Presales Agents in WeCom and Feishu: Permissions, Talk Tracks, and Handoff
A WeCom / Feishu presales Agent runs in identity-bearing threads: welcome bots, external-contact 1:1, customer-group @mentions, and internal sales sidebars. It “will not talk nonsense” because identity selects visible knowledge, talk-track versions set wording, and handoff rules decide when to stop—not because the model is more chatty. Website 24/7 capture cadence: /blog/presales-consultation-agent-design. Douyin enterprise-account entry: /blog/douyin-enterprise-customer-service-vs-custom-agent. This post covers IM permissions, talk tracks, and handoff only. GeonAI delivers per channel; /agents are capability references only (not a public trial of 363+ presets). Email [email protected].
One-sentence definition
A private-domain presales Agent = IM identity → knowledge slice → versioned talk track → 1:1 vs group handoff. A welcome bot is not a hired seat. Dumping a Feishu wiki into WeCom external contacts is talking nonsense.
Not the same channel as web or Douyin
| Channel | Default identity | Typical nonsense | Covered where |
|---|---|---|---|
| Site widget | Anonymous or logged-in visitor | Hard capture, invented prices | 24/7 presales post |
| Douyin enterprise account | Platform session | FAQ drifting from OMS | Douyin comparison post |
| WeCom / Feishu | Employee, external contact, group member | Internal price or directory leaking to customers | ACL + talk tracks + handoff |
Permissions: ask who is on the other side
| Identity | Visible knowledge | Default allowed | Default forbidden |
|---|---|---|---|
| Welcome, not yet a contact | Public product FAQ | FAQ + collateral links | Internal price, employee directory |
| WeCom external contact (tagged) | Talk tracks allowed for that tag + list prices | Controlled CRM fields | Repricing, seeing other customers |
| Internal sales on Feishu/WeCom | Talk tracks + account notes (ACL) | Draft follow-ups | Sending outbound without confirm |
| Customer group @bot | Group-allowlisted FAQ | Short answer + handoff | Unpublished discounts in the group |
Retrieval must run after identity filters. RAG ACL: /blog/enterprise-rag-knowledge-base-agent. Writes go through an allowlist: /blog/agent-function-call-mcp-integration.
Talk tracks: versions beat a prompt
- Each track has a doc ID, effective date, and channel (1:1 / group / welcome)
- Price changes, lead times, and competitor attacks go to do-not-say or “process only, no decision”
- Release/rollback ships with the build: /blog/custom-agent-knowledge-release-rollback
- Prompts set tone; stale facts still talk nonsense: /blog/custom-agent-more-than-a-prompt
Handoff: 1:1 and groups are not the same rail
| Scene | How to hand off | Must include |
|---|---|---|
| 1:1: pricing, contract, complaint | Named customer Owner or on-call seat | Intent, talk-track version cited, filled slots |
| Group @: miss or red line | Short close + @on-call; no private details in the group | Group ID, trigger line, suggest 1:1 |
| Internal sales asking account notes | Route to that customer Owner; do not broadcast | Customer tag, do-not-forward flag |
Do / do not / human-confirm tables still belong in the contract: /blog/custom-agent-scope-boundary-in-contract.
Decision rules
- Welcome FAQ first: identity stops at “not a contact”; knowledge is public pages only
- Customize before external contacts: tag-sliced knowledge, CRM writes, same red lines as the website
- Do not open a customer-group bot yet: no group allowlist, handoff copy, or “no internal prices in group”
- A Feishu internal assistant is not a WeCom customer channel: one wiki out both doors is nonsense
Anti-patterns (stop the project)
- Pasting the website-widget prompt into WeCom
- Syncing the whole Feishu wiki to external contacts
- Group bots quoting unpublished discounts or other customers by name
- Treating 363+ presets as WeCom seats
How to brief GeonAI
List welcome vs 1:1 vs group, how external contacts are tagged, who owns the talk-track library, and which CRM fields may be written. Email [email protected], /pricing, or Live chat. First-call pack: /blog/how-to-brief-ai-agent-vendor. We accept by identity and channel—we do not package presets as group seats.
Frequently asked questions
Is a WeCom welcome bot a custom presales Agent?
Welcome FAQ is only an entry. Tag-sliced knowledge, CRM writes, and website-parity red lines need identity, talk-track versions, and handoff—not a greeting script.
Can one Agent serve the Feishu internal assistant and customer groups?
Intents can be shared. Visible knowledge and send rights must split. Internal account notes must not appear in customer groups.
How is this different from the 24/7 website presales post?
That post covers capture cadence and not annoying visitors on the site. This one covers identity-bearing WeCom/Feishu: who sees which knowledge, and how groups vs 1:1 hand off.
Do talk tracks or the prompt stop nonsense?
Wording is governed by talk-track versions and identity ACL. Prompts set tone. A newer model will not fix stale facts or leaked internal docs.
How should a group @bot hand off?
Close in a short line and @the on-call person. Move private details to 1:1. Do not paste phone numbers, unpublished prices, or other customer names in the group.
Can the 363+ presets staff WeCom seats?
No. Presets do not include your WeCom tags, Feishu ACL, talk-track versions, or group allowlists.