How to Share One Zalo Account with a Team: A Guide for Sales and Customer Service

In Vietnam, customers do not email your support address. They message you on Zalo, the country's most used messaging app, and they expect a quick answer from a number they recognise. So many sales and customer service teams end up trying to share one Zalo account with a team: one number on the business card, several people answering it. Customers like it, because they only need one number. Without a clear way of working, though, messages get missed, two people answer the same customer, and nobody knows who promised what. This guide explains why passing around a password or a phone is risky, the process that works, and a checklist to set it all up in one day.

Why sharing a password or one phone does not scale

Hubz started from exactly this situation. At a training centre, several staff answered students from one shared Zalo number. Messages were missed, some students got two replies, and when a student came back with a question, nobody knew who had told them what. Those are the three classic problems.

Security you cannot control

When the whole team knows the password, or holds the same phone, you cannot tell who is logged in. A former employee may still know the password. Removing one person means changing access for everyone.

Duplicate and missed replies

Nobody can see whether a message has already been handled. One customer receives two different answers within a minute; another waits all afternoon because everyone assumed someone else had replied.

No accountability

Every outgoing message carries the same name. When a wrong price or delivery date goes out, you cannot tell who sent it, so you cannot coach the right person. For a foreign-owned company used to ticketing tools and shared mailboxes, this is often the biggest surprise.

A Zalo shared inbox instead of a shared phone

The better model is the one you already know from email: a shared inbox. With Hubz, a product by BMS, your company connects the personal Zalo numbers it uses for work to one company workspace by scanning a QR code with the phone. Each staff member then signs in with their own Hubz account, in the browser on a computer, phone or tablet. Nobody needs the Zalo password or the phone that holds the number.

All conversations from all numbers appear in one list that updates in real time. You can filter by number or by status, or search. Text, images, files, stickers, links, contact cards and Zalo groups all show up in the inbox. That is the real difference between a Zalo shared inbox and simply opening several Zalo windows, which our guide to multiple Zalo accounts on one computer covers in detail.

How to share one Zalo account with a team: a standard process

Tools only help when everyone follows the same routine. Here is a lean process for sales and customer service teams.

Step 1: Take and assign conversations

Every conversation should have exactly one owner. In Hubz, a staff member takes a conversation, or a team lead or supervisor assigns it to a specific person. When needed, you change the person in charge. That way you always know who is handling which customer, and the audit log records actions in the workspace.

A simple rule: at the start of each shift, look first at open conversations that nobody has taken yet, and never reply in a conversation someone else holds unless it has been assigned to you.

Step 2: Keep status simple: open or closed

Hubz has only two statuses for a conversation: "Đang mở" (open) and "Đã đóng" (closed). That is deliberate. If something still needs doing, the conversation stays open; once it is handled, close it.

For anything you need to come back to, such as calling a customer on Monday or sending a quote at the end of the week, keep the conversation open and write the next step in an internal note. Close it only when the job is done.

Step 3: Internal notes instead of a side chat

Many teams discuss customers in a separate internal Zalo group, and the information gets lost. Internal notes sit on the conversation itself and are never shown to the customer: "Already given a 5% discount, do not quote again" or "Call back Friday afternoon". Whoever picks it up next sees the context at once.

Step 4: Quick replies for consistent answers

Repeated questions such as your address, opening hours or payment options deserve a standard answer. In Hubz you save quick replies and type "/" to insert one. The team gives the same correct answer, and new staff get up to speed faster. This is useful when your team answers in both Vietnamese and English.

Step 5: Only the person in charge replies

Duplicate replies usually happen when whoever sees a message answers it. The simplest rule: in each conversation, only the person in charge replies; anyone else who wants to add something leaves an internal note. The inbox updates in real time, so the whole team sees at once which conversations have been taken.

Step 6: Tag your customers

Tags give the team context in seconds: wholesale, retail, waiting for stock. Each customer also has a profile, so whoever picks up next does not have to start from scratch.

Central customer history that does not depend on one person

With messages stored centrally, whoever takes over opens the conversation and reads everything said before, with the internal notes and the customer's tags. If your company runs Odoo, the Odoo Zalo integration is open to early customers: it logs Zalo messages in the chatter of the Odoo contact with the same phone number.

Central history also protects you when someone leaves. The chat history belongs to the Zalo number, not to the staff member, so it stays; you simply assign another person in charge to their customers. Our article on what to do when staff leave with Zalo customers covers the full handover.

Zalo customer service software: a one-day set-up checklist

Morning: numbers and access

1. Choose the Zalo numbers you use for work. Ideally these are dedicated work numbers, not an employee's personal number.
2. Create a Hubz account for your company.
3. Connect each number by scanning the QR code with the phone that holds it.
4. Create teams (for example Enquiries and After-sales) and set each team's rights on each number: reply, or view only.
5. Add your staff and give each person a role: business owner, supervisor, team lead or staff member.

Afternoon: agree how you work

1. Create a shared set of customer tags.
2. Write 10 to 20 quick replies for the questions you get most often.
3. Agree the rules: who picks up new messages, when to close a conversation, what goes into internal notes.
4. For anyone working on a phone or tablet, add Hubz to the home screen from the browser so it opens like an app.
5. Test it: ask a colleague to message each number, then check it appears in the right place, take it, reply, add a note and close it.

A note on keeping shared numbers safe

Hubz connects personal Zalo accounts through an unofficial connection, so a number can still be restricted or blocked by Zalo. Hubz does not send bulk messages, does not add friends automatically, and alerts you when a number disconnects. Its Terms of use explain the risk and recommend a dedicated work number, a human pace, no bulk messages, and Zalo OA for broadcasts. The rest is down to how your team works: only message customers who expect to hear from you. Read more on how to use Zalo for sales safely.

Set up properly, one shared Zalo number becomes a tidy customer service channel: customers remember one number, and your team always knows who is doing what.

Frequently asked questions

Can several people use one Zalo account at the same time?

They can, but sharing the password or passing one phone around leads to duplicate replies, missed messages and no record of who sent what. A shared inbox, where each person has their own login, avoids that.

What is a Zalo shared inbox?

It is one list of conversations from all your Zalo numbers, answered by the whole team. In Hubz you connect each personal Zalo number used for work by scanning a QR code, then filter the list by number or by status.

How do I know which employee is handling a customer?

In Hubz every conversation has a person in charge: a staff member takes it or has it assigned. The audit log records actions in the workspace, so you can see who did what.

Does Zalo customer service software support bulk messages?

Hubz does not send bulk messages; it is built for one-to-one conversations with customers. For broadcasts, its Terms of use recommend Zalo OA, the official route.

Hubz is not affiliated with Zalo or VNG. Zalo is a trademark of its respective owner.