微信公众平台开发 多客服

本文分为以下三个部分：

回复多客服消息

触发多客服会话

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

<xml>      <ToUserName><![CDATA[touser]]></ToUserName>      <FromUserName><![CDATA[fromuser]]></FromUserName>      <CreateTime>1399197672</CreateTime>      <MsgType><![CDATA[transfer_customer_service]]></MsgType>  </xml>

该消息的实现如下

//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;      }

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

<?php  define("TOKEN", "weixin");    $wechatObj = new wechatCallbackapiTest();  if (!isset($_GET['echostr'])) {      $wechatObj->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 = "<xml>  <ToUserName><![CDATA[%s]]></ToUserName>  <FromUserName><![CDATA[%s]]></FromUserName>  <CreateTime>%s</CreateTime>  <MsgType><![CDATA[text]]></MsgType>  <Content><![CDATA[%s]]></Content>  </xml>";          $result = sprintf($textTpl, $object->FromUserName, $object->ToUserName, time(), $content);          return $result;      }        private function transmitNews($object, $newsArray)      {          if(!is_array($newsArray)){              return;          }          $itemTpl = "    <item>          <Title><![CDATA[%s]]></Title>          <Description><![CDATA[%s]]></Description>          <PicUrl><![CDATA[%s]]></PicUrl>          <Url><![CDATA[%s]]></Url>      </item>  ";          $item_str = "";          foreach ($newsArray 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>  </xml>";            $result = sprintf($newsTpl, $object->FromUserName, $object->ToUserName, time(), count($newsArray));          return $result;      }        private function transmitMusic($object, $musicArray)      {          $itemTpl = "<Music>      <Title><![CDATA[%s]]></Title>      <Description><![CDATA[%s]]></Description>      <MusicUrl><![CDATA[%s]]></MusicUrl>      <HQMusicUrl><![CDATA[%s]]></HQMusicUrl>  </Music>";            $item_str = sprintf($itemTpl, $musicArray['Title'], $musicArray['Description'], $musicArray['MusicUrl'], $musicArray['HQMusicUrl']);            $textTpl = "<xml>  <ToUserName><![CDATA[%s]]></ToUserName>  <FromUserName><![CDATA[%s]]></FromUserName>  <CreateTime>%s</CreateTime>  <MsgType><![CDATA[music]]></MsgType>  $item_str  </xml>";            $result = sprintf($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);          }      }  }  ?>

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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