Configure a WeChat channel

Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.

WeChat channel

Organizations enhance business efficiencies in certain geographical areas by integrating social messaging channels such as WeChat, which has a large user base in Asia, into Omnichannel for Customer Service.

Note

The WeChat channel isn't available in the Government Community Cloud (GCC) region.

Prerequisites

Make sure that the following prerequisites are met:

Get WeChat account details

To integrate a WeChat channel with Omnichannel for Customer Service, get the following details:

  • Original ID: Original ID in the WeChat service or sandbox account.
  • Developer ID: Application ID associated with your WeChat service or sandbox account.
  • Developer password: Application secret used for authentication.
  • Token: Customer-defined string.
  • Message encryption key: Message encryption key in WeChat. If you're using a sandbox WeChat account, use a key of your choice.

Create a WeChat channel

To create a WeChat channel

  1. In Dynamics 365, go to one of the apps, and perform the following steps.

    1. In the site map, in Customer support, select Channels.

    2. In Accounts, for Messaging accounts, select Manage.

  2. On the Accounts and channels page, select New account.

  3. Enter the following details:

    1. On the Channel details page, specify a name and in Channels, select WeChat, and select Next.
    2. In Account details, enter the following information:
    • Original ID: Specify the WeChat account number.
    • Developer ID (AppID): Specify the WeChat Developer ID.
    • Developer password (AppSecret): Specify the WeChat Developer password.
    • Token: Specify the WeChat token.
    • Message encryption key (EncodingAESKey): Specify the WeChat Message encryption key for service account. If you're configuring a sandbox account, use a key of your choice.
    1. On the Callback information page, copy the values that you see in the two boxes. You'll update the copied information in the WeChat account.
    2. Select Done. The WeChat account instance is created.
  4. To configure routing and work distribution, you can create a workstream or select an existing one.

  5. Select the workstream that you created for the WeChat channel and on the workstream page, select Set up WeChat, and do the following steps:

    1. On the WeChat setup dialog box, on the WeChat page, select the account that you created.

    2. On the Language page, select a language.

    3. On the Behaviors page, configure the following options:

    4. On the User features page, set the toggle for File attachments to On and select the following checkboxes if you want to allow agents and customers to send and receive file attachments. More information: Enable file attachments.

      • Customers can send file attachments
      • Agents can send file attachments
    5. Verify the settings on the Summary page, and select Finish. The WeChat channel instance is configured.

  6. Configure routing rules. More information: Configure work classification.

  7. Configure work distribution. More information: Work distribution settings

  8. Add a bot. More information Configure a bot.

  9. In Advanced settings, configure the following options based on your business needs:

Configure WeChat details

If you're using the service account of WeChat, perform the following steps:

  1. Sign in to your WeChat Service Account, and then paste the IP allowlist and server address, which you copied from Omnichannel admin center (deprecated) app in the preceding procedure, in their respective boxes. The IP address of the Omnichannel for Customer Service application is not blocked in the WeChat firewall. The server address helps establish the connection between WeChat and Omnichannel for Customer Service.

  2. In WeChat, make sure that you select Security Mode under Message Encryption Method for encryption of the chat messages.

  3. Select Submit.

Create a WeChat channel in Omnichannel Administration

Important

Support for the Omnichannel Administration app ended on April 30, 2022, and the app was removed in July 2023. We recommend that you use the Customer Service admin center app to configure the latest features, such as unified routing and voice channel. More information: Omnichannel Administration app is deprecated

  1. In Omnichannel Administration, under Channels, select WeChat.

  2. Select New. The New WeChat page appears.

  3. On the General tab, in the Step 1: Account details area, enter the following details:

    • Name: Specify a name for the channel.
    • Owner: Accept the default owner, or change to specify a different owner.
    • Service Account: Specify the WeChat service or sandbox account number.
    • Developer ID (AppID): Specify the WeChat Developer ID.
    • Developer password (AppSecret): Specify the WeChat Developer password.
    • Token: Specify the WeChat token.
    • Message encryption key (EncodingAESKey): Specify the WeChat Message encryption key for service account. If you're configuring a sandbox account, use a key of your choice.
  4. In the Step 2: Work distribution area, for Work Stream, select the out-of-the-box workstream for WeChat. Alternatively, you can create a work stream for WeChat and associate it with the WeChat channel.

  5. Select Save. The details are saved, and data is populated in the Step 3: Callback information section.

  6. Copy the information displayed in the boxes. This step is required for only WeChat service account.

Modify settings for a specific WeChat account

  1. In the Omnichannel Administration app, go to your WeChat application and select the WeChat account you want to modify.

  2. On the General settings tab, provide the following information:

    • Language: Select the preferred language for your WeChat account.

    • Work stream: Select an existing workstream or create a new one.

    • Enable file attachments for customers: Set to Yes to allow customers to send file attachments to agents. Otherwise, set No.

    • Enable file attachments for agents: Set to Yes to allow agents to send file attachments to customers. When the agent sends an attachment, the app uploads the attachment to WeChat and captures the media ID. Otherwise, set No.

      To learn more about attachments, see Enable file attachments.

      To learn more about uploading media in WeChat, see WeChat developer documentation.

  3. On the Automated messages tab, configure automated messages.

  4. On the Surveys tab, configure a post-conversation survey.

Privacy notice

If you enable this feature, your data is shared with WeChat and flows outside of your organization's compliance and geo boundaries (even if your organization is in a Government Cloud Community region). More information: Connect a bot to WeChat.

Customers are solely responsible for using Dynamics 365, this feature, and any associated feature or service in compliance with all applicable laws. This responsibility includes laws that relate to monitoring, recording, and storing communications with their end users. This includes adequately notifying end users that their communications with agents might be monitored, recorded, or stored and, as required by applicable laws, obtaining consent from end users before using the feature with them. Customers are also encouraged to have a mechanism in place to inform their agents that their communications with end users might be monitored, recorded, or stored.

See also

Channels in Omnichannel for Customer Service
Use a WeChat channel
Delete a configured channel
Support for live chat and asynchronous channels