How to configure Aijia Customer Service for WeCom customer groups, internal coordination, fulfillment partners, waiting states, human review, and evidence trails.

Purpose

WeCom collaboration support is not about auto-replying to every group message. It is about turning service actions across customer groups, internal teams, fulfillment partners, and actual executors into a trackable workflow.

This playbook fits after-sales execution, appointment confirmation, material collection, customer callback, partner coordination, and high-touch private-domain service teams.

Operating Objects

Before configuring automation, clarify the service relationship:

customer contact: the person speaking on behalf of the customer in a group or private chat;
actual executor: the person who must complete the action, who may not be in the current group;
internal handler: support or operations person responsible for deciding, rewriting, sending, following up, and reviewing;
fulfillment partner: warehouse, store, service provider, channel partner, or outsourced team;
service case: the customer issue currently being handled;
waiting state: missing material, waiting for confirmation, waiting for appointment, waiting for partner feedback, completed, or cancelled.

Do not manage WeCom support only by group. Service quality depends on whether roles, cases, and states are clear.

Message Handling Modes

Use three handling modes for WeCom messages.

Send Directly

Use for low-risk, clear, stable messages such as material received, appointment confirmed, ordinary progress updates, and standard reminders.

Review Before Send

Use for public group replies, service promises, compensation, disputes, uncertain identity, partner requests that need rewriting, or content that may affect many customers.

Record Without Reply

Use for internal coordination, partner context fragments, waiting clues, customer completion feedback, or messages that do not yet have enough conditions to send. They may not need an immediate customer reply, but they should enter the service record.

Standard Workflows

1. Partner Requests Customer Cooperation

Identify the customer, service case, and customer contact.
Determine who actually needs to cooperate.
Rewrite the partner request into customer-safe wording.
Send directly or route to review based on risk.
Update the case to waiting for customer or waiting for actual executor.

2. Customer Confirms Completion

Match the response to the latest waiting case.
Decide whether material, image, confirmation, or proof is required.
If completion conditions are met, mark the item completed.
Notify the internal handler or fulfillment partner.
Preserve the customer message, delivery result, and state change.

3. Material or Confirmation Is Missing

Record the missing item instead of only chasing in the group.
Send the customer a clear material request.
If overdue, remind the owner or supervisor.
When the customer provides the material, connect it to the original case.

4. Customer Asks for Progress

Identify the customer and service case.
Read the latest state, waiting party, and completed steps.
If context is clear, reply with current progress and next step.
If state is uncertain, route to human review.

Customer-Facing Wording Principles

Customer-visible messages should:

include only what the customer needs to know;
avoid forwarding internal or partner messages directly;
avoid exposing internal ownership details;
avoid vague promises;
clearly state who should cooperate, what is needed, and when feedback will happen;
route high-risk content to human review first.

Knowledge Design

WeCom collaboration support needs curated operations knowledge, not raw chat history:

service processes;
material lists;
approved customer wording;
risk hints;
human handoff conditions;
partner coordination boundaries;
completion confirmation rules.

Historical chat can be source material, but it should not directly become a customer reply basis. It should be abstracted, desensitized, reviewed, and then published as usable knowledge.

Review Boundaries

Require review for:

compensation, refunds, price protection, or discount promises;
complaints, negative feedback, disputes, and public group replies;
uncertain customer identity or service case;
partner requests that need rewriting but lack context;
account, address, benefit, privacy, or sensitive material issues;
customer completion feedback that lacks proof but affects later service.

Evidence Trail

Important cases should preserve:

customer message and source group;
internal or partner original request;
rewritten customer-facing wording;
reviewer, review result, and delivery result;
waiting state, completion state, and cancellation reason;
related material, screenshot, or confirmation;
review conclusion and knowledge updates.

Evidence should not create extra busywork. It should make the service workflow reviewable, handoff-ready, and improvable.

Metrics

Track WeCom collaboration support with:

number of waiting items;
waiting overdue rate;
time from partner request to customer contact;
time from customer completion to internal writeback;
review-before-send approval rate;
wrong send, missed send, and repeated reminder counts;
first-clear-explanation rate for customer progress questions.

These metrics say more about private-domain service quality than auto-reply rate alone.

Rollout Sequence

Choose one high-frequency service process.
Map customer contacts, internal handlers, fulfillment partners, and actual executors.
Prepare material lists, approved wording, and review boundaries.
Start with records and drafts.
Allow direct sending only for low-risk messages.
Review overdue waits, rejected reviews, and customer follow-up questions weekly.
Expand to more customer groups and service workflows.

WeCom Collaboration Support Playbook