A detailed A-to-Z guide to help you create and manage Zalo groups professionally
Creating an Account
Account registration
Access https://app.workgpt.ai to go to the WorkGPT homepage. To register a WorkGPT ZaloTeam account, please follow the steps below:
Step 1: Click the WorkGPT account registration button to create a free account.
Step 2: Fill in your information to register for a WorkGPT ZaloTeam account.
Accessing your account
Enter the account information and password provided to log into the system.
You now own a WorkGPT ZaloTeam account. From here, you can start connecting Zalo accounts and manage all messages between employees and customers on a single centralized platform.
Connecting a Zalo account
To add Zalo accounts to the WorkGPT ZaloTeam management system, follow these steps:
Step 1: On the main screen, click the “+ Add Bot” button to start connecting.
Step 2: Select “ZaloTeam”, then use the Zalo app on your phone to scan the QR code displayed on the screen.
Step 3: Upon successful connection, your Zalo account will appear under “My Bots” on the main interface.
* Notes:
- After connecting, the system will sync all messages and contacts from the connected Zalo account.
- You can connect multiple Zalo accounts simultaneously to manage them according to your subscription plan.
- To connect additional Zalo accounts, simply repeat the same steps.
Assigning employee permissions
To grant operational permissions to employees in the system, follow these steps:
Step 1: Access “Sharing Access”.
Step 2: On the “Sharing Access” feature screen, enter the phone number previously connected to WorkGPT ZaloTeam to assign permissions:
- Admin: Full permission to manage, configure, and delete groups.
- Manager: Manage messages and members, view reports.
- Member: View messages and respond to customers only.
Main management dashboard
After connecting successfully, you will be directed to the group management interface featuring:
- Dashboard: Overview of group activities, message count, new members, etc.
- Message Management: View, reply to, search, and filter messages within the group.
- Member Management: View list, tag, and categorize members.
- Automation: Set up automated workflows.
- Reports & Statistics: View detailed reports on group activity.
- Settings: Configure parameters, permissions, and integrations.
Message management
Managing chats
Step 1: To view all conversations between employees and customers, select the “Live chat” button on the main interface.
Step 2: On the message management screen, you can view all chat threads. Any deleted or recalled messages remain visible directly in the WorkGPT ZaloTeam chat stream. The original content is retained in a faded font right beneath the line “Message recalled:”.
Tag management
Step 1: Go to “Add New”. To create a new tag, enter the tag name, choose a color, and click the green checkmark to save. You can edit or delete tags whenever needed. Once created, new tags will appear under the “Tag List” below.
Step 2: To tag and categorize a customer, click on the conversation → Select “Choose Tag” → Choose the tag to apply.
* Note: You can assign multiple tags to a single customer.
Step 3: Once customers are tagged, you can use filters to search and re-engage targeted customer segments easily.
Message templates library
Step 1: Click the text icon (Message Templates) in the message editor section → Select “Create Template” → In the pop-up window, enter the title (Template Name) and message body (Template Content) → Click “Create Template” to finish.
Step 2: A list of all saved message templates will display under Message Templates. To use one, simply click the desired template and its content will automatically populate the chat box. You can also edit or delete templates when they are no longer needed.
Contact management
Step 1: All contacts synchronized from your previous account will be displayed here. You can filter and search contacts by Phone Number or Keyword.
Step 2: Search for and send friend requests to new contacts using their phone number directly within WorkGPT ZaloTeam.
Go to Search Contacts → Enter phone number → Click the blue magnifying glass icon (Search) → Select “Add Friend”.
New contacts will be saved to your WorkGPT ZaloTeam contact list.
Step 3: To export contacts, select your preferred data fields (Has phone / Has Email) → Choose the date range at Created Date → Select “Export Contacts”.
Step 4: WorkGPT ZaloTeam allows you to quickly create a group:
Select Group → Click “Create Group” → In the pop-up window, set up Avatar, group name, and select members → Click “Create Group” to complete.
Reports & analytics
New contacts report
Step 1: Access the tool by clicking the Statistics icon (bar chart) on the left menu → Select the “New Contacts” tab. Here you can view daily statistics on new customers messaging for the first time and those who provided their phone numbers.
Step 2: Apply filters by Account (Bot/Channel), tag, or timeframe (Period, Date Range) → Select “Generate report” to view data.
Agent performance report
Step 1: Select the “Agent Performance” tab. Apply filters by Account (Bot/Channel), tag, or timeframe (Period, Date Range) → Select “Generate” to evaluate workload, handling rates, and interaction productivity for each employee.
Here, you can track each employee’s workload, handling rate, and customer interaction productivity.
Step 2: The charts display:
- Ratio by conversation: Statistics on the actual proportion and number of customers each sales representative is managing.
- Ratio by messages: Measures workload based on sent messages per employee.
Step 3: The detailed table (User statistics detail) provides breakdown metrics per account:
- Account name: Name of the account.
- Conversations: Total conversations handled.
- Messages sent: Total messages sent (differentiated between Via portal and Not via portal).
- Messages received: Total messages received from customers.
- Calls: Detailed statistics on Zalo calls (Incoming, Outgoing, Missed, and Total Duration).
Miss & SLA report
To configure and use SLA Response Time settings:
Step 1: Go to SLA Configuration by clicking the Settings icon (gear wheel) on the left menu → Select the “SLA” tab.
Step 2:
-
- Set Shift Hours: Configure active chat hours under Morning Time, Afternoon Time, and Night Time. (Messages received outside these hours will not count as SLA violations).
- Set Time Limit: Enter the required minutes in the “Time SLA (minutes)” field (e.g., enter 15 to require responses within 15 minutes).
- Click “Save Changes”.
Step 3: Go to the “Miss & SLA” tab → Set filters (Bot/Channel, Tags, Date range) → Click “Generate report” to evaluate customer service quality and identify neglected chats or slow responses.
Step 4: Breakdown table metrics:
- Unreplied: Messages unanswered within the standard SLA window.
- SLA Exceeded: Cases where response time exceeded the specified threshold.
- Stale: Warnings for conversations inactive for over 3 days.
- AVG RESPONSE TIME: Average response time across the entire team.
Step 5: The “Miss details by Agent” table shows total conversations (Total conv.), unanswered chats (Not replied), overdue counts (Overdue), and violation rates (Miss rate) per agent.
Status funnel report
To set up and manage the Sales Funnel (Funnel Status):
Step 1: Go to Settings on the left menu → Select the “Funnel” tab.
Step 2: Use the “Auto-assign funnel” toggle to automatically assign default “New” status to incoming conversations.
- When Auto-assign funnel is enabled: The system will automatically assign the default “New” status to newly created customers/conversations.
- When Auto-assign funnel is disabled: The system will not automatically assign the “New” status to new customers. Staff will need to manually select “New” if they want to categorize them as new customers.
Step 3: Set up each stage of the Sales Funnel (Funnel Status) to match your business needs. For example: New ➝ Contacted ➝ Quotation Agreed ➝ Quotation Sent ➝ Closed.
To edit a stage in the Funnel, select a tab under Funnel Stages → edit the Name and Color in the Edit Stage dialog box → click Apply to save the changes.
Step 4: Preview stage styling under “Funnel Preview”.
Bước 5:
- The Funnel Status bar is fixed at the top of the chat window, showing the customer’s entire current journey.
- When a customer moves to a new stage (for example, after a staff member sends a quotation file), simply click the “Quotation Sent” stage on the status bar. The system will immediately update and highlight the new progress stage.
- A timer (e.g. 1h 26m) appears below each status stage (for example, under “New”). This shows how long the customer has remained at that stage.
Step 6: Filter conversations by funnel stage directly inside the Chat Management screen.
Step 7: Select the Status Funnel tab. Here, managers can monitor the overall sales process, evaluate conversion rates at each customer care stage, and identify which stages customers are most frequently getting stuck in.
Step 8: The Funnel Chart (Funnel Status Transition) displays:
- The customer journey through the funnel, from the first stage (e.g. New) to the final stage (Successful).
- The number of conversations and the percentage (%) retained after each stage, helping evaluate sales conversion effectiveness.
Step 9: The Stacked Column Chart (Status Distribution by Week) shows the distribution of customer statuses by week. Managers can quickly identify which status accounts for the largest proportion of customers in a specific week.
Step 10: The Detailed Statistics Table (Status by Day) lists the number of customers in each status for each specific date, such as Date, New, Contacted, Closed, Successful, Failed, etc.
By tag report
Step 1: Select the “By Tag” tab to analyze customer characteristics based on the tags assigned during chats.
Step 2: The Conversations by Tag chart visually shows the percentage (%) distribution of each tag in the system. You can check “Include no tag” in the top-right corner to also view the proportion of customers who have not yet been categorized by staff.
Step 3: The Tag Summary Table shows the exact number of conversations (Count) and percentage of the total (% Total) for each tag. This helps managers quickly identify which customer groups (e.g. “Potential” or “Negative”) account for the largest share and adjust their strategy accordingly.
💡 Tips for effective uses
✓ Use tags to clearly categorize customers
✓ Assign appropriate permissions when multiple users manage the system
✓ Review reports regularly to evaluate performance
✓ Back up data periodically to ensure data security
✓ Use templates to respond more quickly
Need more support?
Contact our hotline at 1900 068 895 for consultation and a free WorkGPT ZaloTeam demo!
