How to Manually Send an Approved Viber Message to Customers via Torgsoft

Before sending, prepare a list of customers who have consented specifically to your store’s Viber messages, get the template approved by the provider, and test it using your own contact. Then select recipients in Torgsoft, send the message, and check delivery results.

Assign someone to oversee the list, message text, and opt-out requests. Before each send, they should check that consent and customer details are up to date. After sending, they should review message statuses and handle errors separately.

Set one clear purpose for the message

Write down exactly what you need to tell the customer—for example, that their order is ready for pickup. Select only customers for whom this has actually happened. Ask a manager to check that orders are ready before compiling the list.

For a service message, prepare text about a specific order. Obtain separate approval for a promotional offer under the appropriate message category. Do not add a prompt to buy another product to a message you are preparing as transactional.

If you are notifying a customer that an item has been shipped, first verify that it was actually handed over to the carrier. Do not use the creation of a consignment note as the basis for saying “the item has been shipped.”

Prepare consent, contact details, and an opt-out process

For this workflow, obtain prior written or electronic consent specifically for your store’s Viber messages. Keep separate evidence of consent: the consent text, date, contact details, and a record of the action by which the customer gave consent.

Advertising that uses a phone number or another network identifier requires prior written consent, including consent in electronic form. Consumers must be able to opt out of the use of their data free of charge at any time, in a simple and clear way. Providing an opt-out method does not replace prior consent to advertising.

When collecting data directly from a customer, tell them at the time of collection who controls the data, what data you collect, for what purpose, to whom you transfer it, and what rights they have. Customers have the right to withdraw their consent to data processing.

Maintain your own list of permitted recipients and a separate opt-out list. Include in the approved text a free, available way for customers to contact the store to stop Viber messages. Assign an employee to receive requests and remove the contact from future sends. Check both lists before every campaign.

Collect only the data needed for the selected message and consent records. Give access to contacts and consent evidence only to responsible employees. Employees must use personal data only in accordance with their professional, official, or employment duties.

Enable the option and get the template approved

Bulk messaging uses the additional Torgsoft option “Mass mailings to customers”. The described Viber integration requires a TurboSMS account. A token from the provider’s account is used for HTTP API authorization.

Before setup, agree the terms for enabling the option with Torgsoft. Ask the provider for the current process for registering and activating a sender, approving a template, and the terms for using the required message type. Check that the sender is active and that the selected text is approved for sending. Keep the approved version.

The transactional type in Torgsoft is intended for service messages containing text only, without images, links, or advertising. Check the words, punctuation, spaces, and placement of variables against the registered template. Variables are parts of the text whose values differ between messages. In a Torgsoft template, replace TurboSMS variables with the corresponding program variables. Test the values in the selected mode. Submit any changes to the permanent text to the provider for approval before sending.

Manually send Viber messages in Torgsoft

In Torgsoft, you can select customers for a bulk mailing using multi-row selection. Check the selected contacts against your list of permitted recipients and opt-outs. In a customer card, the mobile number is entered in the “Phone (mobile)” field. The “Agrees to receive information by SMS” field applies to SMS; for Viber, check separate evidence of consent.

First, select only your own test contact with recorded consent. Choose the appropriate template and the TurboSms Viber service. Create the mailing using the “Create bulk mailing” button and send it using the “Send message” button. On the phone, check the sender, the full text, variable values, and the opt-out method. The workflow is described in the bulk mailing help guide.

After a successful test, repeat the manual workflow for permitted recipients. Check the list and template again before clicking “Send message.” Torgsoft displays delivery results and stores mailing history. Use it to check who received the message, which messages are still being sent, and where an error occurred.

Check the result and investigate errors

• For an undelivered message, review the reason, contact details, and whether the text matches the template.
• If error 416 occurs, check the permanent text and variable placement: this error means that no matching transactional template was found.
• Before resending, review the history and check whether the customer has withdrawn consent.
• Track customer replies and order fulfillment separately from message delivery.

An explanation of template mismatches is provided in the article about Viber templates in Torgsoft, and information about viewing history is on the TurboSMS integration page.

Illustrative example of a message and tracking results

Example assumptions: the store has 20 customers with written or electronic consent to its Viber messages. There are no opt-outs. All these customers’ orders are ready for pickup. The provider has approved the text, the sender is active, and the test has passed.

Illustrative main text: “Your order is ready for pickup. Thank you for your purchase.” Before approval, add the store name, any necessary pickup details, and a genuinely available free opt-out method.

Suppose the list contains one order for each of the 20 customers. One message was sent to each customer, and 18 of the 20 messages were delivered. Six of those 18 recipients replied. Four customers on the list picked up their orders. The manager recorded replies and order pickup separately. All figures below are hypothetical and illustrate the arithmetic.

This calculation describes a hypothetical batch. It does not prove that customers picked up their orders because of the message. For day-to-day work, keep separate records of delivery, replies, opt-outs, and actual order fulfillment.

Sources for legal matters

• Law of Ukraine “On Advertising,” Article 14-3.
• Law of Ukraine “On Electronic Communications,” Article 120.
• Law of Ukraine “On Personal Data Protection,” Articles 8 and 12.
• State Consumer Service: consent to advertising and the right to opt out.
• Ukrainian Parliament Commissioner for Human Rights: employees’ use of personal data.