Every channel in one list
The Chat page has "All channels", "Internal" and "Room Chat", plus filters for Zalo, Zalo OA, Facebook, WhatsApp and LiveChat. Each channel appears once it is connected.
hChat · Omnichannel chat
Every customer message in one inbox, each with an owner
Customer messages from Zalo, Messenger, your website and internal chat sit in one list. Each conversation is linked to a customer record, has a clear owner, and gets AI help only where you allow it.
The problem
Customers write in five places, staff open five apps
A customer asks the price on Zalo, follows up on Messenger, then chats on your website. Each employee holds one phone and one account, so a message lands on the phone of someone who is off today and the customer waits.
- Messages are scattered across personal accounts and phones, so nobody sees the whole picture.
- It is unclear who owns which customer, so some chats are forgotten and others get two replies.
- When an employee leaves, the chat history with your customers leaves too.
How hOne solves it
One inbox, every conversation has an owner
hOne brings your channels into the Chat page. You filter by channel, link a conversation to a customer, assign it by rules and track waiting customers. The history stays in the company system, not on a personal phone.
Key capabilities
Link chats to customers
See the customer orders, quotations and contracts next to the messages. Messenger chats link automatically when the customer leaves a phone number or email.
"/" commands in the chat box
Type "/" to pick /baogia, /donhang, /thu, /hoadon, /viec, /lich, /nhac... AI only creates drafts and never sends to the customer. "@ai" asks about contracts, quotations or balances; only you see the answer.
Automatic assignment
Set rules by channel, customer tag or intent: keep the previous handler, round robin, fewest open chats. Only people who are online, not on leave and within working hours get chats; a test button previews a rule.
The team on one conversation
Internal notes the customer cannot see, @mentions, assigning, accepting and sharing conversations. Unanswered messages stand out in the list.
Canned replies and send-time translation
Call canned replies with "/" (for example /camon), shared or personal. Turn on "Auto translate on send" to type Vietnamese while the customer reads their own language.
No customer left waiting
Get alerts for customers waiting with no reply after the hours you set. When staff switch AI off in a conversation, the owner is reminded, a manager is notified and it is logged in a report.
Permissions and privacy
Grant access per channel account: full access or per conversation, with a limit on how far back messages are visible. Every grant is logged.
How it works
Connect channels
In Chat, open Channel accounts to add Zalo (scan a QR) or WhatsApp. Connect Facebook Pages and Zalo OA under Settings, Integrations. Create a LiveChat widget for your website.
Set access and assignment rules
Share each channel account with the right staff, then create assignment rules in Chat config. The "Test run" button shows who a sample conversation would go to without saving anything.
Reply and link customers
Staff reply in one chat window, link the customer, use canned replies, "/" commands and internal notes. Sent and received messages update in real time.
Monitor and tune
Check the daily assignment report and waiting-customer alerts. Adjust rules, reply deadlines and working hours to fit your team.
A real workflow
Ms Lan asks the price of meeting tables via Zalo OA
Công ty ABC has three sales staff sharing a Zalo OA and a Messenger page. The assignment rule: keep the previous handler, otherwise round robin.
- Ms Lan (Cửa hàng Demo)Writes to the Công ty ABC Zalo OA: needs a quote for 20 meeting table sets.
- hOneMs Lan has no owner yet, so the round robin rule assigns the chat to Minh. Minh gets an "assigned to you" notification and taps Accept.
- MinhLinks the chat to the Cửa hàng Demo customer and types "/baogia 20 meeting table sets". hOne creates a draft quotation for that customer.
- MinhOpens the quotation, checks the unit prices and only then sends it to Ms Lan. He types "/nhac" to set a follow-up reminder for tomorrow afternoon.
- ManagerAt the end of the day opens the "Today" report of the assignment rules: chats assigned, in the queue and reassigned.
Connects with the rest of hOne
Zalo personal & OAPersonal Zalo and Zalo OA are the main channels for Vietnamese customers and appear in this inbox.AI assistant & KnowledgeThe knowledge base and AI tools decide what AI answers on each channel.CustomersConversations link to customer records; order and quotation history shows next to the messages.QuotationsThe /baogia command creates a draft quotation from the conversation.Tasks & projectsThe /viec command and "create task from message" turn a customer request into a task.
Frequently asked questions
Which channels can I connect?
Personal Zalo, Zalo OA, Facebook Messenger, WhatsApp (enabled on request for your company account), website LiveChat, internal chat and Room Chat.
Which employees can see a customer message?
People who were granted access to that channel account (full access or per conversation). By default admins cannot read staff personal Zalo unless it is shared with them, and every grant is logged.
Does AI send quotations or invoices to customers by itself?
No. /baogia, /donhang and /thu only create drafts, and /hoadon only opens a pre-filled VAT invoice form without issuing or sending it. You review and then send.
Can I send bulk messages?
Yes for personal Zalo: Broadcast picks recipients from existing conversations, sends 6 to 30 messages per minute, now or on a schedule. On the other channels you reply to each conversation in the inbox.
Which plan includes Chat?
Chat is included from the Standard plan up and the Zalo module from the Premium plan. Your own plan may differ, so ask hOne for the exact answer.
More in this area: Omnichannel chat & AI
Zalo personal & OAPersonal Zalo via QR and official Zalo OA: conversation access, contacts, broadcast, AI.WhatsApp personalLink a WhatsApp number by QR, chat 1-to-1 in the shared inbox, with sending limits that protect your number.Facebook MessengerPage Messenger in the shared inbox: one-tap phone request, auto customer creation, Lead Ads leads.Livechat AIA website chat window from one snippet: AI replies, customer verification, staff handoff, assignment.AI assistant & KnowledgeKnowledge base, AI tools, customer verification, AI simulator and a work assistant for your team.