微信公众平台开发多客服

本文分为以下三个部分：

1. 回复多客服消息

2. 触发多客服会话

3. 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/*    方倍工作室    CopyRight 2014 All Rights Reserved*/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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