Feature Introduction
Customers message you everywhere: Facebook Messenger, Zalo, email, WhatsApp, website chat. Your staff have to open each platform, messages get scattered, customers wait without anyone knowing, and a price inquiry comment 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 track right within the system you're already using for sales and customer care. The latest update also ensures you never miss anyone: reply to emails directly in the inbox (in the correct thread, from the correct sending email address, with Cc/Bcc), remind you when a customer has been waiting too long for a response, automatically reply to Facebook comments with personalized private messages, and assign a dedicated Live Chat assistant for each website.
Problems Businesses Face
| Old Way | Consequences |
|---|---|
| Opening each platform (Facebook, Zalo, Gmail, Outlook, WhatsApp) to reply | Time wasted switching between platforms, scattered messages, easy to miss |
| Replying to emails outside the system | Conversations lost, sent from the wrong inbox, not saved to CRM |
| Not knowing which customer is waiting for a response | Slow replies, lost interested customers |
| Facebook comments asking for prices lost among notifications | Missed orders when customers are eager |
| Multiple websites but using the same chat assistant | Chat replies out of context for each page/brand |
GTG CRM brings everything together in one place: all channels → one inbox → reply, tag, add to CRM → no employee needs to open 5 apps, no customer is forgotten.
Key Features
1. Unified Inbox — All Channels in One Place
- Connect Major Channels: Facebook Messenger (all Pages you manage), Zalo OA, Gmail, Outlook/Hotmail, WhatsApp (via Twilio), and website Live Chat.
- One Interface to Reply to All: view and respond to all conversations without leaving GTG CRM.
- Rich Media: send formatted text, emojis, images, and attachments.
- Correct Customer Display Name: Facebook/Messenger conversations show the actual name of the sender, making them easy to identify.
2. Reply to Emails Directly in the Inbox — Correct Thread, Correct Sender, with Cc/Bcc (NEW)
Emails are now replied to directly within the inbox as a true conversation thread.
- Threaded Replies: continue replying within the correct Gmail/Outlook email chain, avoiding fragmented emails.
- Choose the Correct Sender Email: if you've connected multiple inboxes (company shared inboxes and your personal inbox), the "From" selector lists all of them, and replies will be sent from the inbox you choose — a reply to a Gmail thread will go through Gmail, not get misdirected to another inbox.
- True Cc/Bcc: add Cc/Bcc recipients; the "details" section correctly displays the recipient list, eliminating redundant addresses.
3. Reply Reminders (Reply-SLA) — Never Miss a Customer Waiting Too Long (NEW)
AI assistants only respond to a certain extent; after that, if no one replies, the customer is "stuck." This new feature ensures no conversation is forgotten.
- Reminders for Long Waits: when a customer's message has not been replied to (by a human or AI) for longer than a time you set (default 30 minutes), the system sends in-app notifications and push notifications to the staff responsible for the inbox.
- Click to Open the Correct Conversation: clicking the notification opens the exact conversation that is waiting.
- Enable/Disable and Customize: this is an automation you can turn on/off, adjust the waiting time, and set the reminder recipients.
- Replying Stops Reminders: any reply (human or AI) stops the reminder; if the customer messages again and gets stuck, a new reminder cycle begins.
4. Auto-Reply to Facebook Comments — Customizable Private Messages per Page (NEW)
When a customer comments on a Facebook post, the system can automatically send them a private message (Messenger) — and now you can compose this message yourself for each page.
- Your Own Content: set a unique auto-reply message for each Facebook Page, replacing the default template (which was written for product sales) — suitable for service-based businesses, not just physical product sales.
- Insert Customer Name: use the variable
{{customer name}}to have the message address the commenter by their name. - Enable/Disable per Page: turn off auto-messaging for pages where you don't want it; leave it blank to use the default template as before.
5. Website Live Chat — Now Configurable per Website (NEW)
- Embeddable Widget: customize greetings, button colors, avatars, and chat icons to match your brand; copy the embed code and add it to your website.
- Dedicated Live Chat Assistant per Website: each website you publish can have its own persona, language, enabled knowledge sources, and human handover threshold — inheriting the workspace's default configuration unless you customize it.
- Social Media Integration: Live Chat can connect with Facebook Messenger and Zalo.
- View Longer History: scroll to load older messages within a Live Chat conversation.
6. AI-Powered Content Assistance
- Not sure how to reply? AI suggests relevant content based on the conversation context, which you can then edit and send.
7. Tagging, Smart Filtering & CRM Integration
- Tagging & Categorization: label conversations (in progress, collaboration, payment, etc.) for easy retrieval.
- Smart Filters: filter by tags, date range, status.
- Add to CRM Directly from Conversation: update lead status, contact information, and notes directly within the CRM.
Benefits for Your Business
| Feature | Real Benefits for You |
|---|---|
| Unified Multi-Channel Inbox | One place to reply to everything, no need to open 5 apps, no missed messages |
| Correct Threaded Email Replies + Correct Sender + Cc/Bcc | Professional emails, no misdirected inboxes, complete CRM logging |
| Reply Reminders (Reply-SLA) | Never let customers wait too long; remind the right person, click to open the correct conversation |
| Customizable Facebook Comment Auto-Replies | Capture customers while they're engaged, suitable for service businesses too |
| Dedicated Live Chat per Website | Assistant replies in the correct context for each page/brand |
| AI Content Assistance | Fast replies, reduces writer's block |
| Tagging, Filtering & CRM Integration | Systematic conversation management, convert to customers immediately |
Who Is It For?
- Multi-channel Shops (Facebook + Zalo + Website) looking for a unified inbox.
- Service Businesses needing professional email replies and not missing customer inquiries.
- Customer Support Teams needing to know immediately who is waiting and who has responded.
- Businesses with Multiple Websites/Brands wanting a dedicated Live Chat assistant for each website.
How to Get Started?
Go to Messaging in GTG CRM, connect your channels (Facebook, Zalo, Gmail, Outlook, WhatsApp), then enable Reply Reminders and configure Live Chat for your website. See the step-by-step guide for Messaging & Live Chat, or read how to optimize every touchpoint in the customer journey with Omnichannel Messaging.
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