Connect a personal Zalo account

Many shops sell through a personal Zalo account: the shop's phone number or a salesperson's. Connect it by scanning a QR code, and its 1-1 chats, Zalo groups and friend requests land in the Inbox, where several agents can answer on the same number. Distribution rules, flows and the AI assistant work as on every other channel.

Unlike a Zalo OA, a personal account has no reply window and no paid package: you can answer customers at any time.

What it supports

Before you start

• A phone with the Zalo app, signed in to the account you want to connect.
• The Manage level on the Customer Support module.
• At least one website under Customer Support → Channels. Conversations belong to a website, which decides their reports, distribution rules and automation.

Connect the account

1. Go to Customer Support → Channels, click Add channel and pick Zalo personal under Messaging apps.
2. If the business has several websites, choose one under Attach new connections to site.
3. Click Add a Zalo account. A QR code appears.
4. On the phone, open Zalo and tap the QR scanner icon at the top.
5. Scan the code, then confirm the sign-in on the phone.

The dialog says "Name is connected. New messages will land in the inbox." and opens the account's page. The account appears under Messaging apps with the status Active, its phone number and its number of friends.

If the code expires, click New code. If you decline on the phone, the dialog says so and you can start again. A Zalo account can belong to only one business at a time.

In the inbox

• Reply to a specific message. Click Reply under it; the customer sees your message quoting it.
• Forward. Click Forward under a message, search the account's other Zalo conversations, pick one or more and send.
• Recall. Recall a message you sent from the message menu. When the customer recalls a message, the conversation gets an internal note with the recalled text.
• No window. There is no 24-hour or 48-hour limit; reply whenever you like.

Zalo groups

Every Zalo group the account is in becomes one conversation, and each message shows who sent it. The Zalo button in the conversation header gives you:

• in a 1-1 conversation: Create a Zalo group with this customer and people you pick from the account's contacts;
• in a group conversation: the member list, Add members from contacts, remove a member, and rename the group. If Zalo refuses a change, for example because only the group's admins may make it, Ha Tang shows Zalo's error.

The conversation also records when someone joins, leaves or is removed, and when the group is renamed.

Friends and customers

• Incoming friend requests show in the conversation with Accept and Decline.
• Send a friend request from the Zalo button of a 1-1 conversation, with an optional message.
• Contact sync. The friend list is copied into Customers when you connect and then once a day, so you can filter, tag and follow up friends like customers from any other channel.

Distribution and automation

To send these conversations to one team, tick Zalo personal under a distribution rule's Channels (none ticked = any). Flows and the AI assistant apply as on other channels.

Limits

• Ha Tang sends one account's messages one at a time, with a short gap between them, to stay within Zalo's anti-spam limits.
• Follow Zalo's anti-spam rules: do not message strangers in bulk, or Zalo may restrict or lock the account.
• Zalo calls are not supported; use the phone or Zalo PC.
• The maximum number of friends is set by Zalo for each account.

When the session ends

The Zalo session ends when someone signs in to Zalo Web, the account signs out on the phone, or Zalo asks to sign in again. The account's status changes to Needs reconnecting, its page shows the reason (or Interrupted), and sends fail. Click Scan the QR code again on the account's page and scan with the phone; conversations and settings are kept.

Click Disconnect at the bottom of the account's page to stop receiving messages. Past conversations are kept, and connecting the same account again later brings its history back.

Troubleshooting