Articles on
Automation
Flows, workflows, routing, SLA targets, campaigns and Zalo ZNS.
Flows & workflows3
- Greet and qualify customers with flowsA flow is a scripted bot that greets customers, asks questions, shows buttons and products, and passes the conversation to the AI or your team.
- Automate follow-up work with workflowsRun a series of steps when something happens in a conversation, such as an order being paid, a low rating or a customer left waiting.
- Auto-reply to commentsAnswer comments on your Facebook, Instagram, TikTok and X posts automatically, in public and by private message, so commenters end up in your inbox.
Routing & SLA2
- Distribute conversations with rulesDecide automatically who gets each new conversation, by channel, keywords, tags and office hours, with round robin or the least busy agent.
- Set SLA targetsDecide how fast tickets must get a first reply and be resolved, per priority, with an option to count only your business hours.
Campaigns & ZNS2
- Invite visitors with campaignsShow a proactive message or a lead form next to the chat button when a website visitor matches the page, time, scroll or source you choose.
- Send Zalo ZNS notificationsSend approved Zalo template messages, such as order confirmations and payment reminders, to customers' phone numbers through your Official Account.
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