微信公众号最佳实践 （ 9.8）在线客服

在线客服

在线客服是一种以网络为媒介，向互联网客户与内部员工提供及时沟通的通信技术。

在线客服可以增加销售机会,降低运营成本，巩固客户关系。

微信公众号高级接口中提供了在线客服接口，本章介绍如何利用这一接口开发基于微信的在线客服。

index.php整体代码如下：

<?php


define("TOKEN", "weixin");

$wechatObj = new wechatCallbackapiTest();
if (!isset($_GET['echostr'])) {
    $wechatObj->responseMsg();
}else{
    $wechatObj->valid();
}

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

    private function checkSignature()
    {
        $signature = $_GET["signature"];
        $timestamp = $_GET["timestamp"];
        $nonce = $_GET["nonce"];

        $token = TOKEN;
        $tmpArr = array($token, $timestamp, $nonce);
        sort($tmpArr);
        $tmpStr = implode( $tmpArr );
        $tmpStr = sha1( $tmpStr );

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

    public function responseMsg()
    {
        $postStr = $GLOBALS["HTTP_RAW_POST_DATA"];
        if (!empty($postStr)){
            $postObj = simplexml_load_string($postStr, 'SimpleXMLElement', LIBXML_NOCDATA);
            $RX_TYPE = trim($postObj->MsgType);

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

    private function receiveText($object)
    {
        $keyword = trim($object->Content);
        $mmc = memcache_init();
        $service = memcache_get($mmc, "service");

        //当前有人工客服对话
        if ($service){
            $relation = json_decode($service, true);
            //用户处在人工客服交互中
            if (in_array($object->FromUserName, $relation)){
                require_once('weixin.class.php');
                $to = ($relation['from'] == strval($object->FromUserName))?$relation['to']:$relation['from'];
                $weixin = new class_weixin();
                $weixin->send_custom_msg($to, "text", $keyword);
                return;
            }
        }

        $content = "22";
        if (is_array($content)){
            $result = $this->transmitNews($object, $content);
        }else{
            $result = $this->transmitText($object, $content);
        }
        return $result;


    }

    private function receiveEvent($object)
    {
        $content = "";
        switch ($object->Event)
        {
            case "subscribe":
                $content = "欢迎关注 德强1012";
            case "unsubscribe":
                break;
            case "CLICK":
                switch ($object->EventKey)
                {
                    case "在线客服":     
                        $staffs = array("oXpyI03cX4bpCDW5aaqBKWYrRm_o");
                        //ooD-ow-C8ZigAihscJN54pAWpu2g
                        //oXpyI03cX4bpCDW5aaqBKWYrRm_o
                        $mmc=memcache_init();
                        require_once('weixin.class.php');
                        $weixin = new class_weixin();

                        //客服点击，结束会话
                        if (in_array($object->FromUserName, $staffs)) {
                            $relation = json_decode(memcache_get($mmc, "service"), true);
                            $from = strval($object->FromUserName);
                            $to = $relation['from'];
                            $weixin->send_custom_msg($from, "text", "你已结束本次对话！");
                            $weixin->send_custom_msg($to, "text", "感谢您的咨询。期待下次再会！");
                            memcache_delete($mmc,"service");
                        }

                        //用户点击，开始会话
                        else {
                            $from = strval($object->FromUserName);
                            $to = $staffs[0];
                            memcache_set($mmc, "service", '{"from":"'.$from.'","to":"'.$to.'"}');
                            $weixin->send_custom_msg($from, "text", "正在为您接入客服，请稍候...");
                            $weixin->send_custom_msg($to, "text", "有用户请求接入，请响应！");
                        }
                        return;
                    default:
                        $content = "菜单默认回复";
                        break;
                }
                break;
            default:
                break;

        }
        if (is_array($content)){
            $result = $this->transmitNews($object, $content);
        }else{
            $result = $this->transmitText($object, $content);
        }
        return $result;
    }

    private function transmitText($object, $content, $funcFlag = 0)
    {
        $textTpl = "<xml>
                        <ToUserName><![CDATA[%s]]></ToUserName>
                        <FromUserName><![CDATA[%s]]></FromUserName>
                        <CreateTime>%s</CreateTime>
                        <MsgType><![CDATA[text]]></MsgType>
                        <Content><![CDATA[%s]]></Content>
                        <FuncFlag>%d</FuncFlag>
                    </xml>";

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

    private function transmitNews($object, $arr_item, $funcFlag = 0)
    {
        //首条标题28字，其他标题39字
        if(!is_array($arr_item))
            return;

        $itemTpl = "    <item>
                            <Title><![CDATA[%s]]></Title>
                            <Description><![CDATA[%s]]></Description>
                            <PicUrl><![CDATA[%s]]></PicUrl>
                            <Url><![CDATA[%s]]></Url>
                        </item>
                    ";
        $item_str = "";
        foreach ($arr_item as $item)
            $item_str .= sprintf($itemTpl, $item['Title'], $item['Description'], $item['PicUrl'], $item['Url']);

        $newsTpl = "<xml>
                        <ToUserName><![CDATA[%s]]></ToUserName>
                        <FromUserName><![CDATA[%s]]></FromUserName>
                        <CreateTime>%s</CreateTime>
                        <MsgType><![CDATA[news]]></MsgType>
                        <Content><![CDATA[]]></Content>
                        <ArticleCount>%s</ArticleCount>
                        <Articles>
                        $item_str</Articles>
                        <FuncFlag>%s</FuncFlag>
                    </xml>";

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

weixin.class.php 构造函数代码如下：

<?php

// $weixin = new class_weixin();
// $openid = "oQW8FuFKL0530Qhp3rh0HciHkTL0";
// $weixin->send_custom_msg($openid, "text", "ttttt");

class class_weixin
{
    var $appid = "";
    var $appsecret = "";

    //构造函数
    public function __construct($appid = NULL, $appsecret = NULL)
    {
        if($appid){
            $this->appid = $appid;
        }
        if($appsecret){
            $this->appsecret = $appsecret;
        }
        $url = "https://api.weixin.qq.com/cgi-bin/token?grant_type=client_credential&appid=".$this->appid."&secret=".$this->appsecret;
        $res = $this->https_request($url);
        $result = json_decode($res, true);
        $this->access_token = $result["access_token"];
    }

    //发送客服消息，文本形式
    public function send_custom_msg($touser, $type, $data)
    {
        $msg = array('touser' =>$touser);
        switch($type)
        {
            case 'text':
                $msg['msgtype'] = 'text';
                $msg['text']    = array('content'=> urlencode($data));
                break;
        }
        $url = "https://api.weixin.qq.com/cgi-bin/message/custom/send?access_token=".$this->access_token;
        return $this->https_request($url, urldecode(json_encode($msg)));
    }

    protected function https_request($url, $data = null)
    {
        $curl = curl_init();
        curl_setopt($curl, CURLOPT_URL, $url);
        curl_setopt($curl, CURLOPT_SSL_VERIFYPEER, FALSE);
        curl_setopt($curl, CURLOPT_SSL_VERIFYHOST, FALSE);
        if (!empty($data)){
            curl_setopt($curl, CURLOPT_POST, 1);
            curl_setopt($curl, CURLOPT_POSTFIELDS, $data);
        }
        curl_setopt($curl, CURLOPT_RETURNTRANSFER, 1);
        $output = curl_exec($curl);
        curl_close($curl);
        return $output;
    }
}