There are two parts of installation. On Zalo: - You need to create and verify a Zalo OA. See below link for guide: https://zalooa.freshdesk.com/support/solutions/articles/64000263415-h%C6%B0%E1%BB%9Bng-d%E1%BA%ABn-%C4%91%C4%83ng-k%C3%BD-t%C3%A0i-kho%E1%BA%A3n-oa-doanh-nghi%E1%BB%87p - Go to Zalo's website for developing https://developers.zalo.me/ then create an application. - Insert some information (phone number, email, ...) - Next step is going to Verify domain tab, then input https://topica-zalo.aasc.com.vn/zalo/handle and click Verify - You will receive an alert Not verified, click Verify now and download file from step 1 - Contact with admin (mail to hotro@adigitrans.com or chat to our Official Account https://zalo.me/3525501859347487108) to verify. - After admin setup, you can click Verify again - Go to Official Account tab > Manage Official Account and select OA which you want to connect. - Back to Setting tab and click activate this app (at top right) - In Official Account tab > Main setting, edit your Official Account Callback Url with below structure: https://topica-zalo.aasc.com.vn/zalo/handle?action=config&app=<zalo_app_id>&secret=<secret_key> app_id: your zalo app id secret_key: your zalo app's secret key these information can be found in setting tab - After inserted and saved, click copy button in above element (permission request path), then open new tab and paste it. If it shows OK then you can close this tab. - In Webhook tab, insert link: https://topica-zalo.aasc.com.vn/zalo/handle?action=msg&app_id=<zalo_app_id> If you are using Growth Plan, use below link https://topica-zalo.aasc.com.vn/zalo/handle?action=msg&app_id=<zalo_app_id>&isGrowthPlan=true then click to open these events: User sent image event (#2) User sent text event (#4) User followed Official Account (#10) Congratulation, Zalo setup is completed. On Freshdesk: - Open Chat interface, select setting button on top right then click Profile setting - Back to admin setting - In API Token, click Generate token and save it somewhere - In installation application interface (should be opened in new tab), insert some required information: Zalo App ID If you are using Growth Plan, just check Using Growth Plan and you don't need to insert App ID or setup webhook. App ID (Freshchat app, you can find it in Profile setting opened before, such as: https://abc.freshchat.com/a/1234/settings so your app id is 1234) Token (generated before, just copy and paste it here) - After inserted all, there will be a Webhook URL, you need to copy it and back to Freshchat setting tab. Go to WEBHOOKS and paste it in Webhook then click Save button. - Next step, back to installation tab, click Install button. Almost done ! Let's test chatting from Zalo to your Zalo Official Account and reply on Freshdesk. See the result. Instructions look like not easy, if you have any problem or anything not clearly, don't hesitate to contact with via mail or Zalo OA. If possible, we will use Teamviewer to install for you ;) By the way, we will have other solutions in near future or develop custom app to solve your problem. If your business have problems with Freshwork products/Bitrix/Zalo API or any other platform, contact with us and we will try to solve it for you. Our contact Mail: hotro@adigitrans.com Zalo Official Account: https://zalo.me/3525501859347487108 Thanks for choosing our solutions, hope you enjoy your times with it!