# Compliance and guidelines

It is important to stay compliant when communicating with customers over Zalo. These measures include abiding by local rules and laws about customer data protection.

Non-compliance may result in being blocked from using the communication channel or being suspended permanently.

Note
Zalo services are available only to Vietnam-based companies. However, you can send ZNS messages to customers located in other countries.

## Zalo Notification Service
### Obtain consent [#obtain-consent-zalo-notification-service]

To send notifications over ZNS, your customers do not need to subscribe to your Zalo Official Account. However, you can contact a customer only in the following situations:

- The customer consents to being contacted and provides you a contact phone number.
- You notify the customer in advance about the purpose and conditions of sending notification messages.

### One message for each transaction [#one-message-for-each-transaction-zalo-notification-service]

You can send only one message about each transaction.

Example: You can send only one message reminding customers about payment.

### Message templates [#message-templates-zalo-notification-service]

To send notification messages, you must use predefined message templates that are approved by Zalo. Your Infobip account manager will assist you in preparing for the review process.
  
Message templates must follow these guidelines:

- Do not use promotional, advertising, or marketing content.
- Include at least one specialized variable for transactions or account balance (e.g. order code, money, product name...).
- Follow ZNS [terms](https://zalo.cloud/terms) and [guidelines](https://zalo.cloud/faqs) defined by Zalo.

The following table provides suggestions for type of information to include in the templates:
  
| ZNS use case | Example |
| --- | --- |
| Account setup | OTP to create new accountOTP to change passwordReport that account information is complete but not verifiedReport that account is waiting for approvalReport successful account creationReport expired account |
| Announcements and updates about financial information | Report successful profile creationReport successful profile approvalReport successful loan disbursementNotify about account statementNotify about account balance fluctuationRemind customers about upcoming interest or principal payment periodRemind customers about late paymentNotify about successful interest or principal payment |
| Notify and update about purchase and sale transactions | Confirm OTP transactionNotify about out of stock productConfirm successful purchaseNotify about order cancellationReport shipping statusInform about the expected delivery dateConfirm that customer successfully received the productSchedule an appointment to use the serviceReport the class schedule to studentsNotify about change to appointment or class schedule |