New Viber Template Rules for TurboSMS in Torgsoft

From 1 October 2026, Viber will start rejecting messages created from templates that do not meet the updated requirements. If you send messages to customers from Torgsoft via TurboSMS, check the registered templates in the service account and the corresponding texts in the program. This will help maintain delivery of messages about orders, payments, and product shipments.

TurboSMS announced the changes on 3 September 2026. The new requirements have been in effect since 1 July. Some previously created templates received a warning status: they need to be created again before message rejection begins.

Who the changes affect

The check is needed for stores that use Viber via TurboSMS, including through the “Mass mailings to customers” option. First, review transactional messages: payment confirmations, order information, TTN number. For this type of sending, the text must match the template registered in TurboSMS.

If the store uses several templates or language versions, check each one. Separately review messages with links to invoices and PRRO receipts: for them, the Viber message type and the way the link is added are important.

What the template must be under the new rules

• The template text contains up to 500 characters, without double spaces.
• Up to 8 variables are allowed in the format from %1% to %8%.
• Each variable can contain up to 125 characters. Its value must not contain URLs or line breaks.
• There must be at least one space between adjacent variables.
• There must be permanent text at the beginning and at the end of the template. It is forbidden to start or end it with a variable.

Also check the data that the program inserts into the message. For example, a long customer name, invoice details, or a comment may exceed the limit for one variable. A line break inside such a value also violates the requirements.

Step 1. Check templates in the TurboSMS account

1. Log in to the TurboSMS account through which the store sends Viber messages.
2. Open the Viber templates section.
3. Find the templates used for sending from Torgsoft and check their statuses.
4. Create each template with a warning mark again, taking the new rules into account.
5. Before use, check that the new template is approved for sending. If the status is unclear, clarify it with TurboSMS support.

Changing the text only in Torgsoft is not enough: template registration is performed in the TurboSMS account.

Step 2. Compare the corresponding template in Torgsoft

Open Marketing → Mass mailing → Mass mailing template settings. Select the required template and click “Edit”.

Check the mailing type “Viber” and the “Viber message type” field. For a transactional message, compare the permanent text with the registered template: words, punctuation marks, spaces, and the placement of variables.

In TurboSMS, variables are written as %1%, %2%, and so on. In Torgsoft, program variables must be inserted in the corresponding places via “Insert variable”. They substitute the invoice number, amount, and other document data. This procedure is described in the help on mailing settings.

Example of an order shipment message

Template in TurboSMS:

Corresponding text in Torgsoft:

Select variable names from the list in your program. Check that all data from the example is available for the required mailing type and that it is filled in the document.

The permanent text of both templates must match. If you change the wording of the message, approve the corresponding template in TurboSMS and enter the same text in Torgsoft.

Step 3. Check messages with links

The new rules prohibit URLs in the values of variables in a registered template. Review the texts where an individual link to a receipt, invoice, or another document is inserted.

In Torgsoft settings, the transactional type is intended for text service messages. For messages with a button and a link, the help describes the “Advertising” type. Before changing the type, clarify the terms of use and pricing with TurboSMS.

If you send PRRO receipts

Go to Settings → Parameters → Additional functions → Software RRO. Check the “Message template” and “Delivery service” fields.

In the selected Viber template, check the button: the “Click URL” field must contain the variable <link to PRRO receipt>, and the “Button title” field must contain clear text, for example “View receipt”. This placement of the link is recommended by the help on sending PRRO receipts.

If you send invoices

For a Viber message for an invoice, the variable <link to file> can be used in the “Click URL” field. Fill in the “Button title”, for example “Open invoice”. For the “Advertising” type, this variable must not be used simultaneously in the message text and in the button URL. The setup procedure is provided in the help on trading with invoice issuing.

Step 4. Check which template is used for sending

On the “Mass mailings” tab, open the required mailing and check the selected template and the “TurboSms Viber” service. If you created a new template in the program, select it in the mailings and settings where the previous one was used.

For messages by invoice, payment, delivery note, and PRRO receipt, check the template selection in the corresponding mode. If the mailing has already been prepared, review the generated messages before sending.

Step 5. Send a test and check delivery

1. Prepare a message with document or customer data. Check the substitution of all variables, including the longest values used by the store.
2. For a message with a button, use the “Preview” action. Check its text and link.
3. Send the message to your own number with Viber. To check receipts, use a message from an actual store operation.
4. In the “Marketing → Mass mailing” section, find the message and click “Update sending status”. Review the “Sending result description” field.
5. Make sure the message is received on the phone, the data is correct, and the button opens the required document.

Preview shows how the message looks. Acceptance by the service and delivery must be checked after actual sending. Repeat the test for each changed template and language version.

What to check if the message did not arrive

Error 416 means that no matching template was found for the sent transactional message. Compare the registration in TurboSMS, the permanent text, and the variable values. This is the template mismatch error described in the help; a separate rejection code for the new rules is not specified in the TurboSMS news.

If the error message refers to connection or authorization, check the service settings on the “SMS and Viber services” tab. For TurboSMS Viber, the HTTP API token from the TurboSMS account is used. Also check the selected Viber sender name and the balance in the service.

If “Additional sending via SMS” is enabled in the template, check “SMS content” and the SMS sender name. The help describes additional sending for the Viber status “Error”. The behavior when a new template is rejected should be clarified with TurboSMS: it is not described in the change notice.

For a support request, prepare the template name, sending time, error text or code, and an example of the generated message without unnecessary personal data. TurboSMS can help check the template status and registration; Torgsoft technical support can help check template selection and data substitution in the program.