Reviews, online shops, payments: why send the link by SMS, not Viber

A message with a link is only worth something if the customer gets to the end. The browser the link opens in makes all the difference.

The problem: Viber’s “hidden” browser

When a customer taps a link inside a Viber message, in most cases their Chrome or Safari does not open. Instead a built-in browser opens inside the app. That browser is “empty”: no signed-in accounts, no saved passwords, no autofill.

The result? The customer sees a “Sign in” screen where they expected a single tap. Most of them:

get annoyed and leave because they don’t remember their password,
or suspect a scam (phishing), because they remember they never need a password on that site — so “something is wrong”.

With SMS the link opens in each phone’s default browser, where the customer is already signed in. No obstacles, no suspicion.

Viber

Review request via Viber

Customer taps “Review us on Google”

Viber’s in-app browser opens

Asked for Google email and password

Can’t remember it — closes the page

Lost review
Customer feels you wasted their time

SMS

Review request via SMS

Customer taps “Review us on Google”

Their phone’s Chrome or Safari opens

Already signed in to Google

Leaves stars and a comment in 20 seconds

More reviews
Better visibility on Google Maps and search

The same happens with online shops

A shop sends “You left something in your cart” or “Your order has shipped”. Inside Viber the customer is not signed in to their account.

Lost cart

The customer sees an empty cart or a login screen instead of their products. The purchase is not completed.

Scam suspicion

“I never need a password here — why is it asking now?” Careful customers close the page, thinking it’s phishing.

Lost revenue

Every extra step reduces sales. With SMS the link opens in the browser with saved details and autofill.

Rule of thumb: if the link leads to a page that needs a sign-in or trust — Google, shop, payment, booking, customer account — send it by SMS.

Where it makes a difference

Google reviews

After a visit, repair or purchase.

Online shops

Cart, order, shipment tracking.

Payments

Payment links and reminders.

Appointments

Confirm, change or cancel in one tap.

SMS and Viber — questions

Why does a link in Viber ask me to sign in?

Because Viber usually opens links in its own built-in browser. That browser does not share cookies, sessions or saved passwords with Chrome or Safari, so on any page that needs an account (Google, an online shop, a bank) the user appears signed out.

Where does a link in an SMS open?

In the phone’s default browser — Chrome, Safari, Samsung Internet or whatever the user has chosen. There they are already signed in to Google and the shops they use.

Can the customer change the setting in Viber?

Some versions offer an option to open links in an external browser, but very few users know about it or change it. You cannot build a campaign on that.

Which messages should go by SMS?

Any message with a link that needs a sign-in or trust: Google review requests, carts and orders, payments, appointments, shipment tracking, forms and surveys.

Send your first SMS free