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The Zalo channel links an Official Account to the agent. Once connected, every message a customer sends to the Official Account is answered by the agent automatically.
The configuration panel opens from the Channels tab - click the Zalo channel. The panel is titled “Zalo configuration”.
Zalo configuration panel

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Before you connect

You need admin rights on the Zalo Official Account and its matching Zalo application, plus three secrets:
Get any one of these three wrong and the connection fails, with every incoming message rejected. Copy them exactly, with no leading or trailing spaces.

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Declaring the webhook on Zalo

The Webhook URL box at the top of the panel is read-only, with a copy button:
1

Copy the Webhook URL

Click the copy button beside the box.
2

Paste it into your Zalo application

Open your Zalo application and paste it into the Webhook field.
3

Save it on Zalo

Save the webhook settings before returning to Console.
One webhook address serves every Official Account. The system tells accounts apart by the OA ID inside the data Zalo sends, so you do not need a separate address per OA.

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The fields

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Connecting the Official Account

1

Open the Zalo channel

Go to the Channels tab and click the Zalo channel, which starts as Not configured.
2

Declare the webhook on Zalo

Copy the Webhook URL and paste it into the Zalo application as described above.
3

Enter App ID, App Secret, OA Secret Key and Refresh Token

Paste each value exactly into its matching box.
4

Set a display name if you want one

Enter a Display name, or leave it empty to use the Official Account name.
5

Click Connect

The system checks the details with Zalo. On success the channel moves out of Not configured.

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Editing the connection

Reopen the Zalo channel from the Channels tab. Secret fields are masked; type a new value to replace one, or leave it alone to keep it. Click Connect to save, or Cancel to close without saving.
Zalo issues a fresh Refresh Token after each use. If the channel suddenly stops answering, get a new Refresh Token from the OAuth flow and update it here.

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Disconnecting

There are two ways to stop serving on Zalo:

Switch it off at publish time

Open the Publish dialog, untick Zalo under External channels and publish. The connection details are kept.

Disconnect it entirely

Open the Zalo configuration panel and disconnect. The secrets are wiped, so you would have to enter them again to come back.
Once disconnected, customers writing to the Official Account no longer get an answer from the agent. Have a plan for handling messages manually before you disconnect.

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Common problems

See the overall state of every channel and switch the serving version on Managing deployment channels.