Assign customers
Leaders assign or reassign customers and conversations, so everyone knows who is looking after whom.
Product · kChannel
Every customer channel, one shared inbox.
kChannel puts every customer conversation in one inbox your team shares: Zalo OA today, Facebook Messenger next, then marketplaces such as Shopee and TikTok Shop. Leaders assign each customer to the right person, nobody works from a personal Zalo, and AI drafts every reply from your own documents.
§01 — Channels
One inbox for every place customers message you.
Start with Zalo OA today. Each new channel lands in the same inbox, with the same AI drafts, rules and reports.
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Live
Zalo OA
Official Account messages, history import and replies from the shared inbox.
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Next
Facebook Messenger
Fanpage conversations in the same inbox, with the same AI drafts and rules.
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Coming soon
Shopee
Buyer chat from your Shopee shop, next to your other channels.
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Coming soon
TikTok Shop
Buyer messages from TikTok Shop, answered by the same team.
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Coming soon
More marketplaces
Further e-commerce platforms, added as our customers need them.
§02 — Team
Customers belong to the company, not to someone's personal Zalo.
Leaders assign each customer to the right person in one step. The whole team works from the company's accounts, so the history stays when someone changes shift or leaves.
Assign & hand off
Hand a customer over in one step.
Pick a teammate, add a short hand-off note and confirm. The conversation, its lead or case and every past message go with it, and the log shows who handed over and who took over.
- Leaders see who owns each customer and what is still unassigned
- A teammate can take over while someone is off, with the full history
- Returned or reassigned conversations stay on record for review
Hand off and take over
When someone is away, a teammate takes over with the full history and a hand-off note.
No personal accounts
Conversations run on the company's Zalo OA, so customers and their history stay when staff leave.
Train and check
Managers read real conversations, review their quality and coach from them.
§03 — Inbox & AI Copilot
One inbox for the whole team, with a draft ready for every message.
Each conversation is classified as sales or service as it arrives, so it lands with the right person.
AI Copilot
AI drafts, your team decides.
Every draft cites the documents it used and shows how confident it is. Price promises, warranty claims, refund requests and angry customers are flagged for a manager.
- Nothing goes out until a person presses Send
- Claim, assign and hand over conversations; the composer locks so two people never reply at once
- Snooze, follow-up reminders and views such as SLA at risk or waiting on the customer
Coming soon
- AI checks its own draft and only asks a person when it needs one
- AI reports for managers
§04 — Leads, cases & SLA
Every conversation turns into work you can track.
AI pulls the phone number, email, tax code and company name out of the chat; staff confirm with one click.
Sales pipeline
Leads move on a board the whole team shares.
Every lead from a chat lands on the pipeline with its value, stage and next follow-up, and leads left too long without contact are called out.
Leads
Product interest, budget, timeline, decision maker and quotes sent, all in one record.
Cases
Severity, status, resolution code and root cause for every service request.
SLA on business hours
The timer follows your working hours and pauses while you wait for the customer.
Hand-over with a summary
When a case moves up, AI writes the summary and the manager confirms it.
§05 — Knowledge
AI only answers from what your team has approved.
Import catalogues, price lists and policies as PDF, DOCX, CSV or text. Each article has an owner, a version and a publish step.
Knowledge Hub
Approved facts, not guesses.
Mark the facts AI may rely on. When an answer would go beyond them, the draft says it has no source instead of making one up.
- When staff drop a draft, the reason (wrong price, missing source, wrong policy) becomes a knowledge gap to fill
- Test questions and prompt-injection checks run through the real Copilot before you go live
- Phone numbers, emails and tax codes can be masked before text reaches the AI model
§06 — Quality & coaching
Coach from real conversations, not gut feeling.
Managers review risky conversations first, score them independently to agree on the bar, and turn each finding into a coaching task.
QA & coaching
Review the conversations that matter.
The review queue puts critical flags and low-confidence AI replies first. The manager makes the final call and assigns the coaching step.
- Sales and service results are reported separately, never blended into one score
- The manager dashboard is for coaching, not for ranking staff
- First response time, SLA met, QA pass rate and AI acceptance in one view
§07 — Rollout
A guided setup, from Zalo OA to your first live conversation.
kChannel is piloting at Phú Thái Tech. The setup wizard takes your team through nine steps, and Kachersoft supports you through the pilot.
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01
Connect Zalo OA
Authorise on Zalo; kChannel never sees your OA password.
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02
Invite the team
Staff, managers and owners each see only what their role allows.
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03
Queues, hours & SLA
Set who handles what, your working hours and response targets.
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04
Knowledge & AI test
Upload documents, choose the AI provider and test replies before going live.
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05
Go live
Start with one team, measure the baseline, then widen.
§08 — Data & control
Your data, your AI provider, your rules.
Choose your AI provider
OpenAI, Anthropic Claude, Google Gemini or a compatible endpoint, with your own key and daily budget limits.
Guardrail policy
Versioned rules for when a source is required and which actions need a person's approval.
Roles & permissions
Agent, manager and owner access is enforced on the server.
Audit log
Changes to setup, team, AI provider and data are logged and can be exported.
Nightly encrypted backup
Database and files are backed up off-site every night, with a weekly restore test.
Retention & export
Decide how long conversations are kept, and export your data when you need it.
§09 — FAQ
Frequently asked
Questions before we set up your demo?
Which channels do you support today?
Zalo Official Account today, and Facebook Messenger next. Shopee, TikTok Shop and other e-commerce platforms are coming soon, so every customer message ends up in one inbox.
Where is conversation data stored?
kChannel runs on servers managed by Kachersoft, with encrypted off-site backups every night. Your conversations stay inside your own workspace. To draft a reply, the text is sent to the AI provider you choose, and phone numbers, emails and tax codes can be masked first.
How does the AI suggestion engine learn?
It does not retrain on your customers' messages. It looks up passages in the knowledge articles your team has published and cites them. When staff drop a draft, the reason is logged as a knowledge gap for a manager to fill.
Can I export employee performance data?
Owners can export analytics and workspace data as JSON or CSV. Every export is recorded in the audit log.
What's the onboarding timeline?
The setup wizard covers channels, team, queues, SLA, knowledge and an AI test in nine steps. How long it takes mostly depends on having Zalo OA admin access and your documents ready; we agree the pilot scope in the first call.