Zalo OA

To install Nobichat for Zalo OA, go to the Nobi Pro management page Nobi Chat -> Nobi Chat Setting -> Select Zalo OA

1. General Setting

In the general settings tab, the system will display various features, which you can turn ON or OFF depending on your needs.

1.1 Sync Setting

Selecting Zalo OA -> Pressing the sync button will help you synchronize settings from the current OA to the chosen OA. Synchronizing settings from one OA to another will save you time, as you won't have to repeat the same action with a different Zalo OA.

1.2 Install Conversation

(1) Show unread conversations at the top: If ON, unread conversations will be shown at the very top.

(2) Transfer conversation into the lead: If this setting is ON, conversations containing phone numbers will be converted into leads. It can either convert automatically or you may need to manually initiate the conversion depending on the settings.

User converts conversation to lead manually
Automatically transfer the conversation in leads when there is a phone number

(3) Show the tag conversation name: If ON, the assigned conversation tags will display the tag names.

1.3 Set up notifications

(4) Notifcations Sound: If this setting is ON, when entering the chat screen, if there are new messages, the computer device will ring.

***Note: You must enable browser sound.

1.4 Automated Installation

(5) Automatically create orders: If this setting is ON, when a customer sends a phone number to the page or comments with a phone number, the system will automatically create an order for that customer.

1.5 Install Dialogue Processing

(6) Employees can view and manage Page conversations: Turn ON if you want to set up employees to be able to view and handle conversations, if no setting is applied, it will apply to all employees.

2. Quick Reply

Here you can configure functions for template messages. If you want to set up a function, you need to turn ON mode.

(1) Turn ON if you want to use the message template suggestion feature in conversations: Enter the conversation, type "/text" to display quick reply templates.

**Note: Type "/" outside of the value input textbox

(2) Turn ON if you want to manage message templates by topic

(3) Turn ON if you want the message to be sent immediately upon selection.

(4) Turn ON if you want to quickly search for message templates. This setting will help you search for message templates by order, by name, or by content on the message template management screen.

(5) Turn ON if you want to display only the content of the message template, other fields besides the content will be hidden.

2.1 Add New Quick Reply

to Add Quick Reply, please folows these steps:

(1) Click "Add" -> Add New Quick Reply Form displayed

(2) Name the message template -> Select a topic (if any)

(3) Content to be sent to the customer:

Insert automatic data: In the message content, you can insert some dynamic data in this section
Click on the image to upload an image/video/file if needed.

(4) Click "Add"

***Note:

Multiple contents can be created for one template message
If you choose to send a template message, the multi-content template will be sent with all its contents to the customer.

2.2 Update Quick Reply

To update quick reply, please folows these steps:

(1) Click the three dots on the right side of the quick reply

(2) Chọn "Edit" -> Update form display: Update name/content/image of message template

(3) Click "Save"

2.5. Delete Quick Reply

To Delete Quick Reply, please folows these steps:

(1) Click the three dots on the right side of the template message.

(2) Select ''Delete" -> The confirmation popup for deleting a message template is displayed.

(3) Click "Confirm"

Additionally, you can also delete multiple template messages at once by:

(1) Check the boxes next to the template messages.

(2) Click on "Delete quick reply"->The confirmation popup for deleting a message template is displayed.

(3) Click "Confirm"

2.4 Synchronize Quick Reply

Nobi Pro supports the feature of synchronizing template messages across multiple fanpages. To perform message synchronization, please follow the steps below:

(1) Click "Sync" -> The synchronization form is displayed

(2) Select the source page for synchronization

(3) Select the target page for synchronization

(4) Select the template message to synchronize

(5) Click "Sync"

3. Set up conversation assign

For the conversation setup feature, you can choose one of the following segmentation methods:

(1) The conversations undivided: All employees of the system will see all conversations from the time this feature is set up.

(2) Self-assigned staff: Employees will see all their conversations and conversations that are not yet managed by anyone. Employees can take over a conversation by assigning it to themselves.

(3) Automatic division by unlimited sequential

Employees will only see the conversations they manage. All new conversations will be automatically distributed sequentially to all employees with rights over the conversation.

If there is a priority setting, it will be distributed according to priority rights.
If there is a time setting, the system will only distribute conversations according to this time.

(4) Automatic division by limited sequential: Employees will only see the conversations they manage. All new conversations will be automatically distributed sequentially to all employees with permissions on the conversation.

If there is a priority setting, it will be distributed according to priority rights.
If there is a time setting, the system will only distribute conversations during this time.
The limited customer number is the total maximum number of customers divided by the number of employees per day.

(5) Self-receiving conversations: Employees will only see the conversations they manage, and if they handle all the assigned conversations, they will have the right to receive more conversations from the conversation list.

Note: For conversation distribution settings: Automatic sequential distribution without limit, Automatic sequential distribution with limit, and Automatic conversation acceptance, there is an option to set priority distribution. When the default priority option is enabled, the order of conversation distribution priority is arranged as follows:

Former manager
Priority settings
Page support staff

When the default priority option is disabled, the order of conversation distribution priority is as follows:

Priority settings
Former manager
Page support staff
Custom recall adjustment.

For conversations that have been handled by an employee, where the customer has made a purchase, but the customer returns to message the page -> The conversation may be transferred to someone else. To prevent the conversation from being recalled and distributed to another employee, you can set the number of days for the conversation not to be recalled, counting from the moment the order is finalized.

4. Automatic Message

Setting up the automatic messaging feature will help the Fanpage automatically respond to comments and messages from customers.

Turn ON automatic messages: The automatic message management list screen will be displayed. You can add/edit/delete/synchronize automatic messages.
Turn ON Keep conversation unchanged: Keep the status of unread, unreplied conversations sent by the page unchanged.

4.1 Add New Automated Messages

To add an automatic message, please follow these steps:

(1) Click "Add" at the automatic news list management screen

(2)select a template message

(3) Click "Continue" -> At this point, the screen will display advanced settings for you to choose and configure.

(3.1) All: If you check the checkbox -> All checkboxes below will be automatically checked

(3.2) Reply to messages when customers send a message: If you check this checkbox, the system will by default check the option

(3.2.1) Only send messages when the customer interacts after a period of time: If you check this checkbox, you need to enter the number of minutes below so that after the customer interacts, the system will automatically send a message to the customer after the number of minutes entered above.

(3.2.2) Only apply to messages from new customers: If you check this checkbox, the system will automatically send a message to customers who are messaging the Fanpage for the first time (including those who have previously commented) (3.3) Reply to comments when customers comment: When a customer comments on a post, the system will automatically reply to the customer's comment, if the customer comments multiple times on one post, all automatic replies will be within the first comment.

(3.3.1) Only apply to the first comment of each customer on a post: If a customer comments multiple times on a post, the automatic reply will only be for the first comment

(3.3.2) Only apply to comments with a phone number: The automatic reply will only respond to comments that include a phone number.

(3.3) + (3.3.1) + (3.3.2) If the customer checks all three checkboxes, if it is a phone number or the first message in the post, the comment will be automatically replied to

(3.4) Send a message when customers comment: If you check this checkbox, the system will automatically message the customer when they comment on a post.

** Note: This feature will apply to cases where messages are replied to through comments.

If the customer has previously interacted with the page or has not violated Facebook's policies, then the reply through comments will be sent.
If the customer has never interacted with the page before or has violated Facebook's messaging policies, then the reply through comments will only send text or images (if the message content includes both images and text).
If the template message has multiple contents, the system will randomly send content to the customer.

(3.4.1) Only applies to comments with a phone number: The system will send a message to the customer when the comment is a phone number.

(3.4.2) Only applies when there are keywords: The system will automatically send a message to the customer when the comment contains keywords that you have set up.

(3.4) + (3.4.1) +(3.4.2) If the customer checks all three of these checkboxes: If it is a phone number or a comment containing keywords, an automatic message will be sent to the customer.

4.2 Synchronize messages automatically

To synchronize messages automatically, please follow these steps:

(1) Click "Sync" on the automatic message management screen.

(2) Select the page to sync

(3) Select the target sync page

(4) Select the automatic message you want to sync

(5) Click "Sync"

5. Phone Number Setting

To prevent the system from mistakenly saving the shop's phone number as the customer's, Nobi Pro provides a phone number setup feature. For the phone numbers set up here, the system will ignore them when processing messages. Therefore, the system will not automatically create orders or convert conversations into Leads with these numbers.

Additionally, in the phone number settings, you can also set the minimum and maximum length of phone numbers that the system will process.

6. Automated Order

One of the superior features of the Nobi Pro system that must be mentioned is the Automated Order: When customers enter comments with content as set up, the system will automatically create an order for that customer. If you want to add multiple different contents, separate them with a comma.

To set up this feature, you just need to enter the keywords into the box as shown below, and then click "Save Settings".