WeChat messaging channel setup
Handle WeChat official-account and mini-program messages in INSIDE through direct or delegated account authorisation.
What it is
WeChat brings messages from an official account or mini program into INSIDE. You can reply in the same conversation while the customer continues using WeChat. The account can connect directly or authorise the platform to connect on its behalf.
Who uses it and why
- Operators answer WeChat customers and review messages, shared locations and media.
- Administrators arrange the account type, authorisation and operating hours with Powerfront.
- Developers coordinate direct credentials or delegated authorisation with Powerfront.
- Visitors contact the business through its WeChat account or mini program.
Where to find it
Open a WeChat conversation to read and reply. Powerfront manages WeChat under Settings › General Settings › Integrations.
How it works
INSIDE accepts supported text, images, voice, video, links, locations and mini-program content. WeChat events can also contribute context to the conversation.
You reply from INSIDE. Depending on the account type and configured content, replies can include text, images, voice, video, rich links, menu choices and mini-program cards. A customer's menu selection can answer an automated question.
Foreign Account changes how content is sent. Some media becomes a text or download-link message, and choice menus use text. Mini Program also changes supported card and menu formats. The same content can therefore look different across WeChat account types.
Configure it
Ask Powerfront to connect your App Id and select the correct account type.
For a direct connection, Powerfront configures App Secret, Access Token and Encryption Key as needed. For a delegated connection, Powerfront enables Use Third Party Platform and provides the Account Authorisation Url so the account owner can authorise the connection.
Tell Powerfront whether the account needs Foreign Account or Mini Program. Both are off by default. Powerfront can also change Business Hours, Virtual Assistant, Post Chat Survey and Service Levels options. The connection can provide an account or mini-program QR code when available.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Enable WeChat Integration | Settings › General Settings › Integrations | channel | On in the new-account editor; Off if absent from a saved account | Powerfront | Enables the selected WeChat connection. |
| Use Third Party Platform | Settings › General Settings › Integrations | channel | Off | Powerfront | Uses delegated platform authorisation instead of direct account secrets. |
| Foreign Account | Settings › General Settings › Integrations | channel | Off | Powerfront | Uses alternative message formats for an account outside China, including text or links in place of some native content. |
| Mini Program | Settings › General Settings › Integrations | channel | Off | Powerfront | Treats the connection as a WeChat mini program and adjusts supported message formats. |
Fields
| Field | Where | Required | What it is for |
|---|---|---|---|
| Name | Settings › General Settings › Integrations | Yes | Identifies the WeChat account in INSIDE. |
| App Id | Settings › General Settings › Integrations | Yes | Identifies the official account or mini program. |
| App Secret | Settings › General Settings › Integrations | No | Authenticates a direct account connection. |
| Access Token | Settings › General Settings › Integrations | No | Supplies the configured token for the direct account connection. |
| Encryption Key | Settings › General Settings › Integrations | No | Allows INSIDE to process encrypted account notifications. |
Limits and good to know
- Multiple-selection questions are unsupported.
- Incoming media is checked against permitted attachment types and a file-size check. Oversized or disallowed content may produce an explanatory message instead of a usable attachment.
- Foreign accounts do not use all the same native media and rich-message formats as other accounts.
- Typing indicators, outgoing reactions, location requests and authentication requests are unsupported.
- A connection in INSIDE does not override WeChat's restrictions on sending a reply.
Depends on and works with
View all connections as a list
This feature uses
- Website, channel and subsite accessConfigured by
Operator website and channel access controls conversation access.
- Attachment file types and virus scanningConfigured by
Allowed attachment types affect imported files.
- Attachments in conversationsEnhances
Supported incoming and outgoing media appears in the conversation.
- Messaging channel connectionsRequires
WeChat messaging needs a connected business account and its authorisation.
- Messaging conversationsRequires
Conversations distinguish the connected WeChat account and customer.
- Webhooks and message statusRequires
Verified account notifications bring messages and authorisation changes into INSIDE.
- Virtual Assistant tasks in messaging channelsEnhances
Automated questions and specialised WeChat content use channel-specific message formats.
- Post-chat surveys in messaging channelsEnhances
The account can enable a post-chat survey.
FAQ and troubleshooting
Why do customers receive links instead of media?
The Foreign Account option and the media type affect how INSIDE sends the content. Ask Powerfront to check that the account type is correct.
Why does a question appear as text instead of a menu?
Foreign accounts and mini programs use text for these choice questions. A provider rejection can also cause a menu to fall back to text.
Why has the delegated connection stopped working?
Ask Powerfront to check the account's authorisation. The account owner may need to authorise the connection again using Account Authorisation Url.
Why is a received file unavailable?
Check whether the conversation reports a size or attachment-type restriction. Ask the customer for a smaller supported file where necessary.