Omnichannel chat & AI
Messages from Zalo, Facebook and your website in one inbox; AI answers common questions based on your own business documents, and staff handle the rest.
Why businesses choose this module
Is your business facing these problems?
- Customers message across many channels, replies are slow, messages get missed
- Questions repeated all day: price, address, warranty
- New employees lack the information to answer
- Conversations are not saved to customer records
What's in the module
On the admin web and the 1ERP app, sharing one set of data.
Inbox & conversations
- Create, view conversations; send, delete messages
- Connected channel management
- Send documents and products from the system
- Voice and video calls in the app
AI & chatbot
- AI provider management, connection check
- AI chat sessions, quick chat
- AI usage statistics
- Hand over to staff when the AI is unsure
Knowledge base (RAG)
- Upload documents and FAQs
- View training log
- Edit answers, manage feedback
- Try the chatbot before enabling it
Image recognition
- Upload images, tag products
- Launch training
- Model version management
- Customer sends a photo → product suggestion
Sample workflow
- Incoming messagesFrom every channel into one inbox.
- AI answersFrequently asked questions are answered from the knowledge base.
- Hand over to staffHard questions, customers needing advice → handed to the person in charge.
- Save to CRMConversations are linked to customer records, with tickets created if needed.
- ImproveReview weak answers, fix them and retrain.
Who can do what
Each action is its own permission, toggled per group in Settings › Permission groups.
Customer care staff
- View / create conversations, send messages
- Use quick AI chat
Customer care management
- Manage channels
- Delete message
- View AI statistics
Admin AI
- AI provider
- Train the knowledge base, edit answers
- Image recognition training
Working in the 1ERP app
- Chat, voice messages and video calls in the 1ERP app
- Get new updates via notifications
- Internal chat, send orders / slips into the conversation
Connect other modules
- CRM & customer care — conversations → customers, tickets
- Products & e-commerce — send products, image recognition
- Sales & POS — close orders from chat
- Mobile & Desktop apps — in-app chat
Related channels & services
Zalo, Facebook, website
Gather messages from all channels in one place.
Telegram, Slack
Connections for the in-house team they already know.
Multiple AI providers
Choose and switch AI providers, and track usage costs.
Frequently asked questions
Can the AI give wrong answers?
It can. That's why there are logs and an answer-editing feature; uncertain answers are handed to staff.
Is the document data fed to the AI safe?
The knowledge base belongs to the business workspace; only authorized people can view or edit it.
Is technical knowledge needed to train it?
No — upload documents and FAQs and it's ready to use; the deployment team helps the first time.
Is this module included in every SaaS plan?
Yes. Every SaaS plan includes all modules — they differ in number of users, storage and server resources. Our consulting team helps you enable priority modules along a roadmap. See price list and implementation roadmap.