为了确保用户与代理之间的互动令人满意，Google 会在用户与代理的对话结束后向其发送调查问卷。如果您想收集不同时间（例如在对话结束时）的数据，可以在对话的上下文中发送调查问卷。调查问卷会显示在对话中，并可让用户根据问题提供各种选项的反馈。
Google 触发的问卷调查的时间取决于代理的消息功能可用性：
| 可用性 | 调查问卷时间 |
|---|---|
| 仅限聊天机器人 | 最后一条消息后 30 分钟 |
| 仅人工 | 最后一条消息发出 24 个工时后 |
| 聊天机器人和人工 | 最后一条消息发出 24 个工时后 |
如果未来 7 天的工作时间少于 24 小时，我们会改为使用 24 小时。
您可以每 24 小时在每个对话中发送一份调查问卷。如果您在 Google 之前的对话中发送调查问卷，Google 不会向该对话发送调查问卷。如果您的代理在 24 小时内在同一个对话中发送多份调查问卷，Business Messages 仅会尝试向用户发送第一份调查问卷。
完成调查后，用户下一次开始与代理对话时，代理会显示greeting。如果用户没有回复调查问卷，则调查问卷将在 7 天后过期，并且用户在调查问卷过期后的下一次对话中看到问候语。
如果用户在对话过程中发送了与调查问卷无关的消息，Business Messages 会取消调查问卷并将用户的消息发送到代理的 webhook。
如果您不向用户发送调查问卷，您的代理仍会通过您的网络钩子接收 Google 调查问卷的结果，并应相应地接受和处理这些结果。
问题
调查问卷最多可包含五个问题，分为三个类别：必需、模板和自定义。调查问卷始终包含所需的问题，然后最多显示两个模板问题，最多显示两个自定义问题。
必填问题
必需问题已在 Business Messages 支持的所有语言区域中进行本地化。用户可以使用“我喜欢”或“不喜欢”来回复。
必选问题：“这项消息传递服务能否满足您的 AGENT_NAME 需求？”
模板问题
模板问题是可选的，由 Google 定义，在 Business Messages 支持的所有语言区域中进行本地化。一份调查问卷最多可包含两个模板问题。用户响应格式因问题而异。
模板问题包括
- 你与“AGENT_NAME”发送消息的体验如何？
- 你将AGENT_NAME推荐给好友的可能性有多大？
- 下次与 AGENT_NAME 联系时，您选择消息功能的可能性有多大？
- 总体而言，你觉得与AGENT_NAME互动容易吗？
- 您对以下说法的赞同程度如何： AGENT_NAME 让我能够轻松处理我的问题。
- 请评价您对支持人员的整体满意度。
- 此聊天会话是否有助于您避免向 AGENT_NAME 拨打电话？
要查看所有可用模板问题的列表并获取模板 ID，请执行以下操作：
- 打开 Business Communications 开发者控制台，然后使用您的 Business Messages Google 帐号登录。
- 选择您的代理。
- 在左侧导航栏中，点击调查问卷。
自定义问题
一份调查问卷最多可包含两个自定义问题。如果您指定自定义问题，请为您的代理支持的每个语言区域添加问题版本。您必须针对默认语言区域指定每个问题的版本。如果用户接收了调查问卷，但其所在语言区域没有指定自定义问题版本，则问题会按照代理的默认语言区域中定义的方式显示。
与建议的回复类似，对自定义问题的响应支持单独的文本和回传数据。
自定义调查问卷
如需为客服人员自定义调查问卷，请按以下步骤操作：
- 打开 Business Communications 开发者控制台，然后使用您的 Business Messages Google 帐号登录。
- 选择您的代理。
- 在左侧导航栏中，点击调查问卷。
- 最多可向调查问卷中添加两个可用的模板问题。
- 点击创建自定义问题，将自定义问题添加到您的调查问卷中。
如需了解格式设置和值选项，请参阅 surveyConfig。
发送调查问卷
如需发送调查问卷，请运行以下命令。请将 CONVERSATION_ID 替换为您要向其发送调查问卷的对话的标识符，并将 SURVEY_ID 替换为调查问卷的唯一标识符。
cURL
# Copyright 2021 Google LLC # # Licensed under the Apache License, Version 2.0 (the "License"); # you may not use this file except in compliance with the License. # You may obtain a copy of the License at # https://www.apache.org/licenses/LICENSE-2.0 # Unless required by applicable law or agreed to in writing, software # distributed under the License is distributed on an "AS IS" BASIS, # WITHOUT WARRANTIES OR CONDITIONS OF ANY KIND, either express or implied. # See the License for the specific language governing permissions and # limitations under the License. # This code sends a survey to the user: # Read more: https://developers.google.com/business-communications/business-messages/guides/how-to/message/surveys?hl=en # Replace the __CONVERSATION_ID__ with a conversation id that you can send messages to # Make sure a service account key file exists at ./service_account_key.json curl -X POST "https://businessmessages.googleapis.com/v1/conversations/__CONVERSATION_ID__/surveys?surveyId=f4bd7576-6c2e-4674-9db4-d697166f63ce" \ -H "Content-Type: application/json" \ -H "User-Agent: curl/business-messages" \ -H "$(oauth2l header --json ./service_account_key.json businessmessages)"
Node.js
/**
* This code sends a survey to the user:
* Read more: https://developers.google.com/business-communications/business-messages/guides/how-to/message/surveys?hl=en
*
* This code is based on the https://github.com/google-business-communications/nodejs-businessmessages Node.js
* Business Messages client library.
*/
/**
* Edit the values below:
*/
const PATH_TO_SERVICE_ACCOUNT_KEY = './service_account_key.json';
const CONVERSATION_ID = 'EDIT_HERE';
const businessmessages = require('businessmessages');
const uuidv4 = require('uuid').v4;
const {google} = require('googleapis');
// Initialize the Business Messages API
const bmApi = new businessmessages.businessmessages_v1.Businessmessages({});
// Set the scope that we need for the Business Messages API
const scopes = [
'https://www.googleapis.com/auth/businessmessages',
];
// Set the private key to the service account file
const privatekey = require(PATH_TO_SERVICE_ACCOUNT_KEY);
/**
* Posts a survey to the Business Messages API.
*
* @param {string} conversationId The unique id for this user and agent.
*/
async function sendSurvey(conversationId) {
const authClient = await initCredentials();
// Create the payload for creating a new survey
const apiParams = {
auth: authClient,
parent: 'conversations/' + conversationId,
surveyId: uuidv4(),
resource: {}
};
// Call the message create function using the
// Business Messages client library
bmApi.conversations.surveys.create(apiParams,
{auth: authClient}, (err, response) => {
console.log(err);
console.log(response);
});
}
/**
* Initializes the Google credentials for calling the
* Business Messages API.
*/
async function initCredentials() {
// configure a JWT auth client
const authClient = new google.auth.JWT(
privatekey.client_email,
null,
privatekey.private_key,
scopes,
);
return new Promise(function(resolve, reject) {
// authenticate request
authClient.authorize(function(err, tokens) {
if (err) {
reject(false);
} else {
resolve(authClient);
}
});
});
}
sendSurvey(CONVERSATION_ID);
Java
import com.google.api.client.googleapis.services.AbstractGoogleClientRequest;
import com.google.api.client.http.HttpBackOffUnsuccessfulResponseHandler;
import com.google.api.client.http.HttpRequest;
import com.google.api.client.googleapis.auth.oauth2.GoogleCredential;
import com.google.api.client.googleapis.javanet.GoogleNetHttpTransport;
import com.google.api.client.http.HttpTransport;
import com.google.api.client.json.jackson2.JacksonFactory;
import com.google.api.client.util.ExponentialBackOff;
import com.google.api.services.businessmessages.v1.Businessmessages;
import com.google.api.services.businessmessages.v1.model.*;
import java.io.FileInputStream;
import java.util.Arrays;
import java.util.UUID;
class SendSurveySnippet {
/**
* Initializes credentials used by the Business Messages API.
*/
private static Businessmessages.Builder getBusinessMessagesBuilder() {
Businessmessages.Builder builder = null;
try {
GoogleCredential credential = GoogleCredential
.fromStream(new FileInputStream("PATH_TO_SERVICE_ACCOUNT_KEY"));
credential = credential.createScoped(Arrays.asList(
"https://www.googleapis.com/auth/businessmessages"));
credential.refreshToken();
HttpTransport httpTransport = GoogleNetHttpTransport.newTrustedTransport();
JacksonFactory jsonFactory = JacksonFactory.getDefaultInstance();
// Create instance of the Business Messages API
builder = new Businessmessages
.Builder(httpTransport, jsonFactory, null)
.setApplicationName("Sample Application");
// Set the API credentials and endpoint
builder.setHttpRequestInitializer(credential);
} catch (Exception e) {
e.printStackTrace();
}
return builder;
}
public static void main(String args[]) {
try {
String conversationId = "CONVERSATION_ID";
// Create client library reference
Businessmessages.Builder builder = getBusinessMessagesBuilder();
// Create a new survey to send to the user associated with the conversationId
Businessmessages.Conversations.Surveys.Create request
= bmBuilder.build().conversations().surveys()
.create("conversations/" + conversationId,
new BusinessMessagesSurvey());
request.setSurveyId(UUID.randomUUID().toString());
// Setup retries with exponential backoff
HttpRequest httpRequest =
((AbstractGoogleClientRequest) request).buildHttpRequest();
httpRequest.setUnsuccessfulResponseHandler(new
HttpBackOffUnsuccessfulResponseHandler(
new ExponentialBackOff()));
// Execute request
httpRequest.execute();
} catch (Exception e) {
e.printStackTrace();
}
}
}
Python
"""This code sends a survey to the user.
Read more: https://developers.google.com/business-communications/business-messages/guides/how-to/message/surveys?hl=en
This code is based on the https://github.com/google-business-communications/python-businessmessages
Python Business Messages client library.
"""
import uuid
from businessmessages import businessmessages_v1_client as bm_client
from businessmessages.businessmessages_v1_messages import BusinessmessagesConversationsSurveysCreateRequest
from businessmessages.businessmessages_v1_messages import BusinessMessagesSurvey
from oauth2client.service_account import ServiceAccountCredentials
# Edit the values below:
path_to_service_account_key = './service_account_key.json'
conversation_id = 'EDIT_HERE'
credentials = ServiceAccountCredentials.from_json_keyfile_name(
path_to_service_account_key,
scopes=['https://www.googleapis.com/auth/businessmessages'])
client = bm_client.BusinessmessagesV1(credentials=credentials)
# Create the survey request
survey_request = BusinessmessagesConversationsSurveysCreateRequest(
surveyId=str(uuid.uuid4().int),
parent='conversations/' + conversation_id,
businessMessagesSurvey=BusinessMessagesSurvey())
# Send the survey
bm_client.BusinessmessagesV1.ConversationsSurveysService(
client=client).Create(request=survey_request)
如需了解格式设置和值选项，请参阅 conversations.surveys。
接收调查问卷回复
当用户回复调查问卷中的问题时，代理会通过其网络钩子接收回复。接收和处理调查问卷回复的方式与接收消息相同。
调查问卷中的所有问题都具有相同的 surveyResponse.survey 值。如果您的调查问卷包含多个问题，请确保您的基础架构接受具有相同 surveyResponse.survey 值的多个回复，并通过 surveyResponse.surveyQuestionId 字段标识各个问题。
调查问卷回复的文本值显示在 surveyResponse.questionResponseText 中。对于必选问题和模板问题，Business Messages 会返回“我喜欢”响应（作为 VERY_SATISFIED）和“不喜欢”响应（作为 VERY_DISSATISFIED）。如果自定义问题响应包含表情符号，最佳做法是依靠 surveyResponse.questionResponsePostbackData，而不是尝试解析 Unicode 值。
调查问卷回复采用以下格式。
{
"agent": "brands/BRAND_ID/agents/AGENT_ID",
"sendTime": "SEND_TIME",
"conversationId": "CONVERSATION_ID",
"requestId": "REQUEST_ID",
"surveyResponse": {
"survey": "conversations/CONVERSATION_ID/surveys/SURVEY_ID",
"rating": "SURVEY_RATING",
"createTime": "CREATE_TIME",
"surveyQuestionId": "QUESTION_ID",
"questionResponseText": "RESPONSE_TEXT",
"questionResponsePostbackData": "RESPONSE_POSTBACK_DATA",
"questionType": "QUESTION_TYPE",
"questionIndex": QUESTION_INDEX,
"totalQuestionCount": TOTAL_QUESTION_COUNT,
"surveyTriggerSource": "TRIGGER_SOURCE"
}
}
如需了解格式设置和值选项，请参阅 UserMessage 和 SurveyResponse。