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支持之旅

此支持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。它可以帮助您为自己的任何客户或潜在客户品牌的标准支持请求

下面是对话的概述，然后是分步详解。每个步骤都强调了所适用的最佳实践和任何特殊设计支持历程的注意事项如需自行实现此设计，请执行以下操作：复制并自定义每个步骤的示例载荷。

概览

支持对话是培养客户忠诚度的与品牌进行更深入的互动。为了与可能销售人员感到沮丧，可以在同理心和效率之间取得平衡。基本流程 (1) 查询订单；(2) 确定产品 (3) 协调退货流程；(4) 利用积极的互动来推动新的转化销售历程

这是您可以在此基础上构建应用的标准流程。例如，与 OAuth 以便您验证用户的身份并访问其账号信息安全地进行对话。如需查看身份验证流程示例请参阅对用户进行身份验证。

此示例展示了理想路径，让用户通过自动化功能找到令人满意的解决方案。不过，需要人类的支持请务必制定移交策略这样一来，即使自动化功能无法满足用户的需求，用户仍然可以获得所需的帮助。

对话示意图

对话回合

用户发起与代理的对话。
代理发送问候语。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友好、富有成效的互动奠定了基础。代理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”澄清了“Pi”并非真人接收者让用户快速感受到相关内容具有相关性代理会总结自己的功能。它以语气很俏皮（“寻找下一个谜题冒险”），但明确指出也能处理支持查询对话开场白通过指向支持的任务来强化代理的功能。

用户点按对话开场白来管理其顺序。

已点按“管理订单”对话开场白

对于此代理，请点击“管理订单”是准确标签。只有当客服人员不仅查询订单之外，还能够执行其他操作时，才使用这句话还可以帮助用户编辑、退回或换货。

JSON 载荷

{
  "context": {
    "placeId": "",
    "userInfo": {
      "displayName": "Michael",
      "userDeviceLocale": "en-US"
    },
    "resolvedLocale": "en"
  },
  "sendTime": "2022-06-27T23:01:35.437205Z",
  "conversationId": "1111",
  "requestId": "123123333",
  "suggestionResponse": {
    "message": "conversations/1111/messages/2203",
    "postbackData": "manage_order",
    "createTime": "2022-06-27T23:01:34.911212Z",
    "text": "Manage order",
    "type": "REPLY"
  },
  "agent": "brands/3333/agents/4444"
}

代理询问用户的订单号。

客服人员询问他们的订单号

第一行会完成两项任务：

它会隐式确认用户的 intent。
那就是欢快的语气和表情符建立良好的关系。

当代理请求获取用户的订单号时，还会提供关于在哪里可以找到它客户往往很难找到订单详情。主动发送建议可以防止用户中途离开

JSON 载荷

{
  "text": "I’m happy to help with your order 😊. Just tell me your order number. Ready?",
  "fallback": "I'm happy to help with your order. Just tell me your order number. Ready? (You can ask for help to locate your order number.)",
  "suggestions": [
    {
      "reply": {
        "text": "Find order number",
        "postbackData": "option_1"
      }
    }
  ],
  "messageId": "2204"
}

用户输入订单号。

在支持对话期间，用户的耐心可能很少。要做到这一点，对他们来说，越简单，就越容易，只需询问尽可能少的问题，即可获得所需信息。为了简化整个流程，请与 OAuth 集成。这让用户能够登录其账号并访问其订单不带订单号的历史数据。

注意：如果没有订单号，代理也可以执行订单查询根据对话 ID 或电子邮件地址创建。对话 ID 可以是用户请求在同一对话中查询订单时使用下订单所在的线程。如果用户使用同一电子邮件地址在品牌网站上下单提供给代理的方法如果用户下了几个订单，代理可以在复合信息卡轮播界面中显示订单，并让用户进行选择。
JSON 载荷
```
{
  "message": {
    "name": "conversations/1111/messages/2205",
    "text": "12341234",
    "createTime": "2022-06-27T23:03:22.454713Z",
    "messageId": "2205"
  },
  "context": {
    "placeId": "",
    "userInfo": {
      "displayName": "Michael",
      "userDeviceLocale": "en-US"
    },
    "resolvedLocale": "en"
  },
  "sendTime": "2022-06-27T23:03:22.947287Z",
  "conversationId": "1111",
  "requestId": "123123555",
  "agent": "brands/3333/agents/4444"
}
```

客服人员会确认订单详情，并询问是否需要帮助。

客服人员询问用户是否需要订单方面的帮助

借助消息上下文，代理通过名称引用用户。这在用户的支持历程中尤其有用，可以让用户感觉受到重视。代理重复关键详情确认找到正确的订单，然后询问用户是否需要帮助。建议的回复可让您轻松报告问题。标签用于设置设计一个基调：

非正式的“不用了，一切顺利”会唤起对品牌的放松客户。

选择“问题”而不是“问题”意味着有一件事很重要，无需责怪解决。

JSON 载荷

{
"text": "Thank you, Michael. I can see your order with the reference number 12341234 arrived on June 1st. Do you need any help with this order?",
"fallback": "Thank you, Michael. I can see your order with the reference number 12341234 arrived on June 1st. Do you need any help with this order? You can simply say Yes or No.",
"suggestions": [
{
  "reply": {
    "text": "No thanks, all good",
    "postbackData": "option_1"
  }
},
{
  "reply": {
    "text": "Yes, there's an issue",
    "postbackData": "option_2"
  }
}
],
"messageId": "2206"
}

用户点按建议的回复来报告订单问题。

已点按“是，存在问题”的建议回复

JSON 载荷

{
  "context": {
    "placeId": "",
    "userInfo": {
      "displayName": "Michael",
      "userDeviceLocale": "en-US"
    },
    "resolvedLocale": "en"
  },
  "sendTime": "2022-06-27T23:05:40.604784Z",
  "conversationId": "1111",
  "requestId": "123123777",
  "suggestionResponse": {
    "message": "conversations/1111/messages/2207",
    "postbackData": "option_2",
    "createTime": "2022-06-27T23:05:40.034552Z",
    "text": "Yes, there's an issue",
    "type": "REPLY"
  },
  "agent": "brands/3333/agents/4444"
}

代理会询问用户问题类型。

代理会建议可能存在的问题并提议将用户与真人联系起来

此邮件是响应式邮件，而非漫游器。一句简单的“糟糕！”传达同理心并确认客服人员的理解。客服人员会突出显示旨在解决各种问题向用户保证提供人工支持。建议的回复可以轻松定义问题。人工客服请求建议让用户能够在需要时与真人聊天。

JSON 载荷

{
  "text": "Oh no! Let’s see if I can solve it right now. Here are some things I can help with. If you can’t find what you're looking for, I can connect you to a Puzzle Pro.",
  "fallback": "Oh no! Let’s see if I can solve it right now. Here are some things I can help with: missing order, product issues, return order. If you can’t find what you're looking for, just say "Chat with a Puzzle Pro." You can also say "Back to menu."",
  "suggestions": [
    {
      "reply": {
        "text": "Missing order",
        "postbackData": "option_1"
      }
    },
    {
      "reply": {
        "text": "Product issues",
        "postbackData": "option_2"
      }
    },
    {
      "reply": {
        "text": "Return order",
        "postbackData": "option_3"
      }
    },
    {
      "action": {
        "text": "Chat with Puzzle Pro",
        "postbackData": "Option_4",
        "openUrlAction": {
          "url": "https://www.mysite.com"
        }
      }
    },
    {
      "reply": {
        "text": "Back to menu",
        "postbackData": "option_5"
      }
    }
  ],
  "messageId": "2208"
}

用户点按建议即可返回其订单。

点按退货订单的建议回复

JSON 载荷

{
  "context": {
    "placeId": "",
    "userInfo": {
      "displayName": "Michael",
      "userDeviceLocale": "en-US"
    },
    "resolvedLocale": "en"
  },
  "sendTime": "2022-06-27T23:07:41.041188Z",
  "conversationId": "1111",
  "requestId": "123123999",
  "suggestionResponse": {
    "message": "conversations/1111/messages/2209",
    "postbackData": "option_3",
    "createTime": "2022-06-27T23:07:40.412888Z",
    "text": "Return order",
    "type": "REPLY"
  },
  "agent": "brands/3333/agents/4444"
}

客服人员主动提出安排退货时间。

代理道歉，并询问用户是否要免费退货

客服人员给出了道歉：它可以指明用户处境、感同身受并推动对话。过渡性短语（“不过是个好消息：”）会唤起品牌活泼的氛围因为它从道歉转向解决。根据步骤中的订单查找 6，则客服人员确认可以免费退货。无需从自动完成退货流程，则代理通过用问题和建议的回复来提示他们。

JSON 载荷

{
  "text": "Sorry to hear the puzzle isn't what you were looking for. But–good news–you're still in the 2-week window for free returns! Do you want to schedule a return pickup?",
  "fallback": "Sorry to hear the puzzle isn't what you were looking for. But–good news–you're still in the 2-week window for free returns! Do you want to schedule a return pickup? You can say Yes or ask for more options.",
  "suggestions": [
    {
      "reply": {
        "text": "Yes",
        "postbackData": "option_1"
      }
    },
    {
      "reply": {
        "text": "What are other options?",
        "postbackData": "option_2"
      }
    }
  ],
  "messageId": "2210"
}

用户点按建议以安排退货。

已点按“是”对应的建议回复

JSON 载荷

{
  "context": {
    "placeId": "",
    "userInfo": {
      "displayName": "Michael",
      "userDeviceLocale": "en-US"
    },
    "resolvedLocale": "en"
  },
  "sendTime": "2022-06-27T23:08:11.865939Z",
  "conversationId": "1111",
  "requestId": "123123011",
  "suggestionResponse": {
    "message": "conversations/1111/messages2211",
    "postbackData": "option_1",
    "createTime": "2022-06-27T23:08:11.394266Z",
    "text": "Yes",
    "type": "REPLY"
  },
  "agent": "brands/3333/agents/4444"
}

代理要求用户选择自提时间。

代理询问用户何时到家接您

客服人员采用客户至上的语言（“适合自己”“最适合您”）满足用户需求和便利性的需求通过添加“let's” 第 2 行会更有吸引力这有助于与用户建立融洽的关系即使是在琐碎的物流任务中也不例外。表情符号会适时提高视觉吸引力。在解决阶段，这个有趣的手势而不是让用户感到失望的可能性。

JSON 载荷

{
  "text": "Perfect. I can arrange the return pickup for you. Let's make sure you're home to hand off your package 📦. What time suits you best?",
  "fallback": "Perfect. I can arrange the return pickup for you. Let's make sure you're home to hand off your package. What time suits you best? You can choose from these suggestions or ask for more times: Tue 8-10 am, Wed 1-3 pm, Thu 8-10 am.",
  "suggestions": [
    {
      "reply": {
        "text": "Tue 8-10 am",
        "postbackData": "option_1"
      }
    },
    {
      "reply": {
        "text": "Wed 1-3 pm",
        "postbackData": "option_2"
      }
    },
    {
      "reply": {
        "text": "Thu 8-10 am",
        "postbackData": "option_3"
      }
    },
    {
      "reply": {
        "text": "More times",
        "postbackData": "option_4"
      }
    }
  ],
  "messageId": "2212"
}

用户点按建议的自提时间。

已点按周三下午 1 点至 3 点的建议回复

JSON 载荷

{
  "context": {
    "placeId": "",
    "userInfo": {
      "displayName": "Michael",
      "userDeviceLocale": "en-US"
    },
    "resolvedLocale": "en"
  },
  "sendTime": "2022-06-27T23:08:50.878539Z",
  "conversationId": "1111",
  "requestId": "123123013",
  "suggestionResponse": {
    "message": "conversations/1111/messages2213",
    "postbackData": "option_2",
    "createTime": "2022-06-27T23:08:50.422088Z",
    "text": "Wed 1-3 pm",
    "type": "REPLY"
  },
  "agent": "brands/3333/agents/4444"
}

代理会提供取货详细信息。

客服人员说出自提地址和时间，并询问这些信息是否正确

客服人员重复提供自提详细信息，并要求进行明确的确认。如果详细信息不正确，用户进行更改，或返回主菜单以重新开始体验之旅。这种灵活性可以避免用户卡住。

JSON 载荷

{
  "text": "Got it ✔️. Someone will collect your package on Wednesday, June 7th from 1-3 pm at Apartment 1, Your Road, Example City 12345. Is that correct?",
  "fallback": "Got it! Someone will collect your package on Wednesday, June 7th from 1-3 pm at Apartment 1, Your Road, Example City 12345. Is that correct? Say "Correct" to confirm, or tell me to change the address, change the time, or go back to the menu.",
  "suggestions": [
    {
      "reply": {
        "text": "Correct",
        "postbackData": "option_1"
      }
    },
    {
      "reply": {
        "text": "Change address",
        "postbackData": "option_2"
      }
    },
    {
      "reply": {
        "text": "Change time",
        "postbackData": "option_3"
      }
    },
    {
      "reply": {
        "text": "Back to menu",
        "postbackData": "option_4"
      }
    }
  ],
  "messageId": "2214"
}

用户确认取货详细信息。

已点按建议的回复以返回“正确”

JSON 载荷

{
  "context": {
    "placeId": "",
    "userInfo": {
      "displayName": "Michael",
      "userDeviceLocale": "en-US"
    },
    "resolvedLocale": "en"
  },
  "sendTime": "2022-06-27T23:09:24.535388Z",
  "conversationId": "1111",
  "requestId": "123123015",
  "suggestionResponse": {
    "message": "conversations/1111/messages/2215",
    "postbackData": "option_1",
    "createTime": "2022-06-27T23:09:24.148091Z",
    "text": "Correct",
    "type": "REPLY"
  },
  "agent": "brands/3333/agents/4444"
}

代理会总结问题解决情况。

消息中会重复提及上车时间，并询问客服人员还能提供哪些帮助

简单的话语标记以积极的基调结束旅程。自提详情的最终确认将作为提醒，用户可以在设备上的对话记录中参考。在积极互动的基础上，客服人员将商品建议发送给吸引用户进入新的购买历程。

JSON 载荷

{
  "text": "Great! Expect a pickup on Wednesday from 1-3 pm, and do make sure you're home 🏠. Is there anything else I can do for you, Michael?",
  "fallback": "Great! Expect a pickup on Wednesday from 1-3 pm, and do make sure you're home. Is there anything else I can do for you, Michael? I can show you sales or new arrivals, or take you back to the menu to choose your own adventure!",
  "suggestions": [
    {
      "reply": {
        "text": "Show me sales",
        "postbackData": "option_1"
      }
    },
    {
      "reply": {
        "text": "Show me new arrivals",
        "postbackData": "option_2"
      }
    },
    {
      "reply": {
        "text": "Back to menu",
        "postbackData": "option_3"
      }
    }
  ],
  "messageId": "2216"
}

用户点按建议以查看商品。

已点按“显示新品”的建议回复

不要低估积极体验的力量。帮助用户解决问题可以增强他们的品牌亲和力，但交易过程没有个人色彩。

JSON 载荷

{
  "context": {
    "placeId": "",
    "userInfo": {
      "displayName": "Michael",
      "userDeviceLocale": "en-US"
    },
    "resolvedLocale": "en"
  },
  "sendTime": "2022-06-27T23:10:13.109037Z",
  "conversationId": "1111",
  "requestId": "123123017",
  "suggestionResponse": {
    "message": "conversations/1111/messages2217",
    "postbackData": "option_2",
    "createTime": "2022-06-27T23:10:12.763903Z",
    "text": "Show me new arrivals",
    "type": "REPLY"
  },
  "agent": "brands/3333/agents/4444"
}