我们将于 2024 年 7 月 31 日逐步淘汰 Google Business Messages。点击
此处了解详情。
代理的生命周期:创建到启动
使用集合让一切井井有条
根据您的偏好保存内容并对其进行分类。
如需在 Business Messages 上支持用户与品牌之间的对话,您需要创建一个代理:一个会与用户互动的对话实体。代理代表品牌,包含为支持用户互动而需的所有代码、基础架构、素材资源和对话式设计。
请查看以下列表,了解创建和启动代理的相关要求和最佳实践。这些列表按顺序排列,旨在帮助您轻松优化和启动代理。
设置
创建 Business Messages 代理。
- 注册为合作伙伴。必需。获得对 Business Communications 开发者控制台和 API 的访问权限。
- 创建代理。必需。为您的品牌创建实体,并创建自定义代理。
- 通过 Business Messages 小助手机器人探索功能。
推荐。了解 Business Messages 功能,并在与客服人员的对话中试用这些功能。
- 向代理添加营业地点。可选。如果您的品牌有实体营业地点,请将这些营业地点与您的客服人员相关联,以便启用基于位置的对话。
优化客服人员的可用性和易用性。
- 指定消息功能可用性。必需。指定已发布的代理能够响应用户的日期和时间。
- 支持本地化并设置受支持的语言区域。必需。了解 Business Messages 如何报告用户语言区域,以及如何设置代理的默认语言区域。
- 设置非本地信息。推荐。指定代理的关联网域、电话号码和可用区域。增加代理的对话入口点和覆盖的用户数。
设计
定义您的代理支持的对话类型和用户任务。
设计对话流程。必需。查看 Business Messages 的对话设计指南,并设计您希望支持的对话和用户任务。
- 收集前提条件信息。
必需。确定您要支持的关键用户历程、用户的最终目标,以及衡量成效的指标。
- 设计聊天机器人的个性。
必需。确定最能代表您品牌的语气。
- 创建欢迎消息。
必需。向用户问好,并说明该代理可以执行哪些操作以及无法执行哪些操作。使用对话开场白突出显示支持的任务。
- 绘制对话路径。
必需。定义通过与聊天机器人进行来回对话,将用户引导至最终目标的一系列步骤。
- 使用丰富的功能来引导流程或使其更具动态性。
可选。如需推进对话,请使用建议的回复和操作。如需将建议和文字与图形组合使用,请使用富媒体卡片和轮播界面来提升视觉吸引力。
- 为每个聊天机器人回答撰写语言。
必需。使用模仿自然人际对话节奏的对话语言。
- 创建回退策略。必需。为避免对话陷入僵局,请为意外查询创建默认回复。
- 创建接管策略。可选。识别何时需要在线客服支持,并将用户转接给人工客服代表。对于从 Google 自有入口点发起的对话,必须启用实时客服人员备用。通过品牌管理的入口点发起的对话无需实时客服人员。
设计再互动流程。
可选。在用户发送最后一条消息后的 30 天内,添加对话路径以重新吸引用户。
开发
支持对话功能并与其他产品集成。
实现对话处理。必需。您可以使用客户端库、代码示例或 REST API。
- 接收消息。必需。确认并处理用户发来的消息。
- 发送消息。必需。向用户发送文字、建议和富媒体内容。
- 跟踪消息接收情况。可选。了解用户是否接收和阅读了您的邮件。
- 发送和接收事件。
必需。发送、接收和支持非消息对话内容。
- 发送调查问卷并接收结果。必需。自定义用户看到的调查问卷,以满足您的业务需求。
与其他产品集成。推荐。为您的聊天机器人添加自定义功能,满足您的业务需求。
- 通过网站或网址发起对话。推荐。在您管理的途径上启用对话入口点。
- 使用 Dialogflow 添加自动化功能。可选。轻松为客服人员的对话添加自动化操作。
- 使用 OAuth 进行身份验证。
可选。验证用户身份,以提供安全的个性化对话。
部署
在可用的入口点上向用户提供您的客服人员。
- 验证您的代理和营业地点。
必需。确认并最终确定代理信息。如果您有营业地点,请确认指定的营业地点属于您的代理所代表的品牌。
- 启动代理。必需。在不依赖于位置信息的入口点上提供您的客服人员。
- 发布您的营业地点。如果您有营业地点,则必须提供此属性。在基于营业地点的入口点上提供您的代理。
测量
衡量和提升客服人员的表现。
- 跟踪指标以衡量客服人员的表现。
必需。跟踪和提升客服人员的对话表现。
- 根据客服指标迭代对话设计。
推荐。
如未另行说明,那么本页面中的内容已根据知识共享署名 4.0 许可获得了许可,并且代码示例已根据 Apache 2.0 许可获得了许可。有关详情,请参阅 Google 开发者网站政策。Java 是 Oracle 和/或其关联公司的注册商标。
最后更新时间 (UTC):2025-07-25。
[null,null,["最后更新时间 (UTC):2025-07-25。"],[[["\u003cp\u003eBusiness Messages agents represent your brand in conversations with users, encompassing code, infrastructure, and conversational design.\u003c/p\u003e\n"],["\u003cp\u003eBefore launching, you need to register as a partner, create and configure your agent, design conversation flows, and develop conversation handling capabilities.\u003c/p\u003e\n"],["\u003cp\u003eAgents can be deployed on various entry points, and their performance can be tracked and iteratively improved using provided metrics.\u003c/p\u003e\n"],["\u003cp\u003eGoogle provides comprehensive guidelines and resources to help you effectively build, launch, and manage your Business Messages agent for optimized user interactions.\u003c/p\u003e\n"]]],[],null,["# Life of an agent: Creation to launch\n\nTo enable conversations between users and brands on Business Messages, you\ncreate an agent: a conversational entity that users interact with. An agent\nrepresents a brand and includes all code, infrastructure, assets, and\nconversational design required to power user interactions.\n\nReview the following lists for requirements and best practices in creating and\nlaunching agents. These lists are organized sequentially and designed so you can\noptimize and launch your agent easily.\n\nSet up\n------\n\nCreate a Business Messages agent.\n\n1. **[Register as a\n partner](/business-communications/business-messages/guides/how-to/register).\n Required.** Get access to the Business Communications Developer Console and APIs.\n2. **[Create an\n agent](/business-communications/business-messages/guides/how-to/agents).\n Required.** Create an entity for your brand, and create a customized agent.\n3. **[Explore features with the Business Messages Helper Bot](/business-communications/business-messages/guides/how-to/agents/helper-bot).\n Recommended.** Learn about the Business Messages features and try them out in a conversation with your agent.\n4. **[Add locations to your\n agent](/business-communications/business-messages/guides/how-to/locations).\n Optional.** If your brand has physical locations, associate them with your agent to enable location-based conversations.\n\nConfigure\n---------\n\nOptimize your agent's availability and usability.\n\n1. **[Specify messaging\n availability](/business-communications/business-messages/guides/how-to/agents/availability).\n Required.** Specify the days and times that live agents are available to respond to users.\n2. **[Support localization and set supported\n locales](/business-communications/business-messages/guides/how-to/agents/localization).\n Required.** Learn how Business Messages reports user locales, and set your agent's default locale.\n3. **[Set non-local\n information](/business-communications/business-messages/guides/how-to/agents/non-local).\n Recommended.** Specify the agent's associated domains, phone numbers, and available regions. Increases your agent's conversation entry points and user reach.\n\nDesign\n------\n\nDefine the kinds of conversations and user tasks your agent supports.\n\n1. **Design the conversation flow. Required.** Review Business Messages's [conversation\n design guidelines](/business-communications/business-messages/guides/how-to/design)\n and design the conversations and user tasks you want to support.\n\n 1. **[Gather prerequisite information](/business-communications/business-messages/guides/how-to/design/prerequisites).\n Required.** Define the critical user journey you want to support, the user's end goal, and your metrics for success.\n 2. **[Design the chatbot's personality](/business-communications/business-messages/guides/how-to/design/language#stay_true_to_your_brand).\n Required.** Identify the optimal tone of voice to represent your brand.\n 3. **[Create a welcome message](/business-communications/business-messages/guides/how-to/design/welcome-message).\n Required.** Greet the user and explain what the agent can and can't do. Use conversation starters to highlight the supported tasks.\n 4. **[Map out the conversation path](/business-communications/business-messages/guides/how-to/design/happy-path).\n Required.** Define the sequence of steps that gets the user to their end goal, via back-and-forth dialog with the bot.\n 5. **[Use rich features to guide the flow or make it more dynamic](/business-communications/business-messages/guides/how-to/design/happy-path#define_the_options_with_rich_features).\n Optional.** To advance the conversation, use suggested replies and actions. To combine suggestions and text with graphics, use rich cards and carousels for visual appeal.\n 6. **[Craft the language for each bot response](/business-communications/business-messages/guides/how-to/design/language).\n Required.** Use conversational language that mimics the rhythms of natural human dialog.\n 7. **[Create a fallback strategy](/business-communications/business-messages/guides/how-to/design/fallback#prepare_fallback_responses).\n Required.** To avoid deadends in the conversation, create default responses for unexpected queries.\n 8. **[Create a handoff strategy](/business-communications/business-messages/guides/how-to/design/fallback#hand_off_at_the_right_time).\n Optional.** Recognize when live agent support is needed, and transfer the user to a human representative. Live agent backup is required for conversations that start from Google-owned entry points. Conversations started from brand-managed entry points don't require live agents.\n2. **[Design a flow for re-engagement](/business-communications/business-messages/guides/how-to/design/reengage).\n Optional.** Add a path to the conversation for re-engaging users within 30\n days of the user's last message.\n\nDevelop\n-------\n\nSupport conversational functionality and integrate with other products.\n\n1. **Implement conversation handling. Required.** You can use the [client\n libraries](/business-communications/business-messages/resources/samples), [code\n samples](/business-communications/business-messages/resources/samples), or [REST\n APIs](/business-communications/business-messages/reference).\n\n 1. **[Receive\n messages](/business-communications/business-messages/guides/how-to/message/receive).\n Required.** Acknowledge and process messages from users.\n 2. **[Send\n messages](/business-communications/business-messages/guides/how-to/message/send).\n Required.** Send text, suggestions, and rich content to users.\n 3. **[Track message\n receipts](/business-communications/business-messages/guides/how-to/message/receipts).\n Optional.** Know the users receive and read your messages.\n 4. **[Send and receive\n events](/business-communications/business-messages/guides/how-to/message/events).\n Required.** Send, receive, and support non-message conversational content.\n 5. **[Send surveys and receive\n results](/business-communications/business-messages/guides/how-to/message/surveys).\n Required.** Customize the surveys users see to suit your business needs.\n2. **Integrate with other products. Recommended.** Add custom functionality to\n your agent and satisfy your business needs.\n\n 1. **Start conversations from a\n [website](/business-communications/business-messages/guides/how-to/integrate/web-widget)\n or [URL](/business-communications/business-messages/guides/how-to/integrate/url).\n Recommended.** Enable conversation entry points on surfaces that you manage.\n 2. **[Add automation with\n Dialogflow](/business-communications/business-messages/guides/how-to/integrate/dialogflow).\n Optional.** Easily add automation to your agent's conversations.\n 3. **[Authenticate with\n OAuth](/business-communications/business-messages/guides/how-to/integrate/oauth).\n Optional.** Verify user identities to provide secure, personalized conversations.\n\nDeploy\n------\n\nMake your agent available to users on available [entry\npoints](/business-communications/business-messages/guides/concepts/entry-point).\n\n1. **[Verify your agent and\n locations](/business-communications/business-messages/guides/how-to/verify).\n Required.** Confirm and finalize agent information. If you have locations, confirm that the specified locations belong to the brand your agent represents.\n2. **[Launch your\n agent](/business-communications/business-messages/guides/how-to/launch/agents).\n Required.** Make your agent available on entry points that don't rely on location.\n3. **[Launch your\n locations](/business-communications/business-messages/guides/how-to/launch/locations).\n Required if you have locations.** Make your agent available on location-based entry points.\n\nMeasure\n-------\n\nMeasure and improve your agent's performance.\n\n1. **[Track metrics to measure agent\n performance](/business-communications/business-messages/guides/how-to/qa/metrics).\n Required.** Track and improve your agent's conversational performance.\n2. **[Iterate your conversation design based on agent metrics](/business-communications/business-messages/guides/how-to/design/optimize).\n Recommended.**"]]