WeChat

Channel Type Set Up & Details What Agents can Do
WeChat Messaging
  • Your WeChat account administrator can configure this channel with assistance from your Digital Experience team.
  • You must have a WeChat business account before setting up a channel.
  • You cannot integrate WeChat directly with CXone. You must use Bring Your Own Channel.
  • You need to select a default Studio script and a default skill for each channel you create. To configure this for existing channels go to ACDDFO > Points of Contact Digital.

  • Send basic messages.
  • Send attachments.

 

Add a WeChat Channel

You can no longer integrate WeChat with the CXone digital platform directly. If you want to use WeChat with CXone, you need to use BYOC. For assistance, please contact your CXone Account Representative.

Each BYOC acts as a new channel type, such as chat or email. This means that each BYOC can contain multiple channels of that type.

  1. Click the app selector and select ACD.
  2. Go to DFO > Bring Your Own Channel.

  3. Click Add.
  4. Enter all details for your BYOC Channel. Many of these details come from the middleware Icon indicating the link goes to an external website and should be provided by your engineering team.
  5. Click Save. This redirects you to the BYOC integrations list page.
  6. On the BYOC integrations list page, locate your new BYOC and make a note of the Integration ID. You will need it to create a channel.

Configure Permissions

You need to add this channelClosed A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. to each role that will use the channel. When you add a channel to a role, you need to configure permissions. These determine what users assigned to the role can do when interacting with the channel.

You can add this channel to existing roles or create a role in the CXone Admin application specifically for this channel. Digital Experience users can only have one role.

If you create a new role for this channel, be sure to include any necessary permissions from the Digital Engagement list on the Permissions tab in the CXone Admin application. When you save the new role, it appears in the ACD > DFO > Roles list, where you can add channels and permissions, as well as assign the role to digital agentsClosed An agent who handles digital interactions, such as those on email, chat, social, messaging, and SMS channels. . Agents using CXone Agent need to have the Digital Engagement attribute enabled and be assigned to a digital skill to handle digital interactions. Agents using MAX can handle digital interactions if they have either the Digital Engagement attribute or a digital skill assigned to them.

Be sure to add the Reply permission for all roles that need to interact with contactsClosed The person interacting with an agent, IVR, or bot in your contact center.. Without this permission, users with the role can't reply to interactions. In addition to this permission, you must also enable the Skills View permission in the Admin application to allow agents reply to messages.

  1. Click the app selector and select ACD.
  2. Go to DFO > Roles.

  3. Click the Edit icon for the role you want to use.
  4. In the Channels section, locate the channel you want to configure permissions for and click Edit permissions.
  5. Select the checkboxes in the channel's row for each permission you want to add to the selected role.

  6. Click Save. Continue adding permissions for other channels, as needed.

Configure Routing and Queues

You must create new digital skills in ACD. Using digital scripts is the recommended method for routing digital contacts. It's easier to build and troubleshoot the routing workflow using the visual interface of a Studio script. With routing queues, it can be a challenge to keep track of the many rules required to route contacts. You can also use Workflow Automation to create rules that work with digital skills.

You can still use these steps to configure existing routing queues, but queue creation has completely migrated to ACD skills.

You need to select a default Studio script and a default skill for each channel you create. To configure this for existing channels go to ACDDFO > Points of Contact Digital.

You need to define how Digital Experience routes messages that come in through this channelClosed A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on.. You can modify the filters for existing routing queuesClosed The system uses routing queues to determine which agents to route cases to. Your system administrator creates routing queues so that certain cases are routed to agents with expertise in that type of case. to also route for this channel.  Routing queues in Digital Experience are similar to skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge in ACD.

  1. Click the app selector and select ACD.
  2. Go to DFO > Routing Queues.

  3. In the table, locate the routing queue you want to work on and click Filters.
  4. Locate the filter you want to use and click Conditions. You can also add a new filter.
  5. Click Add condition.
  6. Use the drop-down to select Included channels rule, then click Create condition for selected type.
  7. Click Add for each channel you want in the routing queue. Review the Selected Channels section when you're done, then click Back. Changes are saved automatically.

Create an Outbound Digital Skill

Agents using CXone Agent need to have the Digital Engagement attribute enabled and be assigned to a digital skill to handle digital interactions. Agents using MAX can handle digital interactions if they have either the Digital Engagement attribute or a digital skill assigned to them.

  1. Click the app selector and select ACD.

  2. Go to Contact SettingsACD Skills.

  3. Click Create New > Single Skill.

  4. Set the Media Type to Digital and Inbound/Outbound to Outbound.
  5. Enter a Skill Name.
  6. Set the Digital Channel to Bring Your Own Channel.
  7. Select the Digital Channel Name of the channel you're using.
  8. Select the Campaign you want the skill to be part of.
  9. Select a Message Template from the drop-down.
  10. To add a sub-skill to this skill, select the checkbox. This only applies if you use digital routing queues for contact skill assignment. This is not the recommended routing method. Using Studio scripts is the recommended method to manage contacts and assign skills.
  11. Configure the remaining optional fields in the Skill Information section as needed.

  12. If you want to use screen popsClosed A configurable pop-up window with information about the contact. It appears on an agent's screen after a certain event, usually when the agent connects to a contact. for this skill, use the POPURL action in Studio. This capability is only supported for the CXone Agent suite.
  13. To require agents to manually accept or reject interactions for this skill, select the Accept / Reject checkbox. If an agent rejects an interaction, it returns to the queue. This capability is only supported in Agent. This skill setting is related to a feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your CXone Account Representative.
  14. To enable a countdown timer for agent responses, go to Agent Response section. This capability is only supported in Agent. You can also do this later.

  15. To unassign contacts after a timer expires, go to the Customer Response section. This capability is only supported in Agent. You can also do this later.

  16. Click Create. Complete additional configurations to customize or manage your skills.

Configure Service Level Agreement (SLA) 

SLAs help you track how effective your agents are in managing their casesClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation.. Digital Experience lets you configure SLAs globally and per channel. The speed of communication can vary widely from channel to channel, so you might want different SLAs for channels with slower communication speed. For example, a live chatClosed Agents and contacts interact on a real-time basis takes place in real time, but an email or SMS conversation may take days of back-and-forth between the agent and the customer.

SLAs are only calculated during your configured business hours.

Agents can see the current SLAs for a case display when they click in the reply field.

If you want to configure an SLA for this channel, complete this task. Otherwise, you can skip it.

  1. Click the app selector and select ACD.
  2. Go to DFO > SLA.

  3. Locate the channel you want to configure and click Edit.
  4. Set the toggle to YES if you want the channel to follow the global SLA or to NO, DIFFERENT to configure a specific SLA for this channel.
  5. Use the drop-downs to set the number of days, hours, and minutes to set the First Response Time and Solution Time for this channel.

  6. Click Save.