I. Purpose

Customers will receive welcome messages when they contact customer service. You can add Q&A in the knowledge base to welcome messages. Adding a Q&A will enable the chat bot, allowing customers to search for answers to FAQs.

II. Settings

1. Companies can choose “Select from chat bot knowledge base” or “Add FAQs” to add questions frequently asked by customers. Once a question is added, the chat bot will respond automatically after the customer click on the question.
2. Adding attachments such as images/videos is not supported yet.

3. A company can configure up to 50 welcome messages.
4. A welcome message can be linked to multiple customer service accounts, but a customer service account can only be linked to welcome message.
5. If the API is enabled or a third-party service provider is authorized to assign chats, the configured welcome message will neither take effect nor be changed.
6. If a customer enters a customer service chat, but does not receive a welcome message or send a new message in the chat within 48 hours, a welcome message will be automatically sent. If a welcome message has been received within 48 hours, the welcome message will not be sent again.

III. Entry Point

You can link a customer service account when configuring a welcome message, or set a welcome message separately on the customer service account details page.

“App Management” -> “WeChat Customer Service” -> “Welcome Message Settings” -> “Add/Edit” in the Admin Console

“Workspace” -> “WeChat Customer Service” -> “Customer Service Welcome” -> “Add” or “Edit” the existing welcome message in the WeCom app