Your customers message you via Zalo , comment on Facebook , send emails , and chat on your website . You have to open four different apps to reply — and sometimes you reply to the same person twice, or forget to reply altogether.

The Multi-Channel Problem for SMEs

Small businesses in Vietnam typically receive messages from 3-4 different channels :

Problems with individual management:

• Opening Zalo on your phone, Facebook on your computer, and email on Gmail—switching back and forth is time-consuming.
• Employee A responded on Zalo, employee B responded on Facebook, but it's unclear whether the customer has received assistance yet.
• A customer messages you on Zalo in the morning and emails you in the afternoon → you don't realize it's the same person.
• No reports available: how many messages per day? average response time? which channel gets the most customers?

GTG CRM Inbox - All Channels, One Screen

GTG CRM offers Unified Inbox , which centralizes all messages from all channels into a single interface.

How It Works

```

Zalo OA ───────┐

Facebook Page ──┤

Email ──────────┼──→ GTG CRM Inbox ──→ Staff reply

Live Chat ──────┘ from one place

```

Detailed Features

1. Unified Inbox

• All messages are displayed in a list.
• Each conversation displays the original channel (Zalo, Facebook, Email icon, etc.).
• Reply directly from the inbox — the message is sent to the correct channel from which the customer sent the message.

2. Unified Customer Profile

• Customers send messages via Zalo and email → the system combines them into one profile.
• View your complete interaction history across all channels.
• Know who the customer is, what they've bought, and what they're interested in.

3. Automated Assignment

• New message → automatically assigned to the appropriate employee
• Round-robin (evenly divided) or by skill.
• Never miss a message.

4. Quick Reply

• Create a pre-made template to answer frequently asked questions.
• 1-click send — save time retyping
• Examples: "Price of product X", "Return policy", "Business hours"

5. AI Chatbot Support

• The AI ​​automatically answers simple questions (opening hours, prices, FAQ).
• Refer to staff for more in-depth consultation.
• Operating 24/7 — don't miss any messages outside of business hours.

Actual Results

Who Should Use It?

Price list

Connect Now

1. Sign up for GTG CRM → receive 66,888 free credits
2. Connect to Zalo OA
3. Connect Facebook Page
4. Email Connection
5. Start managing all your messages from one place.

Conclude

When customers contact you from multiple channels such as Zalo, Facebook, email, or website, managing fragmented messages can easily lead to missed sales opportunities. A multi-channel inbox system centralizes all conversations into a single system, resulting in faster responses and clearer customer history tracking. With GTG CRM, small businesses can manage all communication channels, assign staff, and automate responses all within a single platform.