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
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。
代理是品牌的对话代表。例如,增长
Tree Bank 可能是金融服务公司 Growing Tree 的代理。
用户在与 Growing Tree Bank 对话时看到并与之互动
与 Growing Tree 合作。
通常,只有一个代理代表整个品牌,但有时拥有多个代理会很有用。例如,假设 Growing Tree 启动了一项信用卡服务,并希望将信用卡方面的咨询与银行方面的咨询分开处理。然后,他们可以创建一个 Growing Tree Credit Cards 代理来
向客户介绍信用卡。
入口点
用户通过入口点(例如您的
在 Google 地图中的商家信息页。您可以自定义代理的行为,
并监控哪些入口点最能体现
您的代理。
位置
客服人员可以与一个或多个营业地点相关联。例如,如果 Growing Tree 在纽约和芝加哥都有银行分行,则可以将 Growing Tree Bank 代理与这两个地点相关联。代理可以采用不同的响应方式
具体取决于用户对话涉及的地点。
代表
代表是负责编写特定案例的个人或自动化操作
代表客服人员的消息。Business Messages 支持聊天机器人和人工客服代表。
人工客服代表是实时客服人员,而聊天机器人客服代表是任何类型的自动化客服人员。与 BOT 代表之间的消息会带有一个小图标,
可帮助设置用户的预期客户可能会参与的互动类型
位置
代表可以是客服人员的主要互动类型,也可以是次要互动类型。主要互动类型是
用户体验。例如,如果主要互动类型为聊天机器人,用户会自动与聊天机器人代表开始对话。如果用户想与人工客服代表交谈,可以请求与人工客服代表交谈,从而触发从聊天机器人转接到人工客服。
不同的代表可以有不同的营业时间。例如,BOT
人工代表可能全天在场,而人工代表可能
服务时间:周一至周五上午 9 点至下午 5 点。
- 入口点。用户通过该按钮或其他机制与客服人员发起对话。
- 位置。品牌或商家的实际位置。
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\u003eAn agent is a conversational interface representing a brand, allowing users to interact with businesses like Growing Tree Bank for banking inquiries.\u003c/p\u003e\n"],["\u003cp\u003eBusinesses can utilize multiple agents to handle different services, such as a separate agent for credit card inquiries in addition to general banking.\u003c/p\u003e\n"],["\u003cp\u003eUsers initiate conversations with agents through entry points like Google Maps, which can be customized and monitored for effectiveness.\u003c/p\u003e\n"],["\u003cp\u003eAgents can be associated with physical locations, enabling tailored responses based on the user's location, like Growing Tree Bank serving both New York and Chicago.\u003c/p\u003e\n"],["\u003cp\u003eAgents utilize representatives, which can be automated bots or human agents, to handle conversations, with options for primary and secondary interaction types and varying operating hours.\u003c/p\u003e\n"]]],[],null,["# Agent\n\nAn agent is a conversational representation of a brand. For example, Growing\nTree Bank might be an agent for the financial services company Growing Tree.\nUsers see and interact with Growing Tree Bank when they have conversations about\nbanking with Growing Tree.\n\nOften, only one agent represents a whole brand, but sometimes it's useful to\nhave more than one agent. For example, imagine Growing Tree starts a credit card\nservice and wishes to handle inquiries about credit cards separately from\nbanking inquiries. They can then create a Growing Tree Credit Cards agent to\ntalk to customers about credit cards.\n\nEntry points\n------------\n\nUsers start a conversation with your brand through an entry point like your\nbusiness's page in Google Maps. You can customize your agent's behavior based\non the entry point and monitor which entry points drive the most visibility for\nyour agent.\n\nLocations\n---------\n\nAn agent can be associated with one or more locations. For example, if Growing\nTree has bank branches in both New York and Chicago, they can associate the\nGrowing Tree Bank agent with both locations. The agent can respond differently\ndepending on which location the user's conversation is about.\n\nRepresentative\n--------------\n\nA representative is the individual or automation that composes a particular\nmessage on behalf of the agent. Business Messages supports BOT and HUMAN\nrepresentatives.\n\nA HUMAN representative is a live agent, while a BOT representative is any sort\nof automation. Messages with BOT representatives appear with a small icon that\nhelps set users' expectations for the types of interactions they might engage\nin.\n\nRepresentatives may either be the primary interaction type or the secondary\ninteraction type for an agent. The primary interaction type is the first\nexperience the user gets when they initiate a conversation with the agent. For\nexample, if the primary interaction type is BOT, the user automatically starts\ntheir conversation with a BOT representative. If the user wants to speak with a\nHUMAN representative, they can trigger a\n[handoff from bot to live agent](/business-communications/business-messages/guides/how-to/message/conversations/bot-live-agent-handoff)\nby requesting to speak with a live agent representative.\n\nDifferent representatives can have different operating hours. For example, a BOT\nrepresentative may be available at all hours, while a HUMAN representative may\nonly be available from 9am-5pm Monday-Friday.\n\nRelated guides\n--------------\n\n- [Quickstart](/business-communications/business-messages/guides/quickstarts/echo-agent#create_a_brand_and_an_agent)\n- [Create an agent](/business-communications/business-messages/guides/how-to/agents)\n- [Entry points](/business-communications/business-messages/guides/concepts/entry-point)\n\nRelated concepts\n----------------\n\n- [Entry point](/business-communications/business-messages/guides/concepts/entry-point). A button or other mechanism through which a user starts a conversation with an agent.\n- [Location](/business-communications/business-messages/guides/concepts/location). A physical location of a brand or business."]]