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
在新的微信協定中，開發模式也可接入客服系統。 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 $result;
}一般情況下，用戶想要諮詢問題是，經常會問“你好”，“在嗎”，這樣的問題。
我們以這些詞為觸發關鍵字，當用戶發送的文字訊息內容中包含這些詞的時候，就返回多客服訊息給用戶（用戶在微信端感覺不到任何內容，但微信公眾帳號會將用戶本次及以後一段時間的訊息轉寄到客服）。
實作程式碼如下：
//接收文本消息
private function receiveText($object)
{
$keyword = trim($object->Content);
if (strstr($keyword, "投诉") || strstr($keyword, "你好") || strstr($keyword, "在吗")){
$result = $this->transmitService($object);
}
return $result;
}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
";
$result = sprintf($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);
}
}
}
?>1. 經測試，在自訂選單中傳回多客服訊息，無法讓用戶進入多客服狀態。
2. 使用多客服訊息後，後續所有訊息在一段時間內都會作為客服訊息轉發，原來的開發模式下的自動回覆都會失效！ ！ ！
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