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Connect WeChat Customer Service

AIP

Connect WeChat Customer Service

Connect your Agent to WeChat Customer Service to answer customers in WeChat.

Before you start

Prepare an enabled Agent and a WeCom administrator account.

1

Prepare the WeCom app

In the WeCom admin console, open App Management → Custom Apps and create or select the app for this integration. Set its name, icon, and visibility.

Create a custom appApp details

Copy the Corp ID from My Enterprise → Enterprise Information.

Corp ID location
2

Prepare callback credentials

Return to the app and open Receive Messages → Set API Reception. Generate and save the Token and EncodingAESKey. Leave URL submission for later.

API reception settings
FieldValue
TokenGenerated verification string, 3–32 characters
EncodingAESKeyComplete generated 43-character encryption key
3

Create the AIP channel

Add a WeChat Customer Service channel in AIP. Enter its name, Corp ID, Token, and EncodingAESKey. After creation, open the installation settings for the callback URL, domain verification address, and trusted IPs.

4

Verify the domain and trusted IPs

If domain verification is required

Download the WW_verify_*.txt file from WeCom and upload it unchanged in AIP’s channel installation settings (up to 4 KiB). Open its public URL and check the original content, then verify in WeCom. Enter only the supplied domain in the domain field, without the /webhooks/ path.

Domain verification file and button

Add every IP listed in AIP’s installation settings to the app’s trusted IP list and save.

5

Save callback settings

Return to API message reception, complete these fields, and save.

FieldSetting
URLComplete AIP callback URL, including /webhooks/wechat_kf/
Token, EncodingAESKeySame values used to create the AIP channel
EventsEnable WeChat Customer Service messages and events
Callback fields and customer service events
View the saved settings
Example of saved callback settings
6

Authorize customer service accounts

Open WeChat Customer Service and create or select a service account with its name and avatar.

Create a service account

Expand the account’s API settings. Edit Apps Allowed to Call APIs and select the app created earlier.

Service account API settings

In Internal Development, associate the service account with that app and confirm the app can manage it.

Choose the authorized appAssociate the app and service account
7

Finish installation in AIP

In the authorized app’s details, select View Secret and follow WeCom’s instructions to retrieve it in the client.

View the app Secret

Return to AIP’s installation settings, enter the Secret, fetch the service account list, and select the target by name. Complete verification and bind an enabled Agent. A single manageable account is selected automatically.

8

Test replies in WeChat

Use a customer’s WeChat account to open the service link or scan its QR code. Send a message and confirm the Agent’s reply, then test an image or voice message.

Troubleshooting

Domain or callback verification fails

Check that the verification file is publicly accessible and unchanged. Use the complete callback URL and matching Token and EncodingAESKey on both sides.

Cannot load service accounts

Check the enterprise and app associated with the Corp ID and Secret, customer service authorization, and all required trusted IPs.

Messages arrive without replies

Check customer service events, Agent status, channel admission, and platform reply restrictions. Give an administrator the service name, send time, and error code.

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