Setup Customer Services Accounts (Agents)
2. Dynamics 365 user must be assigned with one of the security roles below:
a. WeChat Standard User
b. WeChat Super User
Creating New Customer Services Agents
To link Dynamics 365 users to Customer Service Account, follow below steps to create new “Customer Service Account”:
To link Dynamics 365 users to Customer Service Account, follow below steps to create new “Customer Service Account”:
1. Navigate to “WeChat Connector” app.
2. Select “Customer Service Accounts” from the navigation menu.
3. Click on “+New” button on the command bar.
4. Fill out the required fields per below:
a. WeChat Account – select target WeChat Official Account
b. Enter a Customer Service Name (
Note: 12 maximum characters)
c. Select a “Default Team”, when message is deferred it will be deferred to the select team (
Note: Default Team must be assigned a “WeChat Standard/Super User” security role).
d. Customer Service Agent profile image can be uploaded by clicking on the profile image per below:
5. Click on “Save” button to save the record, then click on “Publish” button from the command bar to “Publish” the customer service account. (
Note: Please wait a minute before refreshing the screen to check if customer service account has been published successfully, if successful status will be updated to “Published”, if failed error message will be logged in Log field)
6. After successfully publishing the “Customer Service Account”, please ensure the Customer Service Account is assigned to the target “User”. Please see “Link Customer Service Account to Dynamics 365 users” below.
Retrieve Existing Customer Service Accounts
If customer service accounts already exist in “WeChat Official Account”, all customer service accounts must be sync from WeChat Official Account:
1. Navigate to “Customer Service Accounts” on the navigation menu.
2. On Customer Service Accounts home grid, click on “Sync Customer Service Accounts” ribbon button to sync all the customer service accounts from WeChat Official Account.
Link Customer Service Account to Dynamics 365 users:
1. In WeChat Integration app, navigate to Customer Service Account.
2. Click on the Customer Service Account to open the record and select the User in Owner lookup field or click on “Assign” button from command bar to assign “Customer Service Account” to the target user.
3. When sending WeChat message to WeChat followers in the chat app within Dynamics 365. If the user has Customer Service Account setup, the message will be sent under the customer service account name and profile image:
Configure Default Messages
On the Customer Service Account record, users can setup default team and default messages for the customer service agent.
- When “Default Team” is selected Chat Session (Conversation) will be reassigned to the selected when message is accepted then deferred by Customer Service Agent.
Note: For Chat Session (Conversation) to be deferred to selected team, the selected team must be assigned “WeChat Standard User” security role.
- When “Default Start Chat Message” and “Default End Chat Message” are configured, system will automatically send message to WeChat user when an incoming conversation is accepted/assigned to me, and when conversation is ended by Customer Service Agent.
