When customer messages come from everywhere

If you have ever had to check messages in many places every day: Facebook, Zalo, WhatsApp, Gmail… — you will understand how confusing it is.

Each platform has its own interface, a conversation thread, customer information is scattered, and just one minute of inattention can cause you to miss an important message or lose an interested customer.

For small businesses, managing multi-channel inboxes is not only time-consuming but also prone to errors: two employees reply to the same customer, or worse… no one responds at all.

GTG CRM Messaging – Gather all conversations in one place

GTG CRM's AI-integrated Messaging was born to end that "channel chaos".

Instead of opening each individual application, you can now monitor, reply and manage all messages from 7 platforms – Zalo, Facebook, Gmail, Outlook, WhatsApp, SMS and Yahoo – right in a single interface.

GTG CRM's AI not only gathers messages but also understands the content and suggests responses according to each context channel. Whether customers ask via Zalo or send an email, you can respond quickly, in the right tone, on time and on time.

In addition, the system also supports:

• Label and allocate conversations to each responsible employee.
• Save the entire conversation history in CRM to understand each customer's journey.
• Integrate Live Chat AI so you can chat directly on the website while still being supported with smart response suggestions.

Detailed instructions: Manage messages with AI in GTG CRM

Step 1: Connect the messaging channel

After logging in to GTG CRM, go to Messaging & Voice → Channel Integration, Select the platforms you want to link.

GTG CRM supports 7 popular channels: Zalo, Facebook, Gmail, Outlook, WhatsApp, SMS and Yahoo.

After multi-channel integration, the system will automatically collect and synchronize multi-channel inboxes to a single dashboard .

Step 2: Manage and reply to messages with AI

After connecting, messages from channels will be displayed in the tab Messages.

Here, you can:

• View conversations in real time.
• Reply right on the same interface.
• Attach a label (e.g., “New customer”, “Processing”, etc.).
• Assign the conversation to another employee.

In case you are confused and do not know how to respond to a customer, you can enter a simple command or keyword to ask AI for support.

AI will read the context of the conversation and suggest some suitable responses for each channel for you to choose or edit before sending.

For example, if a customer asks about the price, AI can suggest Sample feedback is for reference only; If the customer asks about the delivery time, the AI will suggest a suitable solution (e.g. “Please check the order on the system” or “The delivery department will contact you immediately after confirmation”).

You can always edit the content before sending it to the customer.

Step 3: Live Chat on the website

You can activate Live Chat Widget so that customers can chat directly on the website or landing page.

Go to Messages → Live Chat, then:

• Customize the desired chat interface want (color, icon, text…).
• Live Chat has been integrated into the templates Landing Page of GTG CRM. In case you already have a website and want to use Live Chat, copy the vanilla script at the top of the page and attach it to any website to use Live Chat.

All information and messages from this widget are saved to CRM and Messages – helping you not to miss any customers, no matter which channel they come from.

Step 4: Save & customer tracking

When a customer messages for the first time, the system will automatically save the information (name, email, phone number, contact platform) into CRM. You can see their information in the section Contact, including name, email, status…

Conclusion: One mailbox – the whole business

Instead of dividing inboxes everywhere, now all conversations are gathered in one place, with AI support and CRM saves all data.

GTG CRM's AI-integrated Messaging helps you:

• Never miss a customer no matter which channel they come from.
• Reply quickly and naturally thanks to AI that understands the context.
• Reduce the workload for your customer service team.
• Keep customers engaged longer and increase conversion rates per conversation.

GTG CRM – where conversations are no longer chaos, but the power of connection between you and your customers.