Customers without Zendesk Suite must have Support and Chat with the Social Messaging add-on to use this feature.
Quick Look: Admin Center > Channels > Messaging and social >
Messaging
This article describes how you can add WeChat social messaging channels. WeChat is a popular, China-based mobile text and voice messaging communication service.
You must have a WeChat official account to configure WeChat in Zendesk. Zendesk recommends selecting a WeChat Service Account.
This article contains the following sections:
Adding a WeChat channel
To support WeChat social messages, you can add one or more WeChat channels. You must be an admin to add WeChat channels.
To add a WeChat channel
- In Admin Center, click
Channels in the sidebar, then select Messaging and social > Messaging.
- Click Add channel and select WeChat from the drop-down.
- Click the Link account button, and follow the instructions to scan your WeChat QR code.
- Scan the QR code using WeChat on your Android or iPhone device. You must be logged in as the admin of your WeChat account on your mobile device.
- You’ll see a WeChat confirmation page in your WeChat mobile app. Click the green button to let Zendesk manage your WeChat messages. After you confirm from your mobile device, your browser will automatically be redirected back to the Channels page.
- (optional) In the WeChat channel details window, enter a unique name for this channel. It may take a few seconds for the WeChat channel details window to reappear.
- Click Save changes.
After you add a WeChat channel, be sure to enable access for agents who will participate in social messaging conversations. Also, you can configure automatic responses to social messages your customers send you.
14 comments
Rosie
Hi Veronika,
Are you looking at it in the Admin Center > Channels icon in the left sidebar? You must have Zendesk Agent Workspace enabled for the Zendesk messaging channel setup available in Admin Center. I may suggest toggling the Agent Workspace off and on again to trigger the provision of your messaging capabilities again. See the article About messaging channels for the Zendesk Agent Workspace
I hope this helps!
Warmest regards,
Rosie B. | Associate Customer Advocate
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Desirè Del Monte
To integrate We Chat with Zendesk is it necessary to have an official We Chat account or is it enough to have a simple account? If the latter, are there any limitations to using WeChat in Zendesk?
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Oscar Mejias
Since our integration requires API access to be enabled, you'd need to have an official business WeChat account to this up using Zendesk.
I hope this helps!
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Noam Shalev
I am setting up an Official Bussiness WeChat account of type "Service account".
![](/hc/user_images/tPQdi1faz7Qrj_doA-hw4g.png)
when setting this up, they clearly state that
Basic Messaging API - none
Support for Advanced APIs - none
does that mean I won't be able to connect this to Zendesk.
Does anyone have experience with this?
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Oscar Mejias
As confirmed in our Sunshine Conversations documentation here: https://docs.smooch.io/guide/wechat/#configuring-wechat you will need a WeChat Official Account in order to configure WeChat with Zendesk Messaging. We recommend selecting a "Service Account" in this case, so you can be sure that this would work with Zendesk messaging :)
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Vivian
Why I can't find Wechat in Add channel?
![](/hc/user_images/P17qHKpco1vOVwOLbDS0iQ.png)
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Hiedi Kysther
Hi Vivian
I sent you an email so we can investigate this issue further. Kindly check your email so we can work on this together.
Thanks! And, have a great day!
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Lucas Lin
Hi Hiedi,
In my sandbox environment,it only display three options and didn't find the option "Wechat"![](/hc/user_images/Ezh0A9nEN586sI5jL08Knw.png)
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Viktor Osetrov
Thanks for your question.
We are supporting "Wechat" integration with the Sandbox environment.
Have attached a screenshot from my test account:
As a possible solution, please double-check the following settings there
yoursubdomain.zendesk.com/admin/channels/messagingandsocial/messaging/setup
:Please revert back to us via chat if the issue persists.
Hope it helps.
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Sydney Neubauer
I don't see it listed here but is WeChat in Zendesk only for text based messaging or can you perform calls with WeChat?
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Noly Maron Unson
Hi Sydney,
WeChat in Zendesk can only be used for messaging and you will not be able to make calls using WeChat within Zendesk.
Hope this helps.
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Bharat Dave
Hi Zendesk Team,
I have linked WeChat as some of our chats happen there. However, Some of our chats happen via WeCom business. How can i link a Wecom account to Zendesk?
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Dainne Kiara Lucena-Laxamana
Hi Bharat Dave !
We only support WeChat's customer service messaging API & WeCom is only for employees' internal use (agent to agent). We don't have any integration for WeCom and at this time it can not be used with Zendesk.
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Andrew Lee
Is there a demo or other environment showcasing WeChat as a messaging channel?
I've run into issues creating my own demo account due to the restrictions around creating new WeChat accounts in the first place.
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