1. Integrating a WeChat Official Account

Integration path: Online Support → System Settings → WeChat Official Account → follow the on-screen instructions to complete the WeChat connection.

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2. Conversation Assignment Rules

Conversation assignment rules follow the same logic as the web channel’s Conversation Assignment Rules.

3. Dedicated WeChat Customer Owner

When this feature is enabled, if a WeChat follower is associated with an existing Account, the Account owner automatically becomes the follower’s dedicated WeChat customer owner. This dedicated assignment updates automatically when the Account owner changes.

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4. Workspace Expanded Information

When handling user conversations, agents need quick access to a visitor’s basic information and related business records. Online Support lets administrators configure the scope of expanded information displayed in the agent workspace—such as Account, Contact, Leads, and Work Order. The right-hand expansion supports field-level custom configuration: select objects and display fields to seamlessly align with your CRM modules.

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5. Conversation Grouping

To better identify customer characteristics and deliver tailored services for different customer types, you can configure conversation groups. Conversations that meet the group criteria will display together under the same group.

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