Messages
JoyOne’s Messages module brings all your customer conversations into one unified inbox — regardless of whether they contact you via Zalo OA or Facebook Messenger.
Supported Channels
| Channel | Requirements |
|---|---|
| Zalo Official Account (OA) | Connect your Zalo OA via the Zalo OA plugin |
| Facebook Messenger | Connect your Facebook Page via the Meta Pages plugin |
Unified Inbox
All incoming messages from all connected channels appear in a single inbox — Message Boxes. You can filter by channel, status, or assigned staff.
Conversation States
| State | Meaning |
|---|---|
| Open | Active conversation, needs response |
| Pending | Waiting for customer reply |
| Resolved | Conversation closed |
| Spam | Marked as spam, hidden from main inbox |
Setting Up Channels
Zalo OA
Go to Plugins
Navigate to Settings → Plugins → Zalo OA.
Connect your OA
Click Connect Zalo OA and log in with your Zalo business account.
Authorize permissions
Grant the required permissions: send/receive messages, manage followers.
Done
Incoming Zalo OA messages now appear in your JoyOne inbox.
You must be an admin of the Zalo Official Account to complete the connection.
Handling a Conversation
- Open Messages from the left menu
- Click any conversation to open it
- Read the message history on the right panel
- Type your reply and press Send (or
Ctrl+Enter) - Mark as Resolved when done
Assignment
Assign conversations to specific staff members:
- Click the Assign button in the conversation header
- Select a team member
- They receive a notification and the conversation appears in their queue
Customer Linking
If the incoming message matches a known customer (by phone for Zalo, or by profile for Messenger), JoyOne automatically links the conversation to that customer record. You can view the customer’s order history and profile without leaving the chat.
Quick Replies & Templates
Save frequently used responses as Quick Replies to respond faster. Available from the ⚡ Quick Reply button in the message input area.
Notifications
Staff receive in-app and push notifications for:
- New incoming messages
- Messages assigned to them
- Customer replies to resolved conversations
Limitations
| Channel | Limitation |
|---|---|
| Zalo OA | Can only reply within 48 hours of last customer message (Zalo policy) |
| Messenger | Standard Messaging window is 24 hours; use Message Tags for follow-ups |