Digital messaging support for WeChat

Enabled for Public preview Early access General availability
End users by admins, makers, or analysts - - This feature is released. Apr 1, 2020

Business value

Businesses can offer an expanded channel choice to customers by offering WeChat messaging as a support channel to service customers who prefer to communicate through WeChat.

Feature details

Social messaging platforms such as WeChat give businesses an opportunity to engage with the customers in their own context to provide them with a seamless and personalized customer service experience. WeChat is a channel introduced in this release of Omnichannel for Customer Service. It has the following capabilities:

  • Administrators can configure the WeChat channel in the Omnichannel Administration app.
  • Customers can reach out to the business through WeChat and seek support in an asynchronous nature.
  • Agents can use the same unified, contextual, and productive Omnichannel for Customer Service app interface to engage with customers and resolve their issues.
  • Supervisors and managers can access the rich reports to run the support center efficiently and effectively.

See also

Configure a WeChat channel (docs)