Zalo OA activation
Meet customers where they’re already chatting.
Reach and support customers directly inside Zalo — through Official Account conversations, and business notifications that don’t need a follow.
OA
Your Brand
Official Account
business solution
Order confirmed 🎉
Your order #4821 has been placed and is being prepared.
oa message
Thanks for reaching out!
Here’s the sizing guide you asked about — let me know if you need anything else.
Sent through the same customer profile as email & push
Two ways to reach on Zalo
One channel, two very different jobs
Zalo OA Message and Zalo Business Solution solve different problems — most teams need both.
For followers
Zalo OA Message
Two-way conversations with people who follow your Official Account — consultation replies, broadcasts, and ongoing customer care, all in one thread.
- Reply to inquiries in real time
- Broadcast to segmented follower groups
- Rich message cards — carousels, lists, quick replies
No follow required
Zalo Business Solution
Transactional notifications sent straight to a phone number — order confirmations, OTPs, reminders — reaching customers even if they’ve never followed your OA.
- Works without a Zalo follow
- Built for transactional, time-sensitive messages
- High deliverability for critical updates
OA message, in practice
Where conversations do the work
Every reply and broadcast draws on the same customer profile as your other channels.
inquiry
Instant consultation reply
A customer asks about a product and gets a real answer, in the same thread, right away.
segment
Targeted broadcast
A relevant update goes to the follower segment it actually applies to — not everyone at once.
post-purchase
Customer care follow-up
A check-in after purchase that keeps the conversation open instead of ending at checkout.
Business solution, in practice
Where reliability matters most
Time-sensitive messages that need to land regardless of follow status.
order
Order confirmation
Sent the moment a purchase completes — no delay, no ambiguity.
logistics
Delivery & appointment reminders
Status updates that reach customers without needing an app open.
security
OTP & account alerts
Time-critical messages delivered with near-instant speed.
Choosing the right type
Which one should send this message?
A simple way to think about it — your CDP can route this automatically based on the message and the customer’s status.
IF customer follows your OA AND message is conversational
Use OA Message
Best for replies, broadcasts, and care conversations that benefit from an ongoing thread.
→ Sent as a chat messageIF message is transactional OR customer doesn’t follow your OA
Use Business Solution
Best for confirmations, OTPs, and reminders that must land regardless of follow status.
→ Sent as a business notificationSimplified for illustration — actual eligibility follows Zalo’s official messaging policies.
One data, every channel
Zalo is one more surface, not a separate system
The same segment powering this Zalo message also drives your email, push, and popup campaigns — no separate targeting logic to maintain.
Email
Push
Web Popup
Zalo OA
92%
“Zalo messages saw significantly higher open rates than email for the same audience — becoming the primary channel for order updates.”
— Placeholder case study, update with real customer data
Start the conversation on Zalo.
See how OA Message and Business Solution fit into your CDP and marketing automation stack.