When a customer sends you a message on your Viber Business account, an in-session conversation starts.
A session expires after:
- 24-hours has passed from its start
- The operator has sent 60 session messages (promotional template messages are not included)
If your customer replies after the end of a session, a new session will start, and you'll be able to send session messages once again.
After the session expires, the message input box (composer) is turned into a locked state:
In this state, you can send templates, but cannot use the composer to send session messages.
If send 5 consecutive messages in a row without an end user message in between, this will lock the composer as well. Your customer's reply will unlock the composer.
Rasayel Message Templates for VBM
When a session expires, you can no longer send regular session messages — you can only send message templates.
Rasayel customers can create templates on the channel dashboard on Rasayel
These templates can either be:
- Text only
- Text + URL button
- Image header + Text + URL button
These templates will have to be approved by Rasayel team.
We will assign each message template a category - "Transactional" or "Promotional" based on the content of your template.
Monitoring the state of the session
You can monitor the state of the session, by looking at the indicators on your Rasayel Inbox.
Time window indicator
Message count indicator
(This indicator will only appear on the composer if one of the conditions is close to its limit)
Any transactional (informative) messages that you send to customers must use templates that are approved by Viber. Templates can only be written in Russian and Ukrainian languages. To send transactional messages, please contact us for more information.