Connecting WeChat to maaiiconnect

Connect your WeChat Official Account to your maaiiconnect service. Your visitors and customers' messages on your WeChat Account become omnichannel enquiries in your maaiiconnect service, which any of your staff can attend as one-on-one conversations.

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What is WeChat Official Account?

Learn more about WeChat Official Account.

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Reminder:

  • After the activation, it will automatically forward your visitor's and customer's WeChat Official Account messages to your maaiiconnect account.

  • Automatic replies and custom menus set in the WeChat Official Account Platform will no longer apply. See How to reactivate or edit Custom Menu after enabling Developer Mode.

  • Changes in any settings in the WeChat Official Account Platforms will affect your maaiiconnect WeChat channel. Please follow how to Configure and Enable the Basic Configuration Settings if you change any configurations.

 

Here is a simple flow to set up your maaiiconnect and WeChat Official Account (WOA).

 

Refer to the following step by step for the configuration.

Step 1: Sign in to WeChat Official Accounts Platform

  • Open the Login page of WeChat Official Account Platform.

  • You may change the platform's language setting to the one you want to use (1).

  • If you do not have a WeChat account, you may register for one before proceeding to the next step (2). Refer to the Guide provided by the WeChat Open Platform (available in Chinese language only).

  • If you already have an existing WeChat account, make sure it has Administration Access to your Official Account, then authorise it by scanning the QR Code on the Official Accounts Platform page (3).

WeChat Official Accounts Platform

 

Step 2: Navigate to Basic Configuration

  • After you have successfully logged in, go to Development > Basic Configuration (开发 > 基本配置).

Navigating to Basic Configuration

 

Basic Configuration

IP Whitelisting

If you enabled the IP Whitelisting in your WeChat Official Account, add the following IP Addresses to allow your account to access maaiiconnect.

  • 202.94.87.180
  • 103.251.198.4
  • 211.151.181.36

On the Basic Configuration page,

  • Click on the Config/View link of the IP Whitelist. IP whitelist setting window will display.

IP Whitelisting

  • Add the IP Addresses to the IP whitelist. One IP address per row.
  • Click on the Confirm modification button.

IP Whitelisting

  • To confirm and save the change, you will need to use an administrator account or a long-term operator of the WeChat Official Account to scan the QR Code to verify the action.

IP Whitelisting

 

Setting up the Basic Configuration the first time

If it is your first time setting up, click on Change Configuration (修改配置) to update the basic configuration settings (1) and refer to Step 3: Setting up the Basic Configuration.

 

Basic Configuration already setup

If you have already made changes to the Basic Configuration, click on Enable (启用) for your settings to take effect (2) and refer to Step 4: Enable Basic Configuration.

Basic Configuration Page

 

Step 3: Setting up the Basic Configuration

  • Sign in to your maaiiconnect service.
    From the navigation menu, go to Channels > Omnichannels, then click on the Create Channel button on the top-right corner.
  • Select WeChat

Setting up a new WeChat channel

 

You have not linked WeChat Official Account yet. This page will appear for the first time.

  • Click on the Set up a WeChat Account button.

Setting up a new WeChat channel

 

On the pop-up WeChat configuration page, fill in the following information:

  • Official Account Name - the Official Account Name of your WeChat.

Setting up a new WeChat channel

 

  • Server Address URL (1) - copy the URL that appears on the maaiiconnect side and paste it on its respective field located in the WeChat Platform > Development > Basic Configuration page.

  • Token (2) - copy the Token that appears on the maaiiconnect side and paste it on its respective field located in the WeChat Platform > Development > Basic Configuration page.

  • Developer App ID (3) - copy the App ID value located in the WeChat Platform > Development > Basic Configuration page and paste it in the maaiiconnect side.

Setting up a new WeChat channel

 

  • Developer Password (AppSecret) (5) - generate the Developer Password located in the WeChat Platform > Development > Basic Configuration and paste it in the maaiiconnect side.

  • Message Encryption Key (EncodingAESKey) (6) optional - go to WeChat Platform > Development > Basic Configuration then under Message Encryption Method (消息加解密方式), select Plaintext Mode.
    Click on the Random Generation, copy the code and paste it in the maaiiconnect side.

Setting up a new WeChat channel

 

- Lastly, go to WeChat Platform > Settings > Account info > Account details and copy the Original ID (4) value and paste it on the maaiiconnect side.
  • Once all information is given to the maaiiconnect side, click on the Continue button, and you will be redirected to the Channel Details page.

 

Step 4: Enable Basic Configuration

In the WeChat Official Account, click on the "Enable" button

  • After you click on the Enable (启用), a pop-up message will appear, asking you to confirm the action.
  • Click on Confirm.

The following will then happen in the background:

  • The WeChat server will send a verification request to the webhook with the query.
  • maaiiconnect will respond to the verification query once it successfully receives it.

Enabling Basic Configuration

 

Channel Details

Basic Information

The Channel Basic Information section contains the following details:

Channel Name

  • Add a name for your WeChat channel. The channel name can be up to 40 characters.
  • Click on the Save button.

Channel Name

 

Source
This is related to the above Basic Configuration Settings details.

 

Managing WeChat Source

To view, edit or delete your WeChat Sources in maaiiconnect, refer to the Manage Source section of this Guide.

 

Routing Settings

Routing rules help businesses with multiple customer service teams or groups distribute incoming customer enquiries to their preferred destinations.

Routing rules may be any of the following:

Alternative routing rule
Alternative routing distributes incoming enquiries based on the order of Destinations. Using this rule, you can have up to five Destinations per Channe. The order they are listed from top to bottom indicates their routing priority and succession (i.e., if a preceding Destination is unavailable or has timed out).

Percentage routing rule
Add two or more Destinations to your channel to use the percentage rule. This rule distributes incoming enquiries at a percentage value. It helps your customer service provide support according to your support teams or hours of operation.

Time routing
Add two or more Destinations to your channel to use the rime-based rule. This rule distributes incoming enquiries using time allocation. It helps your customer service provide customer support 24/7 effectively or according to your operating hours.

Routing Rules Types

To manage the routing rule:

  • On the Routing rules dropdown box, select the Routing appropriate to your customer service. It will then display the Destination as required to add.

 

Destination
A channel with multiple destinations routes customer enquiries to the succeeding destinations on the list if the first one is unavailable or has timed out.

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Minimise missed enquiries by adding multiple destinations in a channel.

Adding a Destination
To add a destination:

  • Click on the (+) button located on the right side of the Add Destination field. A pop-up window will display a list of created destinations to choose from.
  • Search or scroll up/down the destination list, select a destination, then click on the Add button.

Add a Destination

Removing a Destination
To remove an added Destination

  • Click on the trash icon beside it. A pop-up window will appear to confirm the removal.
  • Click on the Remove button.

Sample time routing settings

  • Back on the Routing Setting section, click on the Save button. A pop-up message will appear, asking you to confirm the action.
  • Click on the Confirm button.

Sample percentage routing settings

To rearrange the order of the Destinations:

  • Click on the dots on the left side of a Destination, then drag and drop it up or down to your preferred order.
  • Click on the Save button. A pop-up message will appear, asking you to confirm the action.
  • Click on the Confirm button.

Sample alternative routing settings

 

Sticky Routing

Sticky Routing is a relationship established between a visitor and a specific staff agent. The open enquiry from the same visitor directly routes to the same staff agent.

Enabling Sticky Routing

  • To enable the Sticky Routing function, click on the grey (disabled) toggle button to switch it on.

Disabling Sticky Routing

  • To disable the Sticky Routing function, click on the green (enabled) toggle button to switch it off.

Sticky Routing

 

Messages Settings

Display Name Format
You may include a display name on your messages whenever your Staff members send them on behalf of your WeChat Official Account. Choose from the following options:

  • No Title
  • Staff First Name
  • Staff Default Display Name

Display Name Format

 

Welcome Message
Greet your visitors when they send you their very first message.

  • maaiiconnect provides a default welcome message; you can change it according to your preference.

Welcome Message

 

Away Message
When a visitor's enquiry is missed, send an auto-reply message that their enquiry will be attended to shortly.

  • maaiiconnect provides a default away message; you can change it according to your preference.

Away Message

 

After you have successfully done the above steps and onboarded maaiiconnect to the WeChat Official Account, you may now send a test message to your WeChat Official Account.

 

Created channels listed on the Omnichannel page.

Omnichannel Main Page

 

Managing WeChat Channels in maaiiconnect

To edit, suspend, or delete your WeChat channels in maaiiconnect, refer to the Managing Omnichannels section of this Guide.

 

Serving Chat Enquiries

Refer to Serving Chat Enquiries more information on how to serve an enquiry via the WeChat channel.

 

How to Reactivate or Edit Custom Menu

Custom Menu is disabled

If you activated the Developer Mode, by default, WeChat would disable your Custom Menu Configuration.

Reactivate Custom Menu

To re-enable it after enabling the Developer Mode, please follow the steps below:

  • Click “+ Add Plugin-ins (+ 添加功能插件)" and find "Custom Menu (自定义菜单)"

Add Plugin-ins -> Custom Menu

  • Select "Custom Menu (自定义菜单)" and enable it.

Enable Custom Menu

Then, you will see the Custom Menu is back in your WeChat Official Account;

 

Edit Custom Menu

In the case that you want to edit the Custom Menu after enabling Developer Mode in the future, please follow the steps below:

  • Disable 服务器配置 in the Development > Basic Configuration

Disable 服务器配置

  • Navigate to the Custom Menu in the Function > Custom Menu and click save.

Edit Custom Menu

  • Enable 服务器配置 in the Development > Basic Configuration

Enable 服务器配置

  • Click “+ Add Plugin-ins (+ 添加功能插件)" and find "Custom Menu (自定义菜单)"

Add Plugin-ins -> Custom Menu

  • Select "Custom Menu (自定义菜单)" and enable it.

Enable Custom Menu

 

Known Limitations

:white-check-mark: You can only connect WeChat Official Account to maaiiconnect. You cannot connect to other WeChat Accounts (e.g. Personal Account).

:white-check-mark: You can connect or disconnect a WeChat Official Account to a maaiiconnect account. However, you can only connect one WeChat Official Account to one maaiiconnect account.

:white-check-mark: Supported Text, Media Content-Types and Size Limit

  • You can only send up to 3,900 characters per message.
  • You cannot recall messages from any Omnichannel enquiries.
  • Media (image, audio, video, emoji or file) is only available for the Chinese WeChat Official Account. It does not support if you have an Oversea WeChat Official Account (only support plain text).
  • DOC, XLS, PPT, and PDF and should not exceed 100 MB for a file
  • PNG and JPG and should not exceed 5 MB for an image
  • AAC, MP4, AMR and MPEG and should not exceed 16 MB for audio
  • MP4 and 3GPP and should not exceed 16 MB for a video
  • WeChat Official Account have a 48-hour window period when you can send messages and respond to enquiries. The following message appears when the window period has lapsed or the visitor has unsubscribed your Account: Sorry, your message can no longer send; the 48-hour message window has lapsed. Close this enquiry, or wait until the visitor sends a message again.

 

Help and Support

If your maaiiconnect service is not receiving messages from your WeChat customers and visitors:

  • Log on to your WeChat Official Account and check the details of your Basic Configuration and Account Details and please ensure all are the same with your maaiiconnect channel details.

  • Send a test message to your WeChat Official Account and check if your maaiiconnect service receives it.

If your maaiiconnect service is still not receiving any messages, contact our maaiiconnect Support Team at [email protected].

Updated 7 days ago


Connecting WeChat to maaiiconnect


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