发起对话

<ph type="x-smartling-placeholder">

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。

对话开场白

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PLACESHEETMAPS 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();
    }
  }
}
此代码基于 Java 商务 Communications 客户端库

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.patchbrands.locations.patchConversationalSetting

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',
                            },
                        },
                    },
                },
            ],
        },
    },
}"