Connect Wildberries

EasyChat brings Wildberries requests into the shared operator queue. Buyer chats, product questions, reviews and returns remain separate workflows, so each request exposes only the actions allowed by the marketplace.

What You Need

• An active Wildberries seller account.
• A Personal API token with Buyer Chat and Feedbacks and Questions categories.
• Returns access when return claims are required.
• A working main EasyChat cron job.
• HTTPS for the EasyChat installation.

A Personal token is the correct option for EasyChat because the system runs on your own server and processes your store data there. A Base token can be connected, but WB permits it to check buyer chat much less frequently, so new messages can be delayed.

Create A Personal Token

1. Sign in to WB Partners.
2. Select your organization in the top-right corner.
3. Open API Integrations.
4. Click + Create token.
5. Select For manual integration.
6. Choose Personal token.
7. Name it, for example EasyChat on the store server.
8. Enable Buyer Chat and Feedbacks and Questions. Add Returns when operators need that workflow.
9. Select Read and write. A read-only token can display requests but cannot publish replies or decisions.
10. Accept the WB notice, create the token and copy it immediately.

WB displays the value only once. Keep it in a password manager and never put it in screenshots or support messages. Token categories cannot be edited after creation; create a new token if the permission set is incorrect.

Official WB references:

• create, renew or delete a token;
• token type comparison;
• WB API request limits.

Connect The Account

1. Open EasyChat → Integrations.
2. Select the Wildberries tab in the common channel row. You stay on the Integrations screen and see Wildberries accounts only.
3. Paste the API token. EasyChat immediately shows its type, expiry and communication categories locally on your server.
4. Click Check and connect.
5. Keep only the required request workflows enabled.

EasyChat validates the token before storing it encrypted on the store server. When a permission is missing, the corresponding switch stays unavailable with a clear Key permission missing status.

The local token hint does not replace WB validation. EasyChat always confirms authenticity, current expiry and effective permissions through the official WB API before saving the account.

Use the same form at the top to connect another Wildberries account. Connection and workflow changes are saved immediately, so the common Save integrations button is not needed on this tab. The channel summary, secure connection form and account list follow one clear top-to-bottom sequence, so the current status and next action stay visible without opening another screen.

What Operators See

• Buyer chats support text replies and eligible files.
• Product questions can be marked as viewed, answered or rejected.
• Reviews can be processed and, where allowed, answered or edited.
• Returns expose only the actions currently offered for that claim.

The SKU, title and available product details stay next to the request. Both the web panel and Android app show the marketplace and workflow type. Buyer Chat sometimes provides only the SKU. EasyChat then reuses a title already observed in a question or review for the same product and the same connected seller account. Until a title is known, the UI shows a neutral Wildberries product label and the SKU; it never identifies the request as a listing from another marketplace. Data from separate seller accounts is not mixed. If a question or review was already answered in WB Partners, EasyChat also shows the seller reply. A reply edited in WB is updated in the same conversation without creating a duplicate.

Attachments

Wildberries accepts JPEG, PNG and PDF. EasyChat checks the real MIME type, individual size and total limit before sending. File moderation may finish asynchronously; EasyChat retries the check without duplicating the message.

Synchronization

Wildberries Buyer Chat uses polling rather than a regular webhook. EasyChat collects events through its main cron queue. The first history import is quiet: old messages do not trigger AI replies or unnecessary operator push alerts. Chats, questions, reviews and replies are processed before background retries for attachments that are still unavailable, so slow file moderation does not delay the text conversation. EasyChat reconciles new and processed questions and reviews separately, so it does not miss a seller reply added after the original request. Updating from an older version triggers one equivalent quiet history reconciliation. The conversation uses the original WB event date, not the time at which EasyChat downloaded it, so historical requests do not appear as new or jump to the top of the queue.

A reply sent from EasyChat remains a single conversation message. When Wildberries returns its delivery confirmation through Buyer Chat history, EasyChat links it to the original operator or AI bubble instead of showing a second “Wildberries operator” copy. After an update, quiet reconciliation also removes confirmed legacy duplicates without comparing message text.

When an operator answers a question or review from EasyChat, the WB-confirmed reply appears in the conversation immediately. If local storage was temporarily unavailable, the next reconciliation restores it without sending the reply to the buyer again.

Polling cadence is selected automatically from the token type and the shared seller-account limit:

• with a Personal token, buyer chat is normally checked by each minute cron run, while questions, reviews and returns use a safe regular cadence;
• with a Base token, EasyChat follows WB’s reduced limits: buyer chat is checked about once an hour, while questions and reviews share one limit and therefore update less often;
• a WB 429 response and its requested wait time always take priority, so retries cannot turn into a request storm.

The four sections of one account are not four stores. They are independent work streams—buyer chat, questions, reviews and returns—for the same seller account. Three connected accounts may therefore have up to twelve stream records, while each account still receives one coordinated request budget.

The buyer must initiate a personal Wildberries chat. A seller cannot open an arbitrary new buyer chat through the API.

Run A Two-Way Check

1. Send a buyer message from the Wildberries app.
2. Wait for a conversation marked Wildberries in EasyChat.
3. Verify the product card and request type.
4. Reply from the web panel.
5. Repeat the reply from the Android app.
6. Send an eligible image or PDF in both directions.

For questions, reviews or returns, also verify one specialized action. EasyChat asks for confirmation before irreversible actions and protects repeated taps with the same request identifier.

Common Situations

• The token is rejected. Check its expiry, categories and read/write role.
• A workflow is disabled. The token does not include that Wildberries category.
• Messages are delayed. Check the main cron job and the last sync time on the account card. If the card says Base token, replace it with a Personal token using the instructions above.
• EasyChat detected a Base token. The integration is not broken. It is running in a safe low-frequency mode to avoid WB request blocks.
• The token is read-only. Create a new token with Read and write access.
• A file has not appeared yet. Wildberries may still be moderating it; EasyChat retries automatically.
• An action reports an unknown outcome. Do not submit the decision again. EasyChat first reconciles the request with Wildberries and only then safely enables another action.
• Old history appeared after connection. This is the quiet initial import and must not produce automated replies.
• Older WB replies appeared after an update. EasyChat restored a previously unavailable part of the conversation. These messages stay read and do not trigger automated replies.

Quick Checklist

• A Personal token has only the required categories.
• The account status is Connected.
• The main cron job runs regularly.
• An incoming request appears with the correct workflow.
• A reply and eligible file reach the buyer.
• Android shows the same conversation and product context.