Answer your Zalo customers from the same inbox
Connect your Zalo Official Account and every message people send you arrives in Vera.Support, next to your other channels. Your team replies from one place, and the chatbot can answer too.
This is for businesses that already have a Zalo Official Account and want those conversations handled by the same team and tools as the rest of their support. The setup runs partly on the Zalo developers site and partly in your panel at cloud.vera.support, so keep both open.
Step by step
Turn on the Zalo app
In your panel, open Settings > Apps and activate the Zalo app. This adds the Zalo section to your settings, where the rest of the details go.
Create your app and copy the keys
Create an app on the Zalo developers site. Copy the Application ID and the Application secret key into Settings > Zalo.
Set up the webhook and its events
Take the URL from Settings > Zalo > Synchronization > Webhook URL and set it as your webhook on the Zalo side. Copy the OA Secret Key back into Settings > Zalo > Synchronization > OA secret key. Enable these events: user_send_location, user_send_image, user_send_link, user_send_text, user_send_sticker, user_send_gif, user_received_message, user_seen_message, oa_send_text, oa_send_image, oa_send_list, oa_send_gif, user_send_audio, user_send_video, user_send_file, user_reacted_message.
Link your Official Account
Go to Official Account > OA Management on the Zalo developers site and link your Official Account to the app you created.
Get the refresh token
Open Tools > API Explorer and pick OA Access Token. Get the token for your Official Account, then paste the Refresh token into Settings > Zalo > Synchronization > Refresh token.
Add a tester, then submit for review
Under Role, add a test user as an admin so you can try the integration before it goes live. When you are ready, go to Sign up to use API > Official Account API, enable User Management and submit for review.
Settings reference
| Setting | What it does |
|---|---|
| Application ID | Identifies the app you created on the Zalo developers site. |
| Application secret key | The private key that lets your Zalo app and your panel talk to each other. |
| Webhook URL | The address you give Zalo so incoming messages are delivered to your inbox. |
| OA secret key | The Official Account secret that verifies the webhook traffic reaching you. |
| Refresh token | Keeps the connection to your Official Account authorised so replies keep sending. |
Good to know
An Official Account is required
This channel works with a Zalo Official Account. A personal Zalo account is not enough.
Test with an admin user first
Add a test user as admin under Role on the Zalo developers site. That way you can check the connection before the review is finished.
Review comes at the end
You still need to enable User Management under Sign up to use API > Official Account API and submit the app for review. That decision sits with Zalo.
Sliders only send their first element
If you use the slider rich message, only the first element is sent on Zalo. Choose a different rich message when the rest matters.
Follow-up and offline messages behave differently
The follow-up message always sends on Zalo, even when an agent has replied. The offline message sends, but without the timetable.
Your usual tools carry over
Zalo conversations work with queue and routing, the chatbot, human takeover and the AI features.
Common questions
Do I need a Zalo Official Account, or will a normal account do?
Can the chatbot answer Zalo messages?
Can I try it before Zalo approves my app?
Which webhook events should I switch on?
Where does the refresh token come from?
Does connecting Zalo cost more?
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