微信公众平台开发多客服

本文分为以下三个部分：

1. 回复多客服消息

2. 触发多客服会话

3. 其他说明

一、回复多客服消息

在新的微信协议中，开发模式也可以接入客服系统。 开发者如果需要让用户使用客服系统，需要在接收到用户发送的消息时，返回一个MsgType为transfer_customer_service的消息，微信服务器在收到这条消息时，会把用户这次发送的和以后一段时间内发送的消息转发客服系统。

返回的消息举例如下

    
    
    1399197672
    

该消息的实现如下

//回复多客服消息
    private function transmitService($object)
    {
        $xmlTpl = "


%s

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

二、触发多客服会话

一般情况下，用户想要咨询问题是，经常会问“你好”，“在吗”，这样的问题。

我们以这些词为触发关键词，当用户发送的文本消息内容中包含这些词的时候，就返回多客服消息给用户（用户在微信端感觉不到任何内容，但微信公众账号会将用户本次及以后一段时间的消息都转发到客服）。

实现代码如下：

//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、完整代码

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, &＃39;SimpleXMLElement&＃39;, 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[&＃39;MusicUrl&＃39;])){
                $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 = "    
        
        
        
        
    
";
        $item_str = "";
        foreach ($newsArray as $item){
            $item_str .= sprintf($itemTpl, $item[&＃39;Title&＃39;], $item[&＃39;Description&＃39;], $item[&＃39;PicUrl&＃39;], $item[&＃39;Url&＃39;]);
        }
        $newsTpl = "


%s


%s

$item_str
";

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

    private function transmitMusic($object, $musicArray)
    {
        $itemTpl = "
    
    
    
    
";

        $item_str = sprintf($itemTpl, $musicArray[&＃39;Title&＃39;], $musicArray[&＃39;Description&＃39;], $musicArray[&＃39;MusicUrl&＃39;], $musicArray[&＃39;HQMusicUrl&＃39;]);

        $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 = "


%s

";
        $result = sprintf($xmlTpl, $object->FromUserName, $object->ToUserName, time());
        return $result;
    }
    
    private function logger($log_content)
    {
        if(isset($_SERVER[&＃39;HTTP_APPNAME&＃39;])){   //SAE
            sae_set_display_errors(false);
            sae_debug($log_content);
            sae_set_display_errors(true);
        }else if($_SERVER[&＃39;REMOTE_ADDR&＃39;] != "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($log_filename, date(&＃39;H:i:s&＃39;)." ".$log_content."\r\n", FILE_APPEND);
        }
    }
}
?>

四、其他注意事项

1. 经测试，在自定义菜单中返回多客服消息，无法让用户进入多客服状态。

2. 使用多客服消息后，后续所有消息在一段时间内都将作为客服消息转发，原来的开发模式下的自动回复都将失效！！！

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