Scale Flow

ScaleFlow helps your business receive customer messages, answer faster with AI, and keep every support task organized in one place.

You do not need technical knowledge to use ScaleFlow. Start with the basic setup, connect the channels your customers already use, prepare simple business information for AI, then let your team manage conversations and tickets from one shared workspace.

How ScaleFlow works

1. A customer sends a message from Zalo, Facebook, WhatsApp, Telegram, your website Chat Widget, or another connected channel.
2. The message appears in Inbox.
3. AI Assistant can answer automatically, suggest a response, summarize the conversation, or ask a human staff member to continue.
4. Flows can run multi-step automation—for example welcome messages, AI handoff, or waiting for a reply—when you need more than a single AI answer.
5. If the issue needs follow-up, your team creates a Ticket.
6. Staff members use Contacts, Tickets, and Analytics to finish the work and improve service quality.

Best starting path

Follow these pages in order if you are new:

1. Account Registration: create your account and sign in.
2. Getting Started hub: use the checklist and optional quick setup wizard.
3. Channel Integration: connect Zalo OA, LINE, WhatsApp, Messenger, Telegram, Instagram, Chat Widget, and more.
4. Knowledge Usage: add the information AI should learn from.
5. AI Agent Usage: create the AI worker that uses your Knowledge.
6. AI Assistant: turn on the AI experience inside Inbox.
7. Inbox Usage: reply to customers and manage conversations.
8. Ticket Usage: track customer issues until they are solved.
9. Flow Usage: automate multi-step workflows with triggers and deployed runs (optional, after channels and agents are ready).

Website chat, mass messages & automation (optional)

• Chat Widget — embed a chat box on your website; messages arrive in Inbox like other channels.
• Broadcasts — send one message to many customers (or run a repeating campaign).
• Flows — design step-by-step automation (greeting, AI agent, conditions, deploy runs).
• Settings — prepare labels, lists, stages, and reply snippets for the whole team.

Everyday example

A small online shop connects its Zalo OA to ScaleFlow. A customer asks, "Do you have size M in black?" The message appears in Inbox. AI Assistant checks the shop's product Knowledge and replies with the available options. If the customer asks for a refund, AI Assistant creates a Ticket and assigns it to the support team. A staff member reviews the ticket, checks the order, replies to the customer, and marks the ticket as resolved.

Feature map

Feature	Use it for
Account Registration	Get into ScaleFlow for the first time.
Getting Started hub	Follow the first-day checklist, tours, and quick setup wizard.
Channel Integration	Bring customer messages into one Inbox. Setup guides: Zalo OA, LINE, WhatsApp, Telegram, Instagram.
Chat Widget	Add a chat box to your website; visitor messages appear in Inbox.
AI Assistant	Let AI help with replies, summaries, follow-ups, and automatic support.
AI Agent	Build the AI worker that knows your business rules.
Knowledge	Store FAQs, policies, documents, and website content for AI.
Inbox	Handle daily customer conversations.
Tickets	Track issues that need follow-up.
Contacts	Keep customer information organized. See also merge duplicates.
Broadcasts	Send one message to many customers, or run a repeating campaign. Prepare approved message templates in your connected channels first.
Settings	Prepare labels, lists, stages, ticket types, snippets, and email unsubscribe preferences.
Integrations	Connect HubSpot, Freshdesk, Google Drive, Google Sheets, Make, and more. See also Google Drive, Google Sheets, and Make guides.
Flows	Design automation with triggers, steps, publish versions, and deploy runs. Works with Chat Widget and messaging channels.
Analytics	Understand message, conversation, ticket, contact, and broadcast activity.
Data Masking	Hide sensitive contact fields (phone, email, name) for selected roles.