How to Connect WeChat Customer Service to Channel Store-Help Center

Due to the upgrade of the Channel eShop to the WeChat eShop, it is no longer possible to continue connecting to agent through the Channel associated to the original Channel eShop. After upgrading the Channel eShop to the WeChat eShop, you can connect to agent in the admin console of WeChat eShop, and after connecting, agent can be synced to the home page of the Channel.
For details, you can consult the official agent of the eShop at the WeChat eShop admin console.

Since August/25/2024, the Channel eShop is officially upgraded to WeChat eShop:
For newly registered WeChat eShops and Channel eShops that have never connected to”WeChat Customer Service” before the upgrade: the WeChat eShops will automatically connect to “WeChat eShop Customer Service”, and subsequently cannot connect to “WeChat Customer Service” of WeCom. After upgrading “WeChat eShop Customer Service”, it temporarily does not support switching back to the original “WeChat Customer Service” connection method.

For merchants who used the Channel eShop to connect “WeChat Customer Service” before the upgrade: they can still continue to use the original “WeChat Customer Service” function, or select to upgrade to “WeChat eShop Customer Service”.

Instructions for the entrance on the Channel homepage after upgrading to [WeChat eShop Customer Service]:
(1) If the WeChat eShop has activated the WeChat eShop Customer Service feature, or if the Channel of the WeChat eShop super administrator (super admin) is connected to the same entity enterprise as the WeCom connected to the eShop, the Channel Info page will display the “Customer Service” entry, which temporarily does not support deletion.
If you need to revert to the “Private Message” entrance, it is recommended to cancel the eShop. (For considerations related to eShop cancellation, you may consult Tencent Customer Service. Tencent Customer Service hotline: 400-670-0700 (service time 09:00-22:00); Customer service official account: Tencent Customer Service Tencent_KF; WeChat Mini Program: Tencent Customer Service; WeChat Pay Customer Service hotline: 95017, Customer Service Help Center: http://kf.qq.com/index.html)
(2) If the Channel is not associated to an eShop, or if it is associated to an eShop but does not connect to customer service, the Channel homepage will become a private message.
(3) “Already connected to WeCom Customer Service” needs to be done by clicking [Admin Console -> App Management -> WeChat Customer Service -> Connect Scene - “Connect in Channel eShop” -> Homepage Customer Service -> Select “Stop Connecting Customer Service Account”], after which the “Customer Service” on the Channel homepage will become a “Private Message”.

Note:
1. After carrying out the upgrade, it is recommended that merchants retain relevant customer service agents to pay attention to possible customer inquiries on the original “WeChat Customer Service” for a certain period after the upgrade.
2. You can determine whether the WeChat eShop Customer Service function is being used through the customer service management page. If it shows “Connected eShop Customer Service”, it means the WeChat eShop Customer Service function is being used.
3. If you need to know about the use of WeChat eShop and WeChat eShop Customer Service functions, you can search “WeChat eShop Official Customer Service” in WeChat for consultation.

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I. Overview

You can connect WeChat Customer Service in channels. After connection, you can contact WeChat Customer Service on the product details page or order page of a store. Receptionists can reply in WeCom, and the store can be managed in the WeChat Customer Service console.

One WeChat Customer Service account can link to multiple channel stores, and one channel store can only link to one WeChat Customer Service account.

A store and its channel must be connected with the same company so that the “Customer Service” option will be displayed on the channel profile page; otherwise, “Private Message” will be displayed. Ensure consistency before re-connecting the channel store, and “Customer Service” will be displayed.

II. How to connect WeChat Customer Service in channels on PC

1. Log in to channel store admin console on PC and select “Store Management” -> “Customer Service Management” -> Click “Activate” in the right navigation bar.

2. After you click “Activate”, one of the following two options will be displayed:

(1)No WeCom. Register a WeCom account and connect.

When you register WeCom, the store name will be pulled by default as the “Company name”. The information filled in “Admin Info” and the WeChat account linked by scanning the QR code must be the same as those of the admin of the channel store, otherwise it will prompt that “Connection failed/Registration failed”.

After registration, WeChat Customer Service console will be redirected to. A default customer service account will be generated, and the store name will be pulled by default as the name of the customer service account. The current operator will be automatically set as the receptionist.

(2)WeCom registered. Scan the QR code with WeCom to connect.

You need to use WeCom to scan a QR code to connect. The WeChat account that is linked to the WeCom account by scanning the QR code must be the same as that of the admin of the channel store.

The channel store has only one super admin, who is the creator of the store. The position is displayed as “Store Manager” in the store management page under “Store Management” -> “Member Management”.

After scanning the QR code, if the maximum number of customer service accounts in WeCom has not been reached, click “Connect WeChat Customer Service” to connect. A default customer service account will be generated, and the store name will be pulled by default as the name of the customer service account. The current operator will be automatically set as the receptionist.

III. How to connect WeChat Customer Service in channels on mobile phone

Log in to the channel store admin console, go to “Discover” -> “Channels” -> “Me” in the upper-right corner -> “Creator Center” -> “Marketing Center” -> “Select Store” in WeChat, select “More Features” -> “Customer Service Management” -> Click “Activate”.

After clicking “Activate”, you will be redirected to WeCom:

1. If WeCom has already been installed:

The WeChat account linked to the WeCom account must be the same as that of the admin of the channel store. Otherwise, after clicking “Go to WeCom to connect”, it will prompt “You are not an admin of the store. Unable to connect to WeCom.”.

2. If WeCom has not been installed:

After clicking “Go to WeCom to connect”, you will be prompted to download and install WeCom. After installing and logging in, you will receive a connection card. The link in the card is valid for 48 hours. Once the link is expired, you need to initiate the connection again in the store.

IV. How to reply to customer messages

After receptionists download WeCom for PC or WeCom app and log in to the company to which the store belongs, they can view and reply to customer messages in “Customer Consultation” in Messages.

V. How to manage WeChat Customer Service

You can go to “Workspace” -> “WeChat Customer Service” in WeCom app to manage WeChat Customer Service accounts for more efficient customer services,
including receptionists, reception rules, welcome messages, bots, and quick replies. With the help of data statistics, chat history, and other features, companies can manage stores efficiently.

VI. How to change the WeChat Customer Service account

After WeChat Customer Service is connected, if you want to change the account, click “Store Management” -> “Customer Service Management” -> “Change Account” in the left navigation bar of channel store admin console on PC, select the customer service account of the current company or change to the WeChat customer service account of other companies.

VII. Quickly sending items or order cards by WeChat users

1. When a customer initiates a consultation through any product/order in the channel store, click the entry in the lower-right corner of the consultation page to quickly send the corresponding product/order to customer service agents (similar to customer service in Taobao).

2. Agents can click on the product/order card received from customers to view the details, and can also perform basic operations such as forwarding, adding to Favorites, and sticking on top.

3. Only agents with corresponding order permissions can view the order details sent by customers. When an agent without permission opens an order, it will prompt “No permission”. The order management permission can be configured in the channel store admin console.

VIII. FAQs

1. When the channel store accesses the channel, it prompts “This company does not currently support access to WeChat customer service, please use other companies to access it.”
It is necessary to verify whether the following conditions exist:
(1) The industry type of the enterprise is government affairs industry or university;
(2) The customer service application is not opened or ordinary members are not allowed to create customer service accounts.
If (1) and (2) are hit at the same time, this prompt will appear.

2. How do I unbind a channel store?
Once linked to WeCom, it cannot be unlinked. You can change the linked WeChat customer service account in the Channel Store Console.

3. Linking a channel store by scanning QR code with WeCom prompts “Use the store admin xxx’s WeCom to scan the code.”
The WeChat account bound to the operator’s WeCom account needs to be the super admin of the store.

4. Connecting channel customer service prompts “Log in with the admin account.”
The operator’s WeChat account needs to be the super admin (creator) of the store. You can check the super admin information in Channel Store Console -> “Basic Info” -> “Store Super Admin” -> “Change”.

5. Changing WeChat customer service of a channel store by scanning the QR code prompts “The store “XXXXXX” has connected to the WeChat customer service.”
WeChat customer service has been connected by scanning the QR code with WeCom. To change the customer service account, contact the channel store owner to use the WeCom identity of another company to scan the code.