# Guide to the use of customer service messages

To enrich the service capabilities of Weixin Mini Program and improve the quality of service, WeChat provides customer service messaging capabilities to the Mini Program so that the Mini Program's customers can communicate with the Mini Program's service providers easily and quickly.

# Features Description

Users can use the Weixin Mini Program customer service message function to communicate with the guest and service personnel of the Mini Program.

There are two entrances to customer service message conversations:

In Weixin Mini Program: the developer adds the customer service message button component within the Mini Program, and users can evoke the customer service session page inside the Mini Program to send a message to the Mini Program;

2. Used Weixin Mini Program customer service messages are aggregated and displayed in the WeChat session "Picicle customer service messaging" box, where users can view historical customer service announcements outside the picicle and send messages to the piculum.

Conditions for sending customer service messages: Weixin Mini Program The user either calls the customer service session in the Mini Program or sends a message to the Mini Program customer service. See the customer service message for the specific time and period of sending and the limit of message entries. Dxplaination of sending conditions

Customer service message types: text, picture, Weixin Mini Program card type messages are currently supported.

In order to meet the needs of Weixin Mini Program developers, the Mini Program can send customer service messages in the following three ways: 1. Call the interface to send customer service messages;2. Use web-based customer service tools; 3. Use the mobile customer service assistant Mini Program.

# Dxplaination of the conditions for issuance

When the user and Weixin Mini Program customer service produces a specific action interaction (see below for a list of specific actions), the Mini Program can send customer service messages to the user.

The list of currently allowed actions is as follows, and the number of messages allowed to be downed and the duration of the downing differs when triggered by different actions. An error code is returned when the maximum number of messages is reached.

The number of messages that can be sent is not accumulated, and the above user action will trigger the update of the number of messages that can be sent and the update of the time limit that can be sent. The number of messages that can be sent is updated to the maximum value of the current limit of the number of messages that can be sent, and the limit of the effective time that can be sent is also updated to the maximum valid time.

# Call the customer service message interface to send customer service messages

When a user sends a message to the Weixin Mini Program customer service, the WeChat server POSTs the packet (JSON or XML) of the message (or event) to the [[PIPS-1]] populated by the developer.Developers can call the interface to reply asynchronously after receiving a request.

If the customer service message permissions set of Weixin Mini Program has been authorized to Third Party Platform, all customer service messages will be pushed to the servers of third-party platforms and no longer to the server of the developer or to the web-based customer service tool

# Fill in the message push configuration

Log in to Weixin Mini Program and enable the message push function in Settings - Development Settings - Messaging and complete the information configuration (including server address, token, encryption, etc.).

When the server configuration is enabled and set, messages sent by the user and events pushed by the developer will be forwarded by WeChat to URL to the developer.

# Interface calls

Weixin Mini Program Customer Service Messaging API Documentation

# Customer Service Tools Weixin Mini Program

Weixin Mini Program can also directly use web-based Weixin Mini Program customer service or the mobile "customer assistant" Mini Program to respond to customer service messages.

Customer service assistant Weixin Mini Program code

If Weixin Mini Program does not enable message push, messages sent by the user will be forwarded to the webpage Weixin Mini Program Customer Service and Mobile Customer Service Assistant, where customer service officers can access and respond to users in a web-based WeChat Mini Program customer service and mobile customer service assistant.

If the customer service message permissions set of Weixin Mini Program is authorized to Third Party Platform, all customer service messages will be pushed to the servers of third-party platforms and not to the server of the developer or to the web-based customer service tool.

Note that the "User enters a session through the customer service message button" event will not be forwarded to the web-side customer service tool.

# Bind customer service staff

Before using the web and mobile customer service tools, the Mini Program administrator needs to complete the binding of guests in the Mini Program background. At present, the Mini Program supports no more than 100 customer service staff.

# Mobile terminal "customer service assistant" Weixin Mini Program

# Log in and access

Binding Weixin Mini Program Customer service officers can search for "Customer Service Assistant" or scan to log in to the "Customer Service Helper" Mini Program and select the corresponding Mini Program account. After logging in, the user who is talking to the Mini Program can be seen and they can choose to access the conversation.

# Switch customer service status

Click on online status, and you can choose customer service online status or customer service offline status: After selecting customer service online status, even if you quit customer service Weixin Mini Program, you can still receive the message reminder of user consultation in the "service notice"; After selecting customer service offline status, you will not be able to receive customer service messages and message alerts.

# Receive and send messages

After opening "Customer Service Assistant" Weixin Mini Program, enter the "Pending Access List" to select user sessions for access;In a session that has already been connected, customer service agents can have a conversation with the user within 48 hours, and currently supports text, pictures, and small card types of messages.

# Weixin Mini Program Customer Service Tool Instructions

# Log in and access

Customers who are bound Weixin Mini Program can scan to sign in to web page Weixin Mini Program customer service and select the corresponding Mini Program account. After signing in, you can see the user who is talking to the Mini Program, and you can choose to access the conversation.

# Switch customer service status

Click on online status to choose online status and offline status

# Receive messages

Manual access: After the customer service staff is online, they can manually access the user session that is awaiting a response in the "To be accessible" list.

Automatic Access: When there are too many user sessions for access, you can turn on automatic access in Settings - Access & Reach.

# Send a message

Already connected to the session, guests can talk to the user within 48 hours, and currently supports sending text, picture, Weixin Mini Program card type messages.

# Use specifications

Weixin Mini Program customer service message usage must comply with [Weixin Mini Program Platform Operating Standard]]]6 and must not violate the following rules, including but not limited to:

1. Do not allow malicious efforts to induce users to perform actions that might trigger the downing of customer service messages in order to achieve the purpose of sending customer service messaging to users
2. No malicious harassment or posting of messages that are not related to the message sent by the user that cause harassments to the user
3. No malicious marketing is allowed, and the content posted is suspected of being false, exaggerated or illegal.
4. Customer service messages are not allowed to send false, pornographic, violent or other information to users that violates national laws.

# Customer Service Message Development Documentation

# Customer Service Messages

# Use customer service messages on the page

Need to set the value of thebuttoncomponentopen-typetocontact, when the user clicks it will enter the customer service session. If the user clicks the Weixin Mini Program message in the session,This returns to the Mini Program, where the developer can obtain the page path of the user's clicked message bybindcontactevent callbackpathand corresponding parameters [[TAG-4-Start]]query, developers need to jump according to the path.In addition, developers can transmit the source of the session to customer service by settingsession-from.

sample code

<button open-type="contact" bindcontact="handleContact" session-from="sessionFrom"></button>

Page({
    handleContact (e) {
        console.log(e.detail.path)
        console.log(e.detail.query)
    }
})

Return parameter explaination

# Access messaging services in the background

When a user sends a message to Weixin Mini Program customer service, or enters a session, etc.,The server URL that the developer fills out (or, if cloud development is used, a configured cloud function) gets messages and events pushed by the server WeChat that the developers can respond to according to their business logic.For access and usage, please refer to Message Push .

# Check back-end access messages for errors

# Report Error Behavior

The user sent the message "The service provided by Weixin Mini Program failed. Please try again later."

# Reasons for reporting the error

Weixin Mini Program When a callback is configured, the message sent by the user is pushed to a third-party server, and an error is reported if the push fails.

# Methods of self-examination

# 1.Weixin Mini Program Open message push (Mini Program background - development management - development settings - message push)

# 2.Weixin Mini Program "customer service authority" to Third Party Platform (Mini Program background - settings - third-party settings - third-party platform authorization management)

# * Special Situations

For Weixin Mini Program which has cloud functions turned on and does not have cloud hosting turned on, the message sent by the user is pushed to the cloud function, does not go to the Mini Program customer service system, and doesn't callback to a third-party server or the server address of the Mini Program message pushed.

# forward the message to customer service

If Weixin Mini Program is in development mode, an ordinary WeChat user sends a message to the Mini Program customer service,WeChat server will first POST the message to the url filled by the developer. If you wish to forward the message to customer service, you need the developer to return the message MsgType of transfer_customer_service in the response package. After receiving the response, the WeChat server forwards the message sent to the customer service system.

After the user is accessed by the customer service, and before the customer service closes the session, messages sent by the user are forwarded directly to the customer service system while the session is in progress.When the session is not closed for more than 30 minutes, the WeChat server will automatically stop forwarding to the customer service and will resume the message to the developer's URL.

When the user is in the waiting queue, the message sent by the user will still be pushed to the URL filled in by the developer.

Please note here that only messages sent by WeChat users should be forwarded, and no other events should be forwardable, otherwise the customer service will see some meaningless messages on the customer service system.

Instructions for invoking

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

Dxplaination of request parameters

# Customer Service Management

# Get basic customer service information

This interface provides a list of all customer service basic information under Weixin Mini Program.

Instructions for invoking

Http request method: GET https://api.weixin.qq.com/cgi-bin/customservice/getkflist?access_token=ACCESS_TOKEN

Dxplaination of request parameters

Return instructions

Return data example (JSON return result when correct)

{
      "kf_list" : [
         {
            "kf_account" : "",
            "kf_headimgurl" : "http://mmbiz.qpic.cn/mmbiz/4whpV1VZl2iccsvYbHvnphkyGtnvjfUS8Ym0GSaLic0FD3vN0V8PILcibEGb2fPfEOmw/0",
            "kf_id" : "1001",
            "kf_nick" : "ntest1",
            "kf_wx" : "kfwx1",
            "kf_openid": "kfopenid1"
         },
         {
            "kf_account" : "test1@test" ,
            "kf_headimgurl" : "http://mmbiz.qpic.cn/mmbiz/4whpV1VZl2iccsvYbHvnphkyGtnvjfUS8Ym0GSaLic0FD3vN0V8PILcibEGb2fPfEOmw/0",
            "kf_id" : "1002",
            "kf_nick" : "ntest2",
            "kf_wx" : "kfwx2",
            "kf_openid": "kfopenid2"
         },
         {
            "kf_headimgurl" : "http://mmbiz.qpic.cn/mmbiz/4whpV1VZl2iccsvYbHvnphkyGtnvjfUS8Ym0GSaLic0FD3vN0V8PILcibEGb2fPfEOmw/0",
            "kf_id" : "1003",
            "kf_nick" : "ntest3",
            "kf_openid": "kfopenid3"
         }
      ]
}

Return parameter explaination

# Get an online customer service list

This interface provides access to all online customer service lists under Weixin Mini Program.

Instructions for invoking

Http request method: GET https://api.weixin.qq.com/cgi-bin/customservice/getonlinekflist?access_token=ACCESS_TOKEN

Dxplaination of request parameters

Return instructions

Example of Return Parameters

{
"kf_online_list" : [
    {
        "kf_account" : "test1@test" ,
        "status" : 1,
        "kf_id" : "1001",
        "kf_openid": "kfopenid1"
    },
    {
        "kf_account" : "",
        "status" : 1,
        "kf_id" : "1002",
        "kf_openid": "kfopenid2"
    }
]
}

Return parameter explaination

# Add customer service account

This interface adds the given customer service WeChat number as Weixin Mini Program customer service account.

Instructions for invoking

Http request method: POST https://api.weixin.qq.com/customservice/kfaccount/add?access_token=ACCESS_TOKEN

Example of request parameters

{
    "kf_wx" : "test1",
    "business_id" : 1
}

Dxplaination of request parameters

Return instructions

Example of Return Parameters

// Example of returned data (JSON return result when correct):
{
    "errcode" : 0,
    "errmsg" : "ok"
}

# Delete customer service account

The interface deletes the Weixin Mini Program customer account based on the given customer number.

Instructions for invoking

Http request method: GET https://api.weixin.qq.com/customservice/kfaccount/del?access_token=ACCESS_TOKEN&kf_openid=KFOPENID

Dxplaination of request parameters

Example of Return Parameters

// Example of returned data (JSON return result when correct):
{
    "errcode" : 0,
    "errmsg" : "ok"
}

# Set up a customer service administrator

The interface will be Weixin Mini Program customer service number corresponding to the customer account set as customer manager.

Instructions for invoking

Http request method: GET https://api.weixin.qq.com/customservice/kfaccount/setadmin?access_token=ACCESS_TOKEN&kf_openid=KFOPENID

Dxplaination of request parameters

Return instructions

Example of Return Parameters

// Example of returned data (JSON return result when correct):
{
    "errcode" : 0,
    "errmsg" : "ok"
}

# Cancel customer service administrator

The interface according to Weixin Mini Program customer service number, remove the corresponding customer account customer administrator identity.

Instructions for invoking

Http request method: GET https://api.weixin.qq.com/customservice/kfaccount/canceladmin?access_token=ACCESS_TOKEN&kf_openid=KFOPENID

Dxplaination of request parameters

Return instructions

Example of Return Parameters

// Example of returned data (JSON return result when correct):
{
    "errcode" : 0,
    "errmsg" : "ok"
}

# Main return code

# Weixin Mini Program Customer Service Sub-merchant Capability Introduction and Development Documentation

# Features Description

Customer service sub-merchant capability is the customer service capability support provided by WeChat public platform for integrated service platform Weixin Mini Program. A Weixin Mini Program account can create multiple sub-account accounts for merchants within the platform, which can be created to evoke separate sessions of sub-merchants in the Mini Program customer service component.Multiple sub-merchant sessions are independent, providing users with a better customer service experience.

# Scope of Openness

Open to the Weixin Mini Program category [[E-Commerce Platform]].The permission setup process Log in to the Mini Program management back-end, go to "Settings - Interface Settings" to enable the ability to be installed. Maximum number of submerchant accounts After the opening, the maximum number of subtrader accounts can be applied for for a single Mini Program account is 500. If you need to apply for an increase, please send an email to the subject of "Application for an Increase in the number of Mini Program customer service submerchants_Mini Program name" placeofminiprogram@qq.comInclude information on the Mini Program account AppID, the Mini Program name, the background to use, the number of accounts that need to be applied for, and the products already in the business (including apps / websites / Official Account).Once the audit is approved, the maximum number of sub-merchants can be increased.

# Development documentation

# Create a merchant

Dxplaination of Interface Call Request

Http request method: POST https://api.weixin.qq.com/cgi-bin/business/register?access_token=ACCESS_TOKEN

The JSON numbers are as follows

{
    "account_name": "apple",
    "nickname": "苹果",
    "icon_media_id":"media_id"
    "transfer_to_commkf": true
}

Return Example of Message

{ "business_id": 1 }

Parameter explaination

Return code explaination

# Update merchant information

Dxplaination of Interface Call Request

Http request method: POST https://api.weixin.qq.com/cgi-bin/business/update?access_token=ACCESS_TOKEN

The JSON numbers are as follows

{
    "business_id": 1,
    "nickname": "苹果",
    "icon_media_id":""
}

Return Example of Message

{
    "errcode": 0,
    "errmsg": "ok"
}

Introductions

1. If the nickname is empty, the nickname is not updated
2. Icon_media_id is empty and does not update the avatar

Parameter explaination

Return code explaination

# Pull up information for individual merchants

Dxplaination of Interface Call Request

Http request method: POST https://api.weixin.qq.com/cgi-bin/business/get?access_token=ACCESS_TOKEN

The JSON numbers are as follows

{
    "business_id": 1
}
或
{
    "account_name": "apple"
}

Return Example of Message

{
    "business_info":
    {
        "business_id": 1,
        "account_name": "apple",
        "nickname":"苹果",
        "icon_url":"icon_url"
    }
}

Parameter explaination

Return code explaination

# Extract multiple merchant information

Dxplaination of Interface Call Request

Http request method: POST https://api.weixin.qq.com/cgi-bin/business/list?access_token=ACCESS_TOKEN

The JSON numbers are as follows

{
    "offset": 0,
    "count": 100
}

Return Example of Message

{
    "list": [
        {
            "business_id": 1,
            "account_name": "apple",
            "nickname":"苹果",
            "icon_url":"icon_url"
        },
        {
            "business_id": 2,
            "account_name": "apple",
            "nickname":"苹果",
            "icon_url":"icon_url"
        }
    ]
}

Dxplaination: The amount of data returned by a request is less than count, indicating that the requested data has reached the end.

Parameter explaination

# Receive a message push

Please refer to Customer Service Messages Receive messages and events The push adds a parameter BusinessId, which means that the message came from the session of the child merchant. Take sending text messages as an example:

Example of a JSON format

{
    "ToUserName": "toUser",
    "FromUserName": "fromUser",
    "CreateTime": 1482048670,
    "MsgType": "text",
    "Content": "this is a test",
    "MsgId": 1234567890123456,
    "BusinessId": 1
}

XML Format Examples

<xml>
    <ToUserName><![CDATA[toUser]]></ToUserName>
    <FromUserName><![CDATA[fromUser]]></FromUserName>
    <CreateTime>1482048670</CreateTime>
    <MsgType><![CDATA[text]]></MsgType>
    <Content><![CDATA[this is a test]]></Content>
    <MsgId>1234567890123456</MsgId>
    <BusinessId>1</BusinessId>
</xml>

# Send customer service messages

Dxplaination of Interface Call Request

Http request method: POST https://api.weixin.qq.com/cgi-bin/message/custom/business/send?access_token=ACCESS_TOKEN

JSON Digital Packet

In addition to the request url, postdata can directly refer to the original to send customer service message JSON digital packet, and on this basis with the parameter businesssid.To send out

Send text messages as an example:

{
    "touser":"OPENID",
    "businessid":1,
    "msgtype":"text",
    "text":
    {
    "content":"Hello World"
    }
}

# Customer Service Enter Status

Dxplaination of Interface Call Request

Http request method: POST https://api.weixin.qq.com/cgi-bin/message/custom/business/typing?access_token=ACCESS_TOKEN

JSON Digital Packet

In addition to the request url is different, postdata can directly refer to the original customer service input state interface JSON digital packet, and on this basis to add parameters Businesssid, an example is as follows:

{
    "businessid":1,
    "touser":"OPENID",
    "command":"Typing"
}

# Weixin Mini Program Component initiates a submerchant customer service session

Button adds a business-id attribute that represents the submerchant ID.