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After the connection is enabled, messages sent to an official enterprise WeChat Customer Service account enter the YundaDesk Inbox. Agents and AI customer service can reply while the conversation remains eligible under WeCom rules.

WeChat Customer Service is not a regular WeCom employee account. Private chats between employees and external contacts, customer group messages, and internal chats are not included in this channel.

One enterprise can connect to only one workspace#

For the same YundaDesk third-party application, an enterprise can be connected to only one YundaDesk workspace at a time. This is an enterprise-level connection, not a connection for one customer service account.

• The same workspace can reauthorize the same enterprise.
• If another workspace scans the authorization code for that enterprise, it sees only This enterprise is already connected to another workspace. The connection is not transferred, and the original workspace is not disclosed.
• An administrator of the original workspace must complete the enterprise disconnect and data cleanup before another workspace can connect the enterprise.
• If the current workspace is connected to enterprise A, disconnect enterprise A before connecting enterprise B.

Before you begin#

You need:

• YundaDesk workspace administrator access;
• a WeCom administrator who can install third-party applications and manage customer service accounts;
• at least one WeChat Customer Service account created in the WeCom admin console;
• a personal WeChat account for real delivery testing; and
• WeChat Customer Service visible on the current workspace's Channels page and included in the current plan.

Understand the complete flow#

The interactive demo above previews the YundaDesk authorization, synchronization, and enablement steps. The screenshots below show the corresponding WeCom admin pages. WeCom may display these pages in Chinese depending on the administrator's locale.

1. Create WeChat Customer Service accounts in WeCom#

Sign in to the WeCom admin console as an administrator, open Application Management, and select WeChat Customer Service. Confirm that the application is enabled and review its visibility scope.

Select Create account, then set the avatar and customer-facing name. An enterprise can create multiple accounts. Each account imported into YundaDesk later becomes an independent channel.

WeCom manages its native bot, native human receptionists, welcome message, and automatic conversation end time. These are not YundaDesk agent settings. If a native WeCom agent takes over a conversation, YundaDesk continues to show synchronized messages but makes that conversation read-only.

2. Authorize the enterprise in YundaDesk#

1. Open Channels in YundaDesk.
2. Select WeChat Customer Service, then select Authorize in WeCom. YundaDesk opens authorization in a new tab while the original workspace stays open.
3. Complete the installation as a WeCom administrator and approve the enterprise, member, and WeChat Customer Service permissions shown on the page. The authorization tab returns to YundaDesk when finished, and the original workspace refreshes account status automatically.

Dedicated support for you is an optional WeCom service-provider contact setting. It does not determine whether customer service messages can enter YundaDesk. After approval, return to YundaDesk and wait until the enterprise authorization shows Connected.

3. Grant account management permission in WeCom#

Enterprise authorization lets YundaDesk discover customer service accounts. YundaDesk can manage and exchange messages only for accounts that the enterprise explicitly assigns to it.

In the WeCom admin console, open Application Management → WeChat Customer Service, scroll to the section for managing conversation messages through the API, and select the option to authorize a third-party application.

Open the action menu for the YundaDesk application and select the option to authorize customer service accounts.

Select the accounts that YundaDesk should manage and confirm. If WeCom allows only one third-party application to manage an account at a time, remove the previous management relationship first.

WeCom menu labels can change. Confirm that you are assigning WeChat Customer Service accounts, not regular members, customer contacts, or customer group permissions.

4. Synchronize, select, and enable accounts#

Return to WeChat Customer Service in YundaDesk and select Sync accounts. Immediately after enterprise authorization—but before API management permission is assigned—an account appears as No management permission.

After granting permission in WeCom, synchronize again. The account changes to Manageable. Select the accounts to connect, then select Enable selected accounts.

Enabling selected accounts:

• creates one independent YundaDesk channel for that WeChat Customer Service account;
• keeps conversation sources separated by account;
• allows messages for the account to enter the shared Inbox; and
• enables each channel immediately so agents can reply while the conversation remains eligible under official rules.

AI replies are off by default, so the page shows both Enabled and AI replies off. To use automatic AI reception, select the channel in the AI customer service reception settings. Channel enablement and AI replies are independent states.

5. Verify a real message round trip#

1. In the WeCom admin console, get the entry link or QR code for customer service account A.
2. Open it from a personal WeChat account and send a test message with a unique marker.
3. In the YundaDesk Inbox, confirm that the new conversation shows the correct WeChat Customer Service account as its source.
4. Send a human reply from the Inbox and confirm that it arrives in the personal WeChat account.
5. If AI reception is enabled, send another customer message and verify that the AI reply is delivered.
6. Repeat the test with account B and confirm that the two account sources do not get mixed.

A Sent state in the admin UI is not proof of final delivery. Verify the message in the customer's WeChat client and watch for a later asynchronous failure state.

Connection boundaries and reply limits#

The customer must initiate a WeChat Customer Service conversation. Regular API replies are also subject to these rules:

• replies are allowed only within 48 hours of the customer's latest message;
• at most five replies can be sent in the current reply window;
• a new customer message recalculates the reply window and available count; and
• YundaDesk cannot continue regular sending after a native WeCom agent takes over, the session ends, or the account becomes unavailable.

Assigning a YundaDesk agent does not change the native WeCom reception state. Customers always see the selected WeChat Customer Service account as the sender.

Supported messages#

YundaDesk can display inbound text, commonly used media, and selected structured cards. Outbound messages support text, images, voice, video, and files. Whether a reply can be sent still depends on the current conversation state, reply window, and official limits.

When the official profile provides a usable WeChat nickname, the Inbox shows it first. Otherwise, YundaDesk uses WeChat customer #identifier as a stable fallback.

Synchronize, reauthorize, or disconnect#

First decide whether you need to act on one customer service account or on the enterprise connection:

Unlink and Delete account on an individual account page are not an enterprise disconnect. Even if every customer service account is deleted, the enterprise remains connected to the current workspace until the enterprise disconnect below is completed.

Disconnect the entire enterprise#

Only a workspace administrator who also has channel-management permission can perform this action.

1. Open Channels → WeChat Customer Service and select Disconnect enterprise.
2. Enter the enterprise name as prompted and confirm. YundaDesk immediately disables every WeChat Customer Service channel for the enterprise. Messaging, account synchronization, and new account enablement stop.
3. Ask an enterprise administrator to open Application Management → Third-party apps → YundaDesk in the WeCom admin console and select Delete app.
4. Return to YundaDesk, select I deleted it — check status, and confirm again that the app was deleted.
5. If WeCom still reports the app as authorized, the page continues waiting and cleanup does not begin. After removal is confirmed, YundaDesk shows Disconnecting and cleaning up data.
6. Wait until the page shows Enterprise connection removed. Only then can this enterprise connect to the current workspace or another workspace.

Before the app is deleted in WeCom, you can select Cancel disconnect. YundaDesk verifies the authorization and restores only channels that were enabled when the disconnect started. Channels that were already disabled stay disabled. A disconnect cannot be cancelled after the WeCom authorization is no longer valid.

When the enterprise revokes access in WeCom#

If an enterprise administrator deletes the YundaDesk app directly in WeCom, YundaDesk disables every WeChat Customer Service channel as soon as it receives the revocation notice and begins cleanup. Until cleanup finishes, the enterprise remains assigned to the current workspace and cannot connect to another workspace.

What each connection state means#

If cleanup temporarily fails, the page continues to show that cleanup is incomplete and YundaDesk retries safely. It does not report a completed disconnect or release the enterprise to another workspace before cleanup succeeds.

What happens to data after cleanup#

An enterprise disconnect removes or anonymizes identifiable data created through that WeChat Customer Service connection, including customer service account details, WeChat customer identities, channel message content, and WeChat Customer Service attachments. Conversation and aggregate reporting structure may remain without identities or message content so reports stay consistent; message positions show a standard cleaned-data notice.

If the same customer also contacted you through the website, email, or another channel, those other identities and histories are not removed by the WeChat Customer Service enterprise disconnect. Enterprise connection removed means both cleanup and release of the enterprise assignment have completed.

Troubleshooting#

“This enterprise is already connected to another workspace”#

Scanning the authorization code again does not transfer the enterprise. Ask an administrator of the original workspace to complete the enterprise disconnect, then wait for cleanup to finish before trying again. For privacy, the message does not identify the original workspace.

The enterprise disconnect keeps waiting for app deletion#

Confirm that an enterprise administrator deleted YundaDesk under Application Management → Third-party apps. Removing management permission from one customer service account is not enough. After deleting the app, return to YundaDesk and select I deleted it — check status.

The page remains on cleanup#

If cleanup fails, YundaDesk keeps every channel disabled and retries without releasing the enterprise connection early. Refresh the page later. Contact YundaDesk Support if the state does not change for an extended period.

No accounts appear after authorization#

Confirm that at least one WeChat Customer Service account exists in WeCom, then select Sync accounts in YundaDesk. If the list remains empty, check that the enterprise authorization is still valid.

An account has no management permission#

Ask the WeCom administrator to grant the YundaDesk application access to that account, then synchronize again. If another third-party application already manages it, resolve the previous relationship first.

Customer messages do not enter the Inbox#

Confirm that the customer used the account's entry link or QR code rather than sending a private message to a regular WeCom employee. Also confirm that the imported channel is enabled.

The reply composer is read-only#

Read the reason shown in the Inbox. Common causes include native WeCom human reception, an ended session, an expired 48-hour window, or all five replies being used.

A message is sent and later fails#

WeCom can report an asynchronous failure after accepting a send request. Use the final Inbox state and the customer's WeChat client as the source of truth. Reauthorize, wait for a new customer message, or retry a retryable message as instructed by the UI.