WeChat Agent Docking Guide

——Learn about the scenarios and specific operation steps of WeChat agent docking through this article

Role of WeChat Agent

Enterprise can access WeChat agents in WeChat internal and external scenarios, so that customers can initiate inquiries via WeChat and enterprise can send and receive messages through Sobot Agent Workbench.

● Rich traffic entrances: Access WeChat agent in multiple entrances such as Channels, Official Accounts, mini programs, WeChat Search, and WeChat Pay within WeChat as well as App and web pages outside WeChat.

● Message accessibility: Customers can communicate with agents in WeChat without adding friends, enjoying the same experience as chatting in WeChat. After agent replies, customer will receive a new message prompt in WeChat. The service is more sticky, with high interaction and open rates.

● Private service closed loop: Due to the rich access scenarios and higher message accessibility, WeChat agent is eminently suitable for public services to guide customers to add groups and friends and upgrade from public operation to private operation. The after-sales service scenario of private domain provides an entrance for private domain customers to ask questions and makes the private service scenario more closed-loop.

WeChat Agent Docking Process

WeChat agent provides two modes: "Live Chat" uses Sobot "Agent Workbench" to receive customers, and "WeCom Agent" uses "WeCom" to receive customers. If you want your agents to use "WeCom" to send and receive messages, you need to open the "WeCom Agent" product and enable WeChat agent on the WeCom backend.

"Live Chat" performs docking through the "3rd-party authorization management" mode and provides enterprises with WeChat agent channel integration services, and the agent sends and receives messages through the Sobot "Agent Workbench". The core docking process is as follows. |Link|Content|Role|Platform| |---|---|---|---| |Enable WeChat Agent|Apply to Open a WeChat Agent Account https://work.weixin.qq.com/kf|WeCom Admin|WeChat Agent Management Backend| |Channel Docking|1. Admin adds "WeChat agent" channel through "Docking Channel Settings", and WeCom admin scans the code to authorize; 2. Add "WeChat agent account" in the authorized bound enterprise, set the reception method of the channel, and get the chat link; 3. Deploy the channel entrance that the enterprise needs to use. . |Admin & WeCom Admin|Sobot Management Workbench| |Customer Reception|Customers use "personal WeChat accounts" to inquire about the enterprise's "WeChat agent account", and the agents receive them through "Sobot Agent Workbench". |Agent|Sobot Agent Workbench|

Preparation

WeChat attaches more importance to customer experience, and there will be some restrictions on enterprise application and services. Before use, you are expected to understand:

● "WeChat agent" should be registered and enabled using "WeCom". https://work.weixin.qq.com/kf

• An enterprise can open 10 "WeChat agent accounts", and each account can generate a separate link for deployment.

● Enterprises can only receive 100 customers if they are not verified and have not bound the Channels, and will be not restricted after the verification and binding.

● For every message sent by a customer, agent can only made 5 consecutive replies within 48 hours, and messages exceeding 5 will only be sent successfully again after the customer replies.

● You can bind multiple "WeChat agent accounts" on Sobot "Management Workbench" for unified management.

How to perform channel docking

● Add WeChat agent channel

In Docking Channel Settings, click Add Channel and select 【WeChat Agent】 to add.

Figure 1: Add WeChat agent channel  Figure 2: Add WeChat agent channel Use WeCom admin to scan code for authorization. In case there is no WeChat agent enabled, enterprises can submit to enable it through the WeChat guidance process.

Figure 3: WeChat agent scans code for authorization  Figure 4: Add WeChat agent opening guidance Enterprises can also apply for automatic opening of WeChat agent through the official website of WeChat agent (https://work.weixin.qq.com/kf/), under the following conditions:

Pass the enterprise verification (including legal person verification and payment verification)

● Recently add customers as friends through WeCom

● WeChat agent channel management

After the enterprise authorization succeeds, the authorized enterprise information can be viewed in Docking Channel Settings.

Figure 5: WeChat agent enterprise information If the enterprise has not created an agent account, you can click Add Agent Account. If the enterprise has created an agent account, you will automatically acquire the created agent account list after authorization. (One enterprise can create at most 10 WeChat agent accounts)

Figure 6: WeChat agent account list One Sobot account can be authorized to bind the WeChat agents of multiple enterprises.

Figure 7: WeChat agent enterprise list ##### ● WeChat agent channel deployment

Click on Agent Account Settings, copy the chat deployment link in Access Settings, and deploy it to 8 scenarios inside and outside WeChat. (Inside WeChat: Channels, web pages, official accounts, mini programs, Search, and Wechat Pay. Outside Wechat: APP and desktop site)

Figure 8: WeChat agent account access settings **1. Access Channels**

Access WeChat agent in the official Channels of your enterprise. After accessing, users can click 【Contact Agent】 at the Channels homepage.

Log in to WeChat agent (「WeChat Agent」 https://work.weixin.qq.com/kf), click "Access" in Start Access - Channels Access, and select the Channel to bind.

Figure 9: Access Channels  Figure 10: Access WeChat agent in Channels Note: Enterprises can only receive 100 customers if they have not bound the Channels, and will be not restricted after the binding.

2. Access WeChat web page

Select WeChat agent account you need to access and copy chat link in Settings-Access Setting.

Figure 11: Copy chat link Customize the display pattern of agent link in web pages, such as encapsulating the link as a button, icon, etc.; in case of computer web pages, convert agent link into a QR code and embed it in the web pages, and add prompts such as "Initiate a WeChat agent inquiry by scanning the code".

When users visit the page on the cell phone, they can click to inquire the agent account; if they visit the page on the computer, they can use their cell phones to scan the QR code and will automatically jump to WeChat to initiate inquiry with agent after scanning the code. (Note: Users can only initiate WeChat agent inquiries on their cell phones. If they click on the agent link on the computer, they cannot initiate inquiries and will be prompted to "Please copy the link and open it in your mobile browser")

Figure 12: From left to right: WeChat intranet page, WeChat agent QR code, WeChat agent account **3. Access WeChat Official Account**

Select WeChat agent account you need to access and copy chat link in Settings-Access Setting.

Figure 13: Copy chat link Log in 「WeChat Public Platform」 - http://mp.weixin.qq.com/, name the official account menu as「Contact Agent」 or 「Inquire Agent」, and set the menu jump page address to this agent link.

Figure 14: Custom menu of official account Users can initiate inquiries to this agent account by clicking official account menu.

Figure 15: From left to right: Custom menu of WeChat official account, WeChat agent account **Note:**

The above access methods only support Service Accounts and non-personal Subscription Accounts. For personal Subscription Account, you can set the menu type as "Send Message" and configure the agent link after converting it into QR code image, and users can click on the menu to get the QR code and identify to inquire the agent.

4. Access WeChat Mini Program

Get the external enterprise ID and 「Agent Link」 in the WeChat agent management backend

In the "Function - Agent - WeChat Agent" of the mini program management backend, fill in the corresponding enterprise ID of WeChat agents with the same subject to complete the binding of the mini program and WeChat agents.

Figure 16: Mini program backend, select Function-Agent  Figure 17: WeChat agent binds enterprise ID Call API https://developers.weixin.qq.com/miniprogram/dev/api/open-api/service-chat/wx.openCustomerServiceChat.html%20 to finish access.

Note: Only the WeChat agent under the enterprise ID bound in the mini program management backgend can be accessed normally

5. Access Search

Complete enterprise verification.

Figure 18: Enterprise verification Select WeChat agent account you need to access and copy chat link in Settings-Access Setting.

Figure 19: Copy chat link Log in to https://mp.weixin.qq.com/, and configure at 「Search-Official Section-Configure Official Section-WeChat Agent」.

Figure 20: Configure WeChat agent account When searching brands in Search of WeChat, users will see 「Contact Agent」 entrance in brand zone and can click to inquire corresponding agent .

Note: Agent search will only be displayed to the public if the brand zone is rated A or B.

Figure 21: From left to right: WeChat Search entrance, WeChat agent account **6. Access WeChat Pay**

Find the corresponding enterprise ID.

Figure 22: WeChat agent-Enterprise ID Select WeChat agent account you need to access and copy chat link in Settings-Access Setting.

Figure 23: Copy chat link Log in to https://pay.weixin.qq.com/index.php/core/home/login?return_url=%2F, and fill in the enterprise ID of agent and the agent link in 「Product Center-PaaS-Product Configuration」 as per the guidance.

Figure 24: WeChat Pay Merchant Platform-WeChat agent module configuration After successful payment by WeChat, users can click "Contact Merchant Agent" on the payment voucher to initiate an inquiry to the corresponding agent account.

Figure 25: From left to right: WeChat Pay entrance, WeChat agent account **7. Access App**

Log in to https://open.weixin.qq.com/, check and copy the corresponding AppID in 「Admin Center-Application Details」.

Figure 26: WeChat Open Platform-Copy APPID In 「WeChat Outside Access-Associate App」, fill in AppID and associate the same-subject app that has been approved by WeChat Open Platform.

Note: One AppID can be associated with 15 WeChat agents, and can only jump to WeChat and open WeChat agent normally after the association.

Figure 27: WeChat agent platform-Associate App Select WeChat agent account you need to access and copy chat link in Settings-Access Setting.

Figure 28: Copy chat link Access WeChat SDK in App and call https://open.work.weixin.qq.com/kf/doc/92512/93143/94771 API capability. Users can click in the App to automatically jump to WeChat and open the corresponding WeChat agent chat, initiating inquiries to agent

Figure 29: From left to right: Enterprise APP entrance, WeChat agent account **8. Access Web Page** Select WeChat agent account you need to access and copy chat link in Settings-Access Setting.  Figure 30: Copy chat link Customize the display pattern of agent link in web pages, such as encapsulating the link as a button, icon, etc.; in case of computer web pages, convert agent link into a QR code and embed it in the web pages.

When users visit the page on the cell phone, they can click to inquire the agent account; if they visit the page on the computer, they can use their cell phones to scan the QR code and will automatically jump to WeChat to initiate inquiry with agent after scanning the code.

Figure 31: From left to right: WeChat intranet page and WeChat agent account opened by code scanning Mutual Exclusion of WeChat Agent Authorization

"WeChat Agent Account" can be managed by "WeChat Agent Independent Backend" and "WeCom Application Backend", both of which are mutually exclusive.

If WeCom Application Backend is enabled, live chat cannot receive customer messages. Log in to the WeChat Agent Independent Backend, and click "Use" in the image below to restore the authorization to use (the WeCom Application Backend is disabled at this time).

Figure 32: WeChat agent backend, WeCom occupancy authorization prompt If you are prompted with "WeChat agent has been authorized to a third party" when authorizing, you need to check the authorization status of "Development Configuration - 3rd-Party Authorization Management" in the WeChat Agent Backgend. If it has been authorized to other 3rd parties, you need to click "Cancel Authorization" to unbind and then scan the code to authorize again in "Sobot Backend - Add WeChat Agent Channel".

Figure 33: Prompt for authorized WeChat agent  Figure 34: WeChat agent backend, 3rd-party authorization management #### Other Available Settings for Channel

After the above steps, you will complete the channel docking. Other available settings for channel are described below:

Note: If your enterprise has upgraded and is using the Diversified Reception Scheme, please configure the reception mode through the corresponding menu. Refer to: Reception Scheme Guide

Serial No.	Function	Capability
1	Docking Channel Settings > Agent Reception Mode	Support Intelligent Agent (Agent-AI cooperation mode), Agent Only, and Bot Only.
2	Docking Channel Settings > Bot Setting	Support switching bots, bot nicknames, replies to unknown answers, and replies to unknown files for channel reception.
3	Docking Channel Settings > Trans-to-Agent Setting	Support trans-to-agent by bot unknown answer, trans-to-agent by keyword, and trans-to-agent guidance text.
4	Docking Channel Settings > Live Chat Setting	Support group reception, agent greeting, reply of agent offline, and agent nickname display control.
5	Docking Channel Settings > Satisfaction Evaluation	Support 5-Star Rating, proactive agent evaluation invitation, and proactive customer evaluation.
6	Submission Setting > Submission-Ticket Transfer	Submission-ticket transfer mode support configuring submission template by channel; triggered submission scenarios include prompt submission when there are no online agents in trans-to-agent scenarios and prompt submission beyond agent's work time.
7	Statistics Monitoring > Channel Filter	Bot statistics and agent statistics support filtering by WeChat agent channels.