# 3. Quản lý tin nhắn (Message Management)

Khi có một khách hàng nhắn tin vào trang, tin nhắn sẽ được đưa về Omni - Zalo OA. Số lượng tin nhắn chưa đọc sẽ được hiển thị ở trên menu.

*(When a customer sends a message to the page, the message will be directed to Omni - Zalo. The number of unread messages will be displayed on the menu.)*

![](https://2303854476-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FeTpJl0u63dzYBMNgXKfR%2Fuploads%2F1FXFFvlOhMSHKco67YWn%2F0.png?alt=media)

![](https://2303854476-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FeTpJl0u63dzYBMNgXKfR%2Fuploads%2FeQGJJShRefPTCD1aBnLE%2F1.png?alt=media)

![](https://2303854476-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FeTpJl0u63dzYBMNgXKfR%2Fuploads%2F5k096PIeeNiQN09whViq%2F2.png?alt=media)

![](https://2303854476-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FeTpJl0u63dzYBMNgXKfR%2Fuploads%2FullQeTnz3lpkYd2TZhsi%2F3.png?alt=media)

![](https://2303854476-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FeTpJl0u63dzYBMNgXKfR%2Fuploads%2FTedW5E1BgvxFHuxsH35m%2F4.png?alt=media)

![](https://2303854476-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FeTpJl0u63dzYBMNgXKfR%2Fuploads%2FEpzSKeCN13itPamuChBA%2F5.png?alt=media)

![](https://2303854476-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FeTpJl0u63dzYBMNgXKfR%2Fuploads%2Ftg0oNabnXVdasbb9TpZv%2F6.png?alt=media)

![](https://2303854476-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FeTpJl0u63dzYBMNgXKfR%2Fuploads%2FYzrsHo0EURDOy2ZQ5rf1%2F7.png?alt=media)

Để quản lý tin nhắn và hỗ trợ khách hàng nhanh nhất, nhân viên cần làm các bước sau:

*(To manage messages and support customers as quickly as possible, employees need to follow these steps:)*

Bước 1: Mở trang Omni

*(Step 1: Open the Omni page.)*

Bước 2: Click vào tab Zalo OA

*(Step 2: Click on the Zalo OA tab.)*

Bước 3: Click tab Inbox, bạn sẽ thấy tin nhắn vừa nhận từ khách hàng Zalo OA

*(Step 3: Click the Inbox tab, and you will see the message received from the Zalo OA customer.)*

<figure><img src="https://2303854476-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FeTpJl0u63dzYBMNgXKfR%2Fuploads%2FE74S3lQhczbsZ2WpGH9U%2F8.png?alt=media" alt="" width="543"><figcaption></figcaption></figure>

![](https://2303854476-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FeTpJl0u63dzYBMNgXKfR%2Fuploads%2F0QyMZ1RuVrTuJ6EDb1s2%2F9.png?alt=media)

Tại đây bạn có thể nhìn thấy người được phân công hỗ trợ bằng cách rê chuột vào avatar nhỏ trên tin nhắn (xem hình).

*(Here, you can see the assigned support person by hovering over the small avatar on the message (see image).)*

![](https://2303854476-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FeTpJl0u63dzYBMNgXKfR%2Fuploads%2FrDhYsPheoubnqvdSndhE%2F10.png?alt=media)

Bước 4: Click vào tin nhắn để chat hỗ trợ

*(Step 4: Click on the message to start chatting and provide support.)*

<figure><img src="https://2303854476-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FeTpJl0u63dzYBMNgXKfR%2Fuploads%2FvXvqCFum6iedEJzMzgIc%2F11.png?alt=media" alt="" width="563"><figcaption></figcaption></figure>

![](https://2303854476-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FeTpJl0u63dzYBMNgXKfR%2Fuploads%2FJaRByIPY10cVFSUvvLJL%2F12.png?alt=media)