
Reach your customers on WeChat (and other chat apps) using Nexmo’s C4C Integration
People all over the world now use OTT Messaging Apps to communicate. WeChat, with 650M+ users, is one of the most popular, enabling brands to establish a presence and engage users for customer service and marketing. Leading brands including KLM Airlines, Disney, and Dell use the chat app channel to service customers. At Nexmo, we recently announced our collaboration with KLM Airlines, enabling WeChat customer service through their Service platform.
Nexmo’s Chat App API/C4C integration allows agents to communicate with customers on the chat apps to resolve customer service issues. The demo below shows an illustrative interaction between C4C and WeChat:
Below, we outline the simple steps necessary to use our integration and immediately connect with your customers on the chat apps.
Integration requirements
Nexmo account setup
http://[host:port]/rest/nexmo/message
http://[host:port]/rest/nexmo/receipt
Take note of Key and Secret—you will need them later
Application Configuration
Create a text file application.properties in any working directory with the following content:
nexmo.api.key=[Nexmo API key]
nexmo.api.secret=[Nexmo API secret]
c4c.soap.host=[tenant].crm.ondemand.com
c4c.soap.username=[SOAP username]
c4c.soap.password=[SOAP password]
c4c.odata.endpoint=https://[tenant].crm.ondemand.com/sap/byd/odata/v1
c4c.odata.username=[administrator name]
c4c.odata.password=[administrator password]
c4c.channelCode=[Custom Channel Code]
logging.level.com.axamit=DEBUG
SAP C4C Configuration
Step 1
Login to https://[tenant].crm.ondemand.com/ as administrator using Silverlight enabled browser (IE)
Check application.properties that c4c.odata.endpoint, c4c.odata.username, and c4c.odata.password match the tenant ID and credentials
Step 2
Open BUSINESS CONFIGURATION/IMPLEMENTATION PROJECTS → Project → Activity List → Add “Create or Delete Custom Channel Type” to Project → Add new Channel Type to the “Create or Delete Custom Channel Type” activity
Step 3
Open ADMINISTRATOR/GENERAL SETTINGS/Communication Systems and create or modify the Communication System as described in API Documentation
Step 4
Open ADMINISTRATOR/GENERAL SETTINGS/Communication Arrangements and create or modify Communication Arrangements for:
Check that the credentials entered match the application.properties lines c4c.soap.username and c4c.soap.password
Enter Communication System ID from the previous step as a System Instance ID and as c4c.channelCode property in application.properties
Step 5
Open ADMINISTRATOR/BUSINESS FLEXIBILITY: MASHUP WEB SERVICES and create/edit the REST service as below:
Step 6
Open ADMINISTRATOR/SERVICE AND SOCIAL: Social Media Channels. Create new Social Media Channel. Select the Social Media Channel Type created in Step 2 and MashUp Service ID generated in Step 5
Set the c4c.channelCode property in application.properties to the Channel ID value
Conclusion
You’re all set! Now all chat app Tickets will appear in your Service Queue:
As you can see from the image below, here we have an agent responding to a ticket created by a user’s message, and a correspondence between the agent (on C4C) and the user (on WeChat):
With this integration, you can now reach your customers on WeChat and other chat apps (soon Facebook Business on Messenger, Kik, Tango, Zalo, and more) for customer service and marketing. Please contact me at donovan.rose@nexmo.com if you’d like to learn more about the integration. Thank you.
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