Why repeated questions matter
Questions about prices, delivery fees, stock and orders interrupt selling and arrive outside office hours. Inconsistent answers undermine trust. The chatbot handles routine queries so staff can advise uncertain customers and resolve complaints; it does not replace the service team.
Four operating principles
Use only supplied documents and live approved data. Retrieve prices rather than invent them. For order lookups, match the order code with the purchaser’s phone and return status only, without disclosing addresses or other personal details. Hand over complaints, negotiation and unknown questions immediately. Clearly identify the assistant as AI and explain how to reach a person.
Zalo OA conditions
Use a verified Zalo Official Account, not a personal Zalo account. The Vietnamese source describes Growth and Comprehensive plans as API-enabled under the September 2026 policy, customer-interaction windows and limits on proactive notifications. We recheck current OA eligibility, message windows, quotas and notification templates before quoting. Zalo Bot is a separate account type, not the company’s OA. Personal-account scraping is not an official integration.
Website, Facebook and implementation
Website chat is an option while OA verification is pending. Facebook integration follows the platform’s approved messaging permissions and windows. Gather frequent real questions and correct answers, choose one channel, test pricing and handover cases, then review unresolved questions weekly. Maintain one source of product and policy information across channels.
Illustrative use and support packages
Illustrative uses include after-hours delivery questions, verified order-status lookups and shared answers across sales channels, assuming current policies and an accessible order system. Start with one channel and a handover rule; expand to order lookup and conversation summaries; add ongoing review for promotions and platform changes. Account plans, message fees and AI usage are separate operating costs confirmed during discovery.