ZNS message templates are classified and reviewed from two aspects: Format Type and Purpose-Tag.
Module 1: ZNS Message Templates – Format Type Classification
1. ZNS OTP (One-Time Password) Template
ZNS OTP templates are used to confirm login to online applications, or notify the creation or modification of user status (e.g., sending OTP codes for new account creation, password change confirmation, account verification, transaction verification, etc.).
Note: When using the default OTP template format, CTA buttons cannot be added.
2. ZNS Table Template
ZNS Table templates are usually used for information such as order updates, transaction details, purchase history, service bills (e.g., electricity, water), and are suitable for content with many parameters.
PS: Together with ZNS Text Templates, these are collectively called “ZNS Custom Templates”. They can be combined to include both text and table content.
3. ZNS Text Template
The content clearly displays information about recent transactions with customers and is classified based on the sending purpose.
4. ZNS Service Rating Template
ZNS Service Rating Templates are used to send to customers who have experienced the enterprise's products/services to evaluate customer satisfaction.
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There are 5 rating levels, corresponding to 1–5 stars. Enterprises can customize titles according to scale or use system suggestions (Very Unsatisfied, Unsatisfied, Neutral, Satisfied, Very Satisfied).
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For each rating, enterprises can “add details” to get clearer feedback on the reason behind the customer’s rating.
5. ZNS Voucher Template
ZNS Voucher Templates are informative and user-friendly tools for promotion notifications. They help customers easily identify and use promotions while avoiding confusion with other types of notifications.
Key features: Interactivity and convenience. Users can save to a QR Wallet and copy the voucher code in just two steps.
How to Save ZNS Voucher to QR Wallet
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When receiving a ZNS Voucher notification, if the user chooses “Save to QR Wallet”, the system automatically records the voucher in the user’s QR Wallet. Users can later access it to view details.
How to Copy Voucher Code
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Users can copy the voucher code for online use by clicking on the highlighted code. A “Code Copied” message will appear on the screen.
Voucher Reminder Function
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When users save to QR Wallet, the system automatically sets a reminder.
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Default reminder time: 24 hours before voucher expiration.
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Reminder notifications are only sent once to each user who has saved the voucher.
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To respect privacy and user experience, reminders are sent between 6 AM and 8 PM. If outside this range, the system will automatically remind at 5 PM the day before expiry.
Example:
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Voucher expires: April 25, 2024, 10 PM
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Reminder 24 hours prior: April 24, 2024, 10 PM → exceeds system range
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System reminder: April 24, 2024, 5 PM
6. ZNS Payment Template
Traditionally, users must go through multiple steps to make payments. The ZNS Payment Request template supports immediate payment buttons, enabling convenient payment and reducing errors.
User Steps:
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Using a Zalo-linked bank: Payment info (bank, account, amount, notes) is automatically synced to the bank’s app; manual entry is not required.
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Using a non-Zalo-linked bank: Users must copy payment info manually.
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Clicking “Pay Now” displays installed bank apps on the device; Zalo-linked banks are shown on the right with icons.
Module 2: ZNS Message Templates – Tag Type Classification
When creating ZNS templates, besides choosing template type, a template tag must be selected. During review, Zalo checks whether the tag is appropriate.
The types of tags an OA can send depend on its ZNS message volume level.
Reference: [Zalo ZNS Sending Quality and Message Quantity Levels]
1. Template Tag Types – Classified by Sending Purpose
Tag 1 – Transaction
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Must relate to transactions and be directly relevant to the user or their assets/interests.
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Urgent and important for the user.
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Must include customer name and at least 1 identifier/transaction parameter (e.g., <register_code>, <customer_code>, <bill_id>, <order_date>).
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If customer name cannot be provided due to force majeure, at least 3 appropriate identifiers are required.
Examples:
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Verification: Account or transaction verification
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Confirmation: Orders, bookings, transaction info, activity registration
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Reminder: Appointment reminders (excluding renewal reminders)
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Notification: Transaction status updates, payment success, balance change
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Payment Requests: Must include CTA link if not paying directly to bank account
Tag 2 – Customer Service
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Updates business information and informs users of customer service plans.
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Must include customer name and at least 1 identifier/transaction parameter.
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Examples:
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Announcements: Reward points notifications, urgent status updates
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Updates/Changes: Service/policy updates, account info changes
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Support/Instructions: Guidance on using purchased products/services, risk warnings
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Surveys: Customer feedback surveys, with clear gift/reward rules
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Customer Greetings/Privilege Notifications: Birthday wishes, account privileges
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Tag 3 – After-Sales (Marketing)
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Promotion, upsell, cross-sell of products/services.
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Ensure the user has already transacted (via transaction codes, invoice codes, etc.).
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CTA: Must point to official hotline (1800/1900 format).
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Rules, conditions, and validity must be clearly displayed.
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Must include customer name and at least 1 identifier/transaction parameter; if unavailable, at least 3 appropriate identifiers.
Examples:
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Introducing new/old products/services
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Discount codes or special offers
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Promotional announcements, seasonal campaigns
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Expanding new services/products
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Promoting Zalo OA or Mini App channels only
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Renewal or extension of services: Request payment via ZNS Payment Request
2. Special Industry/Product Requirements or Prohibitions
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Cosmetics & Beauty
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Tag 3 after-sales: Provide official sales website info.
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For invasive products/services (e.g., surgery, fillers), additional legal documents required (license, business registration, service advertising permit).
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Physiological Products & Aesthetic Healthcare
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Tag 3 after-sales not supported.
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Funeral Services
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Tag 3 after-sales not supported.
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Alcoholic Beverages (≤5.5%)
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Tag 3 after-sales: Must include phrase “Not suitable for under 18” and age verification link/button.
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Alcoholic Beverages (>5.5%)
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Tag 3 after-sales not supported.
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Functional Foods (health, nutrition, dietary supplements)
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Must clearly describe product function
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Must include phrase “This product is not medicine and cannot replace medicine”
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CTA must not mislead users into thinking it is medicine
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Must provide product info on official sales website
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Feng Shui / Astrology Products
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Tag 3 after-sales: Only non-superstitious, non-misleading content allowed
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Prohibited: Claims of fortune, wealth, etc.
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OTC Drugs
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Must provide business license, industry GXN, sales contract/invoice, drug operation license, OTC drug certificate
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Other prohibited products/services
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Infant formula <24 months, nutrition supplements <6 months, bottles, pacifiers
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Illegal or prescription drugs
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Aphrodisiac products, adult products/services
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Tobacco, weapons, explosives
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Unlicensed publications, recording equipment
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Endangered species products
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Unapproved financial products/services
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Misleading investment schemes, MLM, gambling, counterfeit products
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Superstitious products, etc.
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Zalo Cloud may determine other unsafe/inappropriate products based on internal evaluation or legal advice.