1. Connecting WeChat Official Account

Access Path: Online Customer Service > System Settings > WeChat Official Account > Follow the instructions to complete the WeChat integration.

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2. Conversation Assignment Rules

The conversation assignment rules are the same as the web channel’s conversation assignment rules.

3. WeChat Dedicated Customer Service

When this feature is enabled, if a WeChat follower is linked to an existing Account, the Account owner will automatically become the dedicated customer service representative for that follower. This assignment updates dynamically when the Account owner changes.

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4. Workspace Extended Information

Customer service agents need quick access to visitor profiles and related business data during conversations. The Online Customer Service backend allows configuration of extended information displays in the workspace, such as Accounts, Contacts, Leads, and Work Orders. The right-side panel supports field-level customization, enabling seamless integration with your CRM business modules.

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5. Conversation Grouping

To better identify customer characteristics and provide tailored services, you can create conversation groups that organize customer interactions based on defined criteria.

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