Can we send images?
It is possible, but HexaSync advises against it because: The link-sharing feature is not an error; the HexaSync team implemented it to mitigate various file transfer issues.
Freshchat and Zalo have different file format limits and size restrictions, so transferring files may sometimes succeed and sometimes fail.
Using a URL ensures that the recipient receives the file.
However, it can be done upon request, which will incur additional costs.
Is the synchronization of Zalo messages in accordance with Zalo OA’s policy (7 free messages)?
It follows the policy of Chat CRM; Zalo offers around 2,000 free messages per day. If you exceed 2,000 messages, Beehexa will estimate and send a quote to users.
Does Zalo restrict messages to 24 hours? What about Freshdesk?
Yes, there is a similar 24-hour restriction with Freshchat. It is recommended to set up automatic messages.
Can customers find us using their phone numbers?
Yes, customers can find your Zalo OA using the phone number registered.
Does the pricing include converting messages into tickets?
Freshdesk supports this. The quote only covers integrating Zalo OA with Freshchat. If ticket creation is required, additional setup will be needed, and HexaSync will guide the customer.
When sending bulk messages to customers, will the clinic do it manually or is there an option?
There will be an option. At that time, the clinic and HexaSync will collaborate to determine where messages will be stored and how to create message lists
Why can we send notification messages and appointment reminders to 500 customers while still using Zalo OA?
You need to ask the customer if they have registered a Zalo OA account and understand how to use Zalo OA. If not, you can explain how HexaSync uses Zalo OA for customer care.
Is it possible to synchronize calls from Zalo OA to ME?
Beehexa has never synchronized calls from Zalo OA to other software. Beehexa’s clients only synchronize messages. However, Beehexa has partners that provide Call Center services and can support Netnam in a later phase.
If using Zalo OA’s Call Center service, can calls still be made?
Yes, but integration is still necessary, and Beehexa must support that part.
Can HexaSync sync survey forms to Zalo?
Zalo does not have an API to support surveys. If you want to conduct user experience surveys, Beehexa proposes alternative methods:We can create a form and then send a link to the survey automatically to customers whenever an Igloo employee clicks the “Mark Solve Conversation” button (to end a conversation).
OR, Beehexa can configure an additional command (e.g., /survey) so that whenever an Igloo employee in FC presses this command, the survey link will automatically be sent to the customer on Zalo
When synchronizing files, can files be stored for more than 7 days?
HexaSync can do this, but the customer must bear additional infrastructure costs for data storage.
For instance, when Igloo receives a file, the system will immediately store that information in a location other than Zalo Cloud, so even after the 7-day period expires, when Igloo clicks the link, we can retrieve that file.
Important note: This may affect real-time message synchronization.
If customers do not follow but still message via Zalo OA, will it synchronize with Freshchat in real-time?
The answer is YES. Messages will be synchronized in real-time regardless of whether the customer has followed OA, as long as the user messages the Zalo OA for the first time using their phone. Additionally, after that first time, the device they use to message does not matter, and it will still synchronize normally.
When conducting surveys on ZNS, can the reports be pushed to ME?
HexaSync has not done this yet. But if there is an API, HexaSync will be able to support it. Additionally, ME must have a place to receive the reports for them to be pushed in. Another option is to transfer data to PowerBI or other reporting tools for reporting purposes.
