The Viber application via Infobip

Viber channels are not self-service. Both the bot and the business sender are created only through an official Rakuten Viber partner — Infobip in our case: the partner files the application, Viber vets the company and the use case, and only after approval does the thing you connect in Lalexi appear.

This page is the whole path end to end: from signing up with Infobip to the token you paste into the connection form. The Infobip account and the contract are yours; we walk you through the steps and answer questions.

The whole path

Sign up with Infobip

Register in the Infobip portal: portal2.infobip.com. It asks for a corporate email, the company name and the country of registration.

After signing up, an account manager — an Account Manager or a Digital Customer Success Associate — is assigned to the account. Everything then runs over email: the application, the documents, Viber's questions and the token. Reply in the same thread and never change the subject line: it carries a ticket number such as [IB#5462200], which is how the partner finds your application.

The channel application

In the portal, open the channels section (Channels) and request a new Viber channel. If the section is not available, or it is unclear which channel to request, write to your account manager: they can file it from their side and the form will arrive by email.

Tell the partner two things straight away:

• you need two-way messaging, not sending only — Lalexi receives inbound messages;
• whether you also need Viber Business Messages — the commercial account for messaging by phone number, see below.

The documents

The bot form

The Chatbot Qualification Form is the main questionnaire. The fields and what each value has to be:

The warranty letter

The Warranty Letter (BM Warranties) is a letter from the company addressed to Viber Media S.à r.l. The partner provides the template; you fill it in and sign it.

What is in it:

• The letterhead — the legal name, the registration number and the headquarters address exactly as in the registration documents.
• The beneficial owner and the brand the messages come from.
• The undertakings: message only people who consented and did not revoke it; comply with applicable laws and Viber's Business Messages Guidelines; keep messages related to your own brand and business; never use Viber's name or logos without written consent; never let a third party use the channel; never promote competing messaging apps.
• Responding to spam complaints: answer Viber within 7 days and supply the documents, including the recipient's opt-in, within 14 days.
• The penalty — agreed liquidated damages of €5,000 per spam incident.
• Governing law of England and Wales, the courts of London.
• The signature of an authorised person: signature, name, title, date.

Viber requires the warranty letter for business messages. It is asked for alongside the bot form whenever the commercial account is submitted in parallel with the bot — prepare it right away so it does not stretch the thread out.

The logo

• For the bot — a square PNG; one image is enough (ours was 400×400).
• For the business sender — PNG in six sizes: 50×50, 65×65, 100×100, 130×130, 256×256 and 360×280.

Waiting for the emails

The partner runs the application: Infobip passes it to Rakuten Viber, and Viber vets the company and the use case. The review takes up to four weeks.

Worth knowing at this stage:

• Every email goes to the bot owner's address from the form. Check the spam folder — they come from the partner's external addresses.
• Reply in the same thread: the ticket number is how the partner finds the application. A new email opens a new ticket and loses the history.
• Viber may ask about the use case: what the bot answers and how it is useful. Answer to the point and quickly — the application sits still until you do.
• Chasing it up in the ticket is fine. The partner writes into the same thread when they are waiting on you.

The bot token

Once the application is approved, the partner asks for the bot token. The email looks roughly like this:

After review, to continue with the registration, please send us the bot token. The phone number 79001234567 has been set as the administrator. You can use it to find the token in the Viber app under More → Settings → Bots. Once we receive the token, we'll proceed with the registration on our side.

What to do:

1. Take the phone with the admin number you gave in the form and open Viber on it.
2. More → Settings → Bots — your bot is in the list.
3. Open the bot and copy the authentication token.
4. Send the token to the partner as a reply in the same ticket.

Finishing the registration

With the token in hand the partner completes the registration on their side and writes back that the bot is registered. From that moment the bot is live — all that is left is to connect it in Lalexi: Settings → Inboxes → Add Inbox → Viber Bot, and paste the same token.

The verified badge and being searchable inside Viber are requested after publishing, as a separate ask to the partner.

If you also need Viber Business

Viber Business is a different channel: a business sender that messages customers by phone number. It goes through the same partner and the same path, but it is a separate application for a commercial account, and it is easier to file in parallel with the bot:

• the bot form has a Commercial Account ID field — while there is no account, you state there that it is being submitted in parallel;
• the warranty letter is one and the same;
• the sender's logo is needed in six sizes;
• you will also be asked for the destination countries, the expected monthly message volume, the message type (promotional or transactional) and a sample introductory message — with no promotion in it.

Once approved, your Infobip account holds a registered sender and the channel is connected with an API key — see Viber Business.

What it costs

A Rakuten Viber bot is paid for by its owner: a monthly fee for the bot itself plus a separate charge for messages the bot sends first; replies inside a user-initiated session are included in that fee. Business sender messages are billed by Infobip under your contract.

The partner quotes the exact rates. Agree them before filing the application — otherwise the price surfaces at contract time, with a month of waiting already behind you.

If something goes wrong