Zalo Integration Instructions

——Learn the specific steps for integrating Zalo services with the Zhichi customer service workstation through this article;

Preparation Work

● An account with administrator privileges for the Wisdom Tooth system. ● An account with administrator privileges for the Zalo OA management backend. ● An account with administrator privileges for the Zalo OA developer platform. ● A valid Vietnamese mobile phone number.

Authorize Zalo Application

● Start Integration

In the Marketplace - Social Media, find the Zalo app and click to start integration.

Figure 1: Zalo

Get Application Information

● Create Zalo Application

If you do not have the Zalo app, please follow the official documentation (opens new window) to create an application.

● Get the application ID and secret key

Find the application you want to authorize, copy the obtained application ID and key, and fill them into the system later.

Figure 5: ID and Key

Figure 6: ID and Key

After the application is successfully created, set it to active.

Figure 19: Application Status

Register the APIs you want to use and enable the APIs in the image below.

Figure 20: API

● Verify Domain Name

First, obtain the verification URL in the system.

Figure 2: URL

View the second domain verification method in the official documentation (opens new window) and complete the domain verification. Domain name verification has a slight delay, which can be checked 3-5 seconds apart and 2-3 more times.

Figure 3: Domain Name Verification

You can add the meta tag obtained in Zalo to the system.

Figure 4: Meta Tags

Fill in the callback address

● Callback URL

Get the Callback Url in the system.

Figure 7: Callback Url

Fill in the Callback Url in Zalo.

Figure 8: Callback Url

Select the following permissions:

Figure 9: Permissions

● Webhook URL

Get the Webhook URL in the system and fill it into Zalo's Webhook URL.

Figure 10: Webhook URL

Select the events that need a callback:

Figure 11: Callback Event List

Figure 12: Check Callback Event

● Select Zalo OA

Select the Zalo OA account that this app will act as a proxy for.

Figure 16: Select OA Account

● Go to Authorization

Click the "GO to Authorize" button.

Figure 13: Deauthorize

Figure 14: Invoke Authorization

Figure 15: Authorization Successful

Zalo Tag Configuration

Zalo OA can tag users. When users ask questions, if you want to use these tags for routing allocation, such as assigning users with the VIP tag to customer service agent A, you can achieve this through the following features.

● Set up the mapping between Zalo tags and CRM tags

Establish the correspondence between Zalo tags and CRM tags.

Figure 17: Associated Tags

Note: When you create new tags on Zalo or CRM, you need to manually maintain the new corresponding relationships here. Similarly, when you delete tags on Zalo or CRM, you also need to manually unbind the corresponding relationships. If you do not unbind them, the relationships will no longer take effect.

● Set Routing Rules for CRM Tags

In Live Chat - Settings - Chat - Customer Assignment Strategy, you can set trigger conditions for customer tags to achieve customer allocation based on tags.

Figure 18: Tag Routing