Recently, Zalo Business Solutions (ZBS) officially announced the launch of ZBS Template Message – a standardized enterprise messaging solution designed to replace the previous ZNS and UID-based messages (transactional & promotional).
At the same time, Zalo has automatically migrated Business Accounts from the former ZCA to the new Zalo Business Solutions Account (ZBS Account).
These updates aim to enhance user experience while helping businesses maintain operational efficiency when deploying interactive messaging and customer engagement workflows on Zalo.
Join OMN1 as we walk through the latest ZBS updates and explore how businesses can maximize the effectiveness of Zaloforce in customer care and engagement.
1. Overview of ZBS Template Message
Starting January 1, 2026, Zalo Business Solutions officially launches ZBS Template Message – a standardized, template-based enterprise messaging solution that consolidates UID Transactional Messages, UID Promotional Messages, and ZNS Messages, while also automatically migrating Zalo Business Accounts from the former ZCA to Zalo Business Solutions Account (ZBS Account).
ZBS Template Message allows businesses to send template-based messages to their customers via Zalo UID or phone number, provided that all applicable service policy requirements are met.
ZBS Template Message consists of two main types: Transactional Messages and Post-sale Messages.
Classification | Description | Purpose |
|---|---|---|
Transactional Messages |
| This message group has the highest priority, ensuring timely and accurate delivery of essential operational and customer service information. |
Post-sale (Promotion) Messages |
| This group is designed to support marketing campaigns, drive engagement, and boost post-purchase revenue. |
2. Message Sending Methods for ZBS Template Message
Zalo Business Solutions provides two flexible sending methods, suitable for different business models and campaign objectives.
Method | Description | Advantages | Best suited for |
|---|---|---|---|
Sending via UID | Messages are sent directly to users via their Zalo UID. | - More cost-effective pricing. | - Businesses that have already collected user UIDs. |
Sending via Phone Number | Messages are sent based on phone number lists, similar to traditional ZNS messaging. | - Fast deployment without requiring UID data. | - Businesses that only have phone number data. |
3. Detailed Updates to ZBS Template Message Sending & Receiving Mechanisms
Topic | Component | Previous | New Update |
|---|---|---|---|
Quality evaluation mechanism & privileges | Maximum number of messages that can be sent per day (Daily quota) | Daily quota levels: | Daily quota levels adjusted as follows (1): |
User eligibility to receive Promotional messages | Users must have received at least one Transactional/CSKH message within the past 6 months to be eligible to receive Promotional messages from the OA. | Not required | |
OA Monthly Promotion Quota | Monthly Promotion Quota = 1/6 × (Total number of Transactional & CSKH messages sent in the previous 2 months) | Not required | |
User Promotional ZNS receiving limit per month | Maximum number of promotional messages each user can receive per month from an OA: | Maximum number of promotional messages each user can receive per month from an OA: | |
Message receiving time (New adjustment) | User message receiving time window | Receiving time was restricted for certain message types | Users can receive ZBS Template Messages 24/7 |
4. [NEW] Business Box – A Completely New Mechanism
Business Box will consolidate all “thread chat” conversations from Official Accounts (OAs) where the user does not have a “Valid Interaction”.
Specifically, Business Box automatically routes the display of messages when an OA sends a Promotional (After-sales) message as follows:
- Users with a “Valid Interaction” with the OA** → Messages are delivered to the Inbox tab, as currently implemented.
- Users without a “Valid Interaction” with the OA → Messages are delivered to the Business Box.
Business Box Message Display Routing:
(**) “Valid Interaction” (Meaningful interactions) in ZBS Template Message – Promotional (After-sales) messages is defined as the following condition: The user is currently following the Official Account (OA) (this is an update compared to the previous announcement).
5. Who Is Affected & Required Actions
5.1. Mandatory Conversion Group
Businesses currently using traditional UID messages or UID transactional messages must convert to ZBS Template Message before March 1, 2026. This is a mandatory requirement to ensure uninterrupted messaging operations and full compliance with Zalo’s content moderation policies.
Recommended steps:
1. Understand template concepts and content review guidelines
2. Create message templates for approval:
- Via ZCA / ZBS Account dashboard
- Via API for large-scale or automated systems
3. Integrate ZBS Template Message sending via UID API
(Detailed API documentation will be released in upcoming announcements.)
2. Non-mandatory Conversion Group
For businesses currently using ZNS via phone numbers, conversion to ZBS Template Message is not mandatory.
Existing message flows will continue operating normally without system changes.
However, businesses aiming to scale or unify their messaging infrastructure may consider adding ZBS Template Message via UID. While optional, this approach enables centralized message management, improved engagement efficiency, and full compliance with Zalo’s content review process.
6. Benefits of ZBS Template Message for Businesses
- Centralized Message Management:
Consolidates all message types into a single system, reducing operational complexity and minimizing errors. - Standardized Content & Policy Compliance:
All messages undergo a unified approval process, ensuring consistency and reducing compliance risks. - Flexible Sending & Cost Optimization:
One template can be sent via UID or phone number with transparent pricing, enabling cost-efficient outreach strategies. - Enhanced Customer Experience:
Supports rich content, images, and interactive CTAs, improving engagement and response rates. - Automation & System Integration:
Designed for API integration and automated workflows such as transaction alerts, reminders, and post-sale care. - Proactive Transition Planning:
A clear migration roadmap helps businesses prepare early and avoid service disruption.
Conclusion
Transitioning to ZBS Template Message is more than a feature update—it represents a major step forward in how businesses operate messaging on Zalo.
From content management and cost optimization to customer experience and automation readiness, ZBS Template Message empowers businesses to scale professionally and sustainably.
OMN1 is a leading partner in deploying Zaloforce and Zalo Business Solutions (ZBS), supporting businesses end-to-end—from strategy and system configuration to optimization and automation—helping unlock long-term value from Zalo.
👉 Contact OMN1 today for consultation on your ZBS transition roadmap and to ensure a stable, uninterrupted Zalo messaging operation.
