Agentforce
for WeCom
for WeCom
What Is WeCom?
WeCom is a business communication and collaboration platform that consists primarily
of two parts. The first part functions similarly to Salesforce AppExchange: it is a
marketplace where Tencent—the owner of both WeChat and WeCom—along with 3rd-party ISVs
like Charket.ai, publishes apps and solutions to help organizations manage various
aspects of their business operations. The second part enables organizations to create
WeCom users for their employees. Each WeCom user functions much like a personal
WeChat, but with key enterprise-grade differences. Unlike personal WeChat, which does
not provide public APIs, WeCom offers a rich set of APIs that allow organizations and
developers to access data and build integrated applications.
WeCom
A WeCom user can connect and communicate with WeChat users in the same way a personal
WeChat can. This capability makes WeCom an ideal platform for social selling and
customer support, allowing businesses to engage directly with WeChat customers in a
professional, scalable, and compliant manner.
Agentforce for WeCom
Transform Social Selling and Customer Success with AI and Salesforce
Charket WeCom is designed for Salesforce customers who operate in China's highly
competitive, mobile-first business environment. Built as a Salesforce-native AppExchange
app, Charket WeCom connects WeCom—the most widely adopted enterprise social selling tool
in China—directly to Salesforce CRM. By leveraging Agentforce-powered AI and advanced
LLMs, Charket WeCom enables sales and customer success teams to engage customers more
intelligently, efficiently, and personally. All data is stored securely in Salesforce,
ensuring a single source of truth, strong governance, and full compliance with global data
protection regulations.
Social Selling:
Turning Conversations into Revenue
Seamless Lead Transfer from Marketing to Sales
After leads are qualified by marketing teams or marketing automation journeys,
Charket WeCom allows WeChat leads to be seamlessly assigned to salespeople's WeCom
users through automated assignment rules or manual routing. This ensures a smooth
transition from marketing engagement to one-on-one sales conversations, eliminating
delays and improving conversion rates.
Full Customer Context Within the WeCom Chat Window
While chatting with WeChat prospects, salespeople can access comprehensive customer
profile information directly within the WeCom chat window. This includes lead source
details, qualification status, engagement history, and marketing interactions stored
in Salesforce. By eliminating context switching, Charket WeCom helps sales teams
stay focused and informed during every interaction.
AI-Enhanced Conversations and Deal Intelligence
Charket WeCom empowers sales teams to engage prospects through chat messages,
audio/video calls, and resource sharing. Using Agentforce and supported LLMs, chat
history—including audio and video interactions—is automatically summarized and
analyzed for sentiment, purchase intent, and next actions. Salespeople gain
actionable insights that help them better understand customer needs and propose the
right solutions at the right time.
Real-Time Content Analytics and Sales Intelligence
By working with Charket.ai's content analytics and sales intelligence capabilities,
Charket WeCom notifies salespeople when prospects are browsing company content.
These real-time alerts enable precise and timely follow-ups, allowing sales teams to
engage prospects at moments of highest intent—even while on the move.
AI-Powered Personal Sales Assistant
Instead of navigating complex CRM interfaces, salespeople can rely on a personal AI
assistant powered by Agentforce and embedded directly in the WeCom app. Using
natural language, salespeople can query data, update records, create tasks, schedule
reminders, and manage deals. This 24×7 AI assistant supports salespeople throughout
the entire deal cycle, from first contact to closed-won.
Customer Success and Customer Retention:
Building Long-Term Relationships
One-on-One and Group Chat Support
Charket WeCom supports both one-on-one chats and group chats as best practices for
customer success. Group chats enable multiple internal resources to collaboratively
support various stakeholders from a single customer, improving transparency and
efficiency while maintaining a high level of personalized service.
Complete Customer Visibility for Success Teams
Customer success teams have access to the full customer profile and complete
engagement history—spanning marketing, sales, and onboarding stages—directly within
the WeCom chat window. This unified view ensures continuity and consistency in
customer interactions.
Integrated Support, Case Management, and AI Insights
Customer success teams can support customers through live chat, audio/video calls,
and resource sharing. Cases can be created directly from chat conversations, and
case updates are delivered back to customers through WeChat. Agentforce
automatically analyzes engagement history to detect sentiment, identify support
tasks, and surface trending issues, with insights stored in Salesforce for reporting
and optimization.
Proactive Support Through Content Analytics
Using Charket.ai's content analytics, customer success teams receive notifications
when customers browse support materials. This enables proactive outreach to guide
customers, resolve issues faster, and improve satisfaction before problems escalate.
24×7 AI Assistant for Customer Success Teams
Charket WeCom equips customer success teams with a 24×7 AI assistant powered by
Agentforce. The assistant helps surface relevant knowledge, automate support
activities, and track follow-ups. By working alongside human teams, the AI assistant
ensures customers receive consistent, high-quality support that drives long-term
retention.
Charket WeCom as a Salesforce
Mobile Solution
Mobile Solution
Salesforce does not offer its mobile app in Mainland China, creating challenges for
mobile-first teams. Charket WeCom solves this by transforming the WeCom mobile app into a
powerful Salesforce mobile experience tailored for the Chinese market.
CRM Access Directly Within WeCom Chats
While chatting with customers in WeCom, Salesforce users can view and interact with
full CRM data directly within the chat window. This includes customer profiles,
opportunities, cases, and activity history.
Actions Without Leaving WeCom
Users can share resources, create tasks and cases, and generate chat summaries
without leaving WeCom. This dramatically improves efficiency and reduces friction in
daily workflows.
Real-Time Salesforce Notifications
Salesforce notifications are delivered directly to WeCom, allowing users to stay
informed and take immediate action from their mobile devices.
Customized Command Center in WeCom Workspace
Charket WeCom provides a customizable command center accessible from the WeCom
Workspace. Users can view daily tasks, sales pipelines, frequently accessed records,
and KPI dashboards in one centralized location.
AI-Driven Mobile Productivity
A personal AI assistant powered by Agentforce allows sales and customer success
teams to query, update, and create Salesforce records using text or voice commands.
Users can schedule reminders, generate quotes, and manage activities naturally, all
within WeCom and within their authorized access levels. By combining mobile access,
Salesforce CRM, customer engagement, and AI into a single unified solution, Charket
WeCom transforms how organizations connect with and serve their customers in a
highly competitive market. In addition to empowering mobile users, many desktop
users also find it significantly more efficient to access and operate Salesforce
directly from the WeCom desktop app.
Additional Features of
Charket WeCom
Charket WeCom
Secure WeCom Data Transfer
When a salesperson or customer success manager leaves the organization, their WeCom
contacts and engagement history can be seamlessly reassigned to the new owner. This
protects valuable customer relationships, prevents potential data loss, and ensures
customers experience a smooth and uninterrupted transition.
Two-Way Customer Tagging and Segmentation
Charket WeCom supports two-way tagging between Salesforce and WeCom contacts,
enhancing customer segmentation with real-time engagement data. This enables teams
to deliver more personalized communication, targeted follow-ups, and context-aware
customer support.
Extended Social Selling Reach with WeCom eCards
WeCom business cards (eCards) can be created for salespeople and distributed not
only within the WeChat ecosystem but also across other digital channels. This
expands the reach of social selling initiatives and makes it easier for prospects
and customers to connect with the right representatives.
Charket WeChat + Charket WeCom:
One End-to-End Customer Journey
One End-to-End Customer Journey
Charket WeCom works seamlessly with Charket WeChat to cover the entire customer
lifecycle—from marketing engagement and lead generation to social selling, customer
success, and long-term retention. Together, they provide a unified,
Salesforce-native solution that eliminates data silos and ensures consistent,
personalized experiences across channels.
All WeCom data—including contacts, chat messages, and audio/video calls—is retained
securely in Salesforce. As a Salesforce-native app, Charket WeCom inherits
Salesforce's authentication, access control, and compliance framework, enabling
adherence to regulations such as GDPR, PIPL, and CCPA.
Charket WeCom combines Salesforce CRM, WeCom, mobile productivity, efficient customer
engagement, and AI into a single, powerful solution. It redefines how organizations
sell, support, and retain customers in China's competitive market—while remaining
secure, compliant, and scalable.
Schedule a live demo
with our experts to discover how Charket WeCom can transform your social selling and
customer success strategy.
Our Products
Charket is a leading social CRM solution provider. We offer a suite of Salesforce AppExchange native apps.
