在與 Business Messages 服務專員對話時，歡迎訊息會設定互動的色調。使用者也會知道代理程式可以執行哪些操作，進而構成使用者的問題和期望。
每當使用者開啟對話時，代理程式都會傳送歡迎訊息。代理程式也可以顯示對話啟動條件，引導使用者移除已知或經常使用的路徑。
如果使用者嘗試在代理程式非營業時間內開始對話，代理程式會顯示離線訊息，讓您用來分享替代管道或建議後續步驟。您可以利用這些設定提升代理程式的可靠性和可用性。
服務專員與位置層級設定
您可以在服務專員或位置層級指定對話設定。
代理程式層級：這些對話設定會套用至所有進入點上與代理程式的對話。
代理程式層級的歡迎訊息可能會以「感謝您聯絡 Bridgepoint Runners...」對話開場白可以聚焦於公司的整體行動或資訊。
位置層級：這些設定會覆寫服務專員層級設定，且只會套用至
PLACESHEET和MAPS進入點具有該位置的對話。地點層級的歡迎訊息可能會以「感謝您在 Amphitheatre Pkwy 聯絡 Bridgepoint Runner...」對話開場白可以聚焦於與位置相關的工作或資訊離線訊息可能會提及地點下次何時開始營業。
語言代碼
代理程式和位置可針對其支援的地區分別指定設定。舉例來說，服務專員可以針對「en」語言代碼指定英文的歡迎訊息，並針對「es」語言代碼設定相同的歡迎訊息 (使用西班牙文)。Business Messages 會解析使用者裝置回報的語言代碼，以及服務專員或位置有任何對話設定的語言代碼。
每個訊息的「resolvedLocale」欄位都會回報這個語言代碼相符結果。您可以指定代理程式或位置的 defaultLocale，這可以加權解析語言代碼比對。請參閱「本地化和語言代碼」。
Business Messages 會使用已解析的語言代碼來決定要套用哪些對話設定。
歡迎訊息
服務專員和使用者之間對話中的第一則訊息是服務專員的歡迎訊息。系統會在使用者啟動新對話後自動顯示歡迎訊息。良好的歡迎訊息可設定使用者希望與代理程式互動的期望。如要編輯歡迎訊息，請參閱「更新對話設定」。
對話開場白
雖然優質的歡迎訊息包含代理程式的功能，並且是開放式的，但良好的對話開場白可引導使用者回答常見問題或已知的功能。
對話開場白會以垂直堆疊的建議回覆方式顯示，並緊接在歡迎訊息後。當使用者輕觸對話開始時，代理程式會收到您在指定啟動條件時設定的預先定義內容和回傳資料。
如果代理程式針對特定要求支援自動化功能，對話啟動條件可能會對應這些要求，讓您依賴已知的自動化輸入，以便將任意形式的使用者問題傳送給真人服務專員來回答。
代理程式最多只能有 5 個對話啟動條件，且每個啟動條件的長度上限為 35 個半形字元。
如要新增或編輯對話啟動條件，請參閱「更新對話設定」。
離線訊息
根據 MessagingAvailability 定義，當使用者在非服務時間的代理程式開始對話時，使用者會收到代理程式的離線訊息。觸發離線訊息時，只會考慮人為代表的可用性。只有機器人代表的服務專員一律會傳送歡迎訊息。良好的離線訊息
- 分享服務專員無法使用的原因
- 向使用者說明可採取的後續步驟或替代聯絡管道
- 符合歡迎訊息和對話開場白的語氣
離線訊息無效
「抱歉，我們已關閉。」
良好的離線訊息
「本公司目前休息中，但將於明天上午 8 點恢復服務。如需緊急協助，請來信至 +12223334444 或 support@gtb.com。」
如要編輯離線訊息，請參閱「更新對話設定」。
更新對話設定
如要管理歡迎訊息或對話開場白，請使用 Business Communications API 提出 PATCH 要求，以更新代理程式或位置的 conversationalSettings 欄位。
更新 conversationalSettings 欄位時，您必須在 ConversationalSetting 物件中加入所有欄位的值。更新要求會覆寫所有已編輯欄位的內容，包括任何子欄位。例如，如果您發出修改歡迎訊息的要求，但不含對話開場白，則要求會移除先前的對話啟動條件。
必備條件
更新對話設定前，您必須：
- GCP 專案的服務帳戶金鑰路徑
- 您要更新設定的語言代碼
服務專員層級設定：服務專員
name(例如「brands/12345/agents/67890」)如果您不知道代理程式的
name，請參閱「列出品牌的所有代理程式」。如果是地區層級設定，地點
name(例如「brands/12345/locations/67890」)如果不知道地點的
name，請參閱「列出品牌的所有地點」。要更新的語言代碼，採用雙字元的 ISO 639-1 語言代碼
新增歡迎訊息
隱私權政策網址
(選填) 對話開場白文字
(選用) 對話開場白的回傳資料
(選用) 新的離線訊息
如果您不知道目前的 conversationalSettings 值，請參閱「取得代理程式資訊」和「取得位置資訊」。
傳送更新要求
如要更新代理程式或位置，請執行以下指令。將變數替換為您在必備條件中識別的值。
如果不想使用對話開場白，請省略 conversationStarters 和其所有子項欄位。
代理程式層級設定
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();
}
}
}
這個程式碼是以 Java Business Communications 用戶端程式庫為基礎。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)
位置層級設定
# 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"
}
}
}
]
}
}
}'
如需格式設定和值資訊，請參閱 brands.agents.patch、brands.locations.patch 和 ConversationalSetting。
範例
代理程式層級設定
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 "$(oauth2l header --json PATH_TO_SERVICE_ACCOUNT_KEY businesscommunications)" \
-d "{
'businessMessagesAgent': {
'conversationalSettings': {
'en': {
'welcomeMessage': {
'text': 'Thanks for contacting Growing Tree Bank. What can I help with today?',
},
'offlineMessage': {
'text': 'We\'re closed for the night. Please reach out to us again tomorrow.',
},
'privacyPolicy': {
'url': 'https://www.growingtreebank.com/privacy',
},
'conversationStarters': [
{
'suggestion': {
'reply': {
'text': 'Set up an account',
'postbackData': 'new-account',
},
},
},
{
'suggestion': {
'reply': {
'text': 'Look up account information',
'postbackData': 'account-lookup',
},
},
},
],
},
},
},
}"
位置層級設定
curl -X PATCH \
"https://businesscommunications.googleapis.com/v1/brands/12345/locations/67890?updateMask=conversationalSettings.en" \
-H "Content-Type: application/json" \
-H "User-Agent: curl/business-communications" \
-H "$(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',
},
},
},
},
],
},
},
}"