Setting up your LINE or WeChat channel (Social Messaging add-on)

Fastpath: Channels > Channel integrations > Social Messaging

Note: Due to changes in WeChat's security and development policies, Zendesk is updating the way we authorize WeChat integrations. While Zendesk makes these updates, adding new WeChat integrations has been suspended temporarily. If you want to be notified when adding a WeChat account is available, sign up here.

The Social Messaging add-on is available for purchase with certain Zendesk Support plans (see About Zendesk product add-ons). The Zendesk Support Suite also includes the Social Messaging add-on at no additional cost.

After you complete installation and setup of the Social Messaging add-on, you can add LINE and WeChat channels to Support. You must be an administrator to add these accounts, and have access to your LINE and WeChat administrative settings. You will need to copy and paste some information from Support (or Admin Center) into your LINE and WeChat accounts.

In order to use WeChat with Zendesk Support, your WeChat account must be a Service or Subscription type WeChat Official account. If you don’t already have a LINE or WeChat account, you may want to review the LINE and WeChat topics in the Sunshine Conversations Help Center.

For information about how to use the Social Messaging add-on once it is installed and set up, see Using the Social Messaging add-on.

This article includes these sections:

• Understanding how to add LINE and WeChat accounts to Support
• Adding a LINE or WeChat account to Support
• Editing LINE or WeChat settings in Support

Related articles:

• Social messaging resources
• Installing and setting up the Social Messaging add-on
• Using social messaging channels (Social Messaging add-on)
• Sending automatic response to WhatsApp, LINE, or WeChat (Social Messaging add-on)

Understanding how to add LINE and WeChat accounts to Support

The exact process for adding a LINE or WeChat account to Support, and editing one that has already been added, depends on whether the Zendesk Agent Workspace is enabled. For example:

• If Agent Workspace is disabled, you will add or edit your LINE and WeChat accounts from your Admin settings in Support as described below in this article.

• If Agent Workspace is enabled, you will add or edit your LINE and WeChat accounts from Admin Center instead. You need to follow the procedures in Adding WeChat channels to the Zendesk Agent Workspace and Adding LINE channels to the Zendesk Agent Workspace instead of the procedures in this article.

Adding a LINE or WeChat account to Support

As part of these tasks, you will need to copy and paste information from your Admin settings in Support to your LINE and WeChat accounts. You must have a LINE or WeChat account that you have already created. Before you begin, you may want to open your LINE and WeChat administrative settings on separate tabs in your internet browser.

To add a WeChat account to Support

1. Complete the initial steps with the Add account wizard that are described in Adding social messaging accounts to Support.
2. From the wizard, copy the Social Messaging Add-on IP addresses that needs to be added to your WeChat whitelist. Go to your WeChat dashboard and in the Development section, click Basic Configuration, and then paste the addresses into the whitelist. Then, go back to the wizard and click Next.
3. From the wizard, enter a channel name.
4. Scroll down and enter your app ID and app secret.

   You can get these from your WeChat dashboard, on the Basic Configuration page, if needed.

5. (Optional) Scroll down and enter your EncodingAESKey.

   You can get this from your WeChat dashboard, on the Basic Configuration page, if needed.

6. From the wizard, scroll down and then copy the Webhook URL. Go to your WeChat dashboard and paste it into your WeChat settings, under Server configuration (enabled) | 服务器配置(已启用), in the Server Address(URL) field.
7. From the wizard, scroll down and then copy the Webhook token. Go to your WeChat dashboard and paste it into your WeChat settings in the Token(Token) field.
8. From the wizard, click Add account.
9. (Recommended) Set up the auto-responder.
   Note: The auto-responder sends messages automatically to end user when you when you receive their messages. For more information about how it works and how to set it up, see Sending automatic responses to WhatsApp, LINE, or WeChat (Social Messaging add-on).

To add a LINE account to Support

1. Complete the initial steps with the Add account wizard that are described in Adding social messaging accounts to Support.
2. From the wizard in Support, enter a channel name.
3. Scroll down and enter your Channel ID, Channel access token, and Channel secret.

   You can get these from the LINE Developer Center. Open the account for editing and from the Basic settings tab, copy the values from the Channel ID and Channel secret fields. Then, from the Messaging API tab, scroll down to the Channel access token section, and copy the value from the Channel access token (long-lived) field.

4. From the wizard in Support, copy the Webhook URL. Then go to the LINE Developer Center and open the account for editing. From the Messaging API tab, scroll down to the Webhook settings section, and open the Webhook URL setting for editing. Paste the Webhook URL into your LINE settings and then click Verify.
   Note: If an error message appears in the LINE Developer Center after you click Verify, wait 10 seconds and then try again.
5. From the wizard, click Add account.
6. (Recommended) Set up the auto-responder.
   Note: The auto-responder sends messages automatically to end users when you receive their messages. For more information about how it works and how to set it up, see Sending automatic responses to WhatsApp, LINE, or WeChat (Social Messaging add-on).

Editing LINE or WeChat settings in Support

After you add a LINE or WeChat account to your Admin settings in Support, you can view and edit certain LINE and WeChat channel settings.

To view or edit LINE and WeChat channel settings in Support

1. From Support, click the Admin icon () in the sidebar and then click Channels > Channel Integrations.
2. On the Channel integrations page, click Social Messaging.
   Note: This only appears if the Social Messaging add-on is installed.
3. On the Accounts tab, open one of your social messaging channels for editing.

   The Edit account screen displays.