WeChat channel integration
Connect your WeChat Mini Program, WeChat Official Account or WeCom Customer Service channel so customers can initiate conversations from WeChat.
Crimson Dynamics · Customer service solution
WeChat customer service, inside Dynamics 365 Contact Center.
Connect WeChat Mini Programs, WeChat Official Accounts or WeCom Customer Service with Microsoft Dynamics 365 Contact Center. Give customers a familiar way to reach you and agents one place to manage conversations.
Built for service teams using Microsoft Dynamics 365 and WeChat channels.
WeChat Mini Program
Customer service from your mini app.
WeChat Official Account
Conversations through your official presence.
WeCom Customer Service
Service conversations via WeCom.
The challenge
Meet customers on WeChat. Keep your team connected.
When WeChat service sits apart from your CRM and contact centre, agents have to piece together conversations and customer context across systems.
Crimson's connector brings supported WeChat service interactions into the Dynamics 365 Contact Center environment, where teams can work with existing service processes.
- Disconnected conversationsHandle WeChat alongside other supported service channels in a central agent workspace.
- Fragmented customer informationConnect interactions with relevant Dataverse and Dynamics 365 customer records.
- Too much app switchingLet agents work with WeChat conversations within Dynamics 365 Contact Center.
- Limited service visibilityBring WeChat customer service into broader service workflows and reporting.
What the connector enables
One connected service experience, from first message to follow-up.
Extend the Microsoft customer service environment you already use to the channels your customers prefer.
Unified agent workspace
Manage incoming WeChat conversations in Dynamics 365 Contact Center alongside other supported digital interactions.
Conversation routing
Use Dynamics 365 Contact Center routing capabilities to direct incoming service conversations to the right queues and agents.
Customer context
Connect WeChat interactions with Microsoft Dataverse and Dynamics 365 records so agents can see relevant customer information and service history.
Enterprise service processes
Use your existing customer service workflows and case management as a foundation for WeChat engagement.
In the service environment
See service activity in context.
Keep customer conversations close to the records, cases and operational views your service team uses every day.
- Support agents working in Dynamics 365
- Connect conversations with customer records
- Build on Contact Center service capabilities
Who it helps
Designed for teams serving customers through WeChat.
Bring a familiar customer channel into your established Microsoft service operations.
Service teams
Handle WeChat enquiries from a centralised contact centre workspace.
Experience managers
Offer customers a convenient channel while supporting a more consistent service journey.
CRM administrators
Extend existing Dynamics 365 customer service processes to WeChat interactions.
Organisations in China
Connect a widely used customer channel with enterprise CRM and contact centre operations.
Frequently asked questions
A few useful details.
We can review your channels, Dynamics 365 environment and service workflow in a demo.
Which WeChat channels can connect?
The solution supports WeChat Mini Programs (Mini Apps), WeChat Official Accounts and WeCom Customer Service. Your exact configuration depends on the channels and service scenario you use.
Where do agents handle conversations?
Agents can handle incoming WeChat service conversations within the Microsoft Dynamics 365 Contact Center environment.
Can conversations be routed to service teams?
Yes. The connector integrates with Dynamics 365 Contact Center routing capabilities so incoming conversations can be directed to appropriate queues and agents.
Can agents see customer information?
WeChat interactions can be connected with Microsoft Dataverse and Dynamics 365 customer records, giving agents access to relevant context while they work.
Let's connect your service channels
Bring WeChat customer service into Dynamics 365 Contact Center.
Talk with Crimson Dynamics about your WeChat channels, routing needs and Dynamics 365 environment.
