微信客服消息发送

微信客服消息机制

如果公众号处于开发模式，普通微信用户向公众号发消息时，微信服务器会先将消息POST到开发者填写的url上，如果希望将消息转发到客服系统，则需要开发者在响应包中返回MsgType为transfer_customer_service的消息，微信服务器收到响应后会把当次发送的消息再转发至客服系统。

因此处于开发模式中，普通微信用户向公众号发送的任何消息，都会经过后端服务器（客服和普通用户创建会话除外）。

微信官方提供的API有以下：

• 消息转发至微信客服系统
• 消息转发至指定客服
• 创建客服与微信用户的会话
• 关闭客服与微信用户的会话
• 获取客服聊天记录（目前只支持文本消息）
• 获取客服会话列表
• 获取未接入会话列表
• 客服接口发送消息

当创建客服会话和关闭客服会话时，微信会给后端系统事件通知

创建会话事件通知

<xml>
<ToUserName><![CDATA[gh_47bd9550a0a1]]></ToUserName>
<FromUserName><![CDATA[oFTYt0l9wQDDhwmx1js_d1T6zZkw]]></FromUserName>
<CreateTime>1530688486</CreateTime>
<MsgType><![CDATA[event]]></MsgType>
<Event><![CDATA[kf_create_session]]></Event>
<KfAccount><![CDATA[kf2004@testttmwsh]]></KfAccount>
</xml>

关闭会话事件通知

<xml>
<ToUserName><![CDATA[gh_47bd9550a0a1]]></ToUserName>
<FromUserName><![CDATA[oFTYt0l9wQDDhwmx1js_d1T6zZkw]]></FromUserName>
<CreateTime>1530688335</CreateTime>
<MsgType><![CDATA[event]]></MsgType>
<Event><![CDATA[kf_close_session]]></Event>
<KfAccount><![CDATA[kf2004@testttmwsh]]></KfAccount>
<CloseType><![CDATA[KF]]></CloseType>
</xml>

本文主要简单介绍客服消息的发送、客服会话创建、客服会话关闭三个接口。

客服消息的发送

接口调用请求说明

http请求方式: POST
https://api.weixin.qq.com/cgi-bin/message/custom/send?access_token=ACCESS_TOKEN

发送文本消息

{
    "touser":"OPENID",
    "msgtype":"text",
    "text":
    {
         "content":"Hello World"
    }
}

实现流程

构建CustomerTextData类封装文本数据

public class CustomerTextData implements Serializable{
    private String touser;
    private String msgtype = "text";
    private Map<String,Object> text;

    public String getTouser() {
        return touser;
    }

    public void setTouser(String touser) {
        this.touser = touser;
    }

    public String getMsgtype() {
        return msgtype;
    }

    public void setMsgtype(String msgtype) {
        this.msgtype = msgtype;
    }

    public Map<String, Object> getText() {
        return text;
    }

    public void setText(Map<String, Object> text) {
        this.text = text;
    }
}

构建CustomerMessageService服务来发送客服消息

public class CustomerMessageService extends BaseService {    

    public static String CUSTOMER_SERVICE_MESSAGE_URL = "https://api.weixin.qq.com/cgi-bin/message/custom/send";
    
    public void pushTextMessage(String msg, String openId) {     
        try {                
            //设置客服消息发送接口的URL     
            setApiURL(CUSTOMER_SERVICE_MESSAGE_URL);                
            //构建客服消息数据     
            List<NameValuePair> nameValuePairs = new ArrayList<>();     
            nameValuePairs.add(new BasicNameValuePair("access_token", this.getAccessToken()));     
            CustomerTextData data = new CustomerTextData();     
            data.setTouser(openId);
            Map<String, Object> text = Maps.newHashMap();     
            text.put("content", msg);
            data.setText(text);     
            String result = sendPost(nameValuePairs, JSON.toJSONString(data));                
            //打印客服消息发送日志     
            logger.info("push textMessage result :{}", result);     
        } catch (Exception e) {     
            logger.error("textMessage error msg:{},openId:{}", msg, openId, e);     
        }     
    }
}  

客服会话创建

此接口在客服和用户之间创建一个会话，如果该客服和用户会话已存在，则直接返回0。指定的客服帐号必须已经绑定微信号且在线。

接口调用请求说明

http请求方式: POST
https://api.weixin.qq.com/customservice/kfsession/create?access_token=ACCESS_TOKEN
POST数据示例如下：
   {
      "kf_account" : "test1@test",
      "openid" : "OPENID"
   }

同样在CustomerMessageService服务中来实现客服会话的创建

public class CustomerMessageService extends BaseService {    

    public static String CUSTOMER_SERVICE_CREATE_CHAT_URL = "https://api.weixin.qq.com/customservice/kfsession/create";
    
    public void creatSession(String openId, String kfAccount) {     
        try {                
            //设置创建客服会话接口的URL     
            setApiURL(CUSTOMER_SERVICE_CREATE_CHAT_URL);                
            //构建创建客服会话数据     
            List<NameValuePair> nameValuePairs = new ArrayList<>();     
            nameValuePairs.add(new BasicNameValuePair("access_token", this.getAccessToken()));     
            Map<String, Object> creatData = Maps.newHashMap();     
            createData.put("openid", openId);
            createData.put("kf_account",kfAccount);     
            String result = sendPost(nameValuePairs, JSON.toJSONString(createData));                
            //打印客服消息发送日志     
            logger.info("create session param : {} result :{} ",createData, result);     
        } catch (Exception e) {     
            logger.error("create session openId : {} kfAccount : {}", openId, kfAccount, e);     
        }     
    }
}

接口调用请求说明

http请求方式: POST
   https: //api.weixin.qq.com/customservice/kfsession/close?access_token=ACCESS_TOKEN
   POST数据示例如下：
   {
      "kf_account":"test1@test" ,
      "openid": "OPENID"
   }

同样在CustomerMessageService服务中来实现客服会话的关闭

public class CustomerMessageService extends BaseService {    

    public static String CUSTOMER_SERVICE_CLOSE_CHAT_URL = "https://api.weixin.qq.com/customservice/kfsession/close";
    
    public void creatSession(String openId, String kfAccount) {     
        try {                
            //设置关闭客服会话接口的URL     
            setApiURL(CUSTOMER_SERVICE_CLOSE_CHAT_URL);                
            //构建关闭客服会话数据     
            List<NameValuePair> nameValuePairs = new ArrayList<>();     
            nameValuePairs.add(new BasicNameValuePair("access_token", this.getAccessToken()));     
            Map<String, Object> closeData = Maps.newHashMap();     
            closeData.put("openid", openId);
            closeData.put("kf_account",kfAccount);     
            String result = sendPost(nameValuePairs, JSON.toJSONString(closeData));                
            //打印客服消息发送日志     
            logger.info("close session param : {} result :{} ",closeData, result);     
        } catch (Exception e) {     
            logger.error("close session openId : {} kfAccount : {}", openId, kfAccount, e);     
        }     
    }
}

 

微信官方文档：https://mp.weixin.qq.com/wiki?t=resource/res_main&id=mp1458557405