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。
Business Messages 的运作方式
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。
借助 Business Messages，您可以在 Google 自然搜索结果中为品牌添加消息发送按钮。当用户点击消息发送按钮时，会与代表品牌的实体（品牌的客服人员）发起对话。
对话会在 iOS 和 Android 设备上提供的 Google 即时通讯平台上进行。您可以使用 webhook 和 Business Messages API 通过客服人员接收和回复客户消息。
Business Messages 对话的生命周期
在您注册 Business Messages 并为您的品牌创建代理后，用户便可以通过您的代理向您的品牌或品牌的营业地点发送消息。当用户搜索并找到您管理的品牌时，搜索结果中会显示消息按钮。
当用户点按“消息”按钮时，系统会在其设备上打开与您品牌的客服人员的对话，客服人员会用欢迎消息问候用户。
当用户发送消息时，Google 会将其作为 JSON 载荷传送到您定义的 webhook。根据消息的内容和用例，您可以将消息转发到正确的目的地：营业地点的员工、其他地方的支持人员或自动回复系统。
您的员工或基础架构为用户的消息创建回复后，您将该回复发送到 Business Messages API，后者会通过您品牌的客服人员将消息转给用户。
对话会持续进行，直到您和用户停止发送消息。您可以在用户发送最新消息后的最多 30 天内发送消息。对话结束后，用户可以返回对话并重新与客服人员互动。对话对代理和用户来说都是异步的。
加密
用户与客服人员之间发送的消息会在用户设备与 Google 服务器之间以及 Google 服务器与 Business Messages 客服人员之间进行加密。商家无法使用自己的加密密钥，因为 Google 需要扫描邮件以查找垃圾邮件，以保护所有用户和商家。
用户设备上收到的消息会通过用户为其设备配置的任何设备端加密方式进行加密，Google 会部署设备端安全模型来保护消息数据。
即时通讯平台
Google 使用丰富的对话式消息界面来进行商家信息对话。此途径可在 Android 和 iOS 设备上触发，面向大多数手机用户提供。
Google 地图应用的导航菜单中有一个商家信息收件箱。
入口点
Business Messages 在移动浏览器上的 Google 自然搜索结果和 Google 地图应用（适用于基于位置的品牌）中都提供了入口点。
后续步骤
现在，您已经了解了商家消息对话的基本流程，接下来请查看准则并注册为 Business Messages 合作伙伴。
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)：2024-12-21。
[null,null,["最后更新时间 (UTC)：2024-12-21。"],[[["\u003cp\u003eBusiness Messages lets you add messaging buttons to Google Search results, enabling users to chat with your brand directly.\u003c/p\u003e\n"],["\u003cp\u003eConversations happen through a Google messaging interface on iOS and Android, managed by your 'agent' using webhooks and the Business Messages API.\u003c/p\u003e\n"],["\u003cp\u003eMessages are encrypted between users, Google, and your business, but Google scans for spam protection.\u003c/p\u003e\n"],["\u003cp\u003eYou can initiate conversations with customers through organic search results and the Google Maps app.\u003c/p\u003e\n"],["\u003cp\u003eUsers can access past Business Messages conversations and re-engage with your brand.\u003c/p\u003e\n"]]],[],null,["# How Business Messages works\n\nWith Business Messages, you can place messaging buttons for brands within\norganic Google search results. When a user clicks on a messaging button, they\nstart a conversation with an entity representing the brand---the brand's agent.\n\nThe conversation takes place on a Google messaging surface available on iOS and\nAndroid. You receive and respond to customer messages, through the agent, using\na webhook and the Business Messages API. \n\nThe life of a Business Messages conversation\n--------------------------------------------\n\nAfter you register with Business Messages and create an agent for your brand,\nusers can send messages to your brand or your brand's locations through your\nagent. When a user searches and locates a brand that you manage, the results\ninclude a message button.\n\nWhen the user taps the Message button, it opens a conversation with your\nbrand's agent on their device, and the agent greets the user with a welcome\nmessage.\n\nWhen the user sends a message, Google delivers it to a webhook you define as a\nJSON payload. Depending on the content and use case of the message, you can\nroute the message to the correct destination: staff at a business location,\nsupport staff elsewhere, or an automated response system.\n\nAfter your staff or infrastructure creates a response to the user's message, you\nsend that response to the Business Messages API, which routes the message to\nthe user through your brand's agent.\n\nThe conversation continues until you and the user stop sending messages. You can\nsend messages up to 30 days after the user's most recent message. After a\nconversation is complete, users can return to conversations and re-engage\nagents. Conversations are asynchronous for both the agent and the user.\n\nEncryption\n----------\n\nMessages sent between users and agents are encrypted between users' devices\nand Google servers and between Google's servers and Business Messages agents.\nBusinesses can't use their own encryption keys because Google needs to scan\nmessages for spam to protect all users and businesses.\n\nMessages received on users' devices are encrypted by any device-wide\nencryption that users have configured for their devices, and Google deploys\non-device security models to protect message data.\n\nMessaging surface\n-----------------\n\nGoogle uses a rich conversational messaging surface for business messaging\nconversations. This surface can be triggered on Android and iOS devices and is\navailable for the wide majority of phone users.\n\nThere is a Business messaging inbox in the navigation menu of the Google Maps\napp.\n\nEntry points\n------------\n\nBusiness Messages has entry points from organic Google search results\non mobile browsers and from the Google Maps app (for location-based brands).\n\nNext steps\n----------\n\nNow that you know the basic flow of a business messaging conversation, review\nthe\n[guidelines](/business-communications/business-messages/guides/requirements-guidelines)\nand [register as a partner with Business\nMessages](/business-communications/business-messages/guides/how-to/register)."]]
