WeChat Quick Start

The WeChat channel connects your WeChat Official Account to Resool, so messages customers send to your account arrive in the shared inbox with WhatsApp, LINE and email. You connect it with the account's AppID and AppSecret, then paste the Server URL and Token Resool gives you into WeChat's server configuration. Your team can reply within 48 hours of the customer's last message, which is WeChat's rule for Official Accounts.

#What you can do with WeChat

In the Inbox

• Receive messages sent to your WeChat Official Account as conversations.
• Reply within 48 hours after the customer's last message.

On the channel

• See the Server URL and Token to paste into WeChat at any time.

#Before you begin

• A verified WeChat Service Account (服务号). Subscription accounts and unverified accounts can't use the customer service messages Resool replies with.
• Admin access to the account on the WeChat Official Accounts Platform (mp.weixin.qq.com), to copy the AppID and AppSecret and change the server configuration.
• Our server's IP address for WeChat's IP allowlist. Contact Resool support to get it.
• In Resool, only workspace Owners and Admins can connect channels. WeChat counts as one channel toward your plan's limit.

#How to get your WeChat credentials

1. Sign in to the WeChat Official Accounts Platform.
2. Open Settings & Development › Basic configuration.
3. Copy the AppID (it starts with wx).
4. Copy the AppSecret. If you don't have it, reset it on the same page. Resetting it stops any other tool that uses the old AppSecret.
5. On the same page, add Resool's server IP address to the IP allowlist.

#How to connect WeChat to Resool

1. Go to Settings › Channels and click Add Channel.
2. On the Business Messaging tab, find WeChat and click Connect.
3. The Connect WeChat dialog shows three steps and an Open WeChat Official Accounts link. Fill in:
   • Channel name: how the channel appears in Resool. "WeChat" by default.
   • AppID: for example wx1234567890abcdef.
   • AppSecret: 32 letters and digits.

Screenshot placeholder

Settings › Channels › Add Channel › WeChat › Connect

The "Connect WeChat" dialog with the WeChat logo, the three numbered steps, the Open WeChat Official Accounts link, the Channel name, AppID and AppSecret fields, the note about the 48-hour reply limit, and the Connect button.

File: screenshots/wechat-quick-start-connect-dialog.png

1. Click Connect. Resool checks the credentials and shows The account is connected. One last step in WeChat: with a Server URL and a Token.

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Settings › Channels › Add Channel › WeChat, after clicking Connect

The confirmation "The account is connected. One last step in WeChat:", the Server URL and Token fields with Copy buttons, the bullets about Plaintext / Compatible mode and the IP allowlist, and the Done button.

File: screenshots/wechat-quick-start-server-config.png

1. Click Done to open the channel page. You can find the same values there later.

#How to finish the setup in WeChat

1. In mp.weixin.qq.com, go to Settings & Development › Basic configuration › Server configuration and click to modify it.
2. Paste the Server URL into the URL field and the Token into the Token field.
3. For EncodingAESKey, let WeChat generate a random one.
4. Under message encryption, choose Plaintext (明文模式) or Compatible mode.
5. Submit, then enable the server configuration.

Send a message to your Official Account from WeChat and check that it appears in the Inbox.

#How to configure WeChat

Open Settings › Channels and click Manage on the WeChat channel. The Configuration tab shows:

• Channel name: rename the channel and save with the save bar.
• The account card: the account's name and its status (Connected, or Needs attention with the reason).
• Webhook: the Server URL and Token to paste in WeChat, with the encryption and IP allowlist reminders.

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Settings › Channels › WeChat › Configuration

The Configuration tab with the Channel name field, the account card with the Connected badge, and the Webhook card with the Server URL, Token, the two reminders and the 48-hour note.

File: screenshots/wechat-quick-start-configuration.png

Routing, auto-assignment and satisfaction surveys are set in Channel settings. To remove the channel, click Delete channel under Danger zone and confirm. Past conversations stay. Remember to turn off the server configuration in WeChat too.

#Notes and limitations

• WeChat only allows replies within 48 hours of the customer's last message. After that, wait for the customer to write again.
• Only verified Service Accounts can be connected.
• Safe mode (full message encryption) isn't supported; use Plaintext or Compatible mode.
• Each Official Account can be connected to one Resool workspace.

#FAQ and troubleshooting

#I see "The AppID starts with wx and has 18 characters."

You pasted another value, such as the original ID (gh_…). Copy the AppID from Basic configuration.

#I see "The platform refused these credentials. Check them and try again."

WeChat didn't accept the AppID and AppSecret.

What you can do:

• Check that the AppSecret is current. If it was reset, copy the new one.
• Check that Resool's server IP address is in the IP allowlist. WeChat refuses requests from other addresses.

#WeChat says the server configuration failed when I submit it

What you can do:

• Paste the Server URL and Token exactly as shown in Resool, with no spaces.
• Make sure you created the channel in Resool first. The URL only works after the channel exists.
• Choose Plaintext or Compatible mode, not safe mode.

#Messages arrive, but my replies fail

What you can do:

• Check that more than 48 hours haven't passed since the customer's last message.
• Check that Resool's server IP address is in the IP allowlist.
• Check that your account is a verified Service Account.

#What's next?

• Channel settings: routing, auto-assign and satisfaction surveys
• Messaging windows and templates
• LINE Quick Start
• Replying to conversations