Unified Inbox

Every chat channelin one inbox

Messages from personal Zalo, Zalo OA, Facebook Messenger, Instagram, WhatsApp and your website chat widget arrive on one screen, so the whole sales team replies without switching apps or browser tabs.

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3-column chat: conversation, content and customer profile on one screen
A customer messaging from several Zalo accounts is still recognized as one person

Unified Inbox

Explore the features

The unified inbox does more than collect messages: customer profile, history and message templates sit right next to the chat window so sales replies faster.

Screen for connecting social channels to ZCRM — Channel connections
Turn on each channel in Settings and its messages start flowing into the shared inbox.

Screen for connecting personal Zalo and Zalo OA — Personal Zalo & Zalo OA
Run personal Zalo and an official Zalo OA side by side in the same inbox.

Webchat widget embedded on a company website — Website webchat
Embed a chat widget on your website so visitors chat directly without adding Zalo or a phone number.

Zalo group conversation inside the ZCRM inbox — Group conversations
Track and reply to Zalo group chats in the same interface as 1-to-1 chats.

Compact chat window view in ZCRM — Compact chat view
Collapse the chat panel when you need to see more customer information on the same screen.

One inbox for every messaging channel

No matter which channel a customer messages from, it lands in the same inbox and the same customer profile.

Personal Zalo
Zalo OA
Facebook Messenger
Instagram DM
WhatsApp
Website webchat
Telegram bridge
3-column chat
Multi-format media
Insert templates with "/"

3-column chat

Conversation, content and customer profile on one screen

The main chat sits between two columns: pending conversations on the left, the customer profile with history, appointments and tags on the right. Sales never has to switch tabs to look something up.

A customer who messages through several different Zalo accounts is still recognized as the same person, so the care history never gets split.

Send and receive images, video, audio, files, animated stickers, bank cards and QR codes
A customer messaging from multiple accounts is still recognized as one person
Type "/" to quickly insert the team's saved reply templates

Configuration screen for connecting social channels

Channel connections

Add a new channel right from Settings

Pick the channel to connect, follow the setup steps, and messages from that channel start arriving in the shared inbox as soon as the connection succeeds.

An official Zalo OA runs alongside personal Zalo, together with Facebook Messenger via Pancake, Instagram DM and the WhatsApp Cloud API.

An official Zalo OA runs alongside personal Zalo
Facebook Messenger (via Pancake), Instagram DM, WhatsApp
Webchat widget embedded on the company website

Website webchat

Visitors chat right on your website, no need to add Zalo

Embed the chat widget on your company website; visitors click and start chatting immediately, with messages landing in the same shared inbox as every other channel.

Sales handles webchat with the exact same workflow already used for Zalo and other channels, with no separate tool to learn.

Embed with a script snippet added to the website
Webchat messages land in the same inbox as Zalo and other channels
Visitors don't need a Zalo account or phone number

One inbox, six channels

Personal Zalo, Zalo OA, Messenger, Instagram, WhatsApp and webchat all arrive on the same screen.

One customer, one profile

A customer messaging across several accounts or channels is still merged into a single profile.

Stable media storage

Files customers send are stored on the business's own infrastructure and are easy to look up later.

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See ZCRM bring your chat channels into one inbox

Book a demo so the ZCRM team can walk you through connecting each channel and trying the 3-column chat with your own data.

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