为了确保用户与代理之间的互动令人满意,Google 会在用户与代理的对话结束后向其发送调查问卷。如果您想收集不同时间(例如在对话结束时)的数据,可以在对话的上下文中发送调查问卷。调查问卷会显示在对话中,并可让用户根据问题提供各种选项的反馈。
Google 触发的问卷调查的时间取决于代理的消息功能可用性:
可用性 | 调查问卷时间 |
---|---|
仅限聊天机器人 | 最后一条消息后 30 分钟 |
仅人工 | 最后一条消息发出 24 个工时后 |
聊天机器人和人工 | 最后一条消息发出 24 个工时后 |
如果未来 7 天的工作时间少于 24 小时,我们会改为使用 24 小时。
您可以每 24 小时在每个对话中发送一份调查问卷。如果您在 Google 之前的对话中发送调查问卷,Google 不会向该对话发送调查问卷。如果您的代理在 24 小时内在同一个对话中发送多份调查问卷,Business Messages 仅会尝试向用户发送第一份调查问卷。
完成调查后,用户下一次开始与代理对话时,代理会显示greeting。如果用户没有回复调查问卷,则调查问卷将在 7 天后过期,并且用户在调查问卷过期后的下一次对话中看到问候语。
如果用户在对话过程中发送了与调查问卷无关的消息,Business Messages 会取消调查问卷并将用户的消息发送到代理的 webhook。
如果您不向用户发送调查问卷,您的代理仍会通过您的网络钩子接收 Google 调查问卷的结果,并应相应地接受和处理这些结果。
问题
调查问卷最多可包含五个问题,分为三个类别:必需、模板和自定义。调查问卷始终包含所需的问题,然后最多显示两个模板问题,最多显示两个自定义问题。
必填问题
必需问题已在 Business Messages 支持的所有语言区域中进行本地化。用户可以使用“我喜欢”或“不喜欢”来回复。
必选问题:“这项消息传递服务能否满足您的 AGENT_NAME 需求?”
模板问题
模板问题是可选的,由 Google 定义,在 Business Messages 支持的所有语言区域中进行本地化。一份调查问卷最多可包含两个模板问题。用户响应格式因问题而异。
模板问题包括
- 你与“AGENT_NAME”发送消息的体验如何?
- 你将AGENT_NAME推荐给好友的可能性有多大?
- 下次与 AGENT_NAME 联系时,您选择消息功能的可能性有多大?
- 总体而言,你觉得与AGENT_NAME互动容易吗?
- 您对以下说法的赞同程度如何: AGENT_NAME 让我能够轻松处理我的问题。
- 请评价您对支持人员的整体满意度。
- 此聊天会话是否有助于您避免向 AGENT_NAME 拨打电话?
要查看所有可用模板问题的列表并获取模板 ID,请执行以下操作:
- 打开 Business Communications 开发者控制台,然后使用您的 Business Messages Google 帐号登录。
- 选择您的代理。
- 在左侧导航栏中,点击调查问卷。
自定义问题
一份调查问卷最多可包含两个自定义问题。如果您指定自定义问题,请为您的代理支持的每个语言区域添加问题版本。您必须针对默认语言区域指定每个问题的版本。如果用户接收了调查问卷,但其所在语言区域没有指定自定义问题版本,则问题会按照代理的默认语言区域中定义的方式显示。
与建议的回复类似,对自定义问题的响应支持单独的文本和回传数据。
自定义调查问卷
如需为客服人员自定义调查问卷,请按以下步骤操作:
- 打开 Business Communications 开发者控制台,然后使用您的 Business Messages Google 帐号登录。
- 选择您的代理。
- 在左侧导航栏中,点击调查问卷。
- 最多可向调查问卷中添加两个可用的模板问题。
- 点击创建自定义问题,将自定义问题添加到您的调查问卷中。
如需了解格式设置和值选项,请参阅 surveyConfig
。
发送调查问卷
如需发送调查问卷,请运行以下命令。请将 CONVERSATION_ID 替换为您要向其发送调查问卷的对话的标识符,并将 SURVEY_ID 替换为调查问卷的唯一标识符。
cURL
# Copyright 2021 Google LLC # # Licensed under the Apache License, Version 2.0 (the "License"); # you may not use this file except in compliance with the License. # You may obtain a copy of the License at # https://www.apache.org/licenses/LICENSE-2.0 # Unless required by applicable law or agreed to in writing, software # distributed under the License is distributed on an "AS IS" BASIS, # WITHOUT WARRANTIES OR CONDITIONS OF ANY KIND, either express or implied. # See the License for the specific language governing permissions and # limitations under the License. # This code sends a survey to the user: # Read more: https://developers.google.com/business-communications/business-messages/guides/how-to/message/surveys?hl=en # Replace the __CONVERSATION_ID__ with a conversation id that you can send messages to # Make sure a service account key file exists at ./service_account_key.json curl -X POST "https://businessmessages.googleapis.com/v1/conversations/__CONVERSATION_ID__/surveys?surveyId=f4bd7576-6c2e-4674-9db4-d697166f63ce" \ -H "Content-Type: application/json" \ -H "User-Agent: curl/business-messages" \ -H "$(oauth2l header --json ./service_account_key.json businessmessages)"
Node.js
/** * This code sends a survey to the user: * Read more: https://developers.google.com/business-communications/business-messages/guides/how-to/message/surveys?hl=en * * This code is based on the https://github.com/google-business-communications/nodejs-businessmessages Node.js * Business Messages client library. */ /** * Edit the values below: */ const PATH_TO_SERVICE_ACCOUNT_KEY = './service_account_key.json'; const CONVERSATION_ID = 'EDIT_HERE'; const businessmessages = require('businessmessages'); const uuidv4 = require('uuid').v4; const {google} = require('googleapis'); // Initialize the Business Messages API const bmApi = new businessmessages.businessmessages_v1.Businessmessages({}); // Set the scope that we need for the Business Messages API const scopes = [ 'https://www.googleapis.com/auth/businessmessages', ]; // Set the private key to the service account file const privatekey = require(PATH_TO_SERVICE_ACCOUNT_KEY); /** * Posts a survey to the Business Messages API. * * @param {string} conversationId The unique id for this user and agent. */ async function sendSurvey(conversationId) { const authClient = await initCredentials(); // Create the payload for creating a new survey const apiParams = { auth: authClient, parent: 'conversations/' + conversationId, surveyId: uuidv4(), resource: {} }; // Call the message create function using the // Business Messages client library bmApi.conversations.surveys.create(apiParams, {auth: authClient}, (err, response) => { console.log(err); console.log(response); }); } /** * 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); } }); }); } sendSurvey(CONVERSATION_ID);
Java
import com.google.api.client.googleapis.services.AbstractGoogleClientRequest; import com.google.api.client.http.HttpBackOffUnsuccessfulResponseHandler; import com.google.api.client.http.HttpRequest; 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.client.util.ExponentialBackOff; import com.google.api.services.businessmessages.v1.Businessmessages; import com.google.api.services.businessmessages.v1.model.*; import java.io.FileInputStream; import java.util.Arrays; import java.util.UUID; class SendSurveySnippet { /** * Initializes credentials used by the Business Messages API. */ private static Businessmessages.Builder getBusinessMessagesBuilder() { Businessmessages.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/businessmessages")); credential.refreshToken(); HttpTransport httpTransport = GoogleNetHttpTransport.newTrustedTransport(); JacksonFactory jsonFactory = JacksonFactory.getDefaultInstance(); // Create instance of the Business Messages API builder = new Businessmessages .Builder(httpTransport, jsonFactory, null) .setApplicationName("Sample Application"); // Set the API credentials and endpoint builder.setHttpRequestInitializer(credential); } catch (Exception e) { e.printStackTrace(); } return builder; } public static void main(String args[]) { try { String conversationId = "CONVERSATION_ID"; // Create client library reference Businessmessages.Builder builder = getBusinessMessagesBuilder(); // Create a new survey to send to the user associated with the conversationId Businessmessages.Conversations.Surveys.Create request = bmBuilder.build().conversations().surveys() .create("conversations/" + conversationId, new BusinessMessagesSurvey()); request.setSurveyId(UUID.randomUUID().toString()); // Setup retries with exponential backoff HttpRequest httpRequest = ((AbstractGoogleClientRequest) request).buildHttpRequest(); httpRequest.setUnsuccessfulResponseHandler(new HttpBackOffUnsuccessfulResponseHandler( new ExponentialBackOff())); // Execute request httpRequest.execute(); } catch (Exception e) { e.printStackTrace(); } } }
Python
"""This code sends a survey to the user. Read more: https://developers.google.com/business-communications/business-messages/guides/how-to/message/surveys?hl=en This code is based on the https://github.com/google-business-communications/python-businessmessages Python Business Messages client library. """ import uuid from businessmessages import businessmessages_v1_client as bm_client from businessmessages.businessmessages_v1_messages import BusinessmessagesConversationsSurveysCreateRequest from businessmessages.businessmessages_v1_messages import BusinessMessagesSurvey from oauth2client.service_account import ServiceAccountCredentials # Edit the values below: path_to_service_account_key = './service_account_key.json' conversation_id = 'EDIT_HERE' credentials = ServiceAccountCredentials.from_json_keyfile_name( path_to_service_account_key, scopes=['https://www.googleapis.com/auth/businessmessages']) client = bm_client.BusinessmessagesV1(credentials=credentials) # Create the survey request survey_request = BusinessmessagesConversationsSurveysCreateRequest( surveyId=str(uuid.uuid4().int), parent='conversations/' + conversation_id, businessMessagesSurvey=BusinessMessagesSurvey()) # Send the survey bm_client.BusinessmessagesV1.ConversationsSurveysService( client=client).Create(request=survey_request)
如需了解格式设置和值选项,请参阅 conversations.surveys
。
接收调查问卷回复
当用户回复调查问卷中的问题时,代理会通过其网络钩子接收回复。接收和处理调查问卷回复的方式与接收消息相同。
调查问卷中的所有问题都具有相同的 surveyResponse.survey
值。如果您的调查问卷包含多个问题,请确保您的基础架构接受具有相同 surveyResponse.survey
值的多个回复,并通过 surveyResponse.surveyQuestionId
字段标识各个问题。
调查问卷回复的文本值显示在 surveyResponse.questionResponseText
中。对于必选问题和模板问题,Business Messages 会返回“我喜欢”响应(作为 VERY_SATISFIED
)和“不喜欢”响应(作为 VERY_DISSATISFIED
)。如果自定义问题响应包含表情符号,最佳做法是依靠 surveyResponse.questionResponsePostbackData
,而不是尝试解析 Unicode 值。
调查问卷回复采用以下格式。
{ "agent": "brands/BRAND_ID/agents/AGENT_ID", "sendTime": "SEND_TIME", "conversationId": "CONVERSATION_ID", "requestId": "REQUEST_ID", "surveyResponse": { "survey": "conversations/CONVERSATION_ID/surveys/SURVEY_ID", "rating": "SURVEY_RATING", "createTime": "CREATE_TIME", "surveyQuestionId": "QUESTION_ID", "questionResponseText": "RESPONSE_TEXT", "questionResponsePostbackData": "RESPONSE_POSTBACK_DATA", "questionType": "QUESTION_TYPE", "questionIndex": QUESTION_INDEX, "totalQuestionCount": TOTAL_QUESTION_COUNT, "surveyTriggerSource": "TRIGGER_SOURCE" } }
如需了解格式设置和值选项,请参阅 UserMessage
和 SurveyResponse
。