WeChat CRM integration: A step-by-step integration guide for business success

For businesses, every missed message is a missed opportunity. To ensure you never miss a chance, Pepper Cloud integrates seamlessly with popular messaging channels like WhatsApp, Instagram, Telegram, and Facebook Messenger. Now, it also brings you the enhanced capabilities of WeChat CRM integration.

WeChat, with over a billion users, combined with Pepper Cloud CRM’s dynamic features, revolutionizes customer communication. This powerful integration enables businesses to engage effortlessly, whether managing multiple inquiries or delivering personalized support.

What is WeChat?

WeChat is more than just another messaging application—it's a comprehensive digital ecosystem that dominates the Chinese market. With over a billion active users, it combines social networking, messaging, digital payments, and business services into one powerful platform. 

For businesses, WeChat offers specialised Official Accounts that serve as virtual storefronts and customer service hubs.

Types of WeChat Official Accounts

WeChat offers three types of business accounts:

• WeChat subscription account (订阅号): Ideal for content publishing
• WeChat service account (服务号): Perfect for customer service and sales
• WeChat work (企业号): Designed for internal business communication

Note: For WeChat integration with Pepper Cloud CRM, you will need a WeChat service account, as it provides API access and supports advanced features like WeChat Pay and store creation.

Core features and benefits of WeChat CRM integration

1. Unified messaging platform: Pepper Cloud CRM consolidates all WeChat messages in one place, eliminating the need to switch between platforms. Businesses can seamlessly view, respond to, and track customer interactions directly within the CRM.
2. Two-way communication:Pepper Cloud CRM WeChat integration allows businesses to reply to messages directly through the platform. This feature improves response times and customer satisfaction.
3. Quick replies:Businesses can use quick replies for common queries. This feature saves time and ensures consistency in messaging. 
4. Comprehensive security:Features like IP whitelisting and API token authentication ensure secure communication between platforms. These measures protect sensitive customer data and build trust by maintaining the highest standards of security.

Getting started: Prerequisites

Before beginning the integration process, ensure you have:

1. WeChat service account 

• The account should be verified (Note: Unverified accounts are cancelled after 30 days).
• Your WeChat App ID and App secret
• Your business's IP address whitelisted for API calls

2. Admin access to your Pepper Cloud CRM

Step-by-step WeChat CRM integration guide

There are 3 major steps to integrate WeChat with Pepper Cloud CRM. 

1. Setting up verified WeChat service account
2. Verifying WeChat service account
3. Integrating WeChat with Pepper Cloud CRM

Note: You can skip step 01 and step 02 if your WeChat account is already verified. 

Step 01: Setting up verified WeChat service account

1. Choose account: Go to the WeChat Official Account Platform and click “Register now”. Choose “Service Account”.

2. Create a user account: Create your account with a secure email address. This email will be your login credential for the admin panel. Ensure the email is not associated with any existing WeChat Business Account. After entering your email, you will receive a verification code to your email ID. Enter the code and complete the registration.

3. Select your country: Choose the country where your company is registered. The required legal documents vary based on the country.

4. Submit identification information: Provide necessary identification details for both the company and the account admin. This includes:

• The company’s registered name and business registration number.
• The account operator’s name, mobile phone number, and passport or ID number.

5. Choose an account name and add description: Create a unique account name, which will serve as your WeChat account ID, and add a brief description for your account. Make sure to choose a name that aligns with your business identity.

Once you have completed these steps, your WeChat Official Account is created. Upon logging into the WeChat Official Accounts Platform, you will receive a notification.

Step 02: Verifying WeChat service account

Your account must be verified to unlock advanced features such as sending push notifications, creating Mini-Programs, broadcast features, or enabling WeChat Pay. Unverified accounts are limited in functionality and will be deactivated after 30 days.

Here is a detailed guide to verify your WeChat service account.

1. Provide additional company information: Submit the the following details for your company verification:

• Company registration number, office address, and office phone number
• Description of your business activities (scope of business)
• Name of the bank where your company holds an account
• Company bank account number
• Names of legal representatives or company directors

2. Validate personal information: During the verification process, you will be contacted by a verification team to review the submitted documents. You must provide the following details for your company’s contact person:

• Full name
• Mobile phone number (verified via SMS)
• Email address
• Landline phone number
• Passport number

3. Upload supporting documents: You will need to upload supporting documents for all the information you have submitted. The documents should be in colour. The required documents include:

• Business license
• Official application letter (which can be downloaded and must be filled, signed, and stamped)
• Mobile phone bill of the contact person, showing their name, phone number, and payment history for the last 3 months
• Identification documents for the contact person (passport, ID card, or driving license) – include both sides of ID or driving license, or two copies of the passport's information page

4. Reserve your account name: At this stage, you will need to choose a display name for your official account. Note that the account display name can only be changed during the annual verification process.

• If your brand name is trademarked, select the trademark option and upload the necessary documents.
• If your business is a news agency, select the media name option and provide a broadcast license.
• For other businesses, we recommend selecting the optional vocabulary option as it does not require additional documentation.

5. Pay the verification feeA verification fee (USD 99 or RMB 300 - depending on your business location) is required. This fee must be paid for each annual verification. Note that this fee is non-refundable, even if the application is rejected.

Once you have completed these steps, you can expect a call from a third-party agency within 10 business days to verify your application. The agency will assist you in refining your submission. After completing the WeChat official account setup, you can start exploring its full functionality.

Step 03: Integrating WeChat with Pepper Cloud CRM

1. Log in to Pepper Cloud CRM as an admin.

2. Navigate to Settings > Integration > Channels > Create new. Select WeChat and click “Next”.

3. Enter your App ID and App secret from your WeChat service account.

4. Copy callback URL and verify token and paste them into the WeChat API Management section. You also have to whitelist your IP address on the WeChat official account platform.

5. Enter the channel name and description. You can also make the channel private to restrict the user access. 

6. Save the details and verify the connection.

Using the WeChat integration

• View messages: Access all WeChat conversations in the message module.
• Filter messages: Conveniently filter the messages by WeChat channel. 
• Respond efficiently: Utilise quick replies for sending instant responses to customer messages.
• Analyse data: Use CRM analytics to review interaction trends and customer behavior.

Understanding key features and limitations

Messaging Capabilities

• Send and receive text messages through the CRM interface
• Support for various file types:

Limitations

1. Messaging windows:
   • 48-hour window to reply to contacts
   • Maximum 5 messages per session
   • Session resets when contact responds
2. File support restrictions:
   • Audio files in .wav format doesn't play in Chrome
   • No support for GIFs or emojis
   • Contact cards limited to WeChat connections
3. Character limits:
   • WeChat: 600 characters per message
   • Quick replies: 2,000 characters
4. Data synchronisation:
   • Messages sent directly from WeChat official account won't sync to CRM
   • Limited contact profile data available
   • Basic contact information auto-populates in CRM

Troubleshooting common issues

1. Token invalid errors:
   • Verify all channel details are correct
   • Check App Secret and Verification Token
   • Ensure Webhook URL is properly configured
2. Message reception issues:
   • Ensure your WeChat account is verified. Through an unverified account, messages can’t be sent or received via API. 
   • doesn’t receive messages
   • Check if you've reached the 5-message limit
   • Verify if the 48-hour session is still active
   • Wait for customer to initiate new contact if session has expired
3. Blocked message input:
   • Check if you've reached the 5-message limit
   • Verify if the 48-hour session is still active
   • Wait for customer to initiate new contact if session has expired

Frequently asked questions (FAQs)

1. Why can’t I receive inbound messages?

Ensure your WeChat Official Account is verified. Unverified accounts cannot send or receive messages via API.

2. What does the “Token is invalid” error mean?

Verify the entered App Secret, App ID, and Webhook URL. Refresh the token if required.

3. Can I initiate conversations with customers?

According to WeChat rules, customers must follow your account and message you first before you can respond.

4. Why do messages stop after 48 hours?

WeChat imposes a 48-hour messaging window. To continue, the customer must send a new message.

5. How can my customer send me a message? 

You go to your official WeChat account and download the QR code. You can also go to the CRM and copy the channel link to send a message to your business. 

6. Why aren’t my messages arriving? 

If a WeChat user changes their password, the permissions will become outdated and will need to integrate the channel. 

7. Why am I unable to send any messages in one chat and the input is blocked? 

You cannot send a message if you have reached the 5-message limit since the recipient's last response or if the 48-hour messaging window has expired. However, when the recipient replies or sends a new message, the messaging window will reopen, allowing you to continue the conversation.

8. Can I connect to a personal WeChat account? 

To connect to a WeChat channel with Pepper Cloud CRM, a WeChat Official Account is required. 

9. How much does a WeChat Official account cost? 

WeChat Official Accounts are free to create. However, an annual fee needs to be paid to verify the account. 

10. Why don't I see the message senders’ name when receiving messages on the WeChat channel? 

This is because WeChat does not provide the contact's profile name as part of the metadata. Metadata refers to data that provides information about other data. In this case, WeChat’s metadata provides information such as the date and time of the messages, sender’s ID, etc. 

Ready to get started?

Transform your customer communication strategy by integrating WeChat with Pepper Cloud CRM today. Begin by setting up your WeChat Service Account and following our integration guide. Remember to verify your account and maintain annual verification to ensure uninterrupted service.

For additional support or questions about the integration process, reach out to our customer support team. We're here to help you maximise the potential of this powerful integration for your business.