
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:
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
- Complete the initial steps with the Add account wizard that are described in Adding social messaging accounts to Support.
- 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.
- From the wizard, enter a channel name.
- 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.
- (Optional) Scroll down and enter your EncodingAESKey.
You can get this from your WeChat dashboard, on the Basic Configuration page, if needed.
- 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.
- 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.
- From the wizard, click Add account.
- (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
- Complete the initial steps with the Add account wizard that are described in Adding social messaging accounts to Support.
- From the wizard in Support, enter a channel name.
- 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.
- 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.
- From the wizard, click Add account.
- (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
- From Support, click the Admin icon (
) in the sidebar and then click Channels > Channel Integrations.
- On the Channel integrations page, click Social Messaging.
Note: This only appears if the Social Messaging add-on is installed.
- On the Accounts tab, open one of your social messaging channels for editing.
The Edit account screen displays.
31 Comments
I added WeChat then remove the account and tried to add again but keep getting this error. The AppID and AppSecret is correct.
Hi Eugene Ooi there are a number of small things we'd need to check to see what's causing the error, such as capitalization caused by the WeChat dashboard being translated from Chinese. Can you please open up a ticket and we can troubleshoot there?
hi there, we've got the same issue, would you please have a look?
https://support.zendesk.com/hc/en-us/requests/5280475
John Wong, found the solution. You need to copy and paste all the codes using the Chinese version of Wechat. Hope that helps.
hi Eugene Ooi,
thx for the comment, sorry I'm not very sure I follow you, you're meaning it's something about the encoding of the code? and suggesting me to copy it on a Chinese Version Wechat, maybe need Chinese Version OS?
John Wong when you copy the AppID, AppSecret and AES Key, make sure you are copying from the Chinese version of the WeChat admin account - https://mp.weixin.qq.com/
Earlier, I was copying the codes from the English version of the WeChat Admin account and kept getting errors. After I changed to the Chinese Version and copy the codes, I could configure WeChat in Zendesk.
hi Eugene Ooi, looks like that Alano and Biety is not comming with me lol, thx you all anyway.
Hello. Has someone made a Zendesk mini-app to be used in WeChat?
This would make also the agents able to work in wechat, and doesn't have to log in to zendesk app or web.
Also read this:
https://www.washingtonpost.com/technology/2018/08/09/want-better-customer-service-dont-call-text/
Hello Niclas Kårlin,
From Zendesk, nothing has been made (yet), but I would suggest sharing this post in our Apps and Integrations Q&A Community topic. Other members might have a few suggestions for ways to find an alternative.
Best regards.
After I install the social message and added the WeChat Channel, WeChat seems can work for receive and send the message to WeChat. However the Persistent Menus disappear that I have setting before migrating to Zendesk social message. How to add the menu in the bottom after activate Zendesk social message WeChat Channel?
Hi Guys
I'm also getting the error "Could not add account. Check the values and try again." when trying to add wechat account.
Not sure if this matters because I saw that in sunshine conversation instructions, but i'm trying to create test account using the wechat sandbox.
The first time I tried, the URL and token were created by the integration panel on zendesk after entering the ID and secret and then the error appeared but the next time right after entering the ID and secret and clicking "Next" I receive the error.
By the way, i'm also copying the codes while on chinese version of the wechat dashboard and I'm on Suit Prof plan.
Appreciate any suggestion or solution.
Regards
I can't create the link either.
I have an old URL and token in wechat (ongair), and I am stuck in step 2 of the guide in zendesk. Don't know if it's a catch 22 here or what the reason might be.
The sandbox connection works, so maybe it's something with the EncodingAESKey? I don't think it's not the "capitalization" since my key starts with lower case, and my appsecret starts with a number.
I have tried all three settings of "Message encryption and decryption" in wechat basic configuration.
https://docs.smooch.io/guide/wechat/#integrate-with-wechat-sandbox
Zendesk, please create a ticket from my comment if you need to get more details or access to our HC.
Hi all -
Sorry to hear you're having trouble with this! First here are a couple of troubleshooting steps to try:
1. Make sure there are no extra whitespaces in the AppID, AppSecret, or AESKey
2. Make sure that there are no capitalization errors in these values
3. Ethan and Niclas Kårlin, are either of you using translation of the developer page?
Please check those and provide that information, and then we can assist further.
Hi Nicole S.
Thanks for your reply.
I'm trying to connect a test account. so no AESKey but others are all correct (no white space / no capitalization error)
In my first attempt my browser automatically translated the page but later i disabled the translation but results were the same.
Best reagrds
I have the same unsuccessful result.
No whitespace (why don't you have Trim() btw?) or capitalization errors.
I turn off/on translation in Chrome, but the values are the same. I don't think this is a valid reason anymore.
Please advice! Feel free to open a ticket and access Kollmorgen's account.
Ethan & Niclas -
Thanks for letting us know that the troubleshooting steps did not work. At this point, I will likely need to create tickets to resolve this, but am confirming before I do so. Look for a note from me here tomorrow.
Hi guys -
The engineers let me know they're seeing several people report issues with WeChat and LINE being reported. I'm going to create tickets for each of you to send to that team. Look for a notification about those tickets in your "my activities" portal or email soon.
I have the same issue with Line integration. The error keeps telling could not add the account.
I'm sure that the account id, account secret and token is correct because I can integrate this Line account to another Zendesk instant successfully. I have multiple Line channels within the same Line account, and all channel can be connected except just one channel.
Another clue, I can also connect this Line account to Zendesk with Sunshine Conversation because Sunshine Conversation doesn't require any token from Line account (it needs Line account id and account secret).
@Nicole I have the same problem for wechat too. "Could not add account. Check the values and try again."
Is it fixed? whats the status?
On thispage you write
My account is "Subscription number", as found in Account details. Is this not compatible?
Is certification of wechat account required?
@Chanus, C L, and Niclas thank you for taking the time to share this with us! I'm going to create tickets for you as well so our Advocacy team can look into this further.
You'll receive an email shortly with your ticket number.
Cheers!
Hi, I have the same issue with Eugene Ooi but for the Line
"Could not add account. Check the values and try again."
How can I fix this problem?
Hey Admin Ari,
Thanks for sharing this with us! I'll generate a ticket on your behalf so we can dig into this further for you.
Cheers!
Hi, Guys.
i have the same issue as well, I'm speaking Chinese, I can make sure every information i copy-paste to wechat integration in zendesk is correct.
But the system keeps noting me couldn't add the account, ask me to check value.
I haven't input AESKey as I'm not IT guy and it shows optional.
Still no clear answer and wait a long time to deal with this integration.
Hope I can get some lovely support, otherwise, I might be fired by my boss as I can't even finish this simple work.
Thank you!
Hey Diego,
Thanks for the heads up! I'm going to create a ticket for you so we can troubleshoot this further.
Cheers!
Hi Brett, still no response after 9 days.
I used to catch up with the ticket email but no one reply.
Any my coworkers receive an email that show how to install whatsapp.
But actually, we need link WeChat and we already pay the extra fee and follow this instruction try few times.
Our company do the development of the system as well, we understand some integration issue is not easy.
But just wish to get some response or clear answer.
We pay the bill (even not much money), we upgrade the plan for connecting wechat, but finally got nothing, even no response from the tickets for more than one week, even i reply the ticket to ask the status, still no response.
Hope it can be fixed or give us a clear answer, or if you guys need more information can let me know.
We love Zendesk, but i can't say I'm not disappointed about this case.
Thank you!
Hey Diego,
Apologies for the delayed response! It looks like we're dealing with a high volume of tickets currently which explains why you haven't received a response yet. I've bumped the priority of your ticket to see if we can get eyes on it faster.
Rest assured our Advocacy team will follow-up with you as soon as they can :)
Cheers!
From my support ticket with ZD on this matter:
Dear Admin,
I am having the same issue too. my report ID is #5535192
Hi KC,
Yes, this is an ongoing issue that is actively being worked on. You will likely receive updates in your ticket first, but we will update here once we have a resolution.
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