WeChat Integration Overview
This section of the Messenger Integration Guide provides instructions for setting up your Bright Pattern Contact Center to function in an integrated manner with the WeChat account of your business.
WeChat integration enables Agent Desktop users to exchange text messages and files (i.e., image, video, or voice files) with WeChat users. Incoming chat interactions are routed to the integrated Agent Desktop environment, where agents also have direct access to the phone, live chat, email, SMS, various other mobile messenger apps, customer and agent records, interaction details, and more.
Prerequisites
WeChat integration requires admin-level access to the following:
- Bright Pattern Contact Center version 5.5.x or higher
- For a production environment, a WeChat Official Account
- For testing, a WeChat Service Account
What Is Supported
The integration supports exchanging messages with text, images, videos, audio, and location. At this time, the WeChat API does not support typing status, message status, sending stickers, sending contacts, or sending location.
Limitations
WeChat imposes some limitations on unsolicited outbound messages. Agent Desktop users can only send 5 unsolicited outbound messages (text or files) within 48 hours of the last message received from the destination WeChat user. Currently, Bright Pattern does not impose the limit. Thus, if an agent initiates an outbound WeChat message, it is possible that the WeChat API may reject it.