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Upgrade Viber from Tier 1 to Tier 2

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1. Pick Tier 1 vs Tier 2

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2. Run Tier 1 correctly while you wait

• Sender-ID allow-listing. Submit each alphanumeric sender ID (up to 11 characters, e.g. OrbitDemo) to Devotel during onboarding, and submit a new one before first use. A sender ID that is not allow-listed is rejected at send time.
• DLR semantics. Tier 1 bills on DLR delivered — submit-time and rejected messages are free. Delivery reports arrive on the Jasmin DLR path and update message status to the usual delivered / failed / rejected lifecycle.
• Rate limits. Tier 1 shares the platform’s /messages/viber row (50 requests per minute by default — see Rate Limits). Bursts above the row return 429.
• Conversation fallback stays available. Enable Settings → Channels → Cross-Channel Fallback with Primary: Viber, Fallback: SMS so an undeliverable Tier 1 send retries over SMS automatically.

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3. Register the Tier 2 branded sender

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What to prepare

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Submit from the dashboard or the API

curl -X POST https://api.orbit.devotel.io/api/v1/settings/channels/viber/tier2/submit \
  -H "X-API-Key: dv_live_sk_..." \
  -H "Content-Type: application/json" \
  -d '{
    "legal_name": "Acme Corporation Inc.",
    "registration_number": "HRB-123456",
    "registered_address": "1 Market St, San Francisco, CA 94105",
    "country": "US",
    "contact_email": "messaging@acme.com",
    "contact_phone": "+14155551234",
    "website": "https://acme.com",
    "sender_name": "Acme",
    "business_category": "Retail",
    "description": "Order updates and customer support over Viber."
  }'

{
  "data": {
    "status": "pending",
    "sender_name": "Acme",
    "business_category": "Retail",
    "legal_name": "Acme Corporation Inc.",
    "submitted_at": "2026-08-24T12:00:00Z",
    "updated_at": "2026-08-24T12:00:00Z",
    "forwarded_at": "2026-08-24T12:00:00Z",
    "rejection_reason": null
  }
}

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Track the review

curl https://api.orbit.devotel.io/api/v1/settings/channels/viber/tier2/status \
  -H "X-API-Key: dv_live_sk_..."

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4. Migrate mid-flight without client changes

• No endpoint change. One POST /api/v1/messages/viber serves both tiers; the tenant configuration picks the provider.
• No request-shape change. to, body, and from mean the same thing on both tiers — on Tier 2, from is your branded sender. Now that Tier 2 is live you can add media_url and the metadata.rich_media / metadata.keyboard payloads for rich cards and keyboards; a Tier 1 tenant sending those fields gets a provider rejection.
• Keep Tier 1 sends running during the review. The registration never suspends Tier 1 — transactional traffic on the SMPP lane continues uninterrupted until you repoint it.
• After approval, resubmissions are unnecessary. The same status endpoint becomes your health check: approved means the branded sender is live.

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5. Wire inbound routing on Tier 2

1. Open Settings → Webhooks and register your inbound message endpoint if you have not already.
2. Subscribe to inbound message events for the viber channel.
3. Handle the envelope like any other channel — the conversation appears in the inbox the same way SMS and WhatsApp replies do.

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6. Watch DLRs on the hosted vs BYO path

• Hosted tier. When Devotel holds the Viber Business sender relationship and attaches it to your tenant (the normal flow above), delivery reports arrive on the Viber Tier 2 DLR path. Message status moves to delivered / failed with the provider’s reason on failures.
• BYO Business account. If you bring your own Viber Business credentials (a sender you registered with Rakuten directly), the send path resolves to your provider by the same tenant preference. Delivery reports still flow in and update the same message status — the only difference is whose Rakuten account the traffic bills against.

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7. Production checklist

• Your Tier 1 sender IDs are allow-listed before first send, in every market you send to.
• Cross-channel fallback (Viber → SMS) is configured under Settings → Channels → Cross-Channel Fallback for unreachable recipients.
• Tier 2 registration form submitted with a sender_name of 28 characters or fewer and complete legal details.
• Status polled to approved (or dashboard card green) before announcing the branded sender to customers.
• Client sends unchanged — same endpoint, same fields — with media_url, rich_media, and keyboard added only where Tier 2 is live.
• Inbound webhook subscribed to Viber inbound events; replies visible in the inbox.
• DLR monitoring points at the delivery log and status webhooks for both the hosted and (if used) BYO paths.
• Campaign launch dates padded by the 5–10 business-day Rakuten review window, with Tier 1 as the fallback lane.