Customer support, system announcements and content moderation

Customer care and content areas#

The admin menu has two related groups. Customer care (Chăm sóc khách) contains Support (Hỗ trợ — the inbox of customer support requests) and Announcements (Thông báo — banners at the top of the customer app). Content (Nội dung) contains Customer pages (Trang khách hàng — review every page on the platform) and Moderation (Kiểm duyệt — handle abuse reports from visitors).

1. Answer support requests#

1. 1

   Open Admin › Support (Hỗ trợ). The KPI strip shows Waiting for support, Waiting over 24 hours (per the configured threshold), Answered, First response (30-day average) and Total requests. Click the Waiting over … hours card to see the longest-waiting requests first.

2. 2

   The left column is the request list. Use the tabs Waiting for support, Answered, Closed, All (Chờ hỗ trợ, Đã trả lời, Đã đóng, Tất cả); search by subject, customer or #code; the All types box (Mọi loại) filters Technical, Billing, Domain, Other; the clock button switches between newest and longest waiting. The ↑/↓ keys move between requests.

3. 3

   Click a request to open the conversation in the right column, with customer details (plan, join date, account status, other requests).

4. 4

   Type your reply in the reply box and click Send reply (Gửi phản hồi) or press ⌘/Ctrl+Enter. Click Send and close (Gửi và đóng, Shift+⌘/Ctrl+Enter) to send and close the request in one go. The customer gets an email every time you reply.

5. 5

   The Reply templates button (Mẫu trả lời) inserts a configured template, with {name} replaced by the customer's name. The attach button adds up to 4 PNG, JPG, WebP or GIF images of up to 5MB each; you can also paste or drag images into the box.

6. 6

   At the top of the conversation there is Close request (Đóng yêu cầu) or Reopen (Mở lại). The More actions menu (Thao tác khác) has Mark as answered, Move back to waiting, Copy request link, Copy customer email and Open customer profile.

7. 7

   Tick several rows in the list to Mark as answered, Close or Reopen them in bulk.

2. Support settings#

1. 1

   Click Settings (Cấu hình) at the top right of the Support page (requires the Support › Settings permission). Click Inbox (Hộp thư) to go back.

2. 2

   Quick reply templates (Mẫu trả lời nhanh): each template has a name and content, {name} is the customer's name. Click Add template (Thêm mẫu), use the arrows to reorder and the bin icon to delete. Reset to default (Về mặc định) reloads the 4 original templates. Up to 20 templates.

3. 3

   Team notifications (Thông báo đội ngũ): turn on Email when a customer creates or adds a message to email the owner, staff with the Support permission and the contact email. Batch bursts (Gom tin dồn dập) sets how many minutes to wait before notifying again while a customer keeps writing (0 = notify every message). Extra recipients (Email nhận thêm) takes up to 5 addresses separated by commas.

4. 4

   Handling › Long-wait warning (Cảnh báo chờ lâu): requests waiting longer than this many hours (1–168) are flagged red and counted in the backlog KPI; quick picks 4, 8, 24, 48 hours.

5. 5

   Per-customer limits (Giới hạn mỗi khách): Open requests (beyond this the customer must continue in an existing request), Requests per 24 hours, Reply after closing (a message to a closed request within this many days reopens it; 0 = a new request is required) and Images per request.

6. 6

   Customer request form › Message (Lời nhắn): a line shown on the customer's form, e.g. expected response time (up to 300 characters; leave empty to hide).

7. 7

   Click Save (Lưu) on the sticky bottom bar (or ⌘/Ctrl+S); Cancel (Huỷ) discards changes.

3. Broadcast system announcements#

Announcements are banners at the top of the customer app, used for maintenance notices, promotions or new features. Customers see at most 3 banners at once, with Warning-level ones prioritised; if more than 3 would show at the same time, the page warns you to turn some off or stagger their schedules.

1. 1

   Click Create announcement (Tạo thông báo). Under Content, enter a Title (at least 3 characters), choose the Level — Info, Good news or Warning (Thông tin, Tin vui, Cảnh báo) — and add optional Content and a “Read more” link (an internal path starting with / or an https:// address).

2. 2

   Under Schedule & audience, set Start (empty = now) and End (empty = never expires), or use the quick Show for buttons: 2 hours, 1 day, 3 days, 7 days. Choose Show to: All customers, Free-plan customers or Paid-plan customers.

3. 3

   Turn on Enable (show on schedule) so the announcement runs on its schedule. Turn on Customers cannot dismiss (incidents, important maintenance) if you do not want customers to close the banner.

4. 4

   In Translations for English / Chinese customers (optional), click Add translation to enter an EN/ZH title and content; a translation without a title is ignored.

5. 5

   Check the Preview at the top of the panel, switching VI, EN, ZH to check each language, then click Publish announcement (Phát thông báo); if the announcement is off, the button reads Save (not enabled).

6. 6

   In the list, each row's switch turns it on or off quickly; the … menu has Edit, Duplicate and Delete. When you change important content, turn on Show again to customers who dismissed it.

4. Review customers' pages#

1. 1

   Open Admin › Customer pages (Trang khách hàng). The four top cards count Total pages, Published, Drafts and Taken down; the tabs below filter by the same statuses.

2. 2

   Search by page name, slug or customer email; the All page types box filters by type. The table shows Page, Owner, Workspace, Status, Updated.

3. 3

   Click the eye icon to Preview a page. The … menu has Preview, Open customer profile, Unpublish (when the page is published) and Delete page.

4. 4

   Unpublish stops serving the page immediately; the customer can still republish it from the editor. Delete page is a soft delete: the page goes to the customer's trash and stops being served if it was published.

5. 5

   Tick several pages to Unpublish, Export CSV or Delete them in bulk.

5. Handle abuse reports#

Visitors can report a page through the platform's /report page (reasons: Phishing / data theft, Scam, Malware, Copyright / trademark, Illegal, Spam, Other). Reports are grouped by page in Admin › Moderation (Kiểm duyệt). Taking scam pages down quickly keeps browsers from blocking the platform's domain.

1. 1

   Open Admin › Moderation. The KPI cards show Needs action, Urgent (phishing, malware), Locked pages and Resolved. Tabs: Pending, Locked pages, Taken down, Not a violation (Chờ xử lý, Trang đang bị khoá, Đã gỡ, Không vi phạm).

2. 2

   In the Pending tab, urgent and most-reported items come first. Click View … reports to read the details. Do not open the reported URL directly as it may be malicious; use More actions › Safe view (Xem an toàn) to preview it through Customer pages.

3. 3

   Choose an action: Not a violation (optional note), Take down page (Gỡ trang), or More actions › Take down + lock owner (Gỡ + khoá chủ trang).

4. 4

   Take down removes the page from the Internet, deletes the published copy and LOCKS the page: the owner cannot republish or duplicate it until you restore it. A takedown reason is required (at least 5 characters) and is emailed to the owner together with how to appeal.

5. 5

   Take down + lock owner also suspends the owner's account (signing them out everywhere) and takes down all of that person's live pages. It is not available when the owner is an administrator.

6. 6

   If you took a page down by mistake, go to the Locked pages tab, click Restore (Khôi phục) and enter a reason. The page is unblocked but stays unpublished so the owner can republish it; if the owner's account is still suspended, unlock it in Admin › Customers.

Notes#

1. 1

   An announcement whose end time has passed is not shown to customers; the page reports an error if End is not after Start.

2. 2

   The “Read more” link does not accept //domain; use only internal paths starting with / or https:// addresses.

3. 3

   Selecting several report groups for bulk handling applies one shared reason to every page owner.

4. 4

   The Telegram bot can alert you instantly about new support requests, customer replies or new abuse reports; see the article SMTP email, Telegram bot and email templates.