How to configure Aijia Customer Service for WeChat, WeCom, communities, customer tags, ecommerce context, human review, and governed support execution.

Purpose

Private-domain support blends customer service, sales follow-up, community operations, membership, and retention. This playbook explains how to configure Aijia Customer Service when WeChat, WeCom, communities, and ecommerce order context are part of the same support workflow.

Operating Model

Treat private-domain support as a customer operations system:

conversation context: one-to-one chat, group chat, consultant follow-up;
customer context: tags, lifecycle stage, membership, purchase history;
commerce context: order, logistics, refund, subscription, warranty;
policy context: brand rules, campaign rules, platform restrictions;
execution context: what can be answered, reviewed, or handled in an authorized back-office surface.

Workflow

Identify customer, channel, group, owner, and lifecycle stage.
Classify the message as marketing, sales, support, after-sales, membership, or unknown.
Retrieve approved product, campaign, logistics, refund, and brand knowledge.
Draft a response that matches private-domain tone and compliance requirements.
If order context is missing, use authorized lookup or route to human.
Send refund, compensation, and sensitive promises to review.
Update notes, tags, or case status only when configured and auditable.

WeCom Collaboration Scenarios

When private-domain support involves customer groups, internal coordination groups, fulfillment partners, and actual executors, configure:

role relationships: customer contact, actual executor, internal handler, fulfillment partner;
waiting states: missing material, pending confirmation, appointment, partner feedback, completed, cancelled;
customer-safe wording: partner or internal requests should be rewritten before customer delivery;
completion feedback: when the customer completes an action, notify the internal handler or partner;
review gates: public group replies, promises, disputes, and uncertain identity should go through review-before-send.

See WeCom Collaboration Support Playbook for the detailed setup.

Review Boundaries

Require review for:

refund, compensation, or price-protection promises;
public group responses that may affect many customers;
sensitive health, financial, legal, or compliance claims;
customer identity uncertainty;
actions that change order, address, membership, or account state.

Knowledge Design

Private-domain knowledge should include:

product recommendations and contraindications;
campaign rules and date ranges;
membership and loyalty rules;
refund, return, warranty, and exchange policy;
customer handoff conditions;
approved private-domain tone examples.

Keep campaign knowledge separate from evergreen policy so outdated promotions do not leak into later conversations.

Evidence

For important cases, preserve the customer message, AI draft, knowledge source, reviewer, approval decision, action evidence, final message, and case summary.

Evidence is especially important when the same customer moves between WeChat, WeCom, marketplace stores, and social-commerce channels.

Private-Domain Support Playbook