Question

I added my WeChat account as a messaging channel to Zendesk. When new WeChat messages are received, how much time do my agents have to reply?

Answer

WeChat accounts follow a 48-hour rule. Agents must respond to WeChat messages within 48 hours of receiving the last message from an end user, or agents will be unable to reply to the sender.

This restriction is set by WeChat and applies to all WeChat accounts. If an agent fails to reply within the 48-hour window, the agent can no longer reply to the end user until the end user sends another message. The 48-hour window restarts each time the end user sends a WeChat message.

For more information, see these articles:

  • Adding WeChat channels to the Zendesk Agent Workspace<></>
  • Setting up your LINE or WeChat channels (standard agent interface)
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