WeCom Message Archiving

 

For organizations that would like better oversight over the conversations their employees are having with customers, for example, for regulatory compliance or service quality review, WeCom (formerly WeChat Work) provides an option for Message Archiving.

 

How Message Archiving Works

Message Archiving allows an organization to export and save the conversation history from one-to-one and group chats between designated WeCom employees and their colleagues, WeCom external contacts (eg. partners, suppliers, vendors, etc.), and WeChat customers.

After activating the service, all parties are notified that the chat history will be retained by the company. WeCom allows your organization to upload a PDF with any supplementary terms, which is shared as a link to external contacts in this notification. You can configure the Message Archiving settings to block chats if either party opts out of chat history retention.

Message Archiving is a paid value-added service from WeCom and also requires your organization to use a third-party solution for the export, archiving, and frontend display, or to build a solution yourself.

If you use Grata to archive your messaging history, we will pull your chat history every twenty-four hours and save it to an encrypted folder on your Grata backend. Only your Grata admin users have access to view the archived chat history.

 

Activate Message Archiving

Get started by logging into the WeCom backend, clicking on Management Tool (管理工具) in the header menu, and then select Message Archiving (企业会话内容存档).

 

Purchase version

In the Purchase version section (购买版本) you may have an option to start with a free thirty-day trial. There are two paid version of Message Archiving to choose from: a Service version (服务版) that WeCom charges 300RMB per employee per year, and a more expensive Enterprise version (企业版) that also archives WeCom voice calls. Grata currently does not support call archiving, so we recommend you select the less expensive Service version.

On the same page you will need to download, fill out, chop, and submit the confirmation letter. You can then start your free trial or pay for the services.

Enable WeChat VoicePrint

Some of the WeCom Message Archiving settings will require you to setup the Voiceprint security feature in WeChat. If you have not already done so, open your WeChat app and tap on the Me (我) tab in the footer menu. Then select Settings (设置) and Account Security (账号与安全). You should see an option for Voiceprint (声音锁) below Password.

Trusted IP address

In the space for Trusted IP address (可信IP地址), enter the IP address of your Grata backend. Unless you are using a custom Grata backend, Grata China clients should enter 101.200.91.7 and Grata clients outside of China should enter 47.52.115.150. If you are unsure, check with Grata or add both addresses.

 

Public Key and Secret

The next two sections on the page deal with message encryption. Grata will provide you with a Public key (消息加密公钥) to set on the WeCom backend. You will need to get the Secret value and share that with Grata.

 

WeCom Company ID

If you have already installed the Grata WeCom Mini-Program, you can skip this step. Otherwise, you need to also share with Grata the WeCom Company ID (企业ID). You can find that by clicking on My Company (我的企业) in the WeCom header menu and then scrolling to the bottom of that page.

 

Customer profile data

If you would like to archive the username of your customers, you will also need to setup API access to your WeCom Customers feature and share the Secret with Grata. This option is not required. If you choose not to grant access, external WeChat contacts will be anonymous in your Grata message archiving.

To enable API access, open the Customer page (客户与上下游) on the WeCom backend and click on the small blue API button after the page description.

Click “View” next to the Secret value. The Secret value will be sent to your WeCom user via the WeCom Team contact. Click to view the Secret value and copy it so you can set the value in Grata.