Viber has taken a major step in business messaging by introducing two new interactive formats: Carousel Messages and List Messages. These tools enable businesses to create smarter, more engaging experiences directly in the app, designed to boost interaction, increase sales, and mimic the feel of a mobile shopping app, all within Viber.
In this article, we’ll explore how these formats work, what makes them effective, and how your business can use them to improve campaign performance and customer satisfaction.
What are Carousel and List messages?
Carousel Messages
Carousel Messages allow businesses to showcase multiple products or offers within a single message. Users can swipe through image cards, each with a title, description, and a call-to-action button, creating a highly visual, engaging experience. They're ideal for promoting multiple items, seasonal collections, loyalty campaigns, and cross-sell or upsell strategies.
List Messages
List Messages offer users up to five predefined options in a single message, allowing them to respond with just a tap. These are ideal for quick actions such as choosing a delivery time, booking an appointment, selecting a service, or providing feedback. When a user selects an option, their choice is sent as a message, enabling businesses to respond automatically. This creates a more personalized and seamless experience that enhances conversational commerce.
Key benefits of the new Carousel and List message features:
Enhanced User Experience
The customer journey is the heart of ecommerce success. The new features offer a more "natural," familiar, and mobile-first experience, as they are perfectly adapted to the habits of modern consumers who mainly "surf" from their mobile phones.
- Carousel simulates a mini-shop right inside Viber, where users can scroll as they would through a product category in your e-shop.
- List turns a simple message into an interactive menu of options, letting users perform actions such as tracking orders or selecting delivery times, without any hassle or additional forms.
Increased Engagement and Clicks
With attention spans shorter than ever, these visually rich formats are designed to grab interest fast. Short descriptions, product images, call-to-action buttons, and even emojis increase the likelihood that users will engage with your message.
Carousel Messages give users multiple options in one view, while List Messages encourage action by turning the user into an active participant.
What this means for your brand:
More clicks, higher traffic to product pages, and deeper engagement with your campaigns.
Boost in conversions and sales
The main goal of every e-shop is to sell, and new formats help make this faster, easier, and more natural.
- Fewer steps to purchase: Customers can see the product and click “Buy Now” without switching apps, reducing the likelihood of abandonment.
- More upsell and cross-sell opportunities: Show similar products or complementary items in a carousel campaign.
- Highlight limited offers: A single message can highlight 3–5 offers with instant purchase options—perfect for limited-time promotions.
Practical Use Cases
Example: New collection promotion (Carousel)
Scenario: An apparel e-shop launches its summer collection and wants to showcase it in one impactful message:
Carousel:
- Slide 1: Maxi Dress – “Buy Now”
- Slide 2: Straw Bag – “View Details”
- Slide 3: Sandals – “Add to Cart”
What the business gains:
- Up to 5 products on a single message
- Increase in average order value
- Reduce messaging cost (1 message, 3 products)
- Seamless shopping experience without leaving the Viber app
Example: Special offers or bundles (Carousel)
Scenario: A beauty brand is launching a limited-time offer bundle to promote effectively and immediately.
- Slide 1: Face Cream – “Buy Bundle”
- Slide 2: Mask & Scrub – “View Details”
What the business gains:
- Promoting different products in a single message
- Clear call to action with direct purchase option
Example: Quick customer support (List)
Scenario: An e-shop wants to automate FAQs or requests via Viber:
List:
Message: "How can we help you today?"
- Track my Order
- Explore our Best Sellers
- Contact an agent
What the business gains:
- Self-service experience within Viber
- Time savings for the service team
- Improved customer experience
- Smart navigation without unnecessary clicks
Example: Delivery time selection (List)
Scenario: A delivery service (e.g., supermarket, pharmacy, courier) wants users to pick delivery slots directly through Viber:
List: Message: "Choose your preferred delivery timer for your order."
- 10:00 – 12:00
- 13:00 – 15:00
- 16:00 – 18:00
What the business gains:
- Reduced errors and delays in deliveries
- No more waiting or completing additional forms
- Improved customer experience, higher satisfaction
Tips for Better Results
To get the most out of Viber's new Carousel and List messages, it's not enough to just activate them; you need to design them strategically.
Use clean, high-quality images: The First impression is crucial in mobile marketing, and this impression is mainly visual. Choose high-quality images with a clear background, emphasize the product, and avoid excessive filters or distracting elements. Make sure to use the same photography style throughout the carousel for professional consistency.
Write short, compelling text: Keep titles to one line and include a direct call-to-action like “See More,” “Buy Now,” or “Don’t Miss Out.” Your message should be short but value-driven—mentioning a discount or benefit like “40% off today only” or “Free shipping.”
Match your message to the season: Align content with current sales periods or events like Black Friday, summer promos, Easter, or Back to School. Use relevant visuals and language.
Test and optimize: The good thing about mobile messaging is that you can get an immediate picture of performance.
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Run A/B tests on CTAs, images, and layout.
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Track click-through and conversion rates.
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Adjust campaigns based on real data—not assumptions.
Pro tip: Start with two versions of the same message and compare performance in the first week.
Put the customer at the center: Today’s customers expect fast, convenient, and personalized experiences, and with these new Viber formats, you can deliver just that. Personalize carousel content based on purchase history or behavior, and use List Messages to offer clear choices that reduce clicks and simplify decision-making.
Ultimately, Viber Carousel and List Messages aren’t just new tools—they create micro shopping experiences in a channel users already trust and use every day.
If you haven’t tried them yet, now’s the time to launch your first campaign.
