WhatsApp and Viber Automation for Business
Get WhatsApp and Viber automation with a chatbot, message templates, an agent queue and integration with your CRM, ERP or online store. The solution is designed for online stores, booking-based services and B2B teams that want conversations, orders and customer history in one place.
What can you automate in WhatsApp and Viber?
We build a shared logic layer on top of WhatsApp Business API and Viber Business Messages. Events from both channels are processed in one system, while their differences are configured separately. This means your team does not have to maintain two disconnected processes and can see the contact history regardless of where the conversation started.
| Module | What you get | Suitable applications |
|---|---|---|
| Bulk messaging | Approved templates, segments, rate limits, retries for temporary failures and delivery tracking | Campaigns, promotions and service notifications |
| Chatbot and automated replies | Conversation flows, conditional branches, buttons, database variables and keyword-based rules | Frequently asked questions, enquiry qualification and product selection |
| Agent queue | Shared inbox dashboard, team assignment, internal notes, tags and contact history | Handing a complex conversation over to a person with the full context |
| Opt-in and control | Consent records, separate lists for marketing and service messages, and easy opt-out | Subscription management and auditable history |
| Analytics | Delivered and read messages, replies, clicks, conversions and UTM parameters | Campaign comparison and tracking through to sale |
Which businesses can benefit?
For an online store, automation can send order confirmations, delivery status updates from Econt or Speedy, abandoned cart reminders and post-delivery messages. When needed, the conversation can be connected to inventory, orders and customer profiles.
For a clinic, salon, car service centre or fitness centre, the channels can handle appointment confirmations, reminders and rescheduling. In B2B sales, the bot collects enquiry details, sends a catalogue or specification and hands the conversation over to a sales representative with the full context.
Which systems can the automation connect to?
We connect WhatsApp and Viber to CRM and ERP systems and to online stores built with WooCommerce, Shopify or OpenCart. Data can flow in both directions: contacts, tags, purchase history, order status, delivery details and conversation outcomes.
For non-standard processes, we build an API layer and webhooks instead of making your team copy information between programs. If you have more connected applications, explore our API integrations. When the automation also involves approvals, orders or documents, it can become part of business process automation.
What scope should you choose?
| Scope | Implementation price | What's included |
|---|---|---|
| Starter | €250-€2,500 | One channel or basic marketing scope, templates, automated replies and setup tailored to your specific process |
| Advanced | €3,000-€29,300 | Both channels, more scenarios, an operator queue, segmentation and deeper integration with your CRM, ERP or online store |
| Custom process | Specified in the proposal | Non-standard logic, conversational commerce, a custom dashboard or integration with internal software |
The stated ranges are indicative and depend on the scope of the services we offer. The specific price varies according to the number of scenarios, channels, operators, integrations, roles and campaign management approach. Meta and Rakuten Viber fees for conversations or sent messages are paid separately according to their current rates.
How does implementation work?
- 01Defining the channels and scenarios
We define the segments, message types, keywords, bot questions, escalation points and the data that needs to reach an operator or CRM.
- 02Preparing the business accounts
We review Meta Business Manager, WhatsApp Business API and the Viber Business account. We prepare the templates for approval while the rest of the system is being developed.
- 03Development and integrations
We build the webhook handling, common message format, conversation flows, operator queue, consent recording and integrations with the CRM, ERP or store.
- 04Testing and launch
We check the entire customer journey: opt-in, message, reply, handoff to an operator, status change and entry in the connected system. We also test follow-up messages, unexpected questions and temporary opt-outs.
- 05Measurement and support
After launch, we track delivered, read and replied-to messages, clicks and conversions. If needed, we adjust the flows, templates, segments and routing rules.
What has our experience with omnichannel communication shown us?
In the project Contact centre — omnichannel platform, phone, email, chat, Viber, WhatsApp and Facebook are organised in one environment with a dialer, SLA and wallboard. The project is similar to cases where several channels need to be handled by one team while keeping the conversation history intact.
What do you need to prepare?
We need descriptions of the services or products, response rules, segments, opt-in data and access to the systems. You tell us what the bot should resolve and when a person should step in. We structure the flows, prepare the technical templates and identify anything missing before testing.
Frequently asked questions
Can one bot work in WhatsApp and Viber at the same time? Yes. The core logic, contacts and history can be shared, while the rules and formats are configured for each channel.
What's the difference between WhatsApp Business App and Business API? Business App is an app for manual communication by a small team. Business API enables templates, webhooks, automation, an operator queue and CRM integration; message fees are set by Meta.
Can we send marketing messages to all customers? Not automatically. You need appropriate, demonstrable consent for the relevant channel and a clear opt-out option. The system helps you apply these rules, but does not replace legal advice.
How long does implementation take? The timeline depends on the scenarios, template approval and integrations. We provide a specific timeline after reviewing the process and the systems that need to be connected.
Who prepares the copy and data for launch? You provide the information about the services, rules, segments, opt-in records and access details. We turn this information into flows, templates and technical settings.
How can we discuss your case?
Send us the channels, systems you use and two or three scenarios you want to automate. In the contact form, we will clarify the scope, dependencies, required access and realistic budget.
Frequently asked questions
- Can one bot work in WhatsApp and Viber at the same time?
- Yes. The core logic, contacts and history can be shared, while the rules and formats are configured for each channel.
- What's the difference between WhatsApp Business App and Business API?
- Business App is for manual communication by a small team. Business API enables templates, webhooks, automation, an operator queue and CRM integration.
- Can we send marketing messages to all customers?
- Not automatically. You need demonstrable consent for the relevant channel and a clear opt-out option. The system does not replace legal advice.
- How long does implementation take?
- It depends on the number of scenarios, template approval and integrations. We provide a specific timeline after reviewing the process and the connected systems.
- Who prepares the copy and data for the launch?
- You provide the information about the services, rules, segments, opt-in records and access credentials. We structure the flows and technical templates.
