Getting Started with Zalo OA

Guide Overview

Target audience: Any Viindoo user involved with Zalo channel — CS Staff, Sales, Accounting, Helpdesk, Admin/IT, Portal/Website Admin, Management/Operations.

Reading time: ~5 minutes.

Outcome: Understand what the Zalo OA suite includes, which module serves which purpose, and which guide to read when you need it.

What Zalo OA does for Viindoo

Zalo is the primary communication channel for most business customers in Vietnam. However, when staff answer on the separate Zalo OA app, conversation history becomes isolated from sales orders, support tickets, and customer records. This easily leads to lost history during shift changes, makes it hard to retrieve information when customers ask again, and prevents measuring channel effectiveness.

The Zalo OA suite brings Zalo channel into Viindoo: customer messages appear in Discuss, staff reply within Viindoo and customers receive replies on Zalo, and chat history can be attached to customer records or related business documents.

Staff no longer need to leave Viindoo to answer Zalo. Customers continue messaging on Zalo as usual.

Key Terminology

Some Zalo terms appear throughout this documentation:

Term	Meaning
OA (Official Account)	A business account on Zalo, used to communicate with customers.
Advisory Message (Tin Tư vấn)	A message staff sends to customers via Zalo OA. Per Zalo policy, can only be sent within 7 days from the customer’s last message.
ZBS (Zalo Business Solutions)	Zalo’s business solutions suite. In this documentation, ZBS Message Template is a structured message approved by Zalo, used to proactively send to customers (e.g., order confirmation, payment reminder).
Partner link	A connection between a customer’s Zalo account and a partner record in Viindoo. Ensures the right business information reaches the right person.

What’s in the Zalo OA Suite?

The Zalo OA suite has a core module and extension modules aligned with workflows. The Zalo OA core module is the mandatory foundation; extension modules serve CS, Sales, Accounting, Helpdesk, CRM, and Website/Portal use cases. Each extension module ships with pre-built ZBS message templates suited to its workflow — Admin only needs to submit them to Zalo for approval, no need to build templates from scratch.

Module	Main Function	Use When
Zalo OA core	Connect OA, send/receive two-way messages in Discuss, manage OA accounts and partner links.	Mandatory to install first — foundation for all other modules.
ZBS Message Templates	Manage ZBS message template lifecycle: create, submit to Zalo for approval, sync status, send to customers.	When you need to send proactive messages or Zalo-approved structured notifications.
Sales	4 pre-built templates for Sales Orders: Quote, Order Confirmation, Payment Received, Order Cancelled.	When your Sales team sends order updates to customers via Zalo.
Accounting	Payment Request template pre-built for invoices — auto-fills invoice number, amount, portal link, reconciliation code.	When Accounting reminds customers to pay invoices via Zalo.
Helpdesk	5 pre-built templates for support tickets: Create Ticket, Assign, Update, Complete, Request Rating.	When your Helpdesk team updates ticket status to customers via Zalo.
CRM	Tags leads with UTM medium “Zalo OA” when a staff member converts a Zalo conversation into a CRM lead (using the /lead command in Discuss).	When you want to measure Zalo channel effectiveness in CRM reporting.
Chatter Bridge	Syncs Zalo conversation history into the chatter of related business documents.	When you need to see Zalo history directly on sales orders, tickets, or leads.
Portal Login	Customers log into Viindoo portal using their Zalo account.	When you have a customer portal and want to reduce login friction.
Website Chat Button	Display Zalo chat button on website.	When you want customers visiting your website to be able to chat via Zalo.

Note

ZBS message templates must be approved by Zalo before sending. Zalo’s quota limits, sending fees, and policies may change — Admin should check current OA status and configuration in Viindoo before sending messages at scale. See template management guide at Create and Manage ZBS Message Templates (Admin/IT).

The Chatter Bridge module (syncing Zalo history into business documents) is enabled at Zalo ‣ Configuration ‣ Settings — see Configure Zalo OA.

Which page to read by role?

Your Role	Read	Goal
Admin/IT	Configure Zalo OA, Manage Zalo Partner Links	Connect OA and control customer mapping.
CS Staff	Reply to Zalo OA Messages	Answer customers in Discuss and manage 7-day Advisory Message window.
Admin/Marketing/Ops	Create and Manage ZBS Message Templates (Admin/IT)	Create, submit, and manage ZBS message templates.
Sales Staff	Send ZBS Message Templates from Sales Orders, Create Quotations Directly from Zalo Chat	Send ZBS from sales orders or documents; create quotes directly from Zalo conversations.
Accounting	Send Payment Request Messages via Zalo from Invoices	Send payment requests/updates via Zalo from invoices.
Helpdesk	Update Helpdesk Tickets via Zalo	Update ticket status to customers via Zalo.
Portal Admin / Customer	Log In to Portal with Zalo	Configure and use Zalo login for Viindoo portal.
Website Admin	Zalo Chat Button on Website	Enable Zalo chat button on company website.
Admin/Ops troubleshooting	Monitor and Troubleshoot Zalo	Diagnose send/receive errors, tokens, webhooks, quota.