Omnichannel conversational CRM for Zalo
Explore the features ofZCRM
From the unified inbox to nurture automation and AI, here are the main feature groups in ZCRM on both web and mobile.
Unified inbox & multi-account Zalo management
Track the health of every Zalo account on one board.
Manage many personal Zalo accounts from one screen, log in by scanning a QR code, and reconnect automatically after a dropped connection. The unified three-column chat (conversation list, message thread, customer profile) supports sending and receiving images, video, audio, files, animated stickers, and bank/QR cards. Media customers send is stored in a centralized library (folders, favorites, trash, watermarking) on the business's own infrastructure. Each Zalo account can run through its own proxy, and a "Channel Health" dashboard flags weak accounts before contact is lost.
Enterprise early bird plan
Multi-channel messaging
One inbox for every messaging channel your business uses.
Beyond personal Zalo, the inbox extends to Zalo OA, Facebook Messenger (via Pancake), Instagram DM, WhatsApp Cloud API, and an embeddable website webchat widget, all landing in the same inbox. It also includes a Zalo–Telegram bridge so an owner can follow and reply to Zalo conversations from personal Telegram.
Customer CRM & sales pipeline
Leads are shared fairly, with no more manual grabbing.
A centralized customer profile merges every Zalo account belonging to the same person, moving through a 5-stage pipeline (New → Contacted → Interested → Converted → Lost). The system automatically scores lead potential based on messaging behavior, helping reps prioritize customers close to closing. Lead Pool distributes leads to reps through a fair queue (FIFO), with a transparent log for managers. Customer phone numbers can be masked (Privacy PIN) to protect data when staff leave the company.
Lead scoring
Set scoring rules that match your own customers' behavior.
ZCRM automatically calculates a "heat" score for each customer based on messaging and interaction behavior, shown directly in the customer profile and on a "stuck leads" dashboard, helping reps know who to prioritize instead of guessing.
Appointments & reminders
Create, track, cancel, or complete customer appointments directly in the CRM. The system automatically sends appointment reminders via Zalo with a public link so the customer or rep can confirm Completed/Cancelled without logging in, reducing no-shows.
Bulk messaging & automated nurture sequences
Message many customers at once while keeping the sending pace under control.
Broadcast sends bulk messages with controlled pacing to avoid Zalo account locks. Multi-step nurture sequences automatically send a predefined series of messages. "Targets" configure friend-add and nurture campaigns at a safe, randomized pace. Reusable content blocks and message templates help the whole team reply consistently and faster, insertable with a "/" shortcut right in the chat box.
Multi-step nurture flows
One sequence, running automatically for hundreds of new customers.
Build an automated, time-based message sequence (for example, following up three days after adding a friend), reducing reliance on reps remembering to message each customer at the right moment.
Chatbot & AI assistant
Each chatbot can be assigned to a group or a single Zalo account.
The AI Assistant suggests replies, summarizes conversations, and analyzes sentiment right in the chat window, helping reps reply faster and more consistently. Businesses choose and load their own AI API key (Anthropic, OpenAI, Qwen, Kimi...) to control cost. An automated chatbot via the Dify bridge can be assigned to specific groups or Zalo accounts, answering customers around the clock based on a flow the business configures, drawing on a Knowledge Base of uploaded company documents so the bot doesn't make up answers. A quick FAQ module handles repetitive questions faster and cheaper than calling AI every time, alongside bot data permissions (Bot RBAC) with an access log.
Knowledge base for the chatbot
The bot only answers from documents your business provides.
Upload company documents, processes, and price lists as the chatbot's answer source, so it answers accurately instead of making things up.
Conversation routing, departments & permissions
Control who can view, chat on, and manage each Zalo account.
Three roles (Owner, Admin, Member) with different permission levels, plus department-based RBAC and customizable permission groups for larger multi-team businesses. Each Zalo account can grant View/Chat/Manage access separately per rep. An audit log records who did what on the system, supporting internal compliance and incident investigation.
Protecting customer data
Phone numbers only appear after entering the correct PIN.
Customer phone numbers are masked (Privacy PIN) in the friend list, customer profile, and customer files, revealed only with the correct PIN. This protects data from being copied out when staff leave.
Dashboard & reporting
See how your sales team is operating on one screen.
An overview dashboard with KPI tiles and charts for messages, pipeline, and lead sources helps business owners grasp operations every morning. Six reporting modules (executive overview, Zalo account operations, sales & team, pipeline & lead pool, customer engagement, audit & system health) offer different perspectives, exportable to Excel over a date range, plus advanced analytics for deeper data needs.
Integrations & API
Connect ZCRM to your internal systems.
A public REST API authenticated with an X-API-Key lets businesses connect ZCRM to internal systems (ERP, e-commerce sites...). Webhooks push real-time events (new message, new customer, Zalo connected/disconnected) to other systems. Built-in Google Sheets and Zapier integrations connect to existing no-code ecosystems.
Key features on the mobile app
Reply to customers with full context, right on your phone.
The ZCRM mobile app lets reps reply across multi-account Zalo conversations (images, video, files, voice notes, stickers, message recall, quoted replies), filter and search conversations by status/account/tag, view a 360° customer profile (lead score, stage, tags, notes, ad source), manage appointments and follow-ups, use ready-made message blocks, access a shared media library, and log in with two-factor authentication (MFA) via an authenticator app or backup codes.
Enterprise early bird plan
Build care workflows with AI prompts
Describe what to automate in plain language; AI builds the flow.
Type a request the way you would say it, for example “Gold-tier customers who haven't returned in 60 days get a Zalo message with a 20% voucher”. The assistant only combines blocks the system already has, asks instead of guessing when something is missing, and adds safety limits such as quiet hours and a per-customer message cap. Every generated flow starts as a draft for you to review, test and then switch on.
Enterprise early bird plan
Drag-and-drop workflows & run logs
See every step a customer goes through.
A drag-and-drop canvas with triggers (lapsed customers, birthdays, POS bills, incoming messages), branching conditions, delays, Zalo and ZNS messages, and voucher issuing. The management page shows which workflows are running, and the log records every run and every step.
Enterprise early bird plan
Membership tiers, points & vouchers
Keep customers coming back with an automated membership program.
Customers are ranked Bronze, Silver, Gold and Platinum by 12-month spend and earn points on every bill. Vouchers are issued by campaign or by workflow; the system tracks issued, redeemed and redemption rate, and staff scan codes at the counter.
Enterprise early bird plan
360° customer profile & campaign performance
Know how much revenue each campaign brings in.
The customer profile gathers visit and bill history from the POS, vouchers received, conversations and staff notes. Performance reports match redeemed vouchers against bills to calculate revenue per campaign and per workflow.
Enterprise early bird plan
Extended Zalo groups: join & invite
Manage every Zalo group your accounts are in from one screen.
Paste many invite links and your accounts join one by one at a safe pace. Invite people from an account's friends, a phone number list or a customer list; for Communities the system sends invitations instead of adding people directly.
Enterprise early bird plan
Group message campaigns & automatic engagement
Write once, send to many groups.
Send announcements to many groups on a schedule with spacing between sends. Background engagement rules let accounts read messages and react in groups like real people. Friend requests and messages to group members pass safety checks: skip existing friends, people who declined or were messaged recently, with a daily cap per account.
Enterprise early bird plan
Zalo OA, ZNS, ZBS & call center integration
Every customer touchpoint in one profile.
Zalo OA messages land in the same inbox as personal accounts. ZNS and ZBS send Zalo template messages by phone number for order confirmations, reminders and after-sales care, and can be a step in any workflow. Calls from the call center are attached to the customer's profile and care history.
