WeChat Official Account Docking Guide
# WeChat Official Account Docking Guide
——Learn how to dock WeChat Official Account and how to manage the chat in WeChat Official Account in the admin console through this article
# Role of WeChat Official Account Channel
We would like you to know about the scenarios and roles of accessing the WeChat Official Account Channel before you learn how to dock it:
● After the customer closes the Official Account, the agent can still send messages.
● Submission-Ticket Transfer function can meet the non-timely communication scenarios of agent.
● Support docking custom menu by mobile site
# Preparation
Before starting the docking, you need to make some preparations and understand the restrictions of WeChat Official Account Channel:
# ● Preconditions
Register as WeChat Mini Official Account Admin certified by enterprise
# ● Restrictions
After the customer closes the Official Account, agent can send 20 messages to the user within 48 hours.
It supports sending text, pictures, files, audio, video, emoji, and bot messages via WeChat Official Account Channel.
Bot messages do not support triggering multi-round questions.
For push events by clicking the custom menu, push three times in one minute.
# How to perform channel docking
After understanding the preparations, we need to complete the docking in practice:
# ● Docking Methods
Docking method of WeChat Official Account Channel: Access by Scanning Code
# ● Access by Scanning Code
- Log in to Sobot admin console and click【Add Channel】in Docking Channel Settings menu to locate WeChat Official Account.
# Other Settings of WeChat Official Account Channel
After the above steps, you will complete the channel docking. Other available settings for channel are described below:
| 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 and reply of unknown answers for channel reception. |
| 3 | Docking Channel Settings > Trans-to-Agent Setting | Support Trans-to-Agent by Bot Understanding Answer, Guided Answer and Unknown Answer and Trans-to-Agent by Keyword. |
| 4 | Docking Channel Settings > Live Chat Setting | Support Group Reception, Agent Greeting, Reply of Agent Offline, Agent Nickname Display Control, System Message Prompt, and Service Summary Defaults Setting. |
| 5 | Docking Channel Settings > Satisfaction Evaluation | Support 5-Star and 10-Point Evaluation Template, Proactive Agent Evaluation Invitation, and Proactive Customer Evaluation. |
| 6 | Docking Channel Settings > Reply of Following the Official Account | When customers follow the official account, this reply will be sent automatically. Custom control is available. |
| 7 | Submission Setting > Submission-Ticket Transfer | Submission-ticket transfer mode supports configuring submission template by the channel; triggered submission scenarios include message prompt submission for no online agents, direct message prompt submission for queuing customer overrun, message prompt submission for queuing, and message prompt submission for agent off-duty time in trans-to-agent scenarios. |
| 8 | Statistics Monitoring > Channel Filter | Bot statistics and agent statistics support filtering by WeChat Official Account Channel. |
# FAQ
● Q: What API permissions will be granted when the official account grants permissions to Sobot & What impact will it have?
A: Permission granting by the official account to Sobot backend has no impact on the configuration of the WeChat backend and the third-party backend. All functions of the WeChat official account backend still can be used, such as Mass Messaging Function, Reply of Following the Official Account, Custom Menu, and Data Statistics.
See Table below:
| Permission Set | Required or Not | What impacts on the WeChat backend and the third-party platforms that have granted the permission? |
|---|---|---|
| Message Management Permission | Yes | Sobot and third-party platforms will reply to the user's message at the same time; the authorization has no impact on the configuration of WeChat backend and third-party backend |
| Custom Menu | Yes | Both Sobot and third-party platforms can update the custom menu of WeChat official account, and WeChat users will see the last updated custom menu; the authorization has no impact on the configuration of WeChat backend and third-party backend |
| User Management Permission | Yes | The authorization has no impact on the configuration of WeChat backend and third-party backend |
| Account Service Permission | No | The authorization has no impact on the configuration of WeChat backend and third-party backend |
| Webpage Service Permission | No | The authorization has no impact on the configuration of WeChat backend and third-party backend |
| Mass Messaging and Notification Permission | No | The authorization has no impact on the configuration of WeChat backend and third-party backend |
| Material Management Permission | No | The authorization has no impact on the configuration of WeChat backend and third-party backend |
● Q: Can multiple WeChat official accounts be bound to one Sobot account?
A: Yes, and you can set the agent mode and the skill group selection list for trans-to-agent for each official account.
● Q: Can we use WeChat Multi-Agent after authorizing Sobot?
A: No. Due to the limitation of WeChat's own message forwarding mode, after the "message management permission" is authorized to a third-party platform (such as Sobot), the new messages sent by users through the official account will only be sent to the third party, and WeChat will no longer send them to the WeChat Multi-Agent backend.
● Q: How do inquirers in WeChat transfer from chatbot to agent?
Answer: There are two ways: You can configure a "trans-to-agent" menu when customizing the menu in the Sobot backend, so that users can click the trans-to-agent menu to transfer to agent; or the user can directly enter "trans-to-agent", "agent", or "r" according to the prompts of the bot.
● Q: Can I disable the trans-to-agent guidance reply <system message: reply "trans-to-agent", "agent", or "r" for trans-to-agent>?
A: Yes. At present, this function can only be disabled by changing the configuration through R&D. Please contact the sales manager or after-sales manager.
● Q: Why can't I see the inquirer's nickname and avatar at the Sobot agent workbench?
A: Under normal circumstances, Sobot can obtain the user's WeChat openId, WeChat nickname and avatar. However, if the enterprise's official account is an individual subscription account or an official account not certified via WeChat, Sobot cannot obtain the user's nickname from WeChat. At this time, "official account name_ user's WeChat openId" will be used as the default user nickname.
● Q: When the inquirer inquires the bot with voice, why does the bot reply "the voice is unrecognized, I don't understand, please type"?
A: Please ensure that the "Receive voice recognition results" API is enabled in the WeChat「Developer Center」. When the user sends voice to the bot on the WeChat official account, the bot can reply directly. When the user sends voice to the agent, the agent can view the corresponding text translation on the workbench.
● Q: Can WeChat native access dock with the enterprise's system via user identity?
A: No. Sobot can obtain the user's WeChat openId through authorization, and generate the user ID of Sobot system on this basis. At present, this method of access has not implemented binding the user's ID in the enterprise system with the user ID of Sobot system like the PC inquiry component.