Gunshop.vn

The brief

An airsoft and outdoor gear shop with a customer list and no follow-up. Everyone got the same message or no message at all — and in Vietnam the channel that actually gets read is Zalo, not email.

The approach

Customer care as an automation pipeline rather than an app. Customers are segmented into four groups — first-time buyers, returning customers, VIPs and cold — and each group has its own ZNS journey. 36 ZNS templates were written and registered, because Zalo requires every template to be approved before it can be sent.

n8n orchestrates: it reads order data out of Haravan, decides which segment a customer belongs in, and sends through the Smartgift middleware rather than calling Zalo directly — one integration to maintain instead of the full approval surface.

The harder parts

Template approval is the schedule. You cannot iterate on copy the way you would on a landing page: every variation is a new template, submitted and waiting. So the messages had to be designed as a small, reusable set with variables doing the work — and the segmentation logic had to be right before the templates were written, not after.