Updated on 2023-10-12 GMT+08:00

Configuring the WeChat Channel

Prerequisites

  • Prerequisites for key-based hosting
    • The system administrator has uploaded the WeChat authentication certificate on the Configuration Center > System Management > Certificate page.
    • You have added the external IP address of the AICC to the trustlist on the WeChat Official Accounts Platform > Develop > Basic Settings page.
    • You have logged in to the WeChat Official Accounts Platform and applied for an access ID and secret in advance.
      1. Visit https://mp.weixin.qq.com/debug/cgi-bin/sandboxinfo?action=showinfo&t=sandbox/index and scan the WeChat QR code to log in.
        Figure 1 WeChat Official Accounts Platform
      2. Obtain information about the test account.
        Figure 2 Test account information
  • Prerequisites for QR code–based hosting

    The enterprise official account has passed WeChat authentication.

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 Modify in the Operation column corresponding to the involved channel, and update the values of AppId and AppSecret.
  • 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 Modify 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 New. The Social Media Enabling Configuration page is displayed.

    On the Select access channel page, set Channel Access Code, select WECHAT, and click Next.

    The channel access code 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 (_).

  3. Configure personalized information.

    • Hosting Method: Key-based hosting and QR code–based hosting are supported. The following describes the operations in the two modes. Select a hosting mode based on site requirements.
      • Key (key-based hosting): Set AppId and AppSecret to the app ID and app secret obtained from the WeChat Official Accounts Platform. To obtain the app ID and app secret, see Applying for an Access ID and Secret.
      • QR code (QR code–based hosting)
        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.

    • WeChat message encryption switch: After enabling this function, set encodingAESKey to the value on the WeChat Official Accounts Platform.

      QR code–based hosting does not support WeChat message encryption.

      Disabling message encryption may cause security risks. The setting must be consistent with that on the WeChat Official Accounts Platform.

    • Interconnection Encryption Algorithm: Encryption algorithm used for WeChat interconnection. The options are as follows:
      • SHA-1
      • SHA-256

      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.

  4. Configure common information. After the configuration is complete, click Save And Proceed To The Next Step.

    Table 1 WeChat channel parameters

    Parameter

    Description

    Common Configuration

    Channel access code

    The channel access code set in 2 is displayed and can be modified.

    OU Configuration

    Select an OU created in Configuring an OU to assign it to channel resources.

    Info Configuration

    Set the following parameters:

    • Skill Queue: The options are all multimedia called routes of the current tenant space. Select an option as required.
    • Keyword for Transfer to Agent: Keywords for switching from chatbot service to manual service. After a customer enters any of the keywords on the WeChat client, chatbot service is switched to manual service.
      NOTE:

      If the intelligent chatbot is disabled, you do not need to set this parameter.

    Dialog End Method

    This function is disabled by default. If it is disabled, the default timeout period is 20 minutes. If it is enabled, set the following parameters:

    • Prompt Interval for No Reply (min): If a customer does not reply on the client within this period, the session is disconnected.
    • Conclusion: The system sends this end reminder after the session is disconnected.

    Agent Work Time

    • Workday: A maximum of four working time segments (from 00:00 to 24:00). 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). By default, a time segment is displayed. You can click New to add a time segment.
    • 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.

    Chatbot Configuration

    This function is disabled by default. If it is enabled, customers are preferentially connected to the chatbot. Set the following parameters:

    • Change Avatar: Chatbot avatar.
    • Name: Chatbot name.
    • Gender: Chatbot gender.
    • Chatbot Access Code: Chatbot access code configured in the intelligent IVR.
    • Default reply: Customized reply displayed when the chatbot cannot recognize the intent of a customer.
    • Timeout reply: Customized reply displayed when the session with a customer times out.
    • Prompt for transfer to agent: Customized prompt message indicating that chatbot service is switched to manual service.
    • Silent Agent Skill Queue: The options are all multimedia called routes of the current tenant space. Select an option as required.

    Robot Assistant Configuration

    This function is disabled by default. If it is enabled, the chatbot assistant is enabled on the agent side.

    • Assistant Access Code: Chatbot assistant access code configured in the intelligent IVR.

  5. (Optional) On the Integration instructions page, set parameters. This step is required only in key-based hosting mode.

    1. View the Integration instructions page.

    2. Go to the test page of the WeChat Official Accounts Platform and enter the values of URL and Verification Code in the API configuration. Click Submit to perform token authentication.

  6. 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.

Follow-up Procedure

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