下面的销售对话体现了良好的设计 。虚构品牌是一家零售商，但其设计与 行业。适用于客户缩小商品范围的任何应用场景 或服务产品/服务，得出一套个性化的选项，供他们据以采取行动。
下面是对话的概述，然后是分步详解。 每个步骤都突出显示了所适用的最佳实践，并标注了所有特殊设计 销售历程中需要考虑的一些因素如需为您自己的代理实现此设计，请执行以下操作： 复制并自定义每个步骤的示例载荷。
概览
这种对话应遵循“获得满意的三个步骤”。基本流程 (1) 按类别过滤产品；(2) 选择产品；(3) 继续 购买。在这种情况下，用户是在品牌的网站上进行购买。
这是您可以在此基础上构建应用的标准流程。例如，让用户能够在对话中将商品添加到购物车并直接结账。如需打造购物车体验并与付款处理方集成，请参阅“在线购买，门店自提”第 2 部分 Codelab。
此示例展示了理想路径， 但在后备响应中构建 这样，即使用户偏离您设计的历程，他们也可以获得所需的帮助。
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对话回合
- 用户发起与代理的对话。
代理会发送欢迎辞。它使用对话开场白 品牌想要着重展示的客户转化历程
这封简短的欢迎辞 为进行有趣而富有成效的互动奠定了基础为了建立信任 显示品牌的徽标 并发出友好的问候，让用户保证他们是对的 位置。客服人员使用职能角色 使自动化操作看起来自然。将自己作为“虚拟网络” “piecefinder”加入了一些奇思妙想并阐明了“Pi”不是真实的 人。通过陈述自身的功能，客服人员可快速传达出相应信息与其需求相关 来满足用户的需求它还会显示对话开场白 吸引用户沿着特定路径前进。通过 对话开场白使用明确的短语 可以清楚地表明他们将引向何处。
用户点按对话开场白即可购买商品。
对话开场白可让用户轻松互动。他们只需 点按即可迈出第一步。
JSON 载荷
{ "context": { "placeId": "", "userInfo": { "displayName": "Sal", "userDeviceLocale": "en-US" }, "resolvedLocale": "en" }, "sendTime": "2022-03-25T05:39:16.854822Z", "conversationId": "1111", "requestId": "123123111", "suggestionResponse": { "message": "conversations/1111/messages/2223", "postbackData": "purchase_puzzles", "createTime": "2022-03-25T05:39:16.311308Z", "text": "Purchase puzzles", "type": "REPLY" }, "agent": "brands/3333/agents/4444" }代理要求用户选择一个要搜索的商品类别。
简而言之，代理会确认用户想要搜索谜题的意图。语气是 从而为未来的发展打下基础。接收者 为用户设定预期，代理会说明所涉及的步骤数 。对话标记（“第一”）会指明客户所处的步骤 。第 1 步是一个带有建议的回复的简单问题，可帮助用户找出他们想要破解的谜题 。建议的回复简洁明了。
JSON 载荷
{ "text": "Let the search begin. We can find the right match for you in 3 steps. First, what would you like to piece together?", "fallback": "Let the search begin! We can find the right match for you in 3 steps. First, what would you like to piece together? You can choose animals, landscapes, or artworks, or ask me to surprise you with a category.", "suggestions": [ { "reply": { "text": "Animals", "postbackData": "option_1" } }, { "reply": { "text": "Landscapes", "postbackData": "option_2" } }, { "reply": { "text": "Artworks", "postbackData": "option_3" } }, { "reply": { "text": "Surprise me", "postbackData": "option_4" } } ] }用户点按某个类别建议。
建议的回复可帮助用户快速沿着购买漏斗前进。
JSON 载荷
{ "context": { "placeId": "", "userInfo": { "displayName": "Sal", "userDeviceLocale": "en-US" }, "resolvedLocale": "en" }, "sendTime": "2022-03-25T05:39:56.149033Z", "conversationId": "1111", "requestId": "123123222", "suggestionResponse": { "message": "conversations/1111/messages/2225", "postbackData": "option_1", "createTime": "2022-03-25T05:39:55.674526Z", "text": "Animals", "type": "REPLY" }, "agent": "brands/3333/agents/4444" }代理要求用户选择一个产品子类别来缩小范围 。
另一条简短简洁的信息 确保对话顺畅进行它的开头是一个简单的短语 验证用户的选择 并确认代理的理解与客服人员的角色一致， 语气充满热情第二行是规范性的，但语气不强。 建议的回复包含“查看其他动物”选项。这条“查看更多”建议 无需滚动浏览长长的选项列表。
JSON 载荷
{ "text": "Animals are my favorite! Tell me the right creature for your jigsaw journey. Then I'll show you some puzzles.", "fallback": "Animals are my favorite! Tell me the right creature for your jigsaw journey. Then I'll show you some puzzles. You can tell me to search for cats, dogs, horses, elephants, or other animals.", "suggestions": [ { "reply": { "text": "Cats", "postbackData": "option_1" } }, { "reply": { "text": "Dogs", "postbackData": "option_2" } }, { "reply": { "text": "Horses", "postbackData": "option_3" } }, { "reply": { "text": "Elephants", "postbackData": "option_4" } }, { "reply": { "text": "View other animals", "postbackData": "option_5" } } ] }用户点按子类别建议。
JSON 载荷
{ "context": { "placeId": "", "userInfo": { "displayName": "Sal", "userDeviceLocale": "en-US" }, "resolvedLocale": "en" }, "sendTime": "2022-03-25T05:43:41.852224Z", "conversationId": "1111", "requestId": "123123333", "suggestionResponse": { "message": "conversations/1111/messages/2227", "postbackData": "option_1", "createTime": "2022-03-25T05:43:41.367260Z", "text": "Cats", "type": "REPLY" }, "agent": "brands/3333/agents/4444" }代理会确认用户的选择并介绍商品轮播界面。
为了保持新鲜度， 代理会使用不同的短语来确认用户的选择。这个 包含表情符号， 这既适合品牌，也适合用户体验历程时间 而代理则会提供额外的背景信息 消除歧义。 客服人员注意到，轮播界面中的商品不是用户的唯一商品 选项。否则，用户可能会认为展示的商品是 限制他们能购买的商品数量
JSON 载荷
{ "text": "Cats it is 😻. Here are our bestsellers. If you don't find the right fit, I've got plenty more." }代理显示一个复合信息卡轮播界面，其中显示了 购买。
轮播界面 显示个性化的谜题选择，供用户选择。 每张复合信息卡 结合了高品质图片和商品详情。在本课中， 卡片提供了足够的商品信息和视觉冲击力 有助于客户做出购买决定。对于需要更多研究的商品， 可以添加建议的操作 更改为“查看详情”或使用 人工客服请求建议 让用户能够与专家联系每张卡片还会提供 操作——针对“选择”的建议要购买的产品。
如果显示的商品不是用户想要的， 轮播界面提供了更多选项。它们可以防止用户卡住 来扩大搜索范围（“查看其他猫”），返回到 或重新开始（“返回菜单”）。
JSON 载荷
{ "fallback": "Cheeky Cat\n500 piece cardboard jigsaw puzzle\nFinished size is 26.75 x 19.75 inches\n$8.99\nhttps://www.cheekycatdetails.com\n\nMr. Maine Coone\n1,000 piece cardboard jigsaw puzzle\nFinished size is 26.75 x 19.75 inches\n$15.99\nhttps://www.mrmainecoonedetails.com\n\nThe Cuddle Cats\n1,500 piece cardboard jigsaw puzzle\nFinished size is 26.75 x 19.75 inches\n$19.99\nhttps:www.thecuddlecatsdetails.com\n\nCatty McCat\n2,000 piece cardboard jigsaw puzzle\nFinished size is 26.75 x 19.75 inches\n$24.99\nhttps:www.cattymccatdetails.com\n\nCat Cattison\n2,500 piece cardboard jigsaw puzzle\nFinished size is 26.75 x 19.75 inches\n$29.99\nhttps:www.catcattisondetails.com\n\nTell me if you want to view other cats, go back to animals, or go back to the menu.", "richCard": { "carouselCard": { "cardWidth": "MEDIUM", "cardContents": [ { "title": "Cheeky Cat", "description": "500 piece cardboard jigsaw puzzle\nFinished size is 26.75 x 19.75 inches\n$8.99", "media": { "height": "TALL", "contentInfo": { "fileUrl": "https://www.pathtocheekycat.jpg", "forceRefresh": "false" } }, "suggestions": [ { "reply": { "text": "Select", "postbackData": "option_1" } } ] }, { "title": "Mr. Maine Coone", "description": "1,000 piece cardboard jigsaw puzzle\nFinished size is 26.75 x 19.75 inches\n$15.99", "media": { "height": "TALL", "contentInfo": { "fileUrl": "https://www.pathtomrmainecoone.jpg", "forceRefresh": "false" } }, "suggestions": [ { "reply": { "text": "Select", "postbackData": "option_1" } } ] }, { "title": "The Cuddle Cats", "description": "1,500 piece cardboard jigsaw puzzle\nFinished size is 26.75 x 19.75 inches\n$19.99", "media": { "height": "TALL", "contentInfo": { "fileUrl": "https://www.pathtothecuddlecats.jpg", "forceRefresh": "false" } }, "suggestions": [ { "reply": { "text": "Select", "postbackData": "option_1" } } ] }, { "title": "Catty McCat", "description": "2,000 piece cardboard jigsaw puzzle\nFinished size is 26.75 x 19.75 inches\n$24.99", "media": { "height": "TALL", "contentInfo": { "fileUrl": "https://www.pathtocattymccat.jpg", "forceRefresh": "false" } }, "suggestions": [ { "reply": { "text": "Select", "postbackData": "option_1" } } ] }, { "title": "Cat Cattison", "description": "2,500 piece cardboard jigsaw puzzle\nFinished size is 26.75 x 19.75 inches\n$29.99", "media": { "height": "TALL", "contentInfo": { "fileUrl": "https://www.pathtocatcattison.jpg", "forceRefresh": "false" } }, "suggestions": [ { "reply": { "text": "Select", "postbackData": "option_1" } } ] } ] } }, "suggestions": [ { "reply": { "text": "View other Cats", "postbackData": "option_1" } }, { "reply": { "text": "Go back to Animals", "postbackData": "option_2" } }, { "reply": { "text": "Go back to Menu", "postbackData": "option_3" } } ] }用户点按建议以选择要购买的商品。
JSON 载荷
{ "context": { "placeId": "", "userInfo": { "displayName": "Sal", "userDeviceLocale": "en-US" }, "resolvedLocale": "en" }, "sendTime": "2022-03-25T05:44:22.014084Z", "conversationId": "1111", "requestId": "123123444", "suggestionResponse": { "message": "conversations/1111/messages/2210", "postbackData": "option_1", "createTime": "2022-03-25T05:44:21.537522Z", "text": "Select", "type": "REPLY" }, "agent": "brands/3333/agents/4444" }代理会确认用户的选择，并将其转换为品牌的 即可购买
代理会用俏皮的语气 最终产品选择。代理重复商品名称 以便用户明确知道自己要购买什么自购买以来 交易发生时，代理会向用户提供 提前预告他们将离开对话。值得一试 来平稳过渡， 以及友好的告别。
JSON 载荷
{ "text": "Cheeky Cat is a purrfect choice! You can check out on our website. Enjoy your puzzle adventure!" }代理会显示一张复合信息卡，其中包含建议的结账操作。
独立的复合信息卡 能够增强用户最终选择的产品。它只包含 与购买相关针对“结账”的建议操作赋予 执行购买步骤
JSON 载荷
{ "fallback": "Cheeky Cat:\n500 pieces\n$8.99\n\nCheck out: https://www.puzzleparadise.com", "richCard": { "standaloneCard": { "cardContent": { "title": "Cheeky Cat", "description": "500 pieces\n$8.99", "media": { "height": "TALL", "contentInfo": { "fileUrl": "https://www.pathtocheekycat.jpg", "forceRefresh": "false" } }, "suggestions": [ { "action": { "text": "Check out", "postbackData": "Option 1", "openUrlAction": { "url": "https://www.puzzleparadise.com" } } } ] } } } }用户点按建议，然后退出网站结账。
JSON 载荷
{ "context": { "placeId": "", "userInfo": { "displayName": "Sal", "userDeviceLocale": "en-US" }, "resolvedLocale": "en" }, "sendTime": "2022-03-25T05:37:04.859344Z", "conversationId": "1111", "requestId": "123123555", "suggestionResponse": { "message": "conversations/1111/messages/2213", "postbackData": "Option 1", "createTime": "2022-03-25T05:37:04.548212Z", "text": "Check out", "type": "ACTION" }, "agent": "brands/3333/agents/4444" }