I. Overview
Super admins or persons with relevant permissions can create and share posts about activity information, product updates, and professional knowledge with customers in Moments and interact with customers.
Except companies in “Education - Preschool Education”, “Education - Primary and Secondary Education”, and “Education - Other”, Customer Moments is available to all other companies.
II. Where to share posts with customers in Moments
1. Super admins can create and share posts with customers in Moments by clicking “Admin Console” -> “Customers and Partners” -> “Contact Customers” -> “Broadcast Tools” -> “Shares posts in Moments”.
2. Members within the usage scope of customer Moments can tap “Workspace” -> “Customer Moment” -> “Shares posts with customers in Moments” in the WeCom app to post content. Admins can also use this entry point to create content and notify members to post the content.
Note: Sharing posts with customers in Moments is not available in WeCom for PC.
3. The content shared in Moments can be text (up to 2,000 characters), image (up to 9), video, channel activities, files, and webpages. Members can also add location information (within 30 km) when posting in their Moments.
Note:
(1) Only the images in IPG format can be sent by company group, and only the videos in MP4 format can be sent. There is currently no upper limit for the number of people selected for company group message sending.
(2) The video duration on the management side shall not exceed 30 seconds and the maximum size shall not exceed 10MB. The client video frame rate is 30 FPS, the video bitrate is 1.67 Mbps, the video duration can’t exceed 30 seconds and the maximum size is not more than 10MB;
(3) Currently, images sent are categorized intogeneral andlong images.
General images refer to images with a long/short side ratio < 10. The short side of general images can’t exceed 1080 and the size can’t exceed 10MB; A long image refers to an image with a long side/short side >= 10, with the long side not exceeding 10800 and the size not exceeding 20MB;
The number of pixels in the sent image can’t exceed 1166.4W;
After sending images that exceed the above limit on the Moments, users will see the compressed images.
(4) When selecting videos/images from WeDrive to post on Customer Moments via the Android platform, files exceeding 10MB in size will be compressed before sending.
(5) When selecting videos/images from WeDrive to post on Customer Moments via the iOS platform, files will be compressed regardless of size before sending.
4. When posting moments in WeCom, you can choose to make it visible to specific customers or publicly available. When selecting customers based on conditions, you can set “Visible to” and “Invisible to”.
Note: If customer A is selected for both “Visible to” and “Invisible to”, they will be excluded from the actual list of “Visible to”.
For admins:
For members:
III. Customer limit on Customer Moments and the prompt of “No eligible customers” when sharing posts
1. Moments posting frequency: Each customer can only see 3 posts per day from the same person, including posts shared by the company and the member themselves.
2. Number of customers to be displayed in Customer Moments:
For unverified/unauthenticated enterprises, the maximum number of enterprise customers that can be added is 100. Therefore, the content in Moments can only be visible to a maximum of 100 customers.
For verified/authenticated enterprises, the number of customers that can be displayed is equal to the total number of added customers. If the authentication expires and is not renewed, the posted Moments will not be affected, but for newly posted Moments, a maximum of 100 customers can be shown.
3. If a member get the prompt “No eligible customers”when trying to post to Moments, please update the WeCom app to the latest version and try again.
If it still doesn’t work,
(1) Please check if the limit for post sharing has been reached. Each customer can only see 3 posts per day from the same person, including posts shared by the company and the member themselves.
(2) Please check if the member has added WeChat contacts who are customers in the mobile app –> “Contacts” -> “My Customers”.
(3) Please check if the member has the permission to use Customer Moments.
IV. Specifying a Moments manager
A company can specify a regional manager, store manager or other roles as the Moments manager.
V. Setting Moments Cover
1. You can set the cover and bio on the [Mobile Phone -> Workspace -> Moments] page. The maximum word count for bio is 30. The recommended size for Moments background size is 1028x1028.
2. You can set Cover media library and Signature media library in [Mobile phone -> Workspace -> Settings -> Configuration]. Members with Customer Moments management permissions can configure medium, which are directly available when members setting covers and signatures.
VI. How To Stop Posting On Customer Moments
Posting messages in Moments by company group can be stopped, and members who have not got the messages will no longer receive posting reminders.
Administrators can go to [Admin Console -> Customers and Partners -> Contact Customers -> Broadcast Tools -> Shares posts in Moments -> Company’s post history -> Select the corresponding Moments Record -> click “…” on the right -> Stop Sending] (You can only stop posting on Moments where you have posted messages within recent one year, if it is more than one year, you need to perform on the mobile phone)
[Mobile phone -> Workspace -> Customer Moments -> Statistics -> Pending Posts by Members -> Select the corresponding Moments Record to enter -> click “…” in the upper right corner -> Stop sharing]