目录
3、客服角色接入会话，与用户对话沟通交流解决疑问，完成对话；
需求来源
在工作时间，用户可以在微信公众号与客服对话，咨询有关公众号的各种问题与寻求帮助；
实现思路
1、邀请指定人员成为客服角色；
功能上线时必须有客服帐号，调用接口：添加客服帐号（获取客服基本信息 | 微信开放文档）、邀请绑定客服帐号（获取客服基本信息 | 微信开放文档）
2、用户在公众号发送信息，通过关键字触发事件：通知客服；
用户在微信公众号发送信息，微信服务器推送文本事件的xml数据包给开发者，开发者通过判断文本是否为接入客服的关键词，是则通知客服帐号与转发给多客服系统；
3、客服角色接入会话，与用户对话沟通交流解决疑问，完成对话；
代码实现（基于Laravel框架前后端混合）
路由文件
<?php
use Illuminate\Http\Request;
use Illuminate\Routing\Router;
Route::group(['prefix' => 'wechat/'], function (Router $router) {
// 接收微信推送信息,完成验证消息真实性
$router->get('receive_push', "WechatController@receivePush");
// 接收微信推送信息,完成接收普通消息并回复
$router->post('receive_push', "WechatController@receivePush");
// 对话服务-基础支持-获取access_token
$router->get('get_access_token', 'WechatController@getAccessToken');
// 微信公众号集成功能
$router->group(['prefix' => '/func/'], function(Router $router) {
// 微信公众号集成功能--对话服务--发送消息--客服接口--邀请并绑定客服帐号
$router->get('customservice_kf_invite_bind', 'WechatController@customserviceKfInviteBind');
});
});控制器
<?php
namespace App\Http\Controllers\Wechat;
use App\Models\WechatKfAccount;
use App\Models\WechatUserSession;
use Illuminate\Http\Request;
class WechatController extends BaseController
{
// todo 接收微信推送--明文模式
public function receivePush(Request $request)
{
file_log("进入访问" . $request->getUri(), "wechat");
try {
switch ($_SERVER["REQUEST_METHOD"]) {
case "GET":
file_log("验证消息真实性" . $request->getUri(), "wechat");
$params = $request->all();
$params['token'] = config("wechat_develop.Token");
// 校验签名是否正确
$isMatch = $this->verifySignature($params);
if (!$isMatch) {
exit(json_encode(["errcode" => -40001, "errmsg" => "signature sha1 error"], JSON_UNESCAPED_UNICODE));
}
echo $params["echostr"];
exit;
break;
case "POST":
file_log("接收公众号发来的信息" . $request->getUri(), "wechat");
// 接收微信公众号传送的xml信息包
$this->postXml = isset($GLOBALS["HTTP_RAW_POST_DATA"]) ? $GLOBALS["HTTP_RAW_POST_DATA"] : file_get_contents("php://input");
file_log("公众号发来的xml数据包" . $this->postXml, "wechat");
// xml转换成array
$postArray = json_decode(json_encode(simplexml_load_string($this->postXml, 'SimpleXMLElement', LIBXML_NOCDATA)), true);
// 按照实际业务处理不同类型的信息，并返回xml包
$this->receive = $postArray;
@ob_clean();
echo $this->reply();
exit;
break;
default:
file_log("【非验证微信服务器信息】或【非微信服务器发送的信息】" . $request->getUri(), "wechat");
exit;
}
} catch (\Exception $e) {
exception_file_log($e, 'wechat');
exit($e->getMessage() . $e->getTraceAsString());
}
}
private function verifySignature($getParam)
{
$tmpArr = array($getParam["token"], $getParam["timestamp"], $getParam["nonce"]);
sort($tmpArr, SORT_STRING);
$tmpStr = implode($tmpArr);
$tmpStr = sha1($tmpStr);
return $tmpStr == $getParam['signature'];
}
private function reply()
{
$this->message = [
"MsgType" => $this->receive["MsgType"],
"CreateTime" => time(),
"ToUserName" => $this->receive["FromUserName"],
"FromUserName" => $this->receive["ToUserName"],
];
switch ($this->receive["MsgType"]) {
case "event":
$this->event();
break;
case "text":
$this->text();
break;
default:
return $this->postXml;
break;
}
$replyXml = self::arr2xml($this->message);
file_log("开发者发送的信息：" . $replyXml, "wechat");
return $replyXml;
}
public static function arr2xml($data)
{
return "<xml>" . self::_arr2xml($data) . "</xml>";
}
private static function _arr2xml($data, $xmlContent = '')
{
foreach ($data as $key => $val) {
is_numeric($key) && $key = 'item';
$xmlContent .= "<{$key}>";
if (is_array($val) || is_object($val)) {
$xmlContent .= self::_arr2xml($val);
} elseif (is_string($val)) {
$xmlContent .= '<![CDATA[' . preg_replace("/[\\x00-\\x08\\x0b-\\x0c\\x0e-\\x1f]/", '', $val) . ']]>';
} else {
$xmlContent .= $val;
}
$xmlContent .= "</{$key}>";
}
return $xmlContent;
}
# text类型数据回复
private function text()
{
// 判断用户发送的消息文本
switch ($this->receive['Content']) {
// 接入客服
case "客服":
try {
$this->integrationKf();
} catch (\Exception $e) {
exception_file_log($e, "wechat");
$this->message['MsgType'] = "text";
$this->message['Content'] = "目前暂未接入客服系统";
}
break;
default:
// 默认情况的回复信息
$this->message["Content"] = '您可输入关键词语"客服"';
break;
}
}
# event类型
private function event()
{
$this->message["MsgType"] = "text";
$this->message["Content"] = "遇到未知推送事件";
file_log("推送事件名称：" . strtolower($this->receive["Event"]), "wechat");
switch (strtolower($this->receive["Event"])) {
case "kf_create_session": // 客服会话创建时推送
$this->message_custom_send([
'touser' => $this->message["ToUserName"],
'msgtype' => "text",
"text" => ["content" => "您好，请问有什么可以帮到您?"]
]);
// 更新当前用户会话状态
$currUserSession = WechatUserSession::get_one([
'where' => [
['openid','=', $this->message['ToUserName']],
['status','=',WechatUserSession::Waiting]
],
'orderBy' => [['id','desc']],
'field' => ['id']
]);
if ($currUserSession) {
$where = [['id','=',$currUserSession['id']]];
$data = ['status' => WechatUserSession::Going, 'kf_account' => $this->receive['KfAccount'], 'start_time' => time()];
WechatUserSession::update_by_where(['where' => $where, 'data' => $data]);
}
break;
case "kf_close_session": // 客服会话关闭时推送
$this->message_custom_send([
'touser' => $this->message["ToUserName"],
'msgtype' => "text",
"text" => ["content" => "当前会话已关闭，如需在线咨询，请回复“客服”"]
]);
// 更新聊天会话的客服帐号与会话状态
$currUserSession = WechatUserSession::get_one([
'where' => [
['openid','=', $this->message['ToUserName']],
['status','=',WechatUserSession::Going]
],
'orderBy' => [['id','desc']],
'field' => ['id']
]);
if ($currUserSession) {
$where = [['id','=',$currUserSession['id']]];
$data = ['status' => WechatUserSession::End, 'end_kf_account' => $this->receive['KfAccount'], 'end_time' => time()];
WechatUserSession::update_by_where(['where' => $where, 'data' => $data]);
}
break;
default:
break;
}
}
# 接入客服系统
private function integrationKf()
{
// 判断是否在9:00-18:00这个工作时间
$hour = date('H');
if ($hour < 9 || $hour >= 18) {
$this->message['Content'] = "您好，在线客服工作时间9：00～18：00，请您在客服服务时间内进行咨询，非工作时间请您留言咨询问题或添加人工微信客服：xxx，万能的客服xx会为您解答所有疑问喔~。";
return true;
}
// 1.判断当前用户是否存在未结束的客服会话
$userSession = WechatUserSession::getUserSessionByStatus([WechatUserSession::Waiting, WechatUserSession::Going],$this->message['ToUserName']);
// 1-1.会话不存在或者已过期的等待会话
if (!$userSession || ($userSession['status'] == WechatUserSession::Waiting && $userSession['invalidtime'] < time())) {
// 查询数据库所有有效的客服帐号, 发送通知
$kfAccountList = WechatKfAccount::getKfAccountByStatus([WechatKfAccount::Agree]);
if ($kfAccountList) {
foreach ($kfAccountList as $kfAccount) {
$this->message_custom_send([
"touser" => $kfAccount["kf_openid"],
"msgtype" => "text",
"text" => ["content" => "客服大大，目前有找您咨询的客户，请您立马登录客服系统进行服务。"]
]);
} unset($kfAccountList,$kfAccount);
}
//插入用户会话记录
WechatUserSession::insert(new WechatUserSession(), [
'openid' => $this->message['ToUserName'],
'invalidtime' => time() + 60*30,
]);
// 统计等待接入的用户数量
$waitUserSessionCount = WechatUserSession::getWaitUserSessionCount();
$this->message_custom_send([
"touser" => $this->message['ToUserName'],
"msgtype" => "text",
"text" => ["content" => "目前共有{$waitUserSessionCount}人在排队，您在第{$waitUserSessionCount}位请您耐心等待。"]
]);
// 通知微信多客服端接收会话，等待客服接入
$this->message['MsgType'] = "transfer_customer_service";
} else {
// 1-2.会话存在并且正在进行中的会话
if (empty($userSession['kf_account'])) {
// 通知用户再排队队列的位置
$waitUserSessionList = WechatUserSession::getWaitUserSessionList();
$nowPosition = 1;
$waitUserSessionCount = count($waitUserSessionList);
if ($waitUserSessionCount > 1) {
foreach($waitUserSessionList as $key => $value){
if($value['openid'] == $this->message['ToUserName']){
$nowPosition = $key + 1;
}
}
}
$this->message_custom_send([
"touser" => $this->message['ToUserName'],
"msgtype" => "text",
"text" => ["content" => "目前共有{$waitUserSessionCount}人在排队，您在第{$nowPosition}位，请您耐心等待。"]
]);
// 通知微信多客服端接收会话，等待客服接入
$this->message['MsgType'] = "transfer_customer_service";
} else {
$this->message['MsgType'] = "transfer_customer_service";
$this->message['TransInfo']['KfAccount'] = $userSession['kf_account'];
}
}
}
/**
* todo 微信公众号集成功能--对话服务--发送消息--客服接口--邀请并绑定客服帐号
*/
public function customserviceKfInviteBind(Request $request)
{
try {
check_result_isexists(!is_null($kf_account = $request->kf_account), '客服帐号不存在');
check_result_isexists(!is_null($nickname = $request->nickname), '客服昵称不存在');
check_result_isexists(!is_null($wx_account = $request->wx_account), '客服微信号不存在');
// 判断添加的客服帐号是否已存在
$kfAccount = WechatKfAccount::get_one(['where' => [['kf_account', '=', $kf_account]]]);
if ($kfAccount) return return_info(500, '客服帐号已存在,请勿重复添加');
// 判断添加的客服微信号是否已存在
$wxAccount = WechatKfAccount::get_one(['where' =>[['wx_account', '=', $wx_account]]]);
if ($wxAccount) return return_info(500, '客服微信号已存在,请勿重复添加');
// 发起请求添加微信客服
$this->customservice_kfaccount_add([
"kf_account" => $kf_account,
"nickname" => $nickname,
]);
// 发起请求为微信客服帐号绑定微信号
$this->customservice_kfaccount_invite_worker([
"kf_account" => $kf_account,
"invite_wx" => $wx_account
]);
// 客服数据入库
WechatKfAccount::insert(new WechatKfAccount(), [
'nickname' => $nickname,
'kf_account' => $kf_account,
'wx_account' => $wx_account,
'create_time' => time()
]);
} catch (\Exception $e) {
exception_file_log($e, "wechat");
exit("【customserviceKfInviteBind】邀请并绑定客服帐号失败,请到wechat日志文件查看详情");
}
return return_info(200, "邀请绑定已发送");
}
/**
* todo 客服接口-发消息
*/
public function message_custom_send($data = [])
{
$url = "https://api.weixin.qq.com/cgi-bin/message/custom/send?access_token={$this->getAccessToken()}";
return $this->post_http_request($url, $data);
}
/**
* todo 添加客服帐号
*/
public function customservice_kfaccount_add($accountData = [])
{
$url = "https://api.weixin.qq.com/customservice/kfaccount/add?access_token={$this->getAccessToken()}";
return $this->post_http_request($url, $accountData);
}
/**
* todo 邀请绑定客服帐号
*/
public function customservice_kfaccount_invite_worker($accountData = [])
{
$url = "https://api.weixin.qq.com/customservice/kfaccount/inviteworker?access_token={$this->getAccessToken()}";
return $this->post_http_request($url, $accountData);
}
/**
* todo 发起post请求
*/
public function post_http_request($url, $postData)
{
$resultArr = json_decode($this->http_url($url, json_encode($postData, JSON_UNESCAPED_UNICODE)), true);
if (isset($resultArr["errcode"]) && $resultArr["errcode"] != 0) {
file_log($resultArr, $this->logFile ?: "HttpRequest");
throw new \Exception($resultArr['errmsg']);
}
return $resultArr;
}
/**
* todo 自定义请求接口函数，$data为空时发起get请求，$data有值时发起post请求
* @param $url 请求地址
* @param null $data 请求参数
* @return mixed
*/
public function http_url($url, $data = null)
{
$ch = curl_init();
curl_setopt($ch, CURLOPT_URL, $url);
curl_setopt($ch, CURLOPT_SSL_VERIFYPEER, FALSE);
curl_setopt($ch, CURLOPT_SSL_VERIFYHOST, 0);
curl_setopt($ch, CURLOPT_RETURNTRANSFER, TRUE);
if (!empty($data)) {
curl_setopt($ch, CURLOPT_POST, 1);
curl_setopt($ch, CURLOPT_POSTFIELDS, $data);
}
$res = curl_exec($ch);
if (curl_errno($ch)) {
throw new \Exception("error:" . curl_error($ch));
}
curl_close($ch);
return $res;
}
}模型
<?php
namespace App\Models;
class WechatUserSession extends Model
{
protected $table = 'wechat_user_sessions';
const Waiting = 0; // todo 会话等待中
const Going = 1; // todo 会话执行中
const End = 2; // todo 会话已结束
/**
* todo 根据会话状态获取会话数据
* @param array $status
* @param $openId
* @param null $field
* @return bool
*/
public static function getUserSessionByStatus($status = [], $openId, $field = null)
{
$param = [];
$param['whereIn'] = [['status', $status]];
$param['where'] = [['openid', '=', $openId], ['invalidtime', '>', time()]];
if ($field) $param['field'] = $field;
return self::get_one($param);
}
/**
* todo 根据会话状态获取等待接入的会话数量
*/
public static function getWaitUserSessionCount()
{
$param = [];
$param['whereIn'] = [['status', [self::Waiting]]];
$param['where'] = [['invalidtime', '>', time()]];
$param['field'] = 'id';
$param['opera'] = 'count';
return self::number_opera($param);
}
/**
* todo 根据会话状态获取等待接入的会话列表
*/
public static function getWaitUserSessionList($field = null)
{
$param = [];
$param['whereIn'] = [['status', [self::Waiting]]];
$param['where'] = [['invalidtime', '>', time()]];
$field ? $param['field'] = $field : true;
$list = self::get_all($param);
return $list ? $list : [];
}
}<?php
namespace App\Models;
class WechatKfAccount extends Model
{
public $timestamps = false;
protected $table = 'wechat_kf_accounts';
const Waiting = 0; // todo 邀请等待中
const Agree = 1; // todo 邀请已同意
const Reject = 2; // todo 邀请已拒绝
/**
* todo 根据客服帐号状态获取客服帐号数据
* @param array $status
* @param $openId
* @param null $field
* @return bool
*/
public static function getKfAccountByStatus($status = [], $field = null)
{
$param = [];
$param['whereIn'] = [['status', $status]];
if ($field) $param['field'] = $field;
return self::get_all($param);
}
}数据表（请根据实际业务定义表结构）
CREATE TABLE `wechat_kf_accounts` (
`id` int(10) unsigned NOT NULL AUTO_INCREMENT,
`nickname` varchar(50) DEFAULT '' COMMENT '客服昵称',
`kf_account` varchar(50) DEFAULT '' COMMENT '客服帐号',
`kf_openid` varchar(50) DEFAULT '' COMMENT '客服openid（需要手动更新，微信公众号不支持自动获取）',
`wx_account` varchar(50) DEFAULT '' COMMENT '客服的微信号（发起客服绑定邀请时需要填入）',
`status` tinyint(1) unsigned DEFAULT '0' COMMENT '邀请状态 0-邀请中 1-已接受 2-已拒绝',
`create_time` int(10) unsigned DEFAULT '0' COMMENT '创建时间',
`update_time` int(10) unsigned DEFAULT '0' COMMENT '更新时间',
`delete_time` int(10) unsigned DEFAULT '0' COMMENT '删除时间',
PRIMARY KEY (`id`)
) ENGINE=InnoDB AUTO_INCREMENT=3 DEFAULT CHARSET=utf8mb4 COMMENT='微信客服帐号信息表';
CREATE TABLE `wechat_user_sessions` (
`id` int(10) unsigned NOT NULL AUTO_INCREMENT,
`openid` varchar(50) DEFAULT '' COMMENT '用户openid',
`invalidtime` int(10) unsigned DEFAULT '0' COMMENT '会话过期时间',
`status` tinyint(1) unsigned DEFAULT '0' COMMENT '会话状态 0-未接入 1-已接入 2-已结束',
`kf_account` varchar(50) DEFAULT '' COMMENT '开始对接会话的客服帐号',
`end_kf_account` varchar(50) DEFAULT '' COMMENT '结束对接会话的客服帐号',
`start_time` int(10) unsigned DEFAULT '0' COMMENT '客服开始接入会话时间',
`end_time` int(10) unsigned DEFAULT '0' COMMENT '客服结束接入会话时间',
`created_at` datetime DEFAULT NULL COMMENT '创建时间',
`updated_at` datetime DEFAULT NULL COMMENT '更新时间',
`delete_at` datetime DEFAULT NULL COMMENT '删除时间',
PRIMARY KEY (`id`)
) ENGINE=InnoDB AUTO_INCREMENT=6 DEFAULT CHARSET=utf8mb4 COMMENT='微信客服会话记录表';
使用步骤
1、调用接口邀请帐号成为客服帐号：/wechat/func/customservice_kf_invite_bind?kf_account=xxx@公众号微信号&wx_account=微信号&nickname=昵称；
2、用户在微信公众号发送信息，推送信息给客服帐号；
3、客服帐号在微信公众平台客服功能web页面登录（微信公众平台客服功能登录），接入会话；
4、用户与客服会话直到结束会话；
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