Omnichannel messaging and eCommerce marketing automation platform

<p>Building meaningful connections between businesses and customers takes the right tools. That’s why we're constantly evolving Viber Business Messages to deliver them.&nbsp;</p><p>This month's updates bring four new features and improvements, all designed to help you streamline your messaging workflows and drive better results.&nbsp;</p><p>May 2026 highlights:</p><ul><li><strong>Quick Replies:</strong> A new message format for better two-way conversations</li><li><strong>OTP Auto-copy:</strong> The faster way to authenticate</li><li><strong>Tap &amp; Copy: </strong>Built for a seamless path to purchase</li><li><strong>Partner Portal:</strong> New self-service options that empower your team</li></ul><p>Let's dive into what each update means for your business.</p><figure class="media"><oembed url="https://www.youtube.com/watch?v=D4GCzkthUIs"></oembed></figure><h2>Quick Replies: A new message format for better two-way conversations</h2><p>What once required multiple systems (email, call centers, web portals) can now happen inside one conversation. Customers desire simplicity, ease, and the ability to complete entire processes, from choosing between offers to arranging and scheduling delivery, with one tap.</p><p>This is exactly what our newest message format, <strong>Quick</strong> <strong>Reply</strong>, is all about.</p><h3>Viber List Messages have evolved into Quick Replies with new UI options</h3><p><strong>Quick Reply Messages</strong> (formerly List Messages) are an interactive message type that lets businesses guide customers through simple journeys using <strong>up to 10 </strong>predefined responses, making two-way communication faster and more intuitive.</p><p>Businesses can choose between two designs:<br>&nbsp;</p><figure class="image"><img style="aspect-ratio:2160/1215;" src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Quick_reply_messages_feature_overview_cd87dfc74d.png" alt="Quick reply messages_feature overview.png" srcset="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/thumbnail_Quick_reply_messages_feature_overview_cd87dfc74d.png 245w,https://env-stage-hosting.s3.eu-central-1.amazonaws.com/small_Quick_reply_messages_feature_overview_cd87dfc74d.png 500w,https://env-stage-hosting.s3.eu-central-1.amazonaws.com/medium_Quick_reply_messages_feature_overview_cd87dfc74d.png 750w,https://env-stage-hosting.s3.eu-central-1.amazonaws.com/large_Quick_reply_messages_feature_overview_cd87dfc74d.png 1000w," sizes="100vw" width="2160" height="1215"><figcaption>Quick Reply Messages feature overview including two new design options</figcaption></figure><h3>Starting a free 24-hour session with Quick Reply Messages</h3><p>With Quick Reply Messages, brands can receive instant responses from customers, automatically opening a <strong>free 24-hour conversational session</strong>.*&nbsp;</p><p>This results in:</p><ul><li>Faster customer interactions</li><li>Improved conversion rates</li><li>A more intuitive experience</li></ul><p>By delivering Quick Replies as a session message, businesses can respond to user-initiated conversations at <strong>no cost</strong>, while customers benefit from a seamless experience by <strong>tapping</strong> a reply instead of typing one.</p><p>For incoming messages that fall outside the Quick Reply options, businesses can configure responses via their provider. This will help you set clear expectations and a high standard of customer service.<br>&nbsp;</p><figure class="image"><img style="aspect-ratio:2160/1215;" src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Quick_reply_sessions_overview_41cba125a9.png" alt="Quick reply_sessions overview.png" srcset="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/thumbnail_Quick_reply_sessions_overview_41cba125a9.png 245w,https://env-stage-hosting.s3.eu-central-1.amazonaws.com/small_Quick_reply_sessions_overview_41cba125a9.png 500w,https://env-stage-hosting.s3.eu-central-1.amazonaws.com/medium_Quick_reply_sessions_overview_41cba125a9.png 750w,https://env-stage-hosting.s3.eu-central-1.amazonaws.com/large_Quick_reply_sessions_overview_41cba125a9.png 1000w," sizes="100vw" width="2160" height="1215"><figcaption>The difference between message-based pricing model (before) and session-based pricing model (now)</figcaption></figure><h3>Quick Reply use cases</h3><p>Quick replies can find their use in any industry by simplifying and streamlining processes when it comes to:</p><ul><li>Satisfaction surveys</li><li>Delivery or appointment scheduling</li><li>Post-sale follow up</li><li>Customer onboarding to a new product or service</li><li>Collecting customer feedback and preferences</li></ul><p><i>*Available from June 1, 2026. Session starts when the user replies to a Quick Reply message, and all messages sent within 24 hours are free of charge. The first message after the 24h session ends will be charged at the promotional rate, while Quick Replies are charged at the transactional rate.</i></p><h2>OTP Auto-copy: The faster way to authenticate</h2><p>Businesses using Viber for sending OTP can now offer even smoother service to their Android users - PIN code background auto-copy is now available, making authentication simpler, faster and safer. On IOs (26+) this is a native functionallity.</p><h2>Tap &amp; Copy: Built for a seamless path to purchase</h2><p>We have also released Tap&amp;Copy feature, so Viber users can now copy parts of Business Messages, such as coupon codes or order tracking numbers, with one tap.</p><h2>Partner Portal: New self-service options that empower your team</h2><p>We’ve expanded the self-service capabilities in the Partner Portal, giving you more control over your Viber Business Messages Account without needing to contact our Customer Success team.</p><p>In addition to updating your business account’s Logo and Description, you can now directly manage technical fields such as Callback/Message URL, IP addresses, and template webhooks.</p><p>Changes to these technical fields are <strong>applied automatically </strong>and reflected almost immediately (within one minute), with no moderation required. Because these settings directly impact your ability to send and receive messages, we recommend reviewing all entries carefully before submitting. Once your changes are applied, you’ll receive a confirmation email.</p><h2>Stay tuned for more updates</h2><p>We'll be sharing more updates on our features and latest improvements in the coming months. Follow along and stay tuned. If you have any questions, feel free to reach out to your dedicated Account Manager.</p><p><strong>Don't have a Viber Business Messages Account? </strong><a target="_blank" rel="noopener noreferrer" href="https://www.forbusiness.viber.com/en/#form_f2068195-d9a1-43a2-bd10-e4a6372fbec7">Talk to us!</a></p>

Learn what's new with Viber Business Messages this month - from new message formats to self-service options.

Viber Business Messages Updates: May 2026

[May 2026] Viber Business Messages Updates

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