WeChat at work: answering as a team, not as one person

WeChat is the hardest channel to turn into a support process, because so much of it is personal. Customers add an individual, not a company. When that individual leaves, the relationship and the history go with them.

Three things worth separating

  • The channel and the person. A customer should belong to the company, not to whoever added them first.
  • Answering and owning. Anyone on the team can reply; one person remains accountable for the thread.
  • The chat and the record. If it only lives in an app, it cannot be reviewed or handed over.

None of this requires changing how customers reach you. It requires the inbox behind it to be shared — which is what Onsites AI does, putting WeChat in the same queue as email, website chat, WhatsApp, Telegram, LINE and Messenger.

A WeChat shared inbox, in practice

Free for the first 3 seats. onsitesai.com

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