在与 Business Messages 代理对话时，欢迎辞会设置 互动的基调它还让用户知道代理可以执行哪些操作 决定用户的问题和期望。
每次用户打开对话时，代理都会发送欢迎辞。通过 客服人员还可以展示对话开场白 以引导用户找到已知或常见的路径。
如果用户尝试在代理的营业时间外发起对话， 代理显示离线消息 您可以据此分享备选频道或建议后续步骤。利用 这些设置可以提高代理的可靠性和易用性。
代理级设置和营业地点级设置
您可以在代理或位置级别指定对话设置。
客服人员级别： 这些对话设置适用于 代理
代理级别的欢迎辞可能会以“感谢您联系”开头 “Bridgepoint Runners...”对话开场白可以侧重于 公司级的操作或信息。
营业地点级别：这些设置会覆盖代理级别的设置，并且 仅适用于
PLACESHEET和MAPS入口点。营业地点级欢迎辞可能会以“感谢您联系”开头 Bridgepoint Runners on Amphitheatre Pkwy...”开场白可以集中注意力 提供基于位置的任务或信息。离线信息可能会提及该营业地点下次营业的时间。
语言区域
代理和营业地点可以针对其支持的任意语言区域指定单独的设置。例如，客服人员可能会为以下客户指定英语欢迎辞 “en”并且对“es”有相同的西班牙语欢迎辞语言区域。 Business Messages 解析用户设备报告的语言区域与 代理或营业地点使用了任何对话设置的语言区域。
系统会在每封邮件的resolvedLocale 字段。您
可以指定代理或营业地点的 defaultLocale（权重已解析）
语言区域匹配。请参阅本地化和语言区域。
Business Messages 使用经过解析的语言区域来确定哪个对话 要应用的设置。
欢迎辞
代理与用户间对话的第一条信息是代理的欢迎辞。欢迎辞会在用户发起新对话后自动显示。良好的欢迎辞可为用户设定针对与代理互动的预期。如需修改欢迎辞，请参阅更新对话设置。
对话开场白
良好的欢迎辞可高度概括代理的功能，并采用开放式形式，而良好的对话开场白可引导用户查看常见问题或已知功能。
对话开场白显示为垂直堆叠的建议回复，并且紧随欢迎辞显示。当用户点按对话开场白时，代理会收到您在指定开场白时设置的预定义内容和回传数据。
如果代理支持特定请求的自动化功能，对话开场白可能会映射到这些请求，让您可以依靠已知输入内容实现自动化，并将任意格式的用户问题发送给可随时解答问题的人工客服。
一个代理最多可有 5 种对话开场白，而每种开场白最多能包含 35 个字符。
如需添加或修改对话开场白，请参阅更新对话设置。
离线信息
如果用户在代理的工作时间（由 MessagingAvailability 定义）之外发起与代理的对话，该用户会收到代理的离线信息。仅人工代表
系统在触发离线邮件时会考虑库存状况。仅
让聊天机器人代表始终发送欢迎辞。良好的离线信息
- 会分享代理无法提供服务的原因
- 会告知用户适当的后续步骤或备选联系渠道
- 与欢迎辞和对话开场白的口吻相符
不好的离线信息
“很抱歉，我们已经停止服务。”
良好的离线信息
“我们现在已经停止服务，但我们会从明天早上 8 点开始继续提供服务。如果您需要紧急协助，请拨打 +12223334444 或发送电子邮件至 support@gtb.com 与支持团队联系。”
如需修改离线信息，请参阅更新对话设置。
更新对话设置
如需管理欢迎辞或对话开场白，您可以使用 Business Communications API 发出 PATCH 请求，以更新代理或营业地点的 conversationalSettings 字段。
更新 conversationalSettings 字段时，您必须在 ConversationalSetting 对象中包含所有字段的值。更新请求会覆盖您修改的所有字段的内容，包括所有子字段。例如，如果您发出修改欢迎辞（但不包含对话开场白）的请求，该请求会移除之前的所有对话开场白。
前提条件
在更新对话设置之前，您需要掌握以下信息：
- 开发机器上的 GCP 项目的服务账号密钥的路径
- 要为其更新设置的语言区域
对于代理级设置，代理
name（例如“brands/12345/agents/67890”）如果您不知道代理的
name，请参阅列出品牌的所有代理。对于营业地点级设置，营业地点
name（例如“brands/12345/locations/67890”）如果您不知道营业地点的
name，请参阅列出品牌的所有营业地点。要更新的语言区域，以两个字符的 ISO 639-1 语言代码表示
新的欢迎辞
隐私权政策网址
（可选）对话开场白的文本
（可选）对话开场白的回传数据
（可选）新的离线信息
如果您不知道当前的 conversationalSettings 值，请参阅获取代理信息和获取营业地点信息。
发送更新请求
如需更新代理或营业地点，请运行以下命令。将变量替换为您在前提条件中确定的值。
如果您不想使用对话开场白，请忽略 conversationStarters 及其所有子字段。
代理级设置
cURL
# This code updates the conversational settings of a Business Messages agent. # Read more: https://developers.google.com/business-communications/business-messages/reference/business-communications/rest/v1/brands.agents/patch # Replace the __BRAND_ID__, __AGENT_ID__ and __LOCALE__ # Make sure a service account key file exists at ./service_account_key.json curl -X PATCH \ "https://businesscommunications.googleapis.com/v1/brands/__BRAND_ID__/agents/__AGENT_ID__?updateMask=businessMessagesAgent.conversationalSettings.__LOCALE__" \ -H "Content-Type: application/json" \ -H "User-Agent: curl/business-communications" \ -H "$(oauth2l header --json ./service_account_key.json businesscommunications)" \ -d '{ "businessMessagesAgent": { "conversationalSettings": { "__LOCALE__": { "welcomeMessage": { "text": "My first welcome message" }, "offlineMessage": { "text": "My first offline message" }, "privacyPolicy": { "url": "https://www.your-company-website.com/privacy" }, "conversationStarters": [ { "suggestion": { "reply": { "text": "Suggestion 1", "postbackData": "post_back_suggestion_1" } } } ] } } } }'
Node.js
/** * This code snippet updates the conversationalSettings of a Business Messages agent. * Read more: https://developers.google.com/business-communications/business-messages/reference/business-communications/rest/v1/brands.agents/patch * * This code is based on the https://github.com/google-business-communications/nodejs-businesscommunications Node.js * Business Communications client library. */ /** * Edit the values below: */ const BRAND_ID = 'EDIT_HERE'; const AGENT_ID = 'EDIT_HERE'; const LOCALE = 'en'; const PATH_TO_SERVICE_ACCOUNT_KEY = './service_account_key.json'; const businesscommunications = require('businesscommunications'); const {google} = require('googleapis'); // Initialize the Business Communications API const bcApi = new businesscommunications.businesscommunications_v1.Businesscommunications({}); // Set the scope that we need for the Business Communications API const scopes = [ 'https://www.googleapis.com/auth/businesscommunications', ]; // Set the private key to the service account file const privatekey = require(PATH_TO_SERVICE_ACCOUNT_KEY); async function main() { const authClient = await initCredentials(); const agentName = 'brands/' + BRAND_ID + '/agents/' + AGENT_ID; if (authClient) { // Setup the parameters for the API call const apiParams = { auth: authClient, name: agentName, updateMask: 'businessMessagesAgent.conversationalSettings.' + LOCALE, resource: { businessMessagesAgent: { conversationalSettings: { [LOCALE]: { privacyPolicy: { url: 'https://www.your-company-website.com/privacy' }, welcomeMessage: { text: 'My updated welcome message' }, offlineMessage: { text: 'My updated offline message' }, conversationStarters: [ { suggestion: { reply: { 'text': 'Suggestion 2', 'postbackData': 'post_back_suggestion_2', }, }, } ], }, } } } }; bcApi.brands.agents.patch(apiParams, {}, (err, response) => { if (err !== undefined && err !== null) { console.dir(err); } else { // Agent found console.log(response.data); } }); } else { console.log('Authentication failure.'); } } /** * Initializes the Google credentials for calling the * Business Messages API. */ async function initCredentials() { // Configure a JWT auth client const authClient = new google.auth.JWT( privatekey.client_email, null, privatekey.private_key, scopes, ); return new Promise(function(resolve, reject) { // Authenticate request authClient.authorize(function(err, tokens) { if (err) { reject(false); } else { resolve(authClient); } }); }); } main();
Java
import com.google.api.client.googleapis.auth.oauth2.GoogleCredential; import com.google.api.client.googleapis.javanet.GoogleNetHttpTransport; import com.google.api.client.http.HttpTransport; import com.google.api.client.json.jackson2.JacksonFactory; import com.google.api.services.businesscommunications.v1.BusinessCommunications; import com.google.api.services.businesscommunications.v1.model.*; import com.google.common.collect.ImmutableMap; import java.io.FileInputStream; import java.util.Arrays; class Main { /** * Initializes credentials used by the Business Communications API. */ private static BusinessCommunications.Builder getBusinessCommunicationsBuilder() { BusinessCommunications.Builder builder = null; try { GoogleCredential credential = GoogleCredential .fromStream(new FileInputStream("PATH_TO_SERVICE_ACCOUNT_KEY")); credential = credential.createScoped(Arrays.asList( "https://www.googleapis.com/auth/businesscommunications")); credential.refreshToken(); HttpTransport httpTransport = GoogleNetHttpTransport.newTrustedTransport(); JacksonFactory jsonFactory = JacksonFactory.getDefaultInstance(); // Create instance of the Business Communications API builder = new BusinessCommunications .Builder(httpTransport, jsonFactory, null) .setApplicationName(credential.getServiceAccountProjectId()); // Set the API credentials and endpoint builder.setHttpRequestInitializer(credential); } catch (Exception e) { e.printStackTrace(); } return builder; } public static void main(String args[]) { try { // Create client library reference BusinessCommunications.Builder builder = getBusinessCommunicationsBuilder(); String agentName = "brands/BRAND_ID/agents/AGENT_ID"; Agent agent = new Agent().setBusinessMessagesAgent( new BusinessMessagesAgent().setConversationalSettings(ImmutableMap.of("LOCALE", new ConversationalSetting() .setPrivacyPolicy(new PrivacyPolicy().setUrl("PRIVACY_POLICY_URL")) .setWelcomeMessage(new WelcomeMessage().setText("WELCOME_MESSAGE")) .setOfflineMessage(new OfflineMessage().setText("OFFLINE_MESSAGE")) .setConversationStarters(Arrays.asList( new ConversationStarters().setSuggestion(new Suggestion() .setReply(new SuggestedReply() .setText("REPLY_TEXT") .setPostbackData("POSTBACK_DATA"))), ))))); BusinessCommunications.Brands.Agents.Patch request = builder .build().brands().agents().patch(agentName, agent); request.setUpdateMask("businessMessagesAgent.conversationalSettings.LOCALE"); Agent updatedAgent = request.execute(); System.out.println(updatedAgent.toPrettyString()); } catch (Exception e) { e.printStackTrace(); } } }
Python
"""This code updates the conversational settings of a Business Messages agent. Read more: https://developers.google.com/business-communications/business-messages/reference/business-communications/rest/v1/brands.agents/patch This code is based on the https://github.com/google-business-communications/python-businessmessages Python Business Messages client library. """ from oauth2client.service_account import ServiceAccountCredentials from businesscommunications.businesscommunications_v1_client import BusinesscommunicationsV1 from businesscommunications.businesscommunications_v1_messages import ( Agent, BusinessMessagesAgent, ConversationStarters, ConversationalSetting, OfflineMessage, PrivacyPolicy, WelcomeMessage, NegativeBotFeedbackMessage, BusinesscommunicationsBrandsAgentsPatchRequest, ) # Edit the values below: BRAND_ID = 'EDIT_HERE' AGENT_ID = 'EDIT_HERE' SCOPES = ['https://www.googleapis.com/auth/businesscommunications'] SERVICE_ACCOUNT_FILE = './service_account_key.json' credentials = ServiceAccountCredentials.from_json_keyfile_name( SERVICE_ACCOUNT_FILE, scopes=SCOPES) client = BusinesscommunicationsV1(credentials=credentials) agents_service = BusinesscommunicationsV1.BrandsAgentsService(client) agent_name = 'brands/' + BRAND_ID + '/agents/' + AGENT_ID agent=Agent( businessMessagesAgent=BusinessMessagesAgent( conversationalSettings=BusinessMessagesAgent.ConversationalSettingsValue( additionalProperties=[BusinessMessagesAgent.ConversationalSettingsValue.AdditionalProperty( key='en', value=ConversationalSetting( privacyPolicy=PrivacyPolicy(url='https://www.your-company-website.com/privacy'), welcomeMessage=WelcomeMessage(text='Welcome to Business Messages'), offlineMessage=OfflineMessage(text='This is an offline message'), conversationStarters=[ ConversationStarters( suggestion=Suggestion( reply=SuggestedReply(text='Option 1', postbackData='option_1') ) )] ) ) ] ) ) ) updated_agent = agents_service.Patch( BusinesscommunicationsBrandsAgentsPatchRequest( agent=agent, name=agent_name, updateMask='businessMessagesAgent.conversationalSettings.en' ) ) print(updated_agent)
营业地点级设置
# This code updates the agent interaction of a bot and human representatives. # Read more: https://developers.google.com/business-communications/business-messages/reference/business-communications/rest/v1/brands.locations/patch # Replace the __BRAND_ID__, __AGENT_ID__, __LOCATION_ID__, __LOCALE__ # Make sure a service account key file exists at ./service_account_key.json curl -X PATCH \ "https://businesscommunications.googleapis.com/v1/brands/__BRAND_ID__/locations/__LOCATION_ID__?updateMask=conversationalSettings.__LOCALE__" \ -H "Content-Type: application/json" \ -H "User-Agent: curl/business-communications" \ -H "$(oauth2l header --json ./service_account_key.json businesscommunications)" \ -d '{ "conversationalSettings": { "__LOCALE__": { "welcomeMessage": { "text": "My second welcome message" }, "offlineMessage": { "text": "My second offline message" }, "privacyPolicy": { "url": "https://www.your-company-website.com/privacy" }, "conversationStarters": [ { "suggestion": { "reply": { "text": "Suggestion 2", "postbackData": "post_back_suggestion_2" } } } ] } } }'
如需了解格式设置和值信息，请参阅 brands.agents.patch、brands.locations.patch 和 ConversationalSetting。
示例
代理级设置
curl -X PATCH \
"https://businesscommunications.googleapis.com/v1/brands/BRAND_ID/agents/AGENT_ID?updateMask=businessMessagesAgent.conversationalSettings.en" \
-H "Content-Type: application/json" \
-H "User-Agent: curl/business-communications" \
-H "$(oauth2l header --json PATH_TO_SERVICE_ACCOUNT_KEY businesscommunications)" \
-d "{
'businessMessagesAgent': {
'conversationalSettings': {
'en': {
'welcomeMessage': {
'text': 'Thanks for contacting Growing Tree Bank. What can I help with today?',
},
'offlineMessage': {
'text': 'We\'re closed for the night. Please reach out to us again tomorrow.',
},
'privacyPolicy': {
'url': 'https://www.growingtreebank.com/privacy',
},
'conversationStarters': [
{
'suggestion': {
'reply': {
'text': 'Set up an account',
'postbackData': 'new-account',
},
},
},
{
'suggestion': {
'reply': {
'text': 'Look up account information',
'postbackData': 'account-lookup',
},
},
},
],
},
},
},
}"营业地点级设置
curl -X PATCH \ "https://businesscommunications.googleapis.com/v1/brands/12345/locations/67890?updateMask=conversationalSettings.en" \ -H "Content-Type: application/json" \ -H "User-Agent: curl/business-communications" \ -H "$(oauth2l header --json /path/to/service/account/key businesscommunications)" \ -d "{ 'conversationalSettings': { 'en': { 'welcomeMessage': { 'text': 'Thanks for contacting Growing Tree Bank on Amphitheatre Pkwy. What can I help with today?', }, 'offlineMessage': { 'text': 'We\'re closed for the night. Please reach out to us again tomorrow.', }, 'privacyPolicy': { 'url': 'https://www.growingtreebank.com/privacy', }, 'conversationStarters': [ { 'suggestion': { 'reply': { 'text': 'What are your hours?', 'postbackData': 'hours', }, }, }, { 'suggestion': { 'reply': { 'text': 'Set up an account', 'postbackData': 'new-account', }, }, }, { 'suggestion': { 'reply': { 'text': 'Look up account information', 'postbackData': 'account-lookup', }, }, }, { 'suggestion': { 'action': { 'text': 'Call us', 'postbackData': 'call', 'dialAction': { 'phoneNumber': '+12223334444', }, }, }, }, ], }, }, }"