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Adding WeChat social messaging channels



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Lisa Kelly

Zendesk Documentation Team

Edited Sep 09, 2024


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14 comments

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Rosie

Zendesk Customer Care

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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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

Zendesk Customer Care

Hi Desirè,

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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I am setting up an Official Bussiness WeChat account of type "Service account".
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

Zendesk Customer Care

Hi Noam,

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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Why I can't find Wechat in Add channel?

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Hiedi Kysther

Zendesk Customer Care

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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Hi Hiedi,

In my sandbox environment,it only display three options and didn't find the option "Wechat"

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Viktor Osetrov

Zendesk Customer Care

Hello Lucas,

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

Zendesk Luminary

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

Zendesk Customer Care

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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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

Zendesk Customer Care

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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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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