers first – codes, order updates, promotions – from a registered Business ID, through an official Viber partner. We'll suggest one or both, depending on your audience.

Any of them: bot chats, customer-started sessions, one-time codes, transactional messages, promotions, replies with photos and files, and AI agent replies. They all go into one queue with calls and your other channels.

When a customer writes to your Business ID, a conversational session opens for 24 hours, and agents and the AI agent can answer freely during it. Per partner pricing, these customer-started sessions have been free since July 1, 2026.

Here is what Viber costs on each side. On ours, licenses and agent seats are free. Connecting Viber and building your queues is paid for with support plan hours, available from the Standard plan. Development beyond that, for example sending Viber messages on events in a CRM without a ready connector, is $60 per hour on the Pro plan with an 8-hour monthly minimum, or is deducted from the 40 hours Maxi includes. The AI agent's language model is paid per conversation. All CONTACT.WORK prices are net of applicable taxes. Business Messages are sold by official Viber partners. We can bill your Viber messages through CONTACT.WORK – the partner's rates plus our service fee, both shown in your proposal – or you can contract with a partner directly. As of 2026, partners typically charge a one-time Business ID registration fee (€9.99 at one partner) and a monthly minimum that depends on your profile's country (€115 at one partner) – if your spending is lower, you pay the minimum. Each message is priced by destination country and type, with promotions the most expensive. Lending, alcohol, tobacco, and gambling pay a surcharge (40% at one partner). Check your partner's current rate card.

Pricing →

You can, with promotional Business Messages sent through your Viber partner. Send them only to customers who agreed to receive them: in the US, the TCPA and state laws may apply to marketing messages. Keep a record of consent and stop as soon as someone asks. Please read this as an overview, not as legal advice.

It replies in bot chats and in sessions customers open, drawing on the knowledge base, and forwards the Viber conversation to a staff member with a short note whenever a human has to step in. After you update the knowledge base, the AI agent needs some time to retrain – anywhere between several minutes and several hours, depending on the size of the changes.

Connect both, and the platform keeps one history for the customer, so the agent sees the WhatsApp chat from last week while answering today's Viber message.

The conversation with photos and files, the customer's Viber name and phone number when Viber shares it, the agent who replied, and the outcome. It's saved in the customer's timeline and, if you use a CRM, on the customer record.

It will, if that server is allowed out to the internet to reach Viber or your partner's API. Conversations stay on your own infrastructure.