Configuring the WeChat Channel

A tenant administrator can configure the WeChat channel for customers to access.

Prerequisites

Prerequisites for key-based hosting
- The system administrator has uploaded the WeChat authentication certificate on the Configuration Center > System Management > Certificate page. To obtain the certificate, click the certificate name shown in the red box of Figure 1 and then click Export.
  Figure 1 Exporting the WeChat certificate
- In the test environment, you have logged in to the WeChat Official Accounts Platform and applied for a test account access ID and secret in advance.
  1. Visit the test account website of the WeChat Official Accounts Platform at https://mp.weixin.qq.com/debug/cgi-bin/sandboxinfo?action=showinfo&t=sandbox/index, and use your personal WeChat account to scan the QR code for login.
    Figure 2 WeChat Official Accounts Platform
  2. Obtain information about the test account.
    Figure 3 Test account information
- In the commercial environment, you have accessed the WeChat Official Accounts Platform and registered an official account in advance.
  1. Visit the website of the WeChat Official Accounts Platform at https://mp.weixin.qq.com/ and register a WeChat official account by referring to the following WeChat documents. Among the multiple WeChat official account types, you are advised to choose a service account.
    - To register an account outside Chinese mainland, see https://kf.qq.com/faq/220601uYfUz2220601UVJjmU.html.
  1. Log in to the WeChat Official Accounts Platform, choose Official Account > Settings and Development > API Management > Basic Settings, and obtain the values of AppID and AppSecret.
  2. Add the public IP address of the AICC to the IP address trustlist.
    1. Log in to the K8s container backend of the AICC and query the WeChatAdapter container.
    2. Access the WeChatAdapter container. aicc-wechatadapter-7b66c5bc6-9db25 indicates the WeChatAdapter container queried in 3.a.
```
klog aicc-wechatadapter-7b66c5bc6-9db25 bash
```
    3. Run the following command. The IP address in the red box of Figure 4 is the queried IP address.
```
curl ipinfo.io
```
      Figure 4 Public IP address
    4. Select and add the external public IP address of the AICC queried in 3.c to the IP address trustlist.
Prerequisites for QR code–based hosting
The enterprise official account has passed the WeChat authentication. In addition, a third-party platform account has been created and released on the entire network.

Context

If the app ID and app secret provided by WeChat change, the WeChat channel involved in the AICC also needs to be modified. The modification method is as follows: Choose Configuration Center > Access Configuration > Channel Configuration as a tenant administrator, click Edit in the Operation column corresponding to the involved channel, and update the values of App ld and App Key.
After enabling WeChat message encryption switch, set EncodingAESKey to the value on the WeChat Official Accounts Platform. If the value on the WeChat Official Accounts Platform is changed, you need to change the value on the AICC as follows:
- On the WeChat platform: Log in using a developer account, and update the value of EncodingAESKey.
- In the AICC: Sign in as a tenant administrator, choose Configuration Center > Access Configuration > Channel Configuration, click Edit in the Operation column corresponding to the involved channel, and update the value of EncodingAESKey.

Procedure

Sign in to the AICC as a tenant administrator and choose Configuration Center > Access Configuration > Channel Configuration.
Click New. The Configure Channel page is displayed.

Set channel information parameters.

**Table 1** Channel information parameters
Parameter	Description
Channel Selection	Select WeChat.
Hosting Method	Value options: Key: For details about the parameters, see Table 2. QR code: For details about the operations, see 3.a. Select a hosting mode based on site requirements.

**Table 2** Key-based hosting parameters
Parameter	Description
App Id	Enter the AppID and AppSecret obtained from the WeChat Official Accounts Platform. To obtain the app ID and app secret, see Applying for an Access ID and Secret.
App Secret
WeChat message encryption switch	Whether to enable WeChat message encryption. Value options: : off : on Default value: Disabling message encryption may cause security risks. The setting must be consistent with that on the WeChat Official Accounts Platform.
EncodingAESKey	The value is a string of 43 characters, including only digits and letters. After enabling WeChat message encryption switch, set EncodingAESKey to the value on the WeChat Official Accounts Platform. If the value on the WeChat Official Accounts Platform is changed, you need to modify the value on the AICC accordingly as follows: On the WeChat Official Accounts Platform: Log in using a developer account, choose Official Account > Settings and Development > API Management > Basic Settings, and update the value of EncodingAESKey. On the AICC: Sign in as a tenant administrator, choose Configuration Center > Access Configuration > Channel Configuration, click Edit in the Operation column corresponding to the involved channel, and update the value of EncodingAESKey.
Interconnection Encryption Algorithm	Encryption algorithm used for WeChat interconnection. The options are as follows: SHA-1 SHA-256 NOTE: SHA-1 is not strong enough, which poses security risks. If the platform supports SHA-256, you are advised to use this algorithm, which is stronger.

QR code–based hosting operations:

After setting Hosting Mode to QR code, click Scan WeChat QR Code To Authorize. The Official Accounts Platform account authorization page containing a QR code is displayed.
Use a WeChat account to log in to WeChat and scan the QR code. The system displays a message indicating that the scanning is successful. Authorize the account on your mobile phone.

An official account or mini program account can be bound to only one open platform account.
After the authorization, the system displays a message indicating that the authorization is successful. The QR code–based hosting is complete. Return to the channel configuration page to complete subsequent configurations.

Set basic configuration parameters.

**Table 3** Basic configuration parameters
Parameter	Description
Channel Name	The channel name must be unique. The code can contain a maximum of 64 characters, including only letters, digits, and underscores (_), and can start only with a letter or an underscore (_).
OU Configuration	Select an OU created in Configuring OUs to assign it to channel resources.
Skill Queue	The options are all multimedia called routes of the current tenant space. For details about how to configure a called route, see Configuring Called Routes. The search criterion All accessible organizations is controlled by the tenant parameter Has the tenant enabled inter-organization data isolation enforcement. When the tenant parameter is set to Yes, the called route can be searched by OU. In addition, a non-administrator account that is not configured with the OU permission can search for only the called routes under the current OU.
Keyword for Transfer to Agent	Keywords for switching from robot service to manual service. After a customer enters any of the keywords on the client, robot service is switched to manual service. NOTE: If the intelligent robot is enabled, this parameter must be set.
Agent Work Time	Workday: A maximum of four working time segments (from 00:00 to 24:00) can be configured. By default, a time segment is displayed. You can click New to add a time segment. Non-workday: A maximum of four working time segments (from 00:00 to 24:00) can be configured. By default, a time segment is displayed. You can click New to add a time segment. Non-working days are set on the Configuration Center > Workbench Configuration > Service Time page.
Non-Working Time Notification	When a customer call is connected to an agent in non-working time, this message is displayed to notify the customer that the agent is in rest state.
Queue Reminder	Queue reminder mode. All Reminders Queue Reminder Queue Progress Reminder Close Reminder
Queue Reminder Content	Queue reminder content. The value can contain a maximum of 256 characters and cannot contain the following special characters: <>'"/\ This parameter is mandatory when Queue Reminder is set to All Reminders or Queue Reminder.
Queue Progress Reminder Content	Queue progress reminder content. The value can contain a maximum of 256 characters and cannot contain the following special characters: <>'"/\ Variables can be set. The bound variables can only be user ID (${userId}), username (${nickName}), queue position (${position}), and estimated waiting time (${waitTime}, in seconds). Default value: You are currently in the queue, in position ${position}, and are expected to wait for ${waitTime} seconds This parameter is mandatory when Queue Reminder is set to All Reminders or Queue Progress Reminder.
Call Transfer Interaction Times	The call transfer function can be used only when the number of messages sent by an agent to a customer reaches the set value. When the value is 0 or empty, the agent can use the call transfer function at any time.
More
Last Agent Mode	For details, see How Do I Enable the Last Agent Mode?
Session End Due to No Customer Reply	For details, see How Do I Set Session End Due to No Customer Reply?
Session Transfer Due to No Agent Reply	For details, see How Do I Set Session Transfer Due to No Agent Reply?
Session Transfer	For details, see How Do I Set Session Transfer?

Set robot configuration parameters.

**Table 4** Robot configuration parameters
Parameter	Description
Connecting to the Intelligent Robot	For details, see How Do I Enable Connection to the Intelligent Robot?
Access Robot Assistant	For details, see How Do I Enable Connection to the Robot Assistant?

On the Channel Integration page, set parameters. This step is required only in key-based hosting mode.
1. On the Channel Integration page, copy the values of URL and Verification Code.
2. Copy the values of URL and Verification Code on the Channel Integration page to the WeChat Official Accounts Platform.
  - Test account: Go to the test page of the WeChat Official Accounts Platform and enter the values of URL and Verification Code in the Interface configuration information area. Click Submit to perform token authentication.
  - Official account: Choose and enter the values of URL and Verification Code in URL and Token in the server configuration, respectively.
    Customize the value of EncodingASEKey, which can be manually entered or randomly generated and is used as the key for encrypting and decrypting the message body. Customize the value of Message Encryption Method.
If the authentication is successful, the access is successful. Return to the channel configuration page of the AICC and click Submit. The access success page is displayed, and the WeChat channel access configuration is complete.

Further Description

To set up a connection with an agent, scan the QR code of the test account and send a message to its backend.

Follow-up Procedure

Export channel information.

All information under Basic Configuration and Robot Configuration can be exported. Passwords and keys cannot be exported.
A maximum of 100,000 channel records can be exported at a time, and a maximum of 2000 records are allowed in an exported file.
If no channel is selected, all channel information is exported by default.
Enter a compression password and click to view the plaintext password.