Integrating WeChat Channel with Zoho SalesIQ

Integrating WeChat Channel with Zoho SalesIQ

Integrating WeChat with Zoho SalesIQ allows your operators to assist WeChat users directly from SalesIQ. When a customer send a message to your business' WeChat official account, your SalesIQ operators can instantly connect and assist the WeChat user easily from within the SalesIQ operator dashboard.

Prerequisites for this channel integration:
  1. A WeChat official account. Learn more about the type of official accounts here.
  2. Access to all API permissions for your official account. You can check this in your WeChat official account details by navigating to Settings > Development > Interface Privilege > API Permissions.
  3. You also require administrator privileges for your SalesIQ account.

Integrating WeChat with SalesIQ

Follow the below steps to integrate WeChat with Zoho SalesIQ.
  1. Log in to your Zoho SalesIQ account and your WeChat official account.
  2. On the SalesIQ dashboard, navigate to Settings > WeChat under the Messaging Channels section. 

  1. Click the Add button.
  1. Now, view all your available brands in your Zoho SalesIQ portal. You can add your WeChat account to any one of the available brands as you prefer. Select the brand you want to link your WeChat account with.

WeChat Configurations

IP whitelisting

  1. On the SalesIQ-WeChat channel page, copy the provided IP list in Step 1.
  1. Go to your WeChat official account. Navigate to Settings > Basic configurations > IP Whitelist and click on View.
  1.  In the IP Whitelist Settings section, paste the IP list. Click on Confirm modification to save the changes.

  1. Scan the QR code for verification.

  1. Back on SalesIQ, check the box to confirm pasting the IP list to WeChat and then click Next.

Account details

  1. Original ID
    1. The next step is to add your WeChat account details to SalesIQ.

    1. On your WeChat dashboard, navigate to Settings > Account info and scroll down to copy the Original ID.

    1. Now paste the Original ID to SalesIQ's WeChat Original ID field.

  1. App ID
    1. Next, on WeChat, navigate to Settings > Basic configuration and copy the Developer ID (App ID).

    1. Now paste the App ID to SalesIQ's WeChat App ID field.

  1. App secret
    1. Next, get the Developer Password (App Secret) from WeChat which is available just below the Developer ID (App ID).

Note: The App Secret is provided during initial account registration. You can also reset the App Secret here, if required.
    1. Now paste the App Secret to SalesIQ's WeChat App secret field.

  1. Token
    1. For the Token, you can either copy the token value from your WeChat dashboard under Basic Configuration > Token and paste it to SalesIQ or you can also generate a random token on SalesIQ by clicking on 'Generate token' and paste it to your WeChat dashboard. It can be done both ways.
    2. Click on Generate token.

    1. A random token will be generated. Copy the value.

    1. On WeChat, navigate to Basic Configuration and click on Change configuration.

    1. Paste the token value in the token field.

  1. Encoding AES key
    1. Similar to token value, you can either copy the Encoding AES Key from your WeChat dashboard under Basic Configuration > Encoding AES Key and paste it to SalesIQ or you can also generate a random key on SalesIQ by clicking on Generate Encoding AES Key and paste it to your WeChat dashboard.
    2. Click on Generate Encoding AES Key.

    1. A random key will be generated. Copy the value.

    1. On WeChat, paste the key value in the Encoding AES Key field.

  1. Plain text mode
    1. Please ensure that you have enabled the Plain text mode for message encryption and decryption methods in your WeChat settings. This mode is necessary for proper channel linking with SalesIQ.

    1. Back on SalesIQ, click on Next to move on to the next step.

Webhook URL

  1. Copy the Webhook URL on SalesIQ.

  1. Now, paste it in the URL text box under Settings > Basic configurations > URL.

  1. Click on Submit to save the changes.

  1. Back on SalesIQ, check the box to confirm pasting the Webhook URL to WeChat and then click on Next.

Department

  1. Select the SalesIQ department to which the WeChat chats must be routed to.

Note: It is important to note that chats from WeChat will be received on SalesIQ only if a department is selected here. If no department is selected here, the WeChat channel will not be configured completely and chats will not be received within the SalesIQ dashboard.
  1. Click Next.

Verify installation

  1. Finally, verify all the configurations and then click on Done to save.

 
This will ensure that your WeChat official account is connected to your SalesIQ. This means that the messages received on your WeChat will be received on your SalesIQ dashboard allowing your operators to easily handle chats from WeChat right inside SalesIQ.

Account Information  

After integration, you will be directed to the Account Info page, where you can view the details. If required, you can edit the account details from this page.


Set a preferred time limit to close missed chats

You have the option to set a preferred time limit to automatically close missed chats after a certain time of inactivity. This will convert the missed chats to closed chats after the specified duration. This can be done in the Preference tab under the Chat ending time limit section.


Points to Note:
  1. 48-hour messaging window
    1. WeChat Official Accounts have a messaging window of 48 hours to reply to a WeChat user.
    2. In case the operator tries to send a message to the WeChat user in the existing conversation after 48 hours of chat initiation, the message will not be received on the user's end.
    3. In case the WeChat user sends a message again after 48 hours, it would be initiated as a new chat and the messaging window will be reset.
  2. 5 consecutive message limit
    1. While in conversation with a WeChat user, operators can only send up to 5 messages consecutively.
    2. If there was no response from the WeChat user and a 6th message was sent by the operator, this message will not be received on the WeChat user's end.
    3. If the WeChat user responds, the message limit will be reset.

How can your users contact you via WeChat?

Your users can connect with your business on WeChat by finding your official account from the WeChat social timeline (also called WeChat Moments) and following your business' official account on WeChat, by scanning a QR code, by searching your brands name on WeChat's search tool for Official Accounts or you can share a name card of your WeChat Official Account in order for users to follow it. 
For more details, on WeChat official accounts click here.

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