First steps with Customer Support

Customer Support puts every message from your customers in one shared inbox: chat on your website, Zalo, Facebook Messenger, Instagram, TikTok, WhatsApp, Telegram, LINE, X and email. This checklist takes you from an empty inbox to your first answered conversation. You need to be an owner or admin, or have Customer Support: Manage.

Before you start, make sure Customer Support is on in Settings → Business settings → Modules (Turn modules on and off).

1. Add your website

Conversations belong to a website in Ha Tang, even those that come from Zalo or Facebook: it decides which reports, distribution rules and automation apply. So add your website first, even if you will not put the chat widget on it yet.

1. Open Customer Support → Channels.
2. Click Add channel, then Website.
3. Follow Install the chat widget to put the chat bubble on your site. If your site has sign-in, ask your developer to also recognise logged-in users so they show as Verified in the Inbox.

2. Connect the channels your customers use

Back in Customer Support → Channels → Add channel, connect the accounts where customers write to you today. Each one has a step-by-step guide:

New messages from a connected channel arrive in the inbox from then on. See How channels work for what each channel supports.

3. Invite your agents

Open Settings → Employees → Invite employee and invite each person who answers customers. The Support template gives them Customer Support: Work: they can reply and take conversations but cannot change channels or settings (Invite employees).

4. Decide who answers what

• Set up distribution rules so new conversations go to the right person automatically, or let agents take them from the inbox.
• Write canned responses for the questions you answer every day: prices, opening hours, shipping fees.
• Optional: let the AI assistant answer first, from your own knowledge, and hand over to your team when it should.

5. Answer your first conversation

1. Send yourself a test message, for example from your phone to your Zalo OA or through the chat bubble on your website.
2. Open Customer Support → Inbox. The conversation is at the top of the list.
3. Click it, type your reply and press Enter.

The reply reaches the customer in the channel they wrote from. Learn the rest of the inbox in The inbox.

6. Get notified

So that no customer waits, turn on browser push and sounds in your notification settings, and install the Ha Tang app on your phone.