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根据您的偏好保存内容并对其进行分类。
本页介绍了在设计 Google Chat 应用时如何考虑用户的需求。无论您的 Chat 应用是支持数千人的全球分布式团队，还是仅支持一个人，请务必在设计过程中纳入目标用户，确保您的 Chat 应用能够帮助所有向其发送消息的用户。
探索 Chat 应用
考虑一下目标用户首次发现您的聊天应用的位置。发布 Chat 应用时，请考虑用户可以在哪些位置找到该应用。
例如，不要假设用户知道您的聊天应用是做什么的。请确保 Chat 应用的名称能够反映其实际功能或其集成的服务。
熟悉聊天应用
您的 Chat 应用可能是用户与 Chat 应用的首次互动。请勿假设用户知道聊天应用的运作方式。聊天应用命令和对话框等功能可能会让部分用户感到困惑，因此请向他们提供说明。
例如，在提示用户发出斜杠命令时，我们建议采用以下格式：
此提示之所以有用，是因为：
- 准确告知用户需要输入的内容。
- 使用特殊格式设置，使
/createContact 斜杠命令在周围的文本中突出显示。
- 说明斜杠命令的目标。
如需详细了解如何通过其他互动聊天应用功能帮助用户，请参阅设计用户互动。
地理位置
确定您的用户在世界各地使用 Chat 应用的情况。通常，Chat 室中的人员分布在世界各地，这意味着他们处于不同的时区。如果您的 Chat 应用会向用户或聊天室发送通知，请注意发送时间。
例如，以下聊天应用会通知当周的轮班审核人员。不过，如果团队的一部分成员在纽约，另一部分成员在加利福尼亚，我们建议您将 Chat 应用配置为在所有用户都方便的时间发送消息。
如果您的 Chat 应用直接提及用户，请考虑在发送通知之前，通过 Calendar API 检查该用户的时区。如果是在该用户的工作时间以外，请考虑不提及对方就发送消息，或者等到对方开始工作后再发送。
语言
您的 Chat 应用可以多种语言回复用户。如需支持多种语言，您的 Chat 应用必须检查用户的首选语言，并相应地本地化其内容。
对于 Chat 聊天室，请向 Chat 应用的配置设置添加语言选项。用户在聊天室中设置语言后，您的 Chat 应用可以使用聊天室的首选语言回复消息。
如需查看用户的首选语言，请执行以下操作：
- 从 Google Chat API 中的
User 类型获取 User.name。
- 在 Directory API 中将
User.name 映射到 user.id。
- 在 Directory API 中获取指定
user.id 的 user.languages[]。
Google Chat 可在电脑和移动设备上使用。电脑提供了充足的屏幕空间，用户可能更愿意接受包含大量按钮和选项的信息密集型消息。在移动设备上，由于屏幕尺寸有限，用户更喜欢简洁明了的消息。
尽量每张卡片显示不超过 3 个按钮。如果您需要更多，请考虑改为启动对话框。对话框可以显示一系列卡片，与尝试在单个卡片消息中收集所有信息相比，这种方式可以更轻松地收集大量用户输入。
在多部不同尺寸的设备上测试您的聊天应用，确保其信息呈现方式易于理解。
Voice and tone
由于 Chat 应用是基于文本的界面，因此撰写清晰、简洁且可操作的消息可确保用户成功。为 Chat 应用撰写消息时，请参阅 Google Material Design 文案撰写指南。
每个 Chat 应用都各不相同，但为了与 Chat 用户进行有效沟通，您的 Chat 应用的语气和语调应传达以下特征：
专业。您的 Chat 应用可能正在帮助工作中的人们。确保其个性适合专业环境，否则可能会显得突兀和不恰当。
Authentic。聊天应用可以使用口语，但不应假装是人类。避免为聊天应用指定性别，或指定可能会与人混淆的名称。添加一些个性元素是不错的，但您的聊天应用应侧重于实用性。
体贴。考虑周全且不具侵入性。您的 Chat 应用不应不必要地或反复打扰用户。努力预测用户需求并提供解决方案。
高效。请注意，大多数用户并不想进行长时间的对话。通过专注于聊天应用体验，帮助用户完成任务。避免说所有内容，而只说最重要的内容。如果您确实需要传达大量信息，请将长消息拆分为多条短消息。尽量让每条消息只包含一个号召性用语，并尽可能提供相关信息。
鼓励。在用户探索您的 Chat 应用时，请保持乐观友好的态度。用户应始终知道如何朝着自己的目标前进，尤其是在遇到错误时，例如要求 Chat 应用执行它无法执行的操作时。坦诚地告知用户他们遇到了错误或限制，并告知他们如何继续操作。
具有不同权限、角色和数据访问权限的用户
在 Google Workspace 和其他系统中，Chat 中的用户拥有不同的权限和数据访问权限。一个 Chat 聊天室可以包含管理员、经理、销售人员和客户。以下是在构建聊天应用时需要考虑的一些与权限相关的场景：
对 Chat 扩展应用的访问权限受限
Google Workspace 管理员可以限制哪些人可以在 Google Chat 中访问 Chat 应用。如需了解详情，请参阅 Google Workspace Marketplace 文档中的确定应用的受众群体。
身份验证
提示客户对客户的 Google Workspace 网域进行身份验证可能无法正常运作，并且可能会让用户感到困惑和沮丧。为此可能性编写可操作的错误消息。
如果用户对某个 Chat 应用进行身份验证以分享敏感信息（例如财务数据或健康数据），最好将该 Chat 应用限制为仅在 1 对 1 私信中使用，这样该 Chat 应用就不会在其他人可能会看到的聊天室中意外泄露敏感信息。在 Google Cloud 控制台中配置此类 Chat 应用时，请确保配置页面中的加入聊天室和群组对话复选框处于未选中状态。
公司员工与客户共用一个 Chat 聊天室是很常见的。Chat 应用可以极大地促进员工与客户之间的互动，但如果您的 Chat 应用与客户共享聊天室，请务必考虑该应用可能会泄露哪些数据。
例如，假设您的聊天应用会分享客户支持请求的详细信息。如果您的 Chat 应用在与其他客户共享的 Chat 聊天室中分享客户支持请求，可能会意外向不应看到客户信息的人员透露客户信息。
如未另行说明，那么本页面中的内容已根据知识共享署名 4.0 许可获得了许可，并且代码示例已根据 Apache 2.0 许可获得了许可。有关详情，请参阅 Google 开发者网站政策。Java 是 Oracle 和/或其关联公司的注册商标。
最后更新时间 (UTC)：2025-08-29。
[null,null,["最后更新时间 (UTC)：2025-08-29。"],[[["\u003cp\u003eWhen designing your Google Chat app, prioritize user needs by considering factors like app discoverability and user familiarity with Chat app features.\u003c/p\u003e\n"],["\u003cp\u003eAccount for global users by considering time zones and offering multi-language support to enhance user experience.\u003c/p\u003e\n"],["\u003cp\u003eOptimize your Chat app for both web and mobile platforms, ensuring clear and concise messaging while adapting to screen size limitations.\u003c/p\u003e\n"],["\u003cp\u003eMaintain a professional, authentic, and considerate tone in your Chat app's communication, prioritizing user efficiency and providing clear error handling.\u003c/p\u003e\n"],["\u003cp\u003eBe mindful of user permissions and data access, ensuring sensitive information is shared appropriately and avoiding unintended data exposure in shared spaces.\u003c/p\u003e\n"]]],["When designing a Google Chat app, prioritize user needs by considering their discovery, familiarity with Chat apps, geography, and preferred language. Ensure clear, concise communication with a professional, authentic, considerate, efficient, and encouraging voice. Optimize for both web and mobile platforms, and be mindful of varying user permissions and data access. Protect sensitive data and avoid accidental information leaks in shared spaces. Tailor messages based on user preferences and test across different devices.\n"],null,["# Identify your users' needs\n\nThis page describes how to account for your users' needs when designing a\nGoogle Chat app. Whether your Chat app\nsupports a globally distributed team of thousands or just one person, ensure\nyour Chat app helps everyone who messages it by\nincluding the intended user in your design process.\n\nDiscover your Chat app\n----------------------\n\nConsider where your intended users can discover your\nChat app for the first time. When you\n[publish your Chat app](/workspace/marketplace/how-to-publish),\nthink about where users can find it.\n\nFor example, don't assume that users know what your\nChat app does. Make sure your\nChat app's name reflects what it actually does, or the\nservice that it integrates with.\n\nFamiliarity with Chat apps\n--------------------------\n\nYour Chat app might be the first interaction a user has\nhad with Chat apps. Don't assume that users know how a\nChat app works. Features like\n[Chat app commands](/workspace/chat/commands)\nand\n[dialogs](/workspace/chat/dialogs)\nmight confuse some users, so give them instructions.\n\nFor example, when prompting the user to issue a slash command, we recommend the\nfollowing format:\n\nThis prompt is helpful for the following reasons:\n\n- Tells the user exactly what they need to type.\n- Uses special formatting to make the `/createContact` slash command stand out from the surrounding text.\n- States the goal of the slash command.\n\nTo learn more about how to help users with other interactive\nChat app features, see\n[Design user interactions](/workspace/chat/interactivity).\n\nGeography\n---------\n\nIdentify where in the world your users use your\nChat app. Oftentimes, people in a Chat\nspace are located all over the world, which means that they're working in\ndifferent time zones. If your Chat app sends\nnotifications to users or spaces, be mindful of the time of day.\n\nFor example, the following Chat app notifies whomever\nis the on-call reviewer for the week. But, if part of the team is in New York,\nand part of the team is in California, we recommend configuring the\nChat app to send a message at a time that is convenient\nfor all users.\n\nIf your Chat app\n[mentions a user directly](/workspace/chat/format-messages#messages-@mention),\nconsider checking that user's timezone in the\n[Calendar API](/workspace/calendar/api/v3/reference/calendars)\nbefore sending the notification. If it's outside that user's working hours,\nconsider sending the message without a mention, or waiting until their work day\nbegins.\n\nLanguage\n--------\n\nYour Chat app can respond to users in multiple\nlanguages. To support more than one language, your\nChat app must check for a user's preferred language\nand localize its content accordingly.\n\nFor Chat spaces, add a language option to the\nChat app's configuration settings. After users set a\nlanguage in the space, your Chat app can respond to\nmessages using the space's preferred language.\n\nTo check a user's preferred language:\n\n1. Get `User.name` from the [`User`](/workspace/chat/api/reference/rest/v1/User) type in the Google Chat API.\n2. Map `User.name` to [`user.id`](/workspace/admin/directory/reference/rest/v1/users) in the Directory API.\n3. Get `user.languages[]` for the given `user.id` in the Directory API.\n\nPlatform: web versus mobile\n---------------------------\n\nGoogle Chat is available on computers and mobile devices. Computers offer lots\nof screen space where users might be more accepting of information-dense\nmessages with lots of buttons and options. On mobile devices, users appreciate\nsuccinct messages due to the limited screen size.\n\nTry to show three or fewer buttons per card. If you need more, consider\nlaunching a\n[dialog](/workspace/chat/dialogs) instead. Dialogs can present a series of cards\nthat make gathering lots of user input a friendlier experience than trying to\ncollect all of the information in a single card message.\n\nTest your Chat app on multiple devices of varying sizes\nto make sure its presentation of information is digestible.\n\nVoice and tone\n--------------\n\nBecause Chat apps are text-based interfaces, writing clear,\nconcise, and actionable messages ensures user success. When writing messages for\nyour Chat app, consult the\n[Google Material Design writing guidelines](https://material.io/design/communication/writing.html).\n\nEach Chat app is different, but to communicate\neffectively with Chat users, your\nChat app's voice and tone should convey the following\ncharacteristics:\n\n- **Professional**. Your Chat app might be helping\n people at work. Make sure its personality fits into a professional setting,\n or it might feel jarring and inappropriate.\n\n- **Authentic**. Chat apps can speak colloquially, but\n shouldn't pretend to be human. Avoid giving your\n Chat app a gender, or a name that could be confused\n with a person. Including a little character is good, but your\n Chat app should focus on its utility.\n\n- **Considerate**. Be thoughtful and noninvasive. Your\n Chat app shouldn't bother users unnecessarily or\n repeatedly. Strive to anticipate user needs and offer solutions.\n\n- **Efficient**. Recognize that most users aren't looking for a long\n conversation. Help people complete tasks by keeping the\n Chat app experience focused. Avoid saying\n everything in favor of saying the most important things. If you do need to\n convey a large amount of information, break long messages into multiple\n short messages. Try to limit each message to one call to action, and make\n the information presented as relevant as possible.\n\n- **Encouraging**. Be optimistic and friendly with users as they explore your\n Chat app. Users should always know how to move\n ahead towards their goal, especially if they encounter an error, like asking\n your Chat app to do something that it can't.\n Honestly tell users that they've encountered an error or limitation, and\n tell them how to proceed.\n\nUsers with different permissions, roles, and data access\n--------------------------------------------------------\n\nPeople in Chat have different permissions and data access in\nGoogle Workspace and other systems. A single Chat space could\ninclude administrators, managers, sales people, and customers. These are some of\nthe permission-related scenarios to consider while building your\nChat app:\n\n### Limited access to Chat apps\n\nGoogle Workspace administrators can limit who has access to\nChat apps in Google Chat. For more information, see\n[Determine the audience for your app](/workspace/marketplace/how-to-publish#audience)\nin the Google Workspace Marketplace documentation.\n\n### Authentication\n\nPrompting a customer to authenticate to a customer's Google Workspace\ndomain might not work, and might confuse and frustrate the user. Account for\nthis possibility by writing an [actionable error message](/workspace/chat/write-error-messages).\n\n### Share sensitive information in Chat spaces\n\nIf a user authenticates a Chat app to share sensitive\ninformation, like financial or health data, it might be best to limit that\nChat app to 1:1 direct messages so that the\nChat app doesn't accidentally reveal sensitive\ninformation in a Chat space where others might see it. When\nconfiguring this type of Chat app in the\nGoogle Cloud console, on the\n[**Configuration** page](https://console.cloud.google.com/apis/api/chat.googleapis.com/hangouts-chat),\nmake sure that the **Join spaces and group conversations** checkbox is cleared\nand unselected.\n\n### Share information in Chat spaces that include customers\n\nIt's common for employees of a company to share a Chat space with\ncustomers. Your Chat app can be a real boon to\nemployee-customer interactions, but if your Chat app\nshares a space with customers, it's important to consider what data your\nChat app might reveal.\n\nFor example, say your Chat app shares customer case\ndetails. If your Chat app shares a customer case in a\nChat space shared with other customers, it might accidentally\nreveal customer information to people who shouldn't see it.\n\nRelated topics\n--------------\n\n- [Write actionable error messages](/workspace/chat/write-error-messages)\n- [Define all user journeys](/workspace/chat/journeys)"]]
