Grata’s menu editor provides a few additional features beyond WeChat’s default menu editor, notably the ability to offer separate versions of your menus for English, Simplified Chinese, and Traditional Chinese WeChat users. Note: If you link your WeChat Official Account to Grata using the old server-forwarding, your WeChat menus, welcome message, and any auto-replies (if used) must be managed on Grata, not on the WeChat backend.
Grata’s WeChat menu editor is located in the Admin Panel, in the side menu under Content.
Your first step is to create your default menu configuration. This is required by WeChat if you intend to later add language-specific menus. Your default menu configuration will be shown for any user with a WeChat language other than a language for which you have saved menus. For example, if you add English, Simplified Chinese, and Traditional Chinese menus, a German user would see your default menus. For most organizations in China, we recommend using the Simplified and Traditional Chinese menus for your Chinese speakers, while using your Default menus (in English) for all non-Chinese users.
WeChat Menus can consist of up to three first-level menu buttons and five sub-menu buttons, for a total of eighteen items, but you can also use as few buttons as you like.
As you add menu buttons you will need to enter the display name and choose a function for the button. Your first-level buttons are limited to four Chinese characters or ten Roman characters and your sub-menu buttons are limited to eight Chinese characters or sixteen Roman characters.
Most Official Accounts use the first-level buttons as sub-menus in order to expose more content.
If you select “Open a sub-menu” for a first-level button, the editor will open your first sub-menu button and you can then give that button a display name and function. In this example we’ll make a column of menu’s designed to let customers talk to specific departments at our company.
You may have noticed the drop-down menu option to control more granular behaviors of what happens when a user taps on this menu button.
The default option is not to record how your followers use your menus, but you can change this for each menu button. Your two other options are to 1) silently record any messages sent and 2) to record the menu action and trigger a chat in the console. Consider recording these messages if they can give context to a conversation or otherwise help agents signal user intent. For example, if you are using menu buttons to send a conversation prompt, you may want to record that prompt so the agent sees how the conversation started from the user’s perspective.
Be careful using the “trigger a new conversation” option as it will automatically open a new conversation in the Grata console with an agent — you want to make sure this behavior is clearly communicated to your follower and that you don’t overly burden your agents. You might consider doing this for one or two buttons that signal strong intent to purchase (eg. a “Book Test Drive” button) so a live agent can nurture a warm lead with personal attention.
You can also designate WeChat menus to open a webpage. You’ll want to make sure any webpage you link to is formatted to display well on mobile devices and, for China users, has ICP registration. If your website doesn’t have ICP registration, users may see this warning screen before tapping through to see your site:
Sending a multimedia card can be a good way to expose lots of content in one menu tap as you can share up to eight different links or articles in an attractive format. In the example below we’ve combined three cards for an introduction to our company blog. Cards can either link to any URL or you can add full text to a simple article view when the user taps on the card. Cards can also host multilingual content that displays in your user’s language.
You can change the order of the buttons by clicking on the icon to the left of the button display name and dragging it to a new position. In the Grata editor, your first-level menu buttons from top to bottom will display left to right in WeChat. If you use sub-menus, the buttons will stack in the same sequence they appear in Grata.
You can save any menu changes you make in Grata locally, without applying those changes to your WeChat account. When you’re ready to publish, you’ll need to click the publish button on each version of your menus you made changes to. If you haven’t published any menus on your account previously, you must publish the default menu version before publishing any language-specific versions.
Your changes will normally not take immediate effect in WeChat. WeChat will take up to five minutes to update your menu after publishing them. However, if you unfollow and re-follow your Official Account you will be able to see the menu changes immediately.
WeChat’s personalized menus will match the menu version based on the user’s WeChat language. Unlike the default menus, these languages have an additional restriction that you can only link to a total of three root domains (you many have any number of different links to those three root domains). If you try to publish your menus in Grata and see this error, and you think it’s inaccurate, it may be that a historical versions of your menus has an additional domain. Contact Grata to help clear out any previous menu history.