I. ZBS transmission quality of OA
OA's ZBS transmission quality will be divided into 3 levels:
|
grade |
Recipient's negative reporting rate for sent ZBS |
Corresponding situation |
|
high |
Less than or equal to the system standard |
Increase the number of messages can be approved. |
|
medium |
Higher than the standard, but still within the allowable range. |
Maintain the current message volume level until quality improves. Maintaining this level indefinitely may lead to a decrease in message volume. |
|
Low |
Exceeding the permitted limits |
The message volume level will decrease. Furthermore, substandard ZBS message templates will be disabled. |
Precautions:
If the ZBS delivery quality of the OA is consistently poor, in addition to reducing the message volume level, Zalo may decide to temporarily suspend ZBS service to the merchant until the merchant commits to improving the notification delivery quality.
• The quality of OA (Office Automation) is determined by the defect reporting rate during the corresponding quality assessment period: it is recommended that the daily security defect reporting rate be <0.1% [this percentage is based on the actual number of ZBSs sent by the OA in a day], to avoid reducing OA quality.
II. Levels of Zalo ZBS Message Quantity
Starting January 16, 2026, newly registered Zalo OA users will have a message volume level of 20,000 ZBS/day . This message volume level will be adjusted up or down over time based on the quantity and quality of messages sent.
|
Message quantity level |
The corresponding message type tags that can be sent |
describe |
|
1,000 ZBS/day |
Tag 1 -- Trading Tag 2 -- Customer Service Tag 3 - After-sales (Marketing) |
Penalty area for OA below the default threshold |
|
10,000 ZBS/day |
||
|
20,000 ZBS/day (starting) |
Default starting point after registration |
|
|
50,000 ZBS/day |
-- |
|
|
Unrestricted |
-- |
Special Note: Mechanism for sending and receiving [Marketing] ZBS template messages
| Classification | Mechanism details | Explanation/Example |
| End users receive monthly marketing ZBS quota |
The maximum number of after-sales messages each user can receive per month through the official account (OA): You can publish a maximum of 1 news item per day (and a maximum of 30 news items per month). |
User A's phone number is 0123456789:
|
| When the OA system sends marketing messages, the display stream is shown. |
Users who currently have "effective interaction" with the official account can now receive notifications in the inbox tab as they are now. Users do not have "effective interaction" with the OA system => receive notifications in the Business Box. |
In ZBS marketing template messages, "effective interaction" is defined as the following action: This user is currently following the official account. |
III. Upgrade/Downgrade Standards
1. Raise standards
(1) ZBS sent in the past 7 days are of high quality.
(2) Number of messages successfully sent in the last 7 days = 2 x [Current daily message limit of OA]
Precautions:
• Once the above conditions are met, the ZBS message quantity level can be upgraded by one level;
• After the message quantity level changes (whether it is upgraded or downgraded), it must wait 7 days before it can be reviewed and evaluated, and the message quantity level will be changed again on the 8th day .
• For OA systems that have no history of using ZBS services , sending the first ZBS message on day X will trigger a quality audit mechanism starting from day X+1. After waiting for a period of time (7 days) after day X (i.e., after day X+8), the first audit will be conducted.
Example 1: After the first ZBS message is sent , the message quantity is limited to increase from 20,000 to 50,000 within 9 days.
|
Day 1 |
the next day |
Day 3 |
Review waiting period |
Day 8 (Review Day) |
Day 9 |
|
|
ZBS message successfully sent by the merchant (new) |
10,000 |
10,000 |
20,000 |
0 |
0 |
0 |
|
ZBS successfully sent by the merchant during the review period |
10,000 |
20,000 |
40,000 |
40,000 |
40,000 |
40,000 |
|
Message restrictions |
20,000 |
20,000 |
20,000 |
20,000 |
20,000 |
50,000 |
Example 2: Send ZBS messages after the first quality audit , with the message quantity limited to 50,000 over 8 days, increasing to an unlimited number.
|
Day 1 |
the next day |
Day 3 |
Review waiting period |
Day 7 (Review Day) |
Day 8 |
|
|
ZBS message successfully sent by the merchant (new) |
30,000 |
30,000 |
40,000 |
0 |
0 |
0 |
|
ZBS successfully sent by the merchant in the past 7 days |
30,000 |
60,000 |
100,000 |
100,000 |
100,000 |
100,000 |
|
Message restrictions |
50,000 |
50,000 |
50,000 |
50,000 |
50,000 |
Unrestricted |
2. Downgrade Criteria
If the quality of ZBS messages sent in the last 7 days is low, the message quantity level will be reduced by one level.
IV. Automatic Violation Handling Mechanism
If the rate of false reports suddenly rises in a short period of time, an automatic violation handling mechanism will be implemented to reduce the number and level of messages.
Condition: When [Total Daily Bad Reports] > [2% x Current Daily OA Quota]
Result: Daily OA quota is reduced by 1 level (can occur a maximum of once per day).
Precautions:
1. It operates in parallel with the daily quota increase/decrease mechanism;
2. Unaffected by the 7-day waiting period following any increase or decrease in the quota;
3. The penalty mechanism can only be applied once per day between 00:00 and 24:00.
4. Assessment frequency: once per hour. Assessment time range: from the beginning of the day to the present.