Summary
ZBS (Zalo Business Solutions) is Zalo's service for sending ZNS messages (templated notification messages) to a customer's Zalo phone number. PEKO uses ZBS to automatically send OTP codes, thank-you messages, order confirmations, order cancellations, points notifications and birthday greetings. Each message sent is deducted from your General Credit balance.
1. Two ways to send messages
PEKO OA (default, already connected): messages are sent through PEKO's shared Official Account. Each action is automatically matched to a ZBS template that PEKO has pre-approved – no template registration or setup needed.
Merchant OA (your brand's own Zalo OA): messages show your shop's OA name and logo, and support automations for vouchers, points and member events. Requires a Zalo OA package, connecting the OA and mapping templates (Settings → Integrations → Zalo OA → Set up).
2. Templates available on PEKO OA
See them under Settings → Integrations → Zalo PEKO OA → Configure.
OTP code: sends a verification code when a customer logs in or verifies.
Thank-you message: sent after a customer registers as a member or completes an experience.
Order confirmation: when a customer places an order successfully.
Order cancellation: when an order is cancelled.
Points earned: points notification after a purchase or receipt scan.
Birthday: birthday greeting and birthday offer.
3. Templates sent from a Merchant OA
Customer journey for loyalty members: the ZBS templates available with your own OA
4. Turn on Zalo ZBS messaging
Go to Admin dashboard → Customer app → General settings and scroll to Notification Methods.
Turn on the Zalo ZBS switch.
Under Provider, choose PEKO OA (ready to use) or Merchant OA (only available once your own Zalo OA is connected; if not, click Connect Zalo OA).
Check that your Credit Balance is enough to send messages.
Click View logs to see the history of messages sent.
5. Costs
Each ZNS message sent successfully is deducted from General Credit (Settings → Usage).
When the balance is low, you'll see the warning "Service may be interrupted due to low balance". Click Top up now to add credit (see the "General Credit" article).
When credit runs out, messages – including login OTP codes – may not be sent.
Notes
Customers only receive messages if their phone number uses Zalo.
App Push Notification (in the same Notification Methods section) is only for your brand's own mobile app.
Zalo login on the eShop requires your own connected Zalo OA.
FAQ
Customers aren't receiving the OTP via Zalo? Check your General Credit balance, that the Zalo ZBS switch is on, and that the customer's number uses Zalo.
How do I use my own OA? Buy a Zalo OA package, then connect it under Settings → Integrations → Zalo OA and choose Merchant OA.
Do I need to register templates with Zalo myself? Not if you use PEKO OA – the templates are pre-approved by PEKO.
How long does template approval take? About 2–3 weeks.
What's the difference between ZNS and ZBS? They are essentially the same – ZBS is the new name for ZNS.
ZNS (Zalo Notification Service): the old name for Zalo's automated customer-care messaging to phone numbers.
ZBS (Zalo Business Service / Zalo Business Solutions): the new name Zalo introduced from 1 January 2026 when it merged its B2B products and business message types (including the old ZNS) into one ecosystem and brand.
How is sending ZBS different from sending a Broadcast?
Criteria | ZBS | Broadcast |
Purpose | Notifications/customer care triggered by specific events or conditions | Send content to customers who follow your OA |
Recipients | Customers who meet the ZBS configuration | Users following the OA |
How it's sent | Automatically, based on scenarios/events | Created and sent by the merchant |
Examples | Order updates, points, vouchers, birthdays | Promotions, new products, events |
Control | Automatic, per configuration | Sent on demand |
In short: ZBS suits event- or condition-based notifications and customer care; Broadcast suits merchant-initiated marketing to customers who follow your OA.