Sales & customers
Every customer message in one inbox, with AI answering first
Messages from Zalo OA, personal Zalo, Facebook Pages (post comments included) and your website live chat arrive in one view. An AI agent answers from your own documents and hands over to your team when needed; anything that needs follow-up becomes an SLA ticket.
Zalo OA · HaShop · #2410-031How it works
What happens to a customer message
Illustrated with the sample store HaShop: Thao asks about a shirt size on Zalo OA.
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A message arrives
Zalo OA, personal Zalo, Facebook Pages and live chat in one inbox.
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The AI agent replies
Answers from the documents and price lists you upload.
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An agent steps in
The AI hands over when needed; agents get suggested and drafted replies.
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An SLA ticket
Follow-up work gets an owner and an SLA deadline.
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Into the CRM
Create a lead, quote or sales order right from the chat.
FanpageOne screen, not five tabs
Conversations, the chat and the customer profile side by side, filtered by channel, owner, label or status.
AI handles the repetitive part
The AI agent answers common questions from your documents and price lists, creates a lead once it has the details and steps aside when a person is needed.
Requests don’t get lost
Issues become tickets straight from the conversation, with an owner, an SLA deadline and warnings before it is breached.
Capabilities
What’s inside Omnichannel inbox & support
Four channels, one view
Zalo OA (OAuth), personal Zalo (QR sign-in, groups included), Facebook Pages with comments, and an embeddable live chat. Replies sent from the Zalo OA or Meta pages show up in the inbox too.
An AI agent that knows your documents
Upload PDFs, price-list spreadsheets and text; assign agents per channel with working hours and greetings. The AI can read photos customers send and summarises conversations for your team.
Suggested replies & AI drafts
Agents get suggested replies or let the AI draft one to edit before sending; a “Teach AI” button corrects wrong answers for next time.
Conversations linked to the CRM
Link a conversation to a contact or company; create a lead, quote, sales order or ticket from the chat, and see related deals, orders and tickets.
Tickets & SLAs
Nested support categories, SLAs by priority (first response, resolution, escalation), optional business-hours clocks, and warnings before and after a breach.
Automatic assignment
Round robin, least busy or manual; conditions on category, source and priority; per-agent ticket caps and canned responses.
Chat channels come with the multichannel chat add-on (one Page per channel). All-in-one lets every user work the inbox but includes no channels. The 14-day trial includes 3 channels.
Tickets & SLAs
Follow-ups get a deadline and an owner
- Create tickets from conversations, live chat or internally
- First-response, resolution and escalation SLAs by priority
- Round-robin, least-busy or rule-based assignment
- A dashboard for SLA compliance, response times, reopen rate and per-agent performance
Getting started
4 steps to get going
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1
Connect channels
Sign in to connect Zalo OA and Facebook Pages, scan a QR code for personal Zalo, and paste the live-chat snippet into your site.
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2
Load knowledge
Upload documents and price lists for the AI and write canned replies for your team.
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3
Set access & routing
Choose who works each channel, enable automatic assignment and set ticket SLAs.
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4
Watch quality
Follow the ticket dashboard, chat-support reports and AI logs & costs.
FAQ
Frequently asked questions
Call 1900 636 400 or book 30 minutes with the CNV team.
Hours: Monday – Saturday, 8:30 – 17:30 (GMT+7)
Will I see old messages after connecting?
No. The inbox receives messages from the moment you connect; older messages stay in the Zalo OA manager or Meta Business Suite.
Which AI models are used, and who pays for them?
The agent runs on a Claude (Anthropic) or OpenAI key that your business adds; usage and cost appear under AI logs & costs. Admins can switch AI off for the whole workspace.
Is WhatsApp, email or Instagram supported?
Not yet. The inbox currently handles Zalo OA, personal Zalo, Facebook Pages (messages and comments) and live chat; other channels show as “coming soon” in the app.
How reliable is the personal Zalo connection?
Personal Zalo connects through a QR sign-in. It isn’t an official Zalo integration, so it can drop without notice (the app warns you). For your main customer channel, use Zalo OA.
Ready to bring your whole team into one workspace?
Book 30 minutes with the CNV team to see CNV Work on sample data shaped like your business — or start a full-featured 14-day trial yourself.