Receive and Respond to WeChat Messages
A Customer service message could be an incoming/outgoing message, however WeChat platform only allows organisations (Dynamics 365 Users) to respond to messages received within 48 hours. Dynamics 365 users can’t send customer service messages to WeChat followers if there isn’t message sent by the WeChat followers within the last 48 hours.
Accepting New Incoming Message (Queue Item)
When a new incoming message is routed to you or a team that you are a member of, notification will be displayed, and you will receive an in-app notification. Conversation can be accepted by following the steps below:
1. Navigating to “Queue” tab, if you are not already on queue tab within the Chat app.
2. Click on “Accept” or “Assign to Me” to accept the conversation.
3. If “Default Start Chat Message” is setup on the Customer Service Account assigned to your user, the default message will be automatically sent as soon as you accept the conversation.
Respond to Prospect/Customer Messages
1. When a conversation is accepted, Customer service agents can send below type of messages to WeChat users.
2. Type of Message Supported
a. Image
b. Article
c. Link
d. Customer Voice Survey
e. Text
3. Click on “Send” button to send the message or click on “tab” click on keyboard then “Enter” key to send the text message without using mouse to click on Send.
Navigate between Conversations
Duration the conversation user can click on “All messages” to navigate back to all messages list to respond to messages from other followers. “Red” dot on each conversation with follower message the conversation is still ongoing (Chat Session not ended).
Duration the conversation user can click on “All messages” to navigate back to all messages list to respond to messages from other followers. “Red” dot on each conversation with follower message the conversation is still ongoing (Chat Session not ended).
End Chat Session
Once you have completed customer service or provided the information or answer to prospects, you can end the conversation to stop receiving notifications. By click on “End Chat” button then click on “End Chat” again to send default end chat message or type in different message as required:
Associate Follower to Contact
WeChat followers can be associated with contact to enrich customer or prospect profile. Each follower should only be linked to single contact.
Associate WeChat follower with new contact:
1. Click on “Link Contact” to open new contact form
2. Once saved will link contact to WeChat follower.
Open Contact from Within Chat App
1. Click this button to switch linked contact.
1. Click this button to switch linked contact.
2. Click on contact name to open contact record.
