The 1-on-1 chat capability is natively supported by WeChat service accounts, allowing businesses to provide customer service to their WeChat users. The Charket WeChat app brings this feature to Salesforce CRM and enhances it to align with the general Salesforce user experience.
To prevent businesses from overwhelming its users, WeChat introduced two types of chat windows, enforcing messaging limits that cannot be bypassed.
1-Minute Chat Window
A 1-minute chat window is triggered when a WeChat user follows your WeChat account, clicks the account's menu bar, or scans a QR code. Within this window, an agent can send up to three messages to the user. Given its short duration, the best practice is to use auto-replies and encourage the user to respond if they need more information. Their reply will then initiate the 48-hour chat window.
48-Hour Chat Window
A 48-hour chat window starts and resets whenever a WeChat user sends a message or makes a payment. Within this window, an agent can send up to five consecutive messages. However, this limit usually isn't an issue, as it resets each time the user responds. This allows chat conversations to extend over days or even weeks.
Messaging Outside Chat Windows
For Service Account, outside the 1-minute and 48-hour chat windows, agents can still send:
- WeChat notifications (high daily limit).
- Up to 4 free-text or multimedia messages per month to each WeChat user. These messages count toward the monthly quota of 4 mass messages per follower.