Connecting WeChat

Connect your WeChat Official Account to your CINNOX service. Your visitors and customers' messages on your WeChat Account become social enquiries in your CINNOX service, which any of your staff can attend as one-on-one conversations.

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What is WeChat Official Account (公众号)?

WeChat Official Account (公众号) includes Subscription Account (订阅号) and Service Account (服务号).

Click to learn more about WeChat Official Account.

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Not Support Mini APP (小程序) & WeChat Work or WeCom (企业微信)

Mini APP (小程序) & WeChat Work (企业微信) (also named WeCom) are not WeChat Official Account, therefore, it is not support to integrate with CINNOX.

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If you don't have an official WeChat account yet but want to test how the integration of WeChat and CINNOX works, try the CINNOX - WeChat Sandbox to test it out.

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Reminder:

  • After the activation, it will automatically forward your visitor's and customer's WeChat Official Account messages to your CINNOX account.

  • Automatic replies and custom menus set in the WeChat Official Account Platform will no longer apply. See How to reactivate or edit Custom Menu after enabling Developer Mode.

  • Changes in any settings in the WeChat Official Account Platforms will affect your CINNOX WeChat channel. Please follow how to Configure and Enable the Basic Configuration Settings if you change any configurations.

 

Here is a simple flow to set up your CINNOX and WeChat Official Account (WOA).

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If you don't have a WeChat Official Account and wants to connect CINNOX with the WeChat sandbox environment check the detailed guide Connecting WeChat Sandbox

 

Refer to the following step by step for the configuration.

Step 1: Sign in to WeChat Official Accounts Platform

  • Open the Login page of WeChat Official Account Platform.

  • You may change the platform's language setting to the one you want to use (1).

  • If you do not have a WeChat account, you may register for one before proceeding to the next step (2). Refer to the Guide provided by the WeChat Open Platform (available in Chinese language only).

  • If you already have an existing WeChat account, make sure it has Administration Access to your Official Account, then authorise it by scanning the QR Code on the Official Accounts Platform page (3).

WeChat Official Accounts PlatformWeChat Official Accounts Platform

WeChat Official Accounts Platform

 

Step 2: Navigate to Basic Configuration

  • After you have successfully logged in, go to Development > Basic Configuration (开发 > 基本配置).
Navigating to Basic ConfigurationNavigating to Basic Configuration

Navigating to Basic Configuration

 

Basic Configuration

IP Whitelisting

If you enabled the IP Whitelisting in your WeChat Official Account, add the following IP Addresses to allow your account to access CINNOX.

  • 16.162.151.45
  • 18.163.57.31
  • 18.167.57.139

On the Basic Configuration page,

  • Click on the Config/View link of the IP Whitelist. IP whitelist setting window will display.
IP WhitelistingIP Whitelisting

IP Whitelisting

  • Add the IP Addresses to the IP whitelist. One IP address per row.
  • Click on the Confirm modification button.
IP WhitelistingIP Whitelisting

IP Whitelisting

  • To confirm and save the change, you will need to use an administrator account or a long-term operator of the WeChat Official Account to scan the QR Code to verify the action.
IP WhitelistingIP Whitelisting

IP Whitelisting

 

Setting up the Basic Configuration the first time

If it is your first time setting up, click on Change Configuration (修改配置) to update the basic configuration settings (1) and refer to Step 3: Setting up the Basic Configuration.

 

Basic Configuration already setup

If you have already made changes to the Basic Configuration, click on Enable (启用) for your settings to take effect (2) and refer to Step 4: Enable Basic Configuration.

Basic Configuration PageBasic Configuration Page

Basic Configuration Page

 

Step 3: Connect your WeChat Official Account

From the navigation menu, go to Channels > Social.

  • On the Social page, click the Create Channel button located in the top-right corner. A pop-up window will show to display a list of sources that you can connect to.
  • Click Connect to WeChat
Connect WeChatConnect WeChat

Connect WeChat

 

You have not linked your WeChat Official Account yet. This page will appear for the first time.

  • Click on the Set up a WeChat Account button.
Setting up a new WeChat channelSetting up a new WeChat channel

Setting up a new WeChat channel

 

On the pop-up WeChat configuration page, fill in the following information:

Setting up a new WeChat channelSetting up a new WeChat channel

Setting up a new WeChat channel

  • Official Account Name - the Official Account Name of your WeChat.
WeChat Account NameWeChat Account Name

WeChat Account Name

 

  • Server Address URL (1) - copy the URL that appears on the CINNOX side and paste it on its respective field located in the WeChat Platform > Development > Basic Configuration page.

  • Token (2) - copy the Token that appears on the CINNOX side and paste it on its respective field located in the WeChat Platform > Development > Basic Configuration page.

  • Developer App ID (3) - copy the App ID value located in the WeChat Platform > Development > Basic Configuration page and paste it in the CINNOX side.

Setting up a new WeChat channelSetting up a new WeChat channel

Setting up a new WeChat channel

 

  • Developer Password (AppSecret) (5) - generate the Developer Password located in the WeChat Platform > Development > Basic Configuration and paste it in the CINNOX side.

  • Message Encryption Key (EncodingAESKey) (6) optional - go to WeChat Platform > Development > Basic Configuration then under Message Encryption Method (消息加解密方式), select Plaintext Mode.
    Click on the Random Generation, copy the code and paste it in the CINNOX side.

Setting up a new WeChat channelSetting up a new WeChat channel

Setting up a new WeChat channel

 

  • Lastly, go to WeChat Platform > Settings > Account info > Account details and copy the Original ID (4) value and paste it on the CINNOX side.
  • Once all information is given to the CINNOX side, click on the Continue button, and you will be redirected to the Channel Details page.

 

Step 4: Enable Basic Configuration

In the WeChat Official Account, click on the "Enable" button

  • After you click on the Enable (启用), a pop-up message will appear, asking you to confirm the action.
  • Click on Confirm.

The following will then happen in the background:

  • The WeChat server will send a verification request to the webhook with the query.
  • CINNOX will respond to the verification query once it successfully receives it.
Enabling Basic ConfigurationEnabling Basic Configuration

Enabling Basic Configuration

 

Step 5: Configure your settings

Set how to distribute incoming enquiries from this channel to the target destinations.

Channel Name

  • Add a name for your WeChat channel. The channel name can be up to 40 characters.
Channel NameChannel Name

Channel Name

Routing Settings

Select for the Routing Rule and add Destinations based on the operational support to your channel.
Please check our detailed guide Alternative, Percentage, Time and Sticky Routing for more information.

Routing SettingsRouting Settings

Routing Settings

 

Step 6: Customise your welcome and away messages

Set welcome and away messages that are automatically sent to customers. Welcome messages are greetings sent to a customer when they first message you. At the same time, away messages are only sent if no staff are available to answer an enquiry. You may also choose to include a display name on messages from your staff sent to customers.

Display Name Format
You may include a display name on your messages whenever your staff members send them on behalf of your Facebook Page. Choose from the following options:

  • No name to display
  • Staff first name
  • Staff first name + last name

Welcome Message
Greet your visitors when they send you their very first message.

  • CINNOX provides a default welcome message; you can change it according to your preference.

Away Message
When a visitor's enquiry is missed, send an auto-reply message that their enquiry will be attended to shortly.

CINNOX provides a default away message; you can change it according to your preference.

Customise welcome and away messagesCustomise welcome and away messages

Customise welcome and away messages

 

Created channels listed on the Social page.

Social Main PageSocial Main Page

Social Main Page

 

Step 7: Channel Custom Info

Channel Custom Info allows you to add your channel details that your staff would see in the call screen and enquiry chat room whenever they are serving an enquiry. The custom info can be about the standard procedure or operation details of handling the enquiry.

  • Click on the edit button.
  • Toggle ON to Enable the Channel Custom Info.
  • A blank space appears to add the required basic information about the channel.
  • Click on the Save button, the customised info appear on the Channel Custom Info.
Custom Channel InfoCustom Channel Info

Custom Channel Info

The custom info is displayed on the staff side at the chat room section for the chat enquiry.

Channel Custom Info in the enquiry pageChannel Custom Info in the enquiry page

Channel Custom Info in the enquiry page

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Important Notes

  • Channel Custom Info can be customised per Channel.
  • Channel Custom Info is only available for inbound service.
  • In addition to Directory weblink, Channel Custom Info does not apply to other agent weblink and campaign weblink.
  • The system is limited to 10,000 characters; if exceeded, the chatbot message will not be sent.
  • Channel Custom Info will still be displayed as chatbot messages in the room of missed enquiry.

 

Managing WeChat Channels in CINNOX

To edit, suspend, or delete your WeChat channels in CINNOX, refer to Managing Social Pages section of this Guide.

 

Serving Chat Enquiries

Refer to Serving Chat Enquiries for more information on how to serve an enquiry via the WeChat channel.

 

How to Reactivate or Edit Custom Menu

Custom Menu is disabledCustom Menu is disabled

Custom Menu is disabled

If you activated the Developer Mode, by default, WeChat would disable your Custom Menu Configuration.

Reactivate Custom Menu

To re-enable it after enabling the Developer Mode, please follow the steps below:

  • Click “+ Add Plugin-ins (+ 添加功能插件)" and find "Custom Menu (自定义菜单)"
Add Plugin-ins -> Custom MenuAdd Plugin-ins -> Custom Menu

Add Plugin-ins -> Custom Menu

  • Select "Custom Menu (自定义菜单)" and enable it.
Enable Custom MenuEnable Custom Menu

Enable Custom Menu

Then, you will see the Custom Menu is back in your WeChat Official Account;

 

Edit Custom Menu

In the case that you want to edit the Custom Menu after enabling Developer Mode in the future, please follow the steps below:

  • Disable 服务器配置 in the Development > Basic Configuration
Disable 服务器配置Disable 服务器配置

Disable 服务器配置

  • Navigate to the Custom Menu in the Function > Custom Menu and click save.
Edit Custom MenuEdit Custom Menu

Edit Custom Menu

  • Enable 服务器配置 in the Development > Basic Configuration
Enable 服务器配置Enable 服务器配置

Enable 服务器配置

  • Click “+ Add Plugin-ins (+ 添加功能插件)" and find "Custom Menu (自定义菜单)"
Add Plugin-ins -> Custom MenuAdd Plugin-ins -> Custom Menu

Add Plugin-ins -> Custom Menu

  • Select "Custom Menu (自定义菜单)" and enable it.
Enable Custom MenuEnable Custom Menu

Enable Custom Menu

 

Connect to WeChat Sandbox

Suppose you want to test the capability of "CINNOX x WeChat" before you apply for an official business account. You can use WeChat Official Business Account Sandbox for testing.
Note that the WeChat Sandbox is only available in Simplified Chinese.

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Precondition

You will need a WeChat personal account

Step 1: Go to WeChat Official Business Account sandbox: https://mp.weixin.qq.com/debug/cgi-bin/sandbox?t=sandbox/login

WeChat Official Account SandboxWeChat Official Account Sandbox

WeChat Official Account Sandbox

Step 2: Scan the QR Code with your WeChat personal account and click confirm to authorise in the WeChat Account pop-up window.

Step 3: In the Sandbox, all information you need is provided on a single page. Enter the given information from CINNOX to WeChat Sandbox and vice versa.

Step 4: Scan the QR Code in "测试号二维码" as an end-user to follow the testing official account.

Step 5: Make sure you have set up the routing in CINNOX for this channel. When the end-user sends a message to this WeChat Business Account, it will create an enquiry to the destination set.

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WeChat Sandbox environment information is different from the production environment.
Unlike the production, the Wechat sandbox does not require allowlisting CINNOX's IP address and does not support encryption options.

 

Known Limitations

:white-check-mark: You can only connect your WeChat Official Account to CINNOX. You cannot connect CINNOX to other WeChat Accounts (e.g. Personal Account).

:white-check-mark: A WeChat Official Account can only connect to one CINNOX service.

:white-check-mark: Supported Text, Media Content-Types and Size Limit

  • You can only send up to 3,900 characters per message.
  • You cannot recall messages in any Social enquiries.
  • Media (image, audio, video or emoji) is only available for the Chinese WeChat Official Account. It does not support an Oversea WeChat Official Account (only support plain text).
  • PNG and JPG and should not exceed 5 MB for an image
  • AAC, MP4, AMR and MPEG and should not exceed 16 MB for audio
  • MP4 and 3GPP and should not exceed 16 MB for a video
  • WeChat Official Account has 48 hours when you can send messages and respond to enquiries. The following message appears when the window period has lapsed or the visitor has unsubscribed your Account: Sorry, your message can no longer send; the 48-hour message window has lapsed. Close this enquiry, or wait until the visitor sends a message again.

 

Help and Support

If your CINNOX service is not receiving messages from your WeChat customers and visitors:

  • Log on to your WeChat Official Account and check the details of your Basic Configuration and Account Details and please ensure all are the same with your CINNOX channel details.

  • Send a test message to your WeChat Official Account and check if your CINNOX service receives it.

If your CINNOX service is still not receiving any messages, contact our CINNOX Support Team at [email protected].


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