Viber Business, SMS, email and Web Push campaigns in CloudCart

In short: in CloudCart, Viber Business messages, SMS, email and Web Push are sent from Marketing → Campaigns to a segment of subscribers who gave consent. You do not need your own Viber business account: messages go out from CloudCart's verified sender. A Viber message holds up to 1,000 characters, one SMS holds 160 Latin or 70 Cyrillic characters, and an automated campaign has up to 5 steps.

This guide is written by the team behind CloudCart, the Bulgarian ecommerce platform, for stores selling in or from Bulgaria and across the EU. It walks through the screens channel by channel: what you switch on, which fields you fill in and the limits of each channel. Which automated emails sell and why is in Email marketing for ecommerce: 7 automated emails that sell, and the newsletter step by step is in the email campaign guide for CloudCart.

If you are new to selling in Bulgaria: Viber, the messaging app from Rakuten Viber, is the chat app many Bulgarian shoppers already use, and Bulgarian stores commonly send offers and order updates there next to email and SMS. Stores on WooCommerce or Shopify usually add it through a separate provider; in CloudCart it is a built-in campaign channel.

What Viber Business is, and do you need your own account

Viber Business is the umbrella name for Rakuten Viber's tools for companies, and for store campaigns the one that matters is Viber Business Messages: messages from a verified sender to phones that gave consent. It is separate from the business account you open inside the app for a profile and chats with customers (Viber for Business).

	Business account in the Viber app	Viber Business Messages through CloudCart
What it is for	A company profile and chats with customers who wrote to you	Campaigns and service messages from the store to a segment
Managed from	Your phone, inside the app	The admin: Marketing → Channels and Marketing → Campaigns
Sender	Your profile name	The verified sender "CloudCart", or your own name as a separate service
Who receives it	People in a chat with you	Subscribers with a confirmed phone number and marketing consent
Reporting	In the app	"Delivered", "Seen", clicks, orders and revenue per step

For store campaigns in CloudCart you register nothing with Viber. Messages go through the provider Infobip under CloudCart's contract, and the sender shows as "CloudCart" with a green check mark. Your own sender name is a separate service: on the pricing page, "Your own Viber channel" is marked ✗ on every plan and is set up on request to support@cloudcart.com. A store with its own Infobip contract can connect it only by special arrangement with CloudCart; Infobip then bills the messages and the CloudCart channel limit does not apply.

The in-app business account is still useful for answering customer questions from your phone. You open it in the Viber app following Rakuten Viber's guide, and it does not connect to the store's campaigns.

Which campaign channels CloudCart has

CloudCart has five campaign channels: Email, SMS via MsgHub, SMS via NTH Mobile, Viber Business Messages and browser Web Push. Each one is installed and switched on separately in Marketing → Channels → Channel settings and then appears as an option in a campaign step. WhatsApp is not a campaign channel: of the chat apps, CloudCart sends campaigns only through Viber.

Channel	What the customer sees	Length	Condition for the next step	What the customer needs
Email	An email with images, products and buttons	Long text in blocks	Read or not, link clicked or not	A confirmed email address with consent
SMS (MsgHub or NTH)	Short text, no images	160 Latin characters, 70 Cyrillic	Link clicked or not	A phone number with marketing consent
Viber	A message from a verified business; a picture and a button if promotional messages are enabled for the store	Up to 1,000 characters	Read or not, link clicked or not	A phone number with consent and Viber installed
Web Push	A browser notification, even when the site is closed	Title up to 63 characters, text up to 128	Only "link clicked"	Browser permission, no email or phone

Only email and Viber have the "read" condition, because only for them does the provider return a "seen" status. So after an email or a Viber message you can wait and check whether the customer opened it, while after an SMS or a Web Push you can only check the click.

What must be ready before the first channel

Before you switch on any channel, you need an accepted anti-spam policy and subscribers who consented to that channel.

1. Accept the anti-spam policy. The first time you open Marketing → Campaigns or Marketing → Channels, the admin shows the rules and an "Accept" button. Without it, neither screen opens. Acceptance is recorded with the date, IP address and text version.
2. Check your subscribers. In Marketing → Subscribers every person has a separate row per channel: email, phone, Web Push. SMS and Viber go only to a phone number that is confirmed, has marketing consent, is not unsubscribed and has not returned an error. More on collecting them: Subscribers and segments.
3. Build a segment. Every campaign runs on a segment from Marketing → Segments: one-time (a snapshot) or automated (recalculates itself). Create it by hand, from a template or with the AI generate button.

Important: marketing consent is stored separately for each channel. A customer who gave an email for the newsletter has not agreed to SMS. The GDPR requires consent to be specific and provable (Regulation (EU) 2016/679, Article 7), and the ePrivacy Directive requires prior consent for marketing by email and text message (Directive 2002/58/EC, Article 13). Both apply to customers in Bulgaria and the rest of the EU.

How to connect the email channel: 4 steps

The email channel connects in four steps in one window and switches on once you finish the last one. Open Marketing → Channels → Channel settings, the "Email" card and the configure button.

1. Profile. Sender's name, country, city, postcode, address and phone. The company name is optional.
2. Domain. Pick one of the store's domains. Campaigns are not sent from a cloudcart.com address.
3. Verification. Add four DNS records: SPF, DKIM, Tracking CNAME and DMARC. On Cloudflare, the CNAME can be added automatically.
4. Sender address. Type the part before the @, for example info, and save.

Emails go through an account used only by your store, so the sender reputation is yours. After the first 500 emails, the channel pauses itself if spam complaints exceed 0.5%, invalid addresses exceed 5% or opens drop below 5%; a channel with an overall reputation of 99% or more is not paused. Support restarts a paused channel after you clean the list.

SMTP and Mailchimp: when you need them

The SMTP app sends the store's emails through your own mail server. The Mailchimp app pushes customers, subscribers, orders and products to Mailchimp once an hour, one way, and campaigns are built there. For a flow that mixes email with Viber and SMS on the same customer behavior, use the built-in campaigns.

How to send a Viber message from your store

A Viber message is a "Viber message" step in a campaign, available once the Viber channel is installed. The sender appears as a verified business with a green check mark, which customers recognise more easily than an unknown number on an SMS.

1. Install the channel. In Marketing → Channels → Channel settings, find the "Viber" card, click "Install" and turn the switch on.
2. Check the sender. The card's "Settings" show the sender name, by default the shared verified sender "CloudCart".
3. Add the step. Choose the action "Viber message", fill in an internal title (only your team sees it) and a text of up to 1,000 characters. The AI writing button suggests text from your description, and a preview shows the message on a phone.
4. Picture and button, if enabled. These fields appear only in stores where promotional Viber messages are enabled; ask support. Picture, button label and button link go together: all or none. With a picture or button the message goes out as promotional, with text only as a service message, chosen automatically.
5. Send a test and launch. The test goes to the number you enter and does not count against the limit. After launch, "Delivered" and "Seen" appear in the channel logs, and links are shortened and tagged utm_medium=viber, so you see the click and the order.

The Viber channel also has 7 service messages for store events: new registration, forgotten password, cash on delivery order, bank transfer order, card order, order status change and fulfilment status change. Edit them from "System messages" on the card.

Viber in CloudCart has no automatic SMS fallback. If the customer has no Viber or no internet, the message stays "Undelivered". So build the chain yourself: a Viber step, a "read" condition with a 24-hour deadline, and an SMS step in the "not read" branch.

What an SMS campaign costs: characters, parts and limits

An SMS campaign is paid by SMS parts, and one long message to one recipient can cost 2 or 3 parts. One SMS in plain Latin characters holds 160 characters, and a long message splits into parts of 153. If you write to Bulgarian customers in Bulgarian, the text is Cyrillic and the limits drop to 70 characters, or 67 per part.

Text	One SMS	Part of a long message	200 characters to 1,000 people
Latin, no special characters (English)	160 characters	153 characters	2,000 parts
Cyrillic (Bulgarian)	70 characters	67 characters	3,000 parts

Keep an English SMS under 160 characters and 1,000 recipients cost 1,000 parts. The editor shows the character count and SMS parts as you type and will not save text over 6 parts (918 Latin characters). With variables such as the customer's name the count is approximate.

On the pricing page, "SMS messages" and "Viber messages" are marked ✗ on all four plans: they are not part of the monthly price. Sent messages count against the channel limit. At 80% you get a notice in the admin; when the limit runs out, the channel stops and the card shows a button to buy credits. Credit prices: support@cloudcart.com.

The two SMS channels, MsgHub and NTH Mobile, install with one click and need no login details from you, because they send under CloudCart's contract. If both are installed, you pick "SMS (msghub)" or "SMS (NTH Message)" in the step.

Web Push: notifications without email or phone

A Web Push notification is a browser message the customer sees on a computer or phone even when your site is closed. It needs no email or phone number, only permission in the browser, and it is "Unlimited" on all four plans.

1. Install and switch on the "Web Push" card in Marketing → Channels → Channel settings.
2. Set up the invitation. In "Settings": pop-up text, accept and decline buttons and an 80 × 80 px image. The checkbox "Invitation only on the page after a successful purchase" shows it to buyers only.
3. Write the notification. Title up to 63 characters, text up to 128, plus icon, image and link. Variables: first name, last name and store name.

The store's own pop-up appears first, and the browser's system prompt comes only after "Allow". A "no" in the first window does not burn the system prompt, which the browser shows only once.

On iPhone and iPad, Web Push works from iOS 16.4 and only after the customer adds the site to the home screen (WebKit). The in-app browsers of Instagram, Facebook and TikTok cannot subscribe a visitor, so for shoppers from social ads email and Viber stay the main channels (more in Meta Ads for an online store).

How to build an automated campaign across several channels

An automated campaign is created from Marketing → Campaigns → + Create campaign → Automated and has up to 5 steps with a wait or condition between them. It starts by itself for each subscriber who enters or leaves the segment, depending on the trigger.

1. Choose a starting point. "Custom Automation" is an empty campaign. Below it are templates: abandoned cart, welcome, post-purchase, win-back and birthday. A template that needs a channel you have not connected tells you which one is missing.
2. Choose the trigger and segment. Enters or leaves the segment. Decide whether people already in it are included and whether someone can go through it more than once.
3. Add the steps. Each step is a message on a connected channel: email, SMS, Viber or Web Push. Tags, customer group changes and removal come ready in templates.
4. Set the conditions. A wait ("after 2 days") or a condition with a deadline: read, or link clicked. Each condition has a "yes" and a "no" branch.
5. Set the exit and tag. The customer leaves after the last step or as soon as they order, and gets the exit tag for your next segment.
6. Launch. Only drafts can be edited. To change a running campaign, copy it and launch the copy.

An abandoned cart example for a cosmetics store with three channels:

Step	Channel	When	Content
1	Email	1 hour after the cart	The products from the cart with {$cart_url}
2	Viber	If the email is not read within 24 hours	A short text with a link to the cart
3	SMS	If the Viber link is not clicked within 24 hours	Up to 160 characters in English (70 in Bulgarian) with a code from {$generate_discount_code:10%}
Exit	Tag	On an order from a campaign link ("Makes an order")	Exit tag "cart-winter"

Each customer gets the cheapest channel that works for them: most come back from the email, Viber goes only to those who did not open it, and you pay for SMS parts only for the last group. More on shopper behavior: Abandoned carts: 9 ways to win them back. The built-in reminders are on the abandoned carts page.

Not sure where to start? The AI assistant button in the campaign list suggests ideas by events (Black Friday, holidays), trends and behavior, and "Create" turns one into a draft with title, channel and sample text.

How to measure a campaign's results

Campaign statistics show 5 numbers: subscribers reached, open rate, click rate, conversion and revenue, split by channel and step. Rates update every hour. An order is credited to the campaign link the customer clicked last: email first, then Viber, and the order goes to the Viber step. The overall picture by channel is on the Marketing Suite dashboard in Marketing → Dashboard, with RFM analysis of subscribers from the CC Pro plan.

Number	What it shows	When to act
Opens (email)	How many opened the email	Below 5% after the first 500 emails the channel pauses: clean out inactive addresses
Read (Viber)	How many saw the message	A low number means many people without Viber: add an SMS step
Clicks	How many opened the link	Change the button or the first sentence
Revenue per step	Orders from the last click	A step with no revenue for 30 days is removed or rewritten

Campaigns with an AI assistant: what Claude or ChatGPT takes on

An AI assistant connected to the store with a PAT token prepares the campaign and reports the results, while channel setup and launch stay in the admin. Claude Code, ChatGPT/Codex, Gemini CLI and Cursor read orders, subscribers and discount codes directly.

Task	In the admin	With an AI assistant
Who gets the SMS	Filter, export, spreadsheet	"Find customers who bought once in the last 90 days and have a phone number with consent"
Group for the campaign	A segment with conditions	The assistant tags the people, and an automated segment on the tag picks them up
Copy	Yourself or the AI button in the editor	Three versions for Viber (1,000 characters) and SMS (160)
Report	Each campaign's statistics	"Orders and revenue from the SMS campaign codes, compared with Viber"
Channels and launch	In the admin, by you

One sentence such as "weekly report: new subscribers by channel, orders and revenue from campaigns, subscribers inactive for 90 days" returns the numbers and compares them with last week. For reports, give the assistant a Read Only token, so it sees the numbers and cannot change anything.

8 good practices for SMS, Viber and Web Push

1. Email first. Viber and SMS are paid per message, so send them only to those who did not open or click the email.
2. One SMS part. 160 characters in English, 70 in Bulgarian. One character over doubles the price.
3. Unsubscribe. The platform does not add {$unsubscribe_url} to emails by itself. Put it in every email, and in SMS and Viber say how to unsubscribe.
4. Viber picture and button only for offers. A shipping update needs only text.
5. Web Push invitation after purchase. People who just ordered agree more often.
6. An exit tag on every flow, so one person never gets two flows about the same thing.
7. A test send before every launch. It does not count against the limit.
8. Check on a phone. Open the test link on a phone and go all the way to payment.

Mistakes that stop a campaign

• The channel is off or out of credits. The campaign waits until the channel has messages left for the whole segment.
• An old list imported. Invalid addresses above 5% pause the email channel until support restarts it.
• Expecting Viber to reach everyone. Without an SMS step after "not read", customers without Viber drop out.
• Too many campaigns for the plan. The limit counts drafts and archived ones; only permanent deletion from "Archived" frees space.

Which channels each plan includes

Marketing Suite includes subscribers on every plan, and the limits grow with the plan. Prices are per month, billed annually, excluding VAT, as on the pricing page.

	Baby Pack €14	Starter Pack €33	CC Pro €83	CC Master €249
Marketing Suite subscribers	50	100	500	1,000
Signup forms (Pop-up Builder)	✗	3	10	25
RFM analysis of subscribers	✗	✗	✓	✓
Web Push notifications	Unlimited	Unlimited	Unlimited	Unlimited
SMS messages	✗	✗	✗	✗
Viber messages	✗	✗	✗	✗
Mailchimp	100	2,000	Unlimited	Unlimited

For the offers your campaigns will carry, see Discount codes and promotions: 10 offers for Black Friday and Christmas.

Frequently asked questions

The cart flow with email, Viber and SMS can be running before Black Friday. Create a store for €1. Questions about the channels: support@cloudcart.com.