The phone beeps at midnight. A client messages on WhatsApp with an urgent order. Previously, this was inconvenient — who would reply in the middle of the night? Today, an automated message instantly sends all the necessary information, and in the morning, you receive a ready order.

Modern consumers live in messengers. They expect instant responses, convenient communication, and personalized service. Businesses that ignore these changes lose their customers to competitors who have adapted to modern market conditions.

Messengers are no longer just a means of personal communication. They have become powerful business tools that allow companies to automate sales, improve customer service, and maintain constant contact with their audience. The most popular among them — WhatsApp, Telegram, and Viber — offer unique opportunities for different types of businesses.

WhatsApp Business: Professionalism in a Familiar Format

WhatsApp Business was created to retain the familiar format of communication while adding essential business functions. The platform allows companies to look professional without losing the human touch in interactions with clients.

The main difference from the regular WhatsApp is the ability to create a full-fledged business profile. Instead of a typical name and photo, clients see the company name, a description of services, address, website, and business hours. This information builds trust from the first seconds and helps clients quickly understand who they are dealing with.

The quick replies feature significantly eases the work of managers. Instead of typing the same messages about prices, delivery terms, or promotions dozens of times a day, you can create pre-set templates and send them with one tap. This not only saves time but also ensures consistent information for all clients.

The automated greeting message works like a 24/7 consultant. Every new client instantly receives helpful information about the company, popular products, or current promotions. The away message feature allows businesses to inform clients outside of working hours when they can expect a response.

The label system helps organize work with a large number of chats. Conversations can be marked by order status, priority, or any other criteria. This is especially useful for companies that process dozens of inquiries daily.

WhatsApp Business is best suited for local businesses and companies where a personal approach is essential. Restaurants can take orders and reservations, beauty salons can schedule clients for procedures, and repair services can consult using photos of problem areas. The platform maintains live communication, which is impossible to replicate through standard website forms.

Telegram for Business: Next-Level Automation

Telegram has become a powerful business tool that helps maintain quick and convenient contact with the audience. Through the business profile, you can list working hours, address, and show location on the map, allowing clients to immediately see when and where they can reach out for help or consultation.

The platform supports automated greeting and away messages that help maintain a conversation even outside of business hours, increasing loyalty and trust. Quick replies — a set of pre-prepared templates — allow instant responses with necessary information, greatly speeding up the service process.

One of Telegram’s key business advantages is the ability to integrate chatbots that automatically handle inquiries, accept orders, and consult users around the clock. This significantly reduces the load on managers and makes communication more efficient and personalized.

Telegram also allows businesses to create special chat links that can be placed on websites, social media, or printed materials, making it as easy as possible for clients to get in touch.

Overall, Telegram for business is a convenient, functional, and flexible communication channel that helps companies automate customer service and improve the quality of interaction with their audience.

Viber for Business: A Comprehensive Sales Platform

Viber takes a comprehensive approach to business communication, offering tools for messaging, advertising, sales, and customer retention. The platform allows you to guide clients all the way from the first interaction to closing the deal.

Viber’s advertising capabilities include creating in-app ads, using branded stickers, and placing advertisements in various sections of the messenger. This allows companies to attract new clients directly through the platform without spending budgets on external advertising channels.

Viber’s client segmentation system allows businesses to divide the audience according to different criteria and send personalized messages to each group. Regular customers can receive exclusive offers, new customers — information about the company, and VIP clients — special cooperation conditions.

Tools for maintaining long-term customer relationships include automated greetings on important dates, reminders about promotions, and product suggestions based on previous purchases. Viber enables the creation of a system that keeps in constant touch with clients without becoming intrusive.

The platform is best suited for large companies with a wide range of products, businesses with a stable customer base, and companies that actively invest in marketing. Viber makes it possible to fully leverage the capabilities of digital marketing within a single platform.

Limitations of Messengers and Safe Usage Guidelines

Using messengers for business comes with certain risks and limitations that are important to understand in advance.

Phone-number-based messengers: main risks

WhatsApp is connected unofficially via a phone number, so there is a risk of being blocked for spam. It is recommended not to send more than 30 messages per day to new contacts. If blocked, there are only two attempts available to request an unblock.

Telegram phone accounts can initiate 10–12 dialogues per day for older accounts and up to 5 for new ones. Template messages with links may trigger user complaints.

Viber phone accounts have the strictest anti-spam policy and may block numbers without prior notice. Detailed rules are outlined in the platform’s official documentation.

Broadcast limitations

Official Viber and Telegram bots allow broadcasts to existing clients with minimal restrictions. WhatsApp, Instagram, and Facebook have a 24-hour messaging window.

Phone-number-based channels (Telegram, Viber) and email have strict limits on bulk messaging. A safe amount is 5–10 messages per day and depends on how old the account is.

Tips for safe usage

Start with small volumes and gradually increase activity. Avoid template messages and personalize content. Use multiple communication channels at once to minimize the risks of potential blocks.

How Messengers Are Transforming Modern Business

Messengers have long gone beyond regular communication — today they are full-fledged business tools. They allow for sales automation, improved customer service, and real-time communication with the audience. Each platform discussed has its strengths and can be an effective solution for various business needs.

WhatsApp Business is ideal for small and medium-sized businesses where a personal approach to clients is important. The platform allows for live communication while adding the necessary professional functions.

Telegram is the optimal choice for businesses that want to maximize automation of customer interaction. Thanks to advanced bot capabilities and flexible settings, it’s possible to build an almost fully autonomous support system.

Viber offers a more comprehensive approach to business communication by combining messaging, advertising, and sales in a single platform. This makes it the best choice for ambitious companies with large marketing budgets.

The success of using messengers in business depends less on the specific platform chosen and more on understanding your audience’s needs and being ready to adapt to new communication formats. Companies that start using these tools today will gain a significant competitive advantage in the market.

Automating Communication with NovaTalks

NovaTalks is an innovative platform for automating sales and customer support, enabling the integration of all key channels (Viber, Telegram, WhatsApp, online chats, email, and telephony) into one convenient interface.

A unified control center for all channels

The platform allows you to manage all customer inquiries in a single window without missing a single request. Thanks to its flexible architecture, NovaTalks easily adapts to business needs and scales as the company grows. This approach helps reduce costs, improve service quality, and accelerate response times.

Automation through smart tools

AI-powered chatbots: each channel can have its own bot operating 24/7, supporting multiple languages and handing over the conversation to an operator at the right moment. This allows up to 70% of inquiries to be processed automatically.

Mass personalized messaging: segmented and trigger-based campaigns in Viber, Telegram, email, and social media are built on customer tags and attributes, ensuring highly targeted delivery.

Communication analytics: reporting and dashboards help assess team performance, identify weak points, and predict customer reactions through sentiment and text analysis.

AI-based dialogue quality assessment: instead of manual checks, the system automatically analyzes all interactions and flags those that require manager attention.

Learn more about the capabilities of smart tools in this article.

Messenger Integration Capabilities

Viber

NovaTalks supports both classic chatbots and phone-number-based Viber channels. Bots can be created through Rakuten Viber’s official partners or directly via the NovaTalks team. Bot owners can send welcome messages, an unlimited number of messages within an active session, and paid proactive messages outside of sessions.

Telegram

The platform supports integration with phone-number-based Telegram accounts via the Nova.ChatsConnector provider. Users can initiate messages to clients and take advantage of automatic dialogue distribution between agents with load balancing control.

WhatsApp Business

Integration with WhatsApp Business enables full communication with clients through one of the most popular messengers in the world. NovaTalks provides support for the WhatsApp Business API, allowing for automated handling of incoming messages, mass and proactive broadcasts, and centralized management of all inquiries in one interface. This enables businesses to maintain high service quality and respond quickly to client needs without leaving the platform.

Unique Advantages of NovaTalks

• Mobile Freedom – manage your sales from anywhere in the world through the mobile app.
• Personal Support – each business client is assigned a dedicated support manager.
• Business Customization – the option to request individual feature enhancements.
• Interactive Website Widget – modern design and one-click client connection.

NovaTalks is an omnichannel platform for comprehensive communication management that serves as a true command center for modern sales. Delegate routine tasks to the system and focus on what matters most — growing your business.

Want to learn how to integrate NovaTalks with your messengers? Request a free 30-minute demo tailored to your business needs!