对用户进行身份验证

除此之外,代理通常对他们通信的用户知之甚少 根据用户在对话中提供的信息生成。不过,客服人员可以 使用 OAuth 对用户进行身份验证 以确认用户身份、代表用户执行个性化对话以及执行操作 用户。

在此对话流程中,用户选择为账号充值,并且 代理提示用户登录以验证用户的身份, 并下订单获取用户信息。

  1. 用户发起与代理的对话。
  2. 用户开始输入回复后,会向代理发送输入事件。

    {
      "agent": "brands/1111/agents/2222",
      "conversationId": "3333",
      "customAgentId": "oauth",
      "requestId": "1234567890",
      "userStatus": {
        "isTyping": "true",
        "createTime": "2020-10-02T15:01:23.045123456Z",
      },
      "sendTime": "2020-10-02T15:01:24.045123456Z",
    }
    
  3. 用户发送“Hi, I'd like to add 5 credit to my account”消息。

    {
      "agent": "brands/1111/agents/2222",
      "conversationId": "3333",
      "customAgentId": "oauth",
      "requestId": "123123123",
      "message": {
        "messageId": "4444",
        "name": "conversations/12345/messages/67890",
        "text": "Hi, I'd like to add 5 credits to my account",
        "createTime": "2020-10-02T15:05:23.045123456Z",
      },
      "context": {
        "entryPoint": "PLACESHEET",
        "userInfo": {
          "displayName": "Michael",
          "userDeviceLocale": "en",
        },
        "resolvedLocale": "en",
      }
      "sendTime": "2020-10-02T15:05:24.045123456Z",
    }
    
  4. 客服人员会说:“我可以为您提供帮助。登录您的账号以 继续。”以及身份验证请求建议。

    clientIdscopes 由 OAuth 提供方定义。代理 根据 OAuth 提供方的codeChallenge 要求。

    curl -X POST "https://businessmessages.googleapis.com/v1/conversations/3333/messages" \
    -H "Content-Type: application/json" \
    -H "`oauth2l header --json path/to/service/account/key.json businessmessages`" \
    -d "{
      'messageId': '5555',
      'text': 'I can help you with that. Sign into your account to continue.',
      'suggestions': [
        {
          'AuthenticationRequest': {
            'clientId': 'oauth_client_id_1234567890',
            'codeChallenge': 'code_challenge',
            'scopes': [
              'account',
              'billing',
            ],
          },
        },
      ],
      'representative': {
        'avatarImage': 'https://oauth.agent/bot-avatar.jpg',
        'displayName': 'OAuth Agent',
        'representativeType': 'BOT'
      }
    }"
    
  5. 用户收到该消息,点按身份验证请求建议, 并登录其账号。

  6. 代理将收到一条消息,其中包含 authenticationResponse.code 字段。

    {
      "agent": "brands/1111/agents/2222",
      "conversationId": "3333",
      "customAgentId": "oauth",
      "requestId": "1234567895",
      "authenticationResponse": {
        "code": "fkhoe541658sfk684d135j186mngkjdrt5425415a2s1dfa68s4edf",
        },
      }
      "sendTime": "2020-10-02T15:01:24.045123456Z",
    }
    
  7. 代理与 OAuth 提供方通信,交换授权 用于访问令牌的代码并获取用户的账号信息。

  8. 代理会发送“感谢您登录。您目前有 2 个积分。接收者 确认,您希望我向您的账户充 5 个积分,并结算 默认付款方式?”显示消息“是”和“否”作为建议的回复。

    curl -X POST "https://businessmessages.googleapis.com/v1/conversations/3333/messages" \
    -H "Content-Type: application/json" \
    -H "`oauth2l header --json path/to/service/account/key.json businessmessages`" \
    -d "{
      'messageId': '7777',
      'text': 'Thanks for signing in. You currently have 2 credits. To confirm, you'd like to me to add 5 credits to your account and bill your default payment method?',
      'suggestions': [
        {
          'reply': {
            'text': 'Yes',
            'postbackData': 'process-transaction',
          },
        },
        {
          'reply': {
            'text': 'No',
            'postbackData': 'cancel-transaction',
          },
        },
      ],
      'representative': {
        'avatarImage': 'https://oauth.agent/bot-avatar.jpg',
        'displayName': 'OAuth Agent',
        'representativeType': 'BOT'
      }
    }"
    
  9. 用户点按“是”建议的回复。

    {
      "agent": "brands/1111/agents/2222",
      "conversationId": "3333",
      "customAgentId": "oauth",
      "requestId": "1234567898",
      "suggestionResponse": {
        "message": "conversations/333/messages/8888",
        "postbackData": "process-transaction",
        "createTime": "2020-10-02T15:01:26.045123456Z",
        "text": "Yes",
        "suggestionType": "REPLY",
      }
      "sendTime": "2020-10-02T15:01:27.045123456Z",
    }
    
  10. 代理使用 OAuth 访问令牌处理交易,然后发送 “太好了。我刚刚向您的账号添加了 5 个积分。在吗 还有什么我可以帮到您吗?”。

    curl -X POST "https://businessmessages.googleapis.com/v1/conversations/3333/messages" \
    -H "Content-Type: application/json" \
    -H "`oauth2l header --json path/to/service/account/key.json businessmessages`" \
    -d "{
      'messageId': '9999',
      'text': 'Great. I just added 5 credits to your account. Is there anything else I can help you with?',
      'representative': {
        'avatarImage': 'https://oauth.agent/bot-avatar.jpg',
        'displayName': 'OAuth Agent',
        'representativeType': 'BOT'
      }
    }"
    
  11. 用户发送“不用了”。

    {
      "agent": "brands/1111/agents/2222",
      "conversationId": "3333",
      "customAgentId": "oauth",
      "requestId": "123123133",
      "message": {
        "messageId": "4444",
        "name": "conversations/12345/messages/101010",
        "text": "No, thanks",
        "createTime": "2020-10-02T15:05:23.045123456Z",
      },
      "context": {
        "entryPoint": "PLACESHEET",
        "userInfo": {
          "displayName": "Michael",
          "userDeviceLocale": "en",
        },
        "resolvedLocale": "en",
      }
      "sendTime": "2020-10-02T15:05:28.045123456Z",
    }
    
  12. 代理会发送“感谢您与我们联系。祝您度过愉快的一天!”

    curl -X POST "https://businessmessages.googleapis.com/v1/conversations/3333/messages" \
    -H "Content-Type: application/json" \
    -H "`oauth2l header --json path/to/service/account/key.json businessmessages`" \
    -d "{
      'messageId': '11111111',
      'text': 'Thanks for contacting us. Have a great day!',
      'representative': {
        'avatarImage': 'https://oauth.agent/bot-avatar.jpg',
        'displayName': 'OAuth Agent',
        'representativeType': 'BOT'
      }
    }"