What Does the Error Look Like on AXP?
The symptom of this error on the conversation page:
According to WeChat docs, this error is recorded as 61016:
What Does This Error Mean?
It means there is a permission synchronisation issue between your WeChat service account (or "WeChat business account") and our platform. The specific permission needed by our platform to send your message to your WeChat account hasn't been fully confirmed or enabled.
Why Does This Happen?
This error typically occurs when:
WeChat updates their permission structure
Your Authorisation token becomes out of sync with the current permission requirements
How to Fix This Error?
Option 1: For WeChat Administrators (Internal check)
Go to WeChat business account platform. You will need the admin whose account linked with your business account to scan the QR code to help authorise the login.
Navigate to Third-Party Platform > Development Configuration
Check your Permission Sets. Verify the permission to be used by Zendesk is listed and confirm the status shows 'Enabled' or 'Confirmed'
Save any changes.
Option 2: Re-authorise the integrations (needs AXP team's assistance)
Log in to your WeChat business account platform. You will need the admin whose account linked with your business account to scan the QR code to help authorise the login.
Alliants team will provide the authorisation QR code by following this documentation. This was provided when the integration was first connected.
Your property's WeChat admin scans the QR code provided in step 2 to re-authorise.
This will update all permission settings.
Double check the Third - Party Platform to confirm all permission needed are enabled.