Send ZBS Message Templates from Sales Orders

Guide Info

Target audience: Sales Staff

Reading time: 5-7 minutes on first read

Outcome: Send ZBS message templates from sales orders and verify send status

Warning

The screenshots on this page use hypothetical sample data. The Zalo accounts, contacts, conversations and messages shown are illustrative only and do not belong to any real person or business.

Note

Out of scope for this guide:

• Create or submit new ZBS message templates: see Create and Manage ZBS Message Templates (Admin/IT)

• Reply to customer care conversations in Discuss: see Reply to Zalo OA Messages

• Create quotations directly from Zalo conversations: see Create Quotations Directly from Zalo Chat

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When to Use This Guide

Use this guide when sales staff already has a quotation or sales order and needs to send a structured notification via Zalo to the correct customer — for example, to send a quote, order confirmation, payment received notice, or cancellation.

Example used throughout this guide: Sales staff Khánh opens the confirmed order S00048 for customer Gemini Furniture and clicks Send by Zalo to send the “Order Confirmation <order_code>” template. The template auto-fills the order code, confirmation date, total amount, and portal link — replacing a manual message that would otherwise need to be typed in the Zalo OA app. Sending from the document reduces retyping; Khánh still checks that the preview matches the order before sending.

Sending from a document can populate the order code, amount, and portal link from its data. Verify the preview because missing document data or incorrect parameters can still produce the wrong content. ZBS template administration (approving templates, syncing status, monitoring quality, and quota management) is handled by Admin in the template management guide.

See also

• Reply to Zalo OA Messages — Reply to Advisory Messages and switch to ZBS after the 7-day window closes

• Create Quotations Directly from Zalo Chat — Create quotations directly from Zalo conversations instead of from sales orders

• Create and Manage ZBS Message Templates (Admin/IT) — Check template status, submit for approval, and enable

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Step 1 — Check Prerequisites Before Sending

The Send by Zalo button appears when the sales order has a customer and the customer record has at least one send channel: a Zalo link or a phone number. It needs the Zalo - Sell from Chat module (viin_zalo_sale) and the pre-built sales templates it brings, which Admin must first submit to Zalo for approval.

Go to Sales ‣ Orders ‣ Quotations or Sales ‣ Orders ‣ Orders and open the order to send.

Note

If you don’t see the Send by Zalo button, check the customer record on the order:

• Is Zalo linked?

• Does the customer have a phone number?

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Step 2 — Open the Send Dialog and Select Recipient

Click Send by Zalo to open the Send Zalo Message dialog.

In the send dialog:

1. The Recipients field auto-fills from the customer on the document if found.

2. The Recipients field only suggests contacts who can be reached via Zalo (those with a Zalo link or phone number).

3. The ZBS Template field lets you select an approved template to preview its content in the dialog. It is already filled with the first approved template that fits the document: change it if you need another one.

4. In the preview, the values that come from a Manual Value parameter of the template are text boxes: click one to type the value for this message only. Other values come from the order and cannot be edited here.

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Note

The preview shows how the card will look. It is not proof that Zalo accepts or delivers the message: verify the parameters and check the actual send result.

Step 3 — Select an Appropriate ZBS Template

The ZBS Template field only shows templates that meet these conditions:

1. Template status is Approved.

2. You have permission to use the template.

3. The template applies to Quotations/Sales Orders or does not lock document type.

4. The template belongs to one of the companies enabled in the company switcher.

If you don’t see any templates, it’s usually because the template hasn’t been approved yet or you are not allowed to use it.

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Step 4 — Check Preview and Send

After selecting a ZBS template, the send dialog shows a content preview.

Before clicking Send, verify:

1. The recipient is correct.

2. The preview has no empty variables or unreplaced placeholders.

3. The template suits the business context of the order.

Click Send to dispatch the message.

The dialog may close after submitting the message. Closing it does not prove that Zalo accepted or delivered the message; check the send result in the conversation or ask Admin to check the Zalo message record and API response.

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Step 5 — Verify Send Result

Tip

Verify the send completed correctly before continuing with the order:

• The chatter of the order and the customer’s conversation in the Zalo menu both show a record of the message just sent.

• The sent message displays content that matches the customer, order code, and selected template.

• No empty variables or unreplaced placeholder text remains.

• If the system reports an error, don’t resend multiple times before checking the cause — this avoids the customer receiving duplicate messages.

Validation errors such as an unapproved template or missing recipient data may appear in the dialog. Other failures may be recorded on the Zalo message after submission. Check the message state and API response instead of relying on whether the dialog stayed open.

The chatter of the order also lists these Zalo messages. To send another one from the chatter, click Send message, then the Zalo icon (Send by Zalo) in the composer, then Send Template: the same Send Zalo Message dialog opens.

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Handling Common Issues

Template Does Not Appear in the Send Dialog

Common causes:

1. The template is not in Approved status.

2. The template does not apply to Quotations/Sales Orders.

3. You are not allowed to use the template (its Users list does not include you), or it belongs to a company that is not enabled in the company switcher.

Solutions:

1. Report to Admin to check at Create and Manage ZBS Message Templates (Admin/IT).

2. Verify that you are allowed to use the template.

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Send Fails With Error “Only Approved Templates Can Be Sent”

Cause:

1. The selected template was not approved or has changed status.

Solutions:

1. Select a different template that is currently approved.

2. Report to Admin to reprocess the template approval.

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Send Fails: Recipient Lacks Valid Send Information

Causes:

1. The customer has no Zalo UID and also lacks a valid phone number.

2. The template requires sending via phone number, but the customer record has no phone number.

Solutions:

1. Update the customer’s phone number.

2. Resync the customer—Zalo link if needed.

3. Retry after ensuring the recipient has valid send data.

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Preview Shows Empty or Incorrect Data

Causes:

1. Data on the order is incomplete.

2. Template parameter configuration is incorrect.

Solutions:

1. Review the data on the document.

2. If the document data is correct but the preview is still wrong, report to Admin to verify the parameter configuration in the ZBS template.

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Recipient Name Does Not Match the Correct Customer

Symptoms:

1. The customer name in the send dialog or Zalo conversation doesn’t match the customer on the order.

2. The customer record shows signs of duplication or incorrect linking to the person messaging via Zalo.

Solutions:

1. Stop sending to avoid sharing order information with the wrong person.

2. Ask Admin or CS Lead to verify the link at Manage Zalo Partner Links.

3. Resend after confirming the correct customer is linked.