Feature Introduction
Customers ask questions at midnight, ask the same question ten times, ask on both your website and Facebook, Zalo — and if you respond slowly or mechanically, they leave. Many chatbots 'parrot' all content in the system, leading to rambling answers, even revealing unfinished drafts.
That ends today. GTG CRM's AI Chatbot answers customers 24/7 across all channels, with a more natural Vietnamese tone, knows to suggest next steps via quick-reply buttons, and gives you precise control over which articles are used for answers — all configured within the CRM.
Problems Businesses Are Facing
| Old Approach | Consequences |
|---|---|
| Manual customer responses, missing inquiries outside of business hours | Customers wait too long, switch to competitors |
| Chatbot with rigid, mechanical responses | Poor experience, customers lose trust |
| Bot learns from all articles, including drafts | Rambling answers, easily exposes unfinished content |
| Customers don't know what to ask next | Conversations easily stall, losing sales opportunities |
GTG CRM consolidates customer responses in one place: the bot answers correctly based on your data, within the scope you allow, using a natural tone.
Highlights
1. 24/7 Responses Across All Channels, Learns From Your Data
Connect Facebook Messenger, Zalo OA, WhatsApp, and Live Chat on your website. The bot responds based on the data you already have in the CRM — brand information, products, articles — ensuring accuracy, context, and alignment with your brand voice. You can also write custom instructions to shape how the bot addresses and handles situations.
- Features: multi-channel + learns from business data + custom instructions.
- Benefits: never miss a message, consistent information for all customers.
2. NEW — More Natural Conversations, Suggests Next Steps with Quick Replies
The bot now communicates more naturally: gets straight to the point, uses concise and rhythmic sentences, uses appropriate Vietnamese honorifics (anh/chị/bạn), and avoids clichés. When necessary, the bot asks one focused follow-up question instead of guessing, and never lets conversations hit a dead end — at the end of each turn, the bot offers 2–3 suggested next steps as quick-reply buttons for customers to simply tap.
- Features: natural tone + quick-reply suggestions at the end of each turn.
- Benefits: smoother customer conversations, customers know what to ask next, easier to close sales.
ℹ️ On text-only channels (Facebook/Zalo/WhatsApp), suggestions appear as text; on the website Live Chat widget and app, they are tappable quick-reply buttons — and are displayed stably for customers within the chat session.
3. NEW — Precisely Choose Which Articles Are Used for Responses
Instead of a generic "use articles" on/off switch, you now have three scope options: Off / All Articles / Only Articles I Choose. With "Only Articles I Choose", an article selection panel opens for you to filter by category & status, search by title, select multiple articles (even entire categories), and clearly see the readiness status of each article (ready / processing / not processed).
- Features: 3-level article scope + article selection panel with filters and readiness status.
- Benefits: focused answers, no rambling, no revealed drafts; you control the exact knowledge base the bot uses.
4. Balance Between Automation and Human Touch
Set a threshold for the number of messages the bot handles before transferring to a staff member, enable/disable the bot by channel, and choose the response language. The bot handles basic inquiries, allowing your staff to focus on closing deals and resolving complex cases.
- Features: handover threshold + enable/disable by channel + multi-language.
- Benefits: automate to your desired level, without losing the feeling of being served.
Benefits for Businesses
| Feature | Actual Benefits for You |
|---|---|
| 24/7 multi-channel responses | Never miss a customer, even outside business hours |
| Natural tone | Professional experience, customers trust more |
| Quick-reply suggestions | Uninterrupted conversations, increased sales opportunities |
| Select article scope | Focused, accurate answers from the right sources, no drafts revealed |
| Handover threshold + multi-language | Balance automation/human touch, serve international customers |
Who Is It For?
- Online Shop Owners who want instant customer responses on their website and social media.
- Sales & Customer Service Teams who want to reduce repetitive questions and focus on consultations.
- SMBs who want a consistent, professional 24/7 customer care experience.
How to Get Started?
Go to the AI Chatbot settings in GTG CRM: connect channels, select the article scope for the bot, write custom instructions, set the handover threshold, then save and test the chat. Need detailed steps? See the article Guide to Setting Up & Using AI Chatbot on GTG CRM.
Free Trial — no credit card required.
