Help Center/ Cognitive Engagement Center/ User Guide/ Tenant Administrator Guide/ Configuring Multimedia Channels/ Configuring the WeChat Channel
Updated on 2024-10-12 GMT+08:00
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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.
    • 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 1 WeChat Official Accounts Platform
      2. Obtain information about the test account.
        Figure 2 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.

      1. Log in to the WeChat official account and choose WeChat Official Accounts Platform > Settings and Development > Basic Configuration to obtain the AppID and AppSecret.
      2. Choose WeChat Official Accounts Platform > Settings and Development > Basic Configuration to add the public IP address of the AICC system in IP whitelist.

  • 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 are changed, you need to modify the involved WeChat channel as follows: 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 values of App Id and App Secret.
  • 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 Official Accounts Platform: Log in using a developer account, choose WeChat Official Accounts Platform > Develop > 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.

Procedure

  1. Sign in to the AICC as a tenant administrator and choose Configuration Center > Access Configuration > Channel Configuration.
  2. Click Newly created. The Configure Channel page is displayed.
  3. Set channel information parameters.

    Table 1 Channel information parameters

    Parameter

    Description

    Channel Selection

    Select WeChat.

    Hosting Method

    The options are as follows:

    • 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

    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:

    1. 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.

    2. 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.

    3. 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.

  4. 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.

    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.

    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?.

  5. 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?.

  6. 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 WeChat Official Accounts Platform > Settings and Development > Basic Configuration and enter the values of URL and Verification Code in URL and Token in the server configuration area.

        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.

  7. 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.
  1. Return to the channel list.
  2. Select the new channel and click to export the channel information.
  3. Click and confirm that Status of the export task is Success.
  4. Click Download to obtain the exported channel information.