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微信公眾平台開發多客服

高洛峰

Feb 24, 2017 pm 05:05 PM

在這篇微信大眾平台開發教學中，我們將介紹如何使用開發模式實現多客服系統。

本文分為以下三個部分：

回覆多客服訊息

觸發多客服會話

其他說明

一、回覆多客服訊息

在新的微信協定中，開發模式也可以連接到客服系統。開發者如果需要讓用戶使用客服系統，需要在接收到用戶發送的訊息時，回傳一個MsgType為transfer_customer_service的訊息，微信伺服器在收到這則訊息時，會把用戶這次發送的和以後一段時間內發送的訊息轉發客服系統。

傳回的訊息舉例如下

<xml>
    <ToUserName><![CDATA[touser]]></ToUserName>
    <FromUserName><![CDATA[fromuser]]></FromUserName>
    <CreateTime>1399197672</CreateTime>
    <MsgType><![CDATA[transfer_customer_service]]></MsgType>
</xml>

該訊息的實作如下

//回复多客服消息
    private function transmitService($object)
    {
        $xmlTpl = "<xml>
<ToUserName><![CDATA[%s]]></ToUserName>
<FromUserName><![CDATA[%s]]></FromUserName>
<CreateTime>%s</CreateTime>
<MsgType><![CDATA[transfer_customer_service]]></MsgType>
</xml>";
        $result = sprintf($xmlTpl, $object->FromUserName, $object->ToUserName, time());
        return $result;
    }

二、觸發多客服會話

一般情況下，使用者想要諮詢問題是，經常會問“你好”，“在嗎”，這樣的問題。

我們以這些詞為觸發關鍵字，當用戶發送的文字訊息內容中包含這些詞的時候，就返回多客服訊息給用戶（用戶在微信端感覺不到任何內容，但微信公眾帳號會將用戶本次及以後一段時間的訊息轉寄到客服）。

實作程式碼如下：

//接收文本消息
    private function receiveText($object)
    {
        $keyword = trim($object->Content);
        if (strstr($keyword, "投诉") || strstr($keyword, "你好") || strstr($keyword, "在吗")){
            $result = $this->transmitService($object);
        }

        return $result;
    }

三、完整程式碼

responseMsg();
}else{
    $wechatObj->valid();
}

class wechatCallbackapiTest
{
    //验证消息
    public function valid()
    {
        $echoStr = $_GET["echostr"];
        if($this->checkSignature()){
            echo $echoStr;
            exit;
        }
    }

    //检查签名
    private function checkSignature()
    {
        $signature = $_GET["signature"];
        $timestamp = $_GET["timestamp"];
        $nonce = $_GET["nonce"];
        $token = TOKEN;
        $tmpArr = array($token, $timestamp, $nonce);
        sort($tmpArr, SORT_STRING);
        $tmpStr = implode($tmpArr);
        $tmpStr = sha1($tmpStr);

        if($tmpStr == $signature){
            return true;
        }else{
            return false;
        }
    }

    //响应消息
    public function responseMsg()
    {
        $postStr = $GLOBALS["HTTP_RAW_POST_DATA"];
        if (!empty($postStr)){
            $this->logger("R ".$postStr);
            $postObj = simplexml_load_string($postStr, 'SimpleXMLElement', LIBXML_NOCDATA);
            $RX_TYPE = trim($postObj->MsgType);

            switch ($RX_TYPE)
            {
                case "event":
                    $result = $this->receiveEvent($postObj);
                    break;
                case "text":
                    $result = $this->receiveText($postObj);
                    break;
            }
            $this->logger("T ".$result);
            echo $result;
        }else {
            echo "";
            exit;
        }
    }

    //接收事件消息
    private function receiveEvent($object)
    {
        switch ($object->Event)
        {
            case "subscribe":
                $content[] = array("Title" =>"欢迎关注方倍工作室", "Description" =>"使用方法：\n1.发送快递单号,例如6367532560,可查询快递详情", "PicUrl" =>"http://www.3856.cc/weixin/weixin/logo.jpg", "Url" =>"");
                break;
            default:
                $content = "receive a new event: ".$object->Event;
                break;
        }
        
        if(is_array($content)){
            if (isset($content[0])){
                $result = $this->transmitNews($object, $content);
            }else if (isset($content['MusicUrl'])){
                $result = $this->transmitMusic($object, $content);
            }
        }else{
            $result = $this->transmitText($object, $content);
        }
        return $result;
    }

    //接收文本消息
    private function receiveText($object)
    {
        $keyword = trim($object->Content);
        if($keyword == "时间" || $keyword == "测试"){
            $content = date("Y-m-d H:i:s",time());
            $result = $this->transmitText($object, $content);
        }
        //触发多客服模式
        else if (strstr($keyword, "您好") || strstr($keyword, "你好") || strstr($keyword, "在吗") || strstr($keyword, "有人吗")){
            $result = $this->transmitService($object);
            return $result;
        }
        return $result;
    }

    private function transmitText($object, $content)
    {
        $textTpl = "


%s


";
        $result = sprintf($textTpl, $object->FromUserName, $object->ToUserName, time(), $content);
        return $result;
    }

    private function transmitNews($object, $newsArray)
    {
        if(!is_array($newsArray)){
            return;
        }
        $itemTpl = "    
        <![CDATA[%s]]>
        
        
        
    
";
        $item_str = "";
        foreach ($newsArray as $item){
            $item_str .= sprintf($itemTpl, $item['Title'], $item['Description'], $item['PicUrl'], $item['Url']);
        }
        $newsTpl = "


%s


%s

$item_str
";

        $result = sprintf($newsTpl, $object->FromUserName, $object->ToUserName, time(), count($newsArray));
        return $result;
    }

    private function transmitMusic($object, $musicArray)
    {
        $itemTpl = "
    <![CDATA[%s]]>
    
    
    
";

        $item_str = sprintf($itemTpl, $musicArray['Title'], $musicArray['Description'], $musicArray['MusicUrl'], $musicArray['HQMusicUrl']);

        $textTpl = "


%s

$item_str
";

        $result = sprintf($textTpl, $object->FromUserName, $object->ToUserName, time());
        return $result;
    }
    
    //回复多客服消息
    private function transmitService($object)
    {
        $xmlTpl = "<xml>
<ToUserName><![CDATA[%s]]></ToUserName>
<FromUserName><![CDATA[%s]]></FromUserName>
<CreateTime>%s</CreateTime>
<MsgType><![CDATA[transfer_customer_service]]></MsgType>
</xml>";
        $result = sprintf($xmlTpl, $object->FromUserName, $object->ToUserName, time());
        return $result;
    }
    
    private function logger($log_content)
    {
        if(isset($_SERVER['HTTP_APPNAME'])){   //SAE
            sae_set_display_errors(false);
            sae_debug($log_content);
            sae_set_display_errors(true);
        }else if($_SERVER['REMOTE_ADDR'] != "127.0.0.1"){ //LOCAL
            $max_size = 10000;
            $log_filename = "log.xml";
            if(file_exists($log_filename) and (abs(filesize($log_filename)) > $max_size)){unlink($log_filename);}
            file_put_contents($log_filename, date('H:i:s')." ".$log_content."\r\n", FILE_APPEND);
        }
    }
}
?>