Feature Introduction
Customers message you everywhere: Facebook Messenger, Zalo, email, WhatsApp, website chat. Staff have to open each platform individually, messages are scattered, customers wait a long time without anyone noticing, and a comment asking for a price on Facebook can get lost among dozens of notifications.
That ends today.
Messaging & Live Chat in GTG CRM consolidates all conversations from every channel into a single inbox — view, reply, and follow up directly within your sales and customer service system. The new update also ensures you don't miss anyone : reply to emails directly in your inbox (correct thread, correct recipient, with Cc/Bcc), remind you when a customer has waited too long without a reply , automatically reply to Facebook comments with custom messages, and give each website its own Live Chat assistant.
The Problems Businesses Are Facing
Opening each platform (Facebook, Zalo, Gmail, Outlook, WhatsApp) to reply — Time-consuming switching back and forth, messages are scattered, and it's easy to miss some — It's time-consuming to switch back and forth, messages are scattered, and it's easy to miss some.
Replying to emails outside the system — Out-of-channel conversations, emails sent from the wrong mailbox, emails not saved to CRM.
Not knowing which customer is waiting and no one has responded yet — A late response means losing interested customers.
Facebook comments asking for prices get lost in the notifications — Missed orders right when customers are in a hurry.
Multiple websites using the same chat assistant — Chat responses are not context-appropriate for each site/brand.
GTG CRM brings everything together in one place: all channels → one inbox → reply, tag, move to CRM → no employee has to open 5 applications, no customer is left behind.
Highlights
1. Unified mailbox — all channels in one place
- Connect the main channels : Facebook Messenger (for any Pages you manage), Zalo OA, Gmail, Outlook/Hotmail, WhatsApp (via Twilio), and Live Chat on the website.
- One interface to answer everything : view and respond to all conversations without leaving GTG CRM.
- Rich media : Send formatted text, emojis, images, and attachments.
- Correctly displayed guest name : Facebook/Messenger conversations display the correct name of the sender, making them easy to identify.
2. Reply to emails directly in your inbox — in the correct thread, in the correct mailbox, with Cc/Bcc (NEW)
Emails are now answered directly in the inbox, just like a real conversation.
- Follow the correct threading : respond sequentially to emails in the correct Gmail/Outlook email thread, not create disjointed emails.
- Choose the correct mailbox to send from : if you connect multiple mailboxes (a shared company mailbox and your personal mailbox), the "From" selector lists them all and sends from the mailbox you choose — a reply email to one Gmail thread will go through Gmail, not to another mailbox by mistake.
- True Cc/Bcc : Add recipients with correct Cc/Bcc codes; the "details" section displays the correct list of recipients, eliminating meaningless address repetitions.
3. Reply-SLA Reminder — Don't miss customers waiting too long (NEW)
The AI assistant only responds up to a certain point; after that, if no one responds, the customer is "stuck." This new feature ensures that no conversations are forgotten .
- Reminder when customers wait too long : When a customer's message remains unanswered (human or AI) for a period of time you set (default 30 minutes), the system sends an in-app notification and a push notification to the staff member in charge of the mailbox.
- Tap to open the correct conversation : tapping the notification opens the exact pending conversation.
- On/Off and Customization : This is an automation where you turn it on/off, adjust the timeout, and set the recipient for reminders.
- Replying means the reminder ends : whoever replies (human or AI) stops the reminder; if the customer messages again and the message hangs, a new reminder cycle begins.
4. Automatically reply to Facebook comments — custom private messages by page (NEW)
When a visitor comments on a Facebook post, the system can automatically send them a private message (Messenger) — and now you can compose that content yourself for each page .
- Your own content : Each Facebook Page sets its own automated message, instead of the default template (which is written for selling products) — suitable for service businesses, not just physical sales.
- Insert guest name : Use the variable
{{tên khách}}to ensure the message correctly identifies the commenter by name. - Enable/disable by page : for pages where you don't want automatic messaging, disable it completely; if left blank, use the default template as before.
5. Live Chat on the website — now configured separately for each website (NEW)
- Website embed widget : customize greeting, button color, avatar, and chat icon according to your brand; copy the embed code and attach it to your website.
- Personalized Live Chat Assistant for each website : Each website you publish to can have its own personality (persona), language, enabled knowledge sources, and threshold for switching to a real person — inheriting the workspace's default configuration unless you customize it.
- Social media connectivity : Live Chat can connect with Facebook Messenger and Zalo.
- Reviewing longer history : Scroll through and load more older messages within a Live Chat conversation.
6. AI assists in content creation.
- Unsure how to respond? The AI suggests relevant content based on the context of the conversation, you edit it, and then send it.
7. Smart tagging, filtering & CRM integration
- Tagging & categorizing : mark conversations (in progress, collaboration, payment, etc.) for easy searching.
- Smart filters : filter by tag, time period, status.
- Integrate directly into the CRM from the conversation : update lead status, contact information, and notes directly into the CRM.
Benefits for Businesses
Unified multi-channel inbox — One place to answer everything, no need to open 5 apps, no missed messages.
Reply to emails in the correct format, to the correct mailbox, and with Cc/Bcc — Professional emails, avoid sending to the wrong mailbox, and save all emails to CRM.
Reply-SLA reminders — Don't keep customers waiting; remind the right person, and they'll open the correct conversation.
Custom Facebook comment replies — Capture customers while they're hot, perfect for service businesses.
Live chat tailored to each website — Assistants provide context-sensitive responses for each site/brand.
AI-assisted content creation — Quick responses, less word crunch.
Tag, filter & integrate with CRM — Systematically manage conversations, convert them into customers instantly.
Who is it suitable for?
- A shop selling through multiple channels (Facebook + Zalo + website) wants a shared inbox.
- Service businesses need to respond to emails professionally and not miss any customer inquiries.
- The customer service team needs to know immediately who is waiting and who has responded.
- Businesses with multiple websites/brands want each website to have its own Live Chat assistant.
How do I get started?
Go to Messaging in GTG CRM, connect the channels (Facebook, Zalo, Gmail, Outlook, WhatsApp), then enable Feedback Reminders and configure Live Chat for your website. See the step-by-step guide on using Messaging & Live Chat , or read how to optimize every touchpoint on the customer journey with Omnichannel Messaging .
Try it for free — no credit card required.
