Published at: 2026-09-17
What to do if WeChat channel messages are out of sync
Overview
This page is used to locate the common causes of the Online Customer Service failure and provide sequential troubleshooting methods.
Core concepts
| Troubleshooting Dimensions | illustrate |
|---|---|
| configuration status | Confirm that the relevant channels, plugins or rules are enabled and saved. |
| Permissions and associations | Confirm that the roles or relationships between the current account, support agents, and channels are correct. |
| Test verification | Use a reproducible test message, page, or session to verify that the issue is resolved. |
Solve the problem of fans sending messages on WeChat but the ShareCRM Support workbench does not respond, or customers cannot receive messages on WeChat after customer service replies.
Fault Symptoms
Fans follow WeChat Official Account or click WeChat Initiated by Customer Service to chat and send messages, but there is no reminder on the workbench ShareCRM; or the message on the customer service side displays Sent Successfully, but there are no new messages on the WeChat side of the fan’s mobile phone.
Troubleshooting steps
Step 1: Verify official account/WeChat customer service authorization binding status
- Go to System Backstage > Internet Management.
- Check the status of WeChat Service Account or WeChat customer service independent version Visible as Authorized/Normal. If “Authorization has expired” or “Token has expired” is displayed, please click Reauthorize to scan the QR code to bind.
Step 2: Check the WeChat backend server configuration and IP Allowlist (allow list)
- Log in to the WeChat Official Account official platform backend, check Settings and Development > Basic Configuration > Server Configuration, and confirm whether it is in the “Enabled” state.
- Confirm that the WeChat backend has correctly configured the ShareCRM system callback push address.
- Check whether the latest Fenxiang system IP Allowlist is configured on the WeChat side to prevent callback requests from being blocked by Tencent servers.