Reply to Zalo OA Messages¶
Guide Info
When to use this guide¶
Use this when CS staff need to reply to customers directly from the menu in Viindoo.
Example used throughout this guide: Mr. Sơn messages the company’s Zalo OA to ask about delivery timing. CS staff Lan replies from Discuss and checks the send result. The next shift can review the same conversation. Lan replies within the allowed Advisory Message window; outside that window, she checks whether an approved ZBS template suits the customer’s request.
Note
This guide focuses on the reply workflow only.
If the OA is not yet connected or has no conversation data, see Configure Zalo OA.
Reply quickly in Discuss¶
Replying in Viindoo keeps the customer’s conversation available in Discuss for the next shift. Advisory Messages can only be sent within 7 days of the customer’s last message. Review pending conversations and check each send result; using a shared inbox can reduce the need to copy history between applications.
Go to .
Select the correct OA from the sidebar.
Open the customer conversation you need to handle.
Compose and send your reply.
Check the send status when an icon is visible. If it is missing, ask Admin to check the corresponding Zalo message record and API Logs.
After sending, the message is recorded in the Zalo conversation in Discuss so the entire CS team follows the same history. If the Zalo Chatter Bridge module is enabled (see Configure Zalo OA), the message can also be mirrored to the Chatter of related business documents. If this module is not enabled, the ops team only sees history in Discuss and must manually note it on documents if business logic requires it.
Tip
Checklist for correct workflow:
Working in the Zalo menu.
Selected the correct OA before replying.
Check the message status, or verify the corresponding message record if the icon is missing.
Customer in conversation is the correct person you need to help, not a placeholder or temporary contact.
Supported content and limits¶
Supported content types:
Text
Image
PDF file (max 5 MB)
Important limits:
Non-PDF files will be rejected.
Zalo channel composer does not support sending voice directly.
Understanding send status¶
When a status icon is visible, hover it to read the tooltip. The statuses mean:
Pending on Zalo — queued, not yet sent (hourglass icon)
Sent on Zalo — the sending API accepted the request; this does not prove delivery or reading (check icon)
Delivered on Zalo — a delivery receipt was received from Zalo (check-circle icon)
Read on Zalo — a read receipt was received from Zalo (eye icon)
Failed to send on Zalo — Zalo rejected delivery (times icon)
Consecutive messages from the same sender may be grouped in Discuss, and messages whose headers are hidden may have no status icon. The icon on another message does not describe the whole group. A missing icon does not prove that a message was sent, delivered, read, or failed. To verify a specific send, ask Admin to check its Zalo message record and API Logs. Delivery and read statuses update only when the corresponding receipt is received; some sending routes may not provide every receipt.
When to switch to ZBS templates¶
Example: Mr. Sơn (customer from Business OA) is waiting for a response. Based on the actual situation, choose the right sending method:
Situation |
Right method |
Action |
|---|---|---|
Customer is actively messaging for discussion |
Advisory Message |
Reply immediately in Discuss |
Reply fails due to send policy or you need to send proactively after a delay |
ZBS Template |
|
Send notification from a sales order |
ZBS Template |
Use the sales sidebar in Zalo Discuss — see Create Quotations Directly from Zalo Chat |
Note
Currently, ZBS template sending in the Discuss screen only works for templates linked to sales orders via the sales sidebar. Other ZBS templates linked to different documents are not yet available in this workflow.
See also
Send ZBS Message Templates from Sales Orders — Send ZBS templates from sales orders
Create Quotations Directly from Zalo Chat — Create a quote directly from a Zalo conversation
Manage Zalo Partner Links — Check and fix partner links when you cannot identify the correct customer
Monitor and Troubleshoot Zalo — Diagnose send errors and Zalo channel issues
Common exceptions¶
Message shows “Failed to send on Zalo”: Review the content/file being sent, then consider switching to ZBS if it’s a send policy issue.
Cannot see conversation in Zalo menu: Ask Admin to check OA status at Configure Zalo OA.
Cannot identify the correct customer to reply to: Escalate to Admin/CS Lead to check partner links at Manage Zalo Partner Links.
Team already replied from external OA app: Reopen the conversation in Discuss to check if messages synced, then continue handling in one place.
