Social integration user guide
The Salesforce social integration feature enables you to manage customer service chats from multiple Chinese channels—such as WeChat Official Accounts and WeChat mini programs—and customer service messages from WeCom—all in one place. It also allows flexible use of channel, customer, and chat data within the Salesforce Platform. Additionally, you can use Flow to automate marketing workflows for these Chinese channels.
To help you get started quickly, the Quick Start section guides you through essential configuration steps. After completing them, you can manage customer service sessions and workflows for Chinese channels in the Salesforce Platform and use the data to support valuable business scenarios.
Initialization configuration guide
Before using WeChat integration features, complete some initial setup. Follow the steps below to configure efficiently.
Before using CXG Setup, ensure that Lightning Web Security is enabled in Salesforce under Setup > Security > Session Settings. If it is already enabled, follow CXG Quick Setup for rapid configuration.
Install the package. See Install or upgrade the managed package for CXG.
Configure required permissions. See Configure Integration User permissions and Configure user permissions and Connected App.
Configure the features you need. See:
For a list of objects, see Social integration: CXG Conversation Object Reference.
Advanced configuration guide
If you have enabled CXG AI, use its capabilities to improve the efficiency of WeChat customer service sessions.
For details, see Salesforce on Alibaba Cloud: WeChat customer service auto-reply instructions.
If you serve your customers through multiple channels—such as WeChat, web, hotline, and email—we recommend using Omni-Channel to unify and streamline service across all channels.