Violeta,

WeChat is not a currently supported channel in IFS CE, so there is no way to do a direct integration.

It would be potentially possible with the use custom broker style application. The broker would communicate with WeChat, and could use the CE Tenant API to create a Work Object. At the simplest level, the work object could contain the details of the WeChat message.

However, it may be better if CE could also directly talk to the broker (via oData4). The work object could then just contain a unique ID for the chat message/session and all data could be returned from the broker. The broker could then also be used to send message back via WeChat.

Also, keep in mind that IFS Remote Assistance (IFS RA) can be integrated into Customer Engagement (CE).  IFS RA includes a collaboration link feature that can be configured to automatically pull in key information such as the customer’s phone number, name, work order ID, and other relevant data.

Instead of calling the customer directly, the system sends an SMS invitation—this can launch a message thread, a voice call, or a video session. Importantly, the customer does not need to download any app. They join the session as a guest using just a link. Let me know if you’d like more details