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How to Set up Your Contact Center to Use WeChat in Service Chats

This article describes how to configure Bright Pattern Contact Center to use WeChat as a service channel.

Before you begin, make sure you have completed the integration configuration procedure for WeChat.

Procedure

Step 1: Configure a chat service

In the Contact Center Administrator application, section Configuration > Services & Campaigns:

1. Add and configure a chat service or select an existing chat service from the list.
   
   
2. On the Properties tab for the service, set the Outbound chat account to the WeChat messenger integration account.

Step 2: Assign a team to the service

In section Configuration > Users & Teams > Teams, make sure that a team is assigned to the chat service.

Step 3: Create a chat scenario

In section Configuration > Scenarios > Chat, create a chat scenario (For example, using the Mobile chat scenario template) or make sure that you have an existing chat scenario to use. The scenario must include a Find Agent block and a Connect Chat block.

Step 4: Add a chat scenario entry

1. In section Configuration > Scenario Entries > Messaging/Chat, add a new scenario entry or select an existing entry from the list.
   
   
2. In the scenario entry’s Properties tab, specify the following scenario entry properties:
   
   
   1. Service - Select the chat service from Step 1 of this procedure
      
      
   2. Messenger Account - Select the WeChat messenger integration account that you configured

Step 5: (Optional) Enable internal contact DB-based identification

In section Configuration > Call Center Configuration > Identification, select the checkbox for Use Internal Contact Database to enable it.

When enabled, if an agent assigns a contact to a chat interaction with the given messenger channel, the contact’s user ID will be saved in the contact and contact lookups will search for an internal contact with the matching user ID.

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