CN106899487A

CN106899487A - Communication processing method, device, server and equipment

Info

Publication number: CN106899487A
Application number: CN201610528557.1A
Authority: CN
Inventors: 朱锡全; 阮征; 楼贤林
Original assignee: Alibaba Group Holding Ltd
Current assignee: Advanced New Technologies Co Ltd; Advantageous New Technologies Co Ltd
Priority date: 2016-07-06
Filing date: 2016-07-06
Publication date: 2017-06-27
Anticipated expiration: 2036-07-06
Also published as: CN106899487B

Abstract

This application discloses a kind of communication processing method, device, server and equipment, the dialogue connect setting of the reception client, according to the user's request that client sends is received, is the first treatment state or second processing state by the communication server；When receiving the user message that any transmission client sends, if the transmission client is connected in the described first treatment state with the dialogue of the reception client, obtained from message database with replying message that the user message is matched, and reply message transmission to the transmission client by described；If the client that sends is connected during in the second processing state with the dialogue of the reception client, the user message is sent to the reception client, the reception client is exported the user message.The embodiment of the present application realizes the timely treatment of user message.

Description

Communication processing method, device, server and equipment

Technical field

The application belongs to communication technical field, specifically, is related to a kind of communication processing method, device, server and visitor Family end.

Background technology

In the communication scenes that existing utilization instant messaging is realized, a user may be carried out with multiple users Communication, such as " online customer service " communication scenes based on web (webpage), the contact staff in " online customer service " serviced Cheng Zhong, is generally one-to-many service, that is, a contact staff can simultaneously service multiple users.

By taking " online customer service " as an example, when being communicated, the communication server initially sets up the transmission client for accessing application Dialogue with the reception client of contact staff is connected；Access and send user message by sending client, the communication server is again User message is forwarded to reception client, contact staff can disappear according to user message by receiving client transmission reply Breath, the communication server will reply message be forwarded to transmission client again.

But, because a contact staff may simultaneously service multiple access, contact staff is accomplished by talking with each In toggle, may will reply not in time, therefore there is a problem of user message treatment not in time, influence Consumer's Experience.

The content of the invention

In view of this, technical problems to be solved in this application there is provided a kind of communication processing method, device, server And equipment, realize user message and process in time.

In order to solve the above-mentioned technical problem, this application discloses a kind of communication processing method, including：

According to the user's request that client sends is received, the dialogue connect setting by the reception client is the first treatment State or second processing state；

When receiving the user message that any transmission client sends, if described send client and the reception client Dialogue connection in described first treatment state when, the reply matched with the user message is obtained from message database and is disappeared Breath, and reply message transmission to the transmission client by described；

If the client that sends is connected during in the second processing state, by institute with the dialogue of the reception client State user message to send to the reception client, the reception client is exported the user message.

Preferably, it is described according to the user's request that client sends is received, the dialogue connection of the reception client is set Being set to the first treatment state or second processing state includes：

When the first user request for receiving client transmission, in the described first treatment state for asking is right Words connection switches to the second processing state from the first treatment state；The first user request is the reception client End detects what is generated when first user is operated；

The second user request that client sends is received when receiving, the reception client is in the described first treatment Whole dialogue connections of state switch to the second processing state from the first treatment state；The second user is asked The client that receives detects what is generated when second user is operated；

The 3rd user's request that client sends is received when receiving, in the second processing state for asking Individual dialogue connection switches to the first treatment state from the second processing state；3rd user's request is the reception Client detects what is generated when the 3rd user operates；

The fourth user request that client sends is received when receiving, the reception client is in the second processing Whole dialogue connections of state switch to the first treatment state from the second processing state；The fourth user is asked The client that receives detects what is generated when fourth user is operated.

Preferably, it is described according to the user's request that client sends is received, the dialogue connection of the reception client is set It is set to after the first treatment state or second processing state, methods described also includes：

When receiving the dialogue connection request of any transmission client, in whole dialogue junctions of the reception client When the described first treatment state, the dialogue connection of the transmission client and the reception client is set up, and institute is set Dialogue connection is stated in the first treatment state.

Preferably, if the client that sends is connected during in the first treatment state with the dialogue of reception client, Obtained from message database with replying message that the user message is matched, and by it is described reply message transmission to send client End includes：

If the client that sends is connected during in the first treatment state with the dialogue of the reception client, call automatic Server for answering question obtained from message database with replying message that the user message is matched, and reply message transmission by described To transmission client.

Preferably, if the client that sends is connected during in the first treatment state with the dialogue of reception client, Obtained from message database matched with the user message reply message after, methods described also includes：

The user message and described replying message are sent to the reception client, makes the reception client defeated Go out the user message and described reply message.

Preferably, if the client that sends is connected during in second processing state with the dialogue of the reception client, The user message is sent to the reception client, it is described after the reception client is exported the user message Method also includes：

Whether detection receives replying message for the reception client transmission in Preset Time；

If not receiving when replying message of the reception client transmission in the Preset Time, visitor is sent by described Family end is connected from the second processing state with the dialogue of the reception client and switches to the first treatment state, and from disappearing Obtained in breath database with replying message that the user message match, and described replying message is sent to the transmission client End.

A kind of communication processing method, including：

Receive client to send to the communication server user's request that user triggers, make the communication server according to connecing The user's request that client sends is received, is the first treatment state or second processing by the dialogue connect setting of the reception client State；When the user message of any transmission client is received, if the client that sends receives the right of client with described Words connection in first treatment state when, obtained from message database with replying message that the user message match, and by It is described to reply message transmission to the transmission client；If the dialogue junction for sending client and the reception client When second processing state, the user message is sent to the reception client；

The corresponding user message of the connection of the dialogue in second processing state that the communication server sends is received, and exports institute State user message.

Preferably, receiving client and send to the communication server user's request that user triggers includes：

When detecting first user operation, generation first user request, and first user request transmission is extremely communicated Server, the dialogue in the described first treatment state that making the communication server will ask is connected from described first Reason state switches to the second processing state；

When detecting second user and operating, generation second user request, and second user request is sent to described The communication server, makes the communication server that the reception client to be in whole dialogue connections of the described first treatment state The second processing state is switched to from the first treatment state；

When detecting the 3rd user and operating, the 3rd user's request is generated, and the 3rd user's request is sent to described The communication server, makes one in the second processing state dialogue connection that the communication server will be asked from described the Two treatment states switch to the first treatment state；

When detecting fourth user and operating, generation fourth user request, and fourth user request is sent to described The communication server, makes the communication server that the reception client to be in whole dialogue connections of the second processing state The first treatment state is switched to from the second processing state.

Preferably, the reception client sends to the communication server user's request that user triggers, the side Method also includes：

Receive the communication server and will talk with the feedback message that connect setting is the first treatment state or second processing state Afterwards, more new user interface and output state prompt message；The condition prompting information is used to point out user any one dialogue company Whether connect in the first treatment state or second processing state.

A kind of communication processing apparatus, including：

State setting module, for according to the user's request that client sends is received, by the dialogue of the reception client Connect setting is the first treatment state or second processing state；

First processing module, during for the user message for receiving any transmission client transmission, if the transmission client Hold and be connected during in the first treatment state with the dialogue of the reception client, obtained from message database and disappeared with the user What breath was matched replies message, and replies message transmission to the transmission client by described；If it is described transmission client with it is described When receiving the dialogue connection of client in second processing state, the user message is sent to the reception client, made The reception client exports the user message.

Preferably, the state setting module includes：

First state setting unit, for when the first user request for receiving client transmission, will ask in institute A dialogue connection for stating the first treatment state switches to the second processing state from the first treatment state；Described first The described reception when client detects first user operation of user's request generates；

Second state set unit, for when the second user request for receiving client transmission is received, by the reception Whole dialogue connections that client is in the described first treatment state switch to the second processing from the first treatment state State；The second user request is described to be received to be generated when client detects second user operation；

Third state setting unit, for when the 3rd user's request for receiving reception client transmission, the place that will be asked In a dialogue connection of the second processing state the first treatment state is switched to from the second processing state；It is described The described reception when client detects the 3rd user operation of 3rd user's request generates；

4th state set unit, for when the fourth user request for receiving client transmission is received, by the reception Whole dialogue connections that client is in the second processing state switch to first treatment from the second processing state State；The fourth user request is described to be received to be generated when client detects fourth user operation.

Preferably, also include：

Connection establishment module, during for the dialogue connection request for receiving any transmission client, in the reception client When whole dialogue connections at end are in the described first treatment state, the transmission client and the reception client are set up Dialogue connection, and the dialogue connection is set in the first treatment state.

Preferably, the first processing module is connected in first in the transmission client with the dialogue for receiving client During treatment state, obtained from message database with replying message that the user message is matched, and reply message hair by described Deliver to transmission client specifically for：

Preferably, also include：

Output module, for obtaining what is matched with the user message from message database in the first processing module After replying message, the user message and described replying message are sent to the reception client, make the reception visitor Family end exports the user message and described replies message.

Preferably, also include：

Detection module, for being sent to the reception client in the just described user message of the first processing module, Make after the reception client output user message, whether detection receives the reception client in Preset Time What is sent replies message；

Second processing module, for not receiving replying message for the reception client transmission in the Preset Time When, the transmission client is connected from the second processing state with the dialogue of the reception client and switches to described first Treatment state, and obtained from message database with replying message that the user message is matched, and reply message hair by described Deliver to the transmission client.

A kind of communication server, including receiving unit, sending assembly and processing assembly；

The processing assembly, receives the user's request that client sends, according to institute for triggering the receiving unit User's request is stated, is the first treatment state or second processing state by the dialogue connect setting of the reception client；

When the receiving unit receives the user message that any transmission client sends, if the transmission client It is connected during in the first treatment state with the dialogue of the reception client, is obtained from message database and the user message Matching is replied message, and is triggered the sending assembly and replied message transmission to the transmission client by described；

If the client that sends is connected during in second processing state with the dialogue of the reception client, triggering is described Sending assembly sends to the reception client user message, the reception client is exported the user message.

A kind of communication processing apparatus, including：

Sending module, the user's request for user to be triggered is sent to the communication server, makes the communication server root It is the first treatment state or second by the dialogue connect setting of the reception client according to the user's request that client sends is received Treatment state；When the user message of any transmission client is received, if described send client and the reception client Dialogue connection in first treatment state when, obtained from message database with replying message that the user message is matched, And reply message transmission to the transmission client by described；If the client that sends connects with the dialogue of the reception client Connect during in second processing state, the user message is sent to the reception client；

Receiver module, the dialogue in second processing state for receiving communication server transmission connects corresponding user Message, and export the user message.

Preferably, the sending module includes：

First transmitting element, when being operated for detecting first user, generation first user request, and described first is used Family request is sent to the communication server, the dialogue in the described first treatment state for making the communication server to ask Connection switches to the second processing state from the first treatment state；

Second transmitting element, when being operated for detecting second user, generation second user request, and described second is used Family request is sent to the communication server, makes the communication server that the reception client is in into the described first treatment shape Whole dialogue connections of state switch to the second processing state from the first treatment state；

3rd transmitting element, when being operated for detecting the 3rd user, generates the 3rd user's request, and the described 3rd is used Family request is sent to the communication server, make that the communication server will be asked one in the second processing state Dialogue connection switches to the first treatment state from the second processing state；

4th transmitting element, when being operated for detecting fourth user, generation fourth user request, and the described 4th is used Family request is sent to the communication server, makes the communication server that the reception client is in into the second processing shape Whole dialogue connections of state switch to the first treatment state from the second processing state.

Preferably, also include：

Update module, is the first treatment state or second processing shape for that receive the communication server will talk with connect setting After the feedback message of state, more new user interface and output state prompt message；The condition prompting information is used to point out user Whether any one dialogue connection is in the first treatment state or second processing state.

A kind of terminal device, including input module, display module and processing assembly；

The input module is used to detect user's operation of user；

The processing assembly is used to be operated according to the user of input module, generates user's request and sends to communication service Device, makes the communication server according to the user's request that client sends is received, and the dialogue connection of the reception client is set It is set to the first treatment state or second processing state；When the user message of any transmission client is received, if the transmission Client is connected during in the first treatment state with the dialogue of the reception client, is obtained from message database and the use Family match messages are replied message, and reply message transmission to the transmission client by described；If it is described transmission client with When the dialogue connection for receiving client is in second processing state, the user message is sent to the reception client End；

The corresponding user message of the connection of the dialogue in second processing state that the communication server sends is received, and triggers institute State display module and export the user message.

Compared with prior art, the application can be obtained including following technique effect：

Receive client to send to the communication server user's request, the communication server be able to will be received according to user's request The dialogue connect setting of client is the first treatment state or second processing state, hence in the right of the first treatment state Words connection, when the user message that correspondence transmission client sends is received, directly obtains from message database and disappears with user What breath was matched replying message and sending to client is sent, without artificial treatment, for being connected in second processing status dialogue, The user message that client sends is sent when correspondence is received, then according to normal process flow, is sent and extremely receive client output, To wait artificial treatment, user message is realized by the embodiment of the present application and is processed in time, improve operating efficiency.

Certainly, any product for implementing the application must be not necessarily required to while reaching all the above technique effect.

Brief description of the drawings

Accompanying drawing described herein is used for providing further understanding of the present application, constitutes the part of the application, this Shen Schematic description and description please does not constitute the improper restriction to the application for explaining the application.In the accompanying drawings：

Fig. 1 is a kind of flow chart of communication processing method one embodiment of the embodiment of the present application；

Fig. 2 is a kind of flow chart of another embodiment of communication processing method of the embodiment of the present application；

Fig. 3 is the structural representation of the communication processing system in a practical application of the embodiment of the present application；

Fig. 4 is a kind of flow chart of another embodiment of communication processing method of the embodiment of the present application；

Fig. 5 a~5b is respectively that the user interface of the reception client in a practical application of the embodiment of the present application shows Show schematic diagram；

Fig. 6 is a kind of structural representation of communication processing apparatus one embodiment of the embodiment of the present application；

Fig. 7 is a kind of structural representation of communication server one embodiment of the embodiment of the present application；

Fig. 8 is a kind of structural representation of another embodiment of communication processing apparatus of the embodiment of the present application；

Fig. 9 is a kind of structural representation of terminal device one embodiment of the embodiment of the present application.

Specific embodiment

Describe presently filed embodiment in detail below in conjunction with drawings and Examples, thereby how the application is applied Technological means can fully understand and implement according to this to solve technical problem and reach the implementation process of technology effect.

Technical scheme is primarily adapted for use in instant messaging scene, such as online customer service communication scenes, wherein, online Customer service is a kind of with webpage as medium, and the page communication technology of the instant channel of communication is provided for user and contact staff.

In instant communication scenes, the communication server is set up transmission client and is connected with the dialogue for receiving client, sends Client realizes instant messaging with client terminal communication server is received.And one receives client and may send client with multiple End is set up and talks with connection, therefore the user of reception client may send the user of client while being chatted with multiple, The user for so receiving client is accomplished by constantly engaging in the dialogue switching receiving client, to process different transmission clients The user message of transmission.May will be processed not in time for certain user's message, particularly receive the dialogue that client is set up When connecting more, therefore Consumer's Experience can be had a strong impact on.

In order to solve user message treatment technical problem not in time, inventor researchs and proposes the application's by a series of Technical scheme, in the embodiment of the present application, according to the user's request that client sends is received, can be by the right of the reception client Words connect setting is the first treatment state or second processing state；From when receive it is any transmission client user message when, If the client that sends is connected during in the first treatment state with the dialogue of the reception client, obtained from message database Take with replying message that the user message is matched, and reply message transmission to the transmission client by described；If the hair Send client be connected with the dialogue of the reception client when being in second processing state, the user message is sent to described Client is received, the reception client is exported the user message, to wait user to be processed.In the embodiment of the present application In, user can according to the actual requirements set the treatment state residing for dialogue connection, so that dialogue connection is at first During reason state, replying message of being matched with user message can be searched from message database, realize automatically replying.Connect in dialogue Connect that more, user is busy, when user leaves, dialogue can be set and be connected as the first treatment state so that user message Can be processed in time, to improve Consumer's Experience.

Transmission client and reception client in the embodiment of the present application can refer to using client in a browser End, or the client etc. in electronic equipment is applied, the application is defined not to this.Send client and connect to initiate dialogue Connect the client of request.

Technical scheme is described in detail below in conjunction with accompanying drawing.

Fig. 1 is a kind of flow chart of communication processing method one embodiment that the embodiment of the present application is provided, and the method can be with Apply in the communication server, the communication server is connected with transmission client and reception client respectively, it is possible to set up hair Client is sent to be connected with the dialogue for receiving client.

The method can include following steps：

101：According to the user's request that client sends is received, the dialogue connect setting by the reception client is first Treatment state or second processing state.

The user's request can receive client to detect correspondence generation when user operates.

The user's request is used to ask one that will receive client or all dialogue connect setting is the first treatment shape State or second processing state.

Each one transmission client of dialogue connection correspondence, difference can be shown in the user interface for receiving client The corresponding identification information of dialogue connection, to distinguish different dialogue connection, the identification information can be user by sending client User account of registration etc..

In the embodiment of the present application, any one dialogue connection can at least have the first treatment state and second processing shape State.

User's request can have polytype.

Therefore as another embodiment, according to the user's request that client sends is received, by the reception client Dialogue connect setting is that the first treatment state or second processing state can include following several possible situations：

The first user request that client sends is received when receiving, in the described first treatment state for asking Individual dialogue connection switches to the second processing state from the first treatment state；Wherein, the first user request is institute State reception client and detect what is generated when first user is operated；It is right that reception client can export each in display interface The dialog prompt information of connection is talked about, for example, can be each corresponding user account information for sending client of dialogue connection Deng.

Additionally, receiving client can also correspond to each dialogue connection first operation prompt information of output, to point out to use Family performs first user operation, and dialogue connection is switched to second processing state by triggering first user request.First operation Prompt message for example can be text information etc..

The second user request that client sends is received when receiving, the reception client is in the described first treatment Whole dialogue connections of state switch to the second processing state from the first treatment state；The second user is asked The client that receives detects what is generated when second user is operated.

Additionally, receiving client can export the second operation prompt information, operated with pointing out user to perform second user, touched Hair second user request, second processing state is switched to by all dialogue connections.

The 3rd user's request that client sends is received when receiving, in the second processing state for asking Individual dialogue connection switches to the first treatment state from the second processing state；3rd user's request is the reception Client detects what is generated when the 3rd user operates.

Additionally, receiving client can export the 3rd operation prompt information, operated with pointing out user to perform the 3rd user, touched The 3rd user's request is sent out, respective dialog connection is switched back into the first treatment state.

Additionally, receiving client can export the 4th operation prompt information, operated with pointing out user to perform fourth user, touched Hair fourth user request, the first treatment state is switched back into by all dialogue connections.

102：Receive any user message for sending client transmission.

103：If it is described send client be connected with the dialogue of the reception client in first process state when, from disappearing Obtained in breath database with replying message that the user message match, and described replying message is sent to the transmission client End.

104：If the client that sends is connected during in second processing state, by institute with the dialogue of the reception client State user message to send to the reception client, the reception client is exported the user message.

Namely when any transmission client is connected in the first treatment state with the dialogue for receiving client, if now connecing Receive the user message of transmission client transmission, then directly obtain from message database match with the user message time Multiple message, and replied message described by the dialogue linkup transmit to the transmission client, realize automatically replying, without Artificial treatment user message.And if any client that sends is connected in second processing state with the dialogue of reception client, It is then normal process, user message is sent to client is received, is exported by reception client, to wait artificial treatment, user Can be replied message by receiving client transmission according to user message.

It should be noted that the operation of step 101 do not limit with operation order in the present embodiment, it can be when any Wait and perform, can be before or after step 102~step 104 or while perform.

In the present embodiment, the treatment state of the dialogue connection of client can be received by setting so that receive client When the dialogue connection at end is in the first treatment state, for the user message that client sends is sent, can directly from message count According to replying message that lookup in storehouse is matched with user message, and this is replied message into transmission to transmission client；And if connect The dialogue connection for receiving client is in second processing state, then for the user message that client sends is sent, normally located Reason, sends to client is received, and is exported by reception client, to wait user to process.The present embodiment cannot be located in time in user During reason user message, by the treatment state for changing dialogue connection, you can to realize the timely treatment of user message.

Meaning is very big in actual applications for the embodiment of the present application, particularly in online customer service application scenarios, if customer service Personnel are busy or when current session is more or contact staff leaves, you can be connected as at first with setting dialogue Reason state so that user message can be processed in time, can greatly improve Consumer's Experience, improve service quality.

Wherein, as another embodiment, in the user's request sent according to reception client, by the reception client Dialogue connect setting for first treatment state or second processing state after, methods described can also include：

When receiving the dialogue connection request of any transmission client, in whole dialogue junctions of the reception client When the second processing state, the dialogue connection of the transmission client and the reception client is set up, and institute is set Dialogue connection is stated in the first treatment state.

Namely if when the whole dialogue connections for receiving client are in second processing state, show that user now cannot Treatment is any to send the user message that client sends, if therefore now receiving dialogue connection request, newly-established dialogue Connect namely the first treatment state can be automatically set as.

And if when the whole dialogue connections for receiving client are not completely in the first treatment state, then can set up described The dialogue connection of client and the reception client is sent, and the dialogue connection is set in the second processing shape State.

Certainly, if during the whole dialogues for receiving client are connected, the dialogue less than predetermined number is connected at second During reason state, if then receiving the dialogue connection request of any transmission, the transmission client and reception visitor are set up The dialogue connection at family end, it is possible to which the dialogue connection is set in the first treatment state.

The predetermined number can be a smaller value, such as 1 or 2 etc., be also even currently at the right of second processing state The negligible amounts of connection are talked about, less than predetermined number, shows that user cannot process the more user for sending client transmission and disappear now Breath, may concentrate the user message sent in one or several transmission clients, please if now receiving dialogue connection Ask, then newly-established dialogue is connected namely can be automatically set as the first treatment state, if so as to be received based on the dialogue User message, then search replying message for matching and replied from message database automatically.

Wherein, obtained from message database with replying message that the user message is matched, can be in communication service Performed in device, or the communication server calls what automatic question answering server was performed.Automatic question answering server for example can be Robot chat system, can automatically search replying message of being matched with user message from message database.

Accordingly, as another embodiment, if the transmission client is connected with the dialogue for receiving client being in First treatment state when, obtained from message database with replying message that the user message match, and by it is described reply disappear Breath is sent to transmission client can be included：

Wherein, the communications records of the dialogue connection in the first treatment state are checked when user is idle for convenience, so as to In intervention is manually made, as another embodiment, if the dialogue junction for sending client and receiving client When the first treatment state, obtained from message database with replying message that the user message is matched, and by the reply Message is sent while client is sent, and methods described also includes：

Wherein it is possible to be receive send client send user message when, will user message send to reception Client, triggering receives client output；Got from message database matched with user message when replying message, will Described replying message is sent while client is sent, you can sent to reception client with that will reply message, triggering is received Client is exported.

Wherein, each dialogue connection of client is received due to the first treatment shape can be set to according to user's request State or second processing state, namely it is the first treatment shape that user can ask any one dialogue connect setting according to the actual requirements State or second processing state.Cause to receive client from the dialogue connection in second processing state in order to avoid user forgets The user message of reception, it is impossible to processed in time.

As another embodiment,

If the client that sends is connected during in second processing state, by the use with the dialogue of the reception client Family message is sent to the reception client, is made after the reception client output user message, and methods described is also wrapped Include：

The present embodiment, by setting Preset Time, if do not received in Preset Time receiving returning for client transmission Multiple message, shows that user does not process user message in time, therefore can be obtained from message database and the user message What is matched replies message, and replies message transmission to the transmission client by described, while can connect the dialogue switching It is the first treatment state.So that user message can be processed in time, Consumer's Experience is further improved.

A kind of flow chart of another embodiment of communication processing method that Fig. 2 is provided for the embodiment of the present application, the present embodiment Methods described when receiving client for browser, can be connect specifically by reception client executing by React JS technology innovations Receive the user interface of client.So that user interface can be automatically synchronous with bottom data holding, that is, user interface can be with The change of data and change, when realizing that the first treatment state and second processing state switch, the change of user interface.

The method can include following steps：

201：Client is received to send to the communication server user's request that user triggers.

The communication server can connect the dialogue of the reception client according to the user's request that client sends is received Connect and be set to the first treatment state or second processing state；When the user message of any transmission client is received, if described Send client to be connected during in the first treatment state with the dialogue of the reception client, obtained and institute from message database Replying message for user message matching is stated, and transmission to the transmission client is replied message by described；If the transmission client Hold and be connected during in second processing state with the dialogue of the reception client, the user message is sent to described and receives visitor Family end.

Wherein, user's request is used to ask one that will receive client or all dialogue connect setting is the first treatment State or second processing state.

Different user's operations can trigger different user's requests.

Accordingly, as another embodiment：

Receiving client and send to the communication server user's request that user triggers can include following several situations：

202：The corresponding user message of the connection of the dialogue in second processing state that the communication server sends is received, and it is defeated Go out the user message.

User distinguishes the treatment state of different dialogue connection for convenience, as another embodiment, as shown in Fig. 2 should Method can also include：

203：Receive the communication server and will talk with the feedback that connect setting is the first treatment state or second processing state After message, more new user interface and output state prompt message.

Whether the condition prompting information is used to pointing out user any one dialogue connection in the first treatment state or second Treatment state.

Condition prompting information can include the first prompt message and the second prompt message, and the first prompt message is used to point out User any one dialogue connection in first treatment state；Second prompt message be used for point out user any one dialogue connection be in Second processing state.So as to can intuitively check the treatment state of dialogue connection by user interface user, such that it is able to select User message in second processing status dialogue linkup transmit is processed, and the user interface for receiving client includes input Frame, can edit in input frame and reply message, and trigger reception client send described in reply message to the communication server, by The communication server will reply message transmission to corresponding transmission client.

Wherein, more new user interface and output state prompt message, it is possible to use React JS technologies, according to feedback message Realize the renewal of user interface.

In a practical application, technical scheme goes in online customer service application scenarios, such as Fig. 3 institutes Show, be the structural representation of the communication processing system applied in online customer service application scenarios, due to sending client 301, communication Server 302 and reception client 303 are constituted.

Certainly, as another embodiment, the communication processing system can also include automatic question answering server 304, be used for Realization is automatically replied.

Below by taking online customer service application scenarios as an example, based on the communication processing system shown in Fig. 3, to technical scheme It is described in detail.

As described in Figure 4, a kind of flow chart of another embodiment of communication processing method for being provided for the embodiment of the present application, should Method can include following steps：

401：The user's request that client receives contact staff's triggering is received, and is sent to the communication server.

402：According to the user's request, the dialogue connect setting by the reception client is at first to the communication server Reason state or second processing state.

Wherein, receiving client can export different operating prompt message, to point out contact staff to perform different users Operation, realizes that the one or all dialogue connect setting that will receive client is the first treatment state.

As shown in Fig. 5 a and Fig. 5 b, a kind of display schematic diagram of the user interface of client, Fig. 5 a are respectively received In, the first operation prompt information 501 is at least outputed in user interface.

In Fig. 5 b, the second operation prompt information 502 and the 4th operation prompt information can be at least exported in user interface 503。

Operation prompt information can be indicated with text information.For example in Fig. 5 a and Fig. 5 b, the first operation prompt information 501 is " robot trustship ", and the second operation prompt information 502 is " trustship ", and the 4th operation prompt information 503 is " reaching the standard grade " etc., First user operation is being performed according to the first operation information so that when a dialogue connection is in the first treatment state, now may be used To export the 3rd operation information, for example " cancel robot trustship " etc..

First operation prompt information, the second operation prompt information, the 3rd operation prompt information and the 4th operation indicating letter Breath can be manipulation control, and user's operation can be the operation such as touch-control or click.Asked such that it is able to correspondence generation first user, Second user request, the 3rd user's request and fourth user request.

The communication server can be asked according to first user, and the dialogue connect setting that will be asked is the first treatment shape In state, such as Fig. 5 a, the first operation prompt information for one dialogue connection, may be displayed on the dialogue connection dialog box in, Contact staff performs first user operation according to the first operation prompt information, receives client and detects first user operation, i.e., Generation first user request.The communication server will the dialogue connect setting be first treatment state, receive client receive After the feedback information of the communication server, can more new user interface, the first prompt message of output, for pointing out contact staff to be somebody's turn to do Dialogue connection is in the first treatment state.The mark letter of different dialogue connection can be shown in the user interface for receiving client Breath, such as Fig. 5 a identification informations 504, then the first prompt message may be displayed on identification information corresponding position, the in such as Fig. 5 a One prompt message 505.

When some dialogue connection is in the first treatment state, contact staff can also perform according to the 3rd operation information 3rd user is operated, and client the 3rd user's request of generation is received to trigger, and the communication server can according to the 3rd user's request Second processing state is switched to by a dialogue connection in the first treatment state, reception client output can also be triggered Second prompt message, to point out contact staff's dialogue connection in second processing state.

The communication server can also be asked according to second user, and the whole dialogue connect settings that will receive client are second Treatment state.As illustrated in fig. 5b, contact staff performs second user operation according to the second operation information, can trigger reception visitor Family end generation second user request, the communication server is asked according to second user, can will receive the whole at client custom end Dialogue is set to the first treatment state, it is possible to which triggering receives client and exports the first prompt message, as illustrated in fig. 5b, first Prompt message 505 may be displayed on the identification information corresponding position of each dialogue connection.

Contact staff performs fourth user operation according to the 4th operation information, can trigger reception client and generate the 4th use Family is asked, and the communication server is second processing according to whole dialogue connect settings that fourth user request can will receive client State.It is dialogue connection the second prompt message of output in second processing state that can also trigger and receive client.

403：The communication server receives the user message of any transmission client.

404：Judge that whether the transmission client is connected in the first treatment state with the dialogue of the reception client, If it is, performing step 407.

405：Obtained from message database with replying message that the user message is matched, and reply message hair by described Deliver to the transmission client.

406：The user message and described replying message are sent to the reception client, makes the reception client The end output user message and described reply message.

Certainly, can be when the output for receiving contact staff is asked, by the user message as another embodiment And it is described reply message transmission to the reception client, the reception client is exported the user message and described Reply message.

The communication server can receive client each dialogue connection user interface in output message prompt message, Such as the output message prompt message 506 in Fig. 5 b.

Contact staff performs output operation according to output message prompt message, and can trigger reception client generation output please Ask, the communication server is received after output request, user message and described replying message can be sent to the reception Client, contact staff can check user message and reply message.

407：The user message is sent to the reception client so that the reception client exports the user Message.

If send client be connected with the dialogue for receiving client in second processing state, you can with normal process, User message is sent to client is received, is exported by reception client, to wait contact staff to process.

If new right when receiving additionally, when the whole dialogue connections for receiving client are in the first treatment state During words connection request, newly-established dialogue connection meeting default setting is the first treatment state, and otherwise, newly-established dialogue connection is write from memory Recognize and be set to second processing state.

And for receiving the user message that client is exported, if in Preset Time, the communication server is not received When the replying message of contact staff's offer that client sends is provided, then can be searched from message database and user message That matches somebody with somebody replying message and sending to client is sent, while can also be connected the transmission client with the dialogue for receiving client It is set to the first treatment state.

In the present embodiment, contact staff, can at any time by one or all dialogue in for multiple visitor's service processes Connect setting is the first treatment state, realizes automatically replying.Because in online customer service application scenarios, access is entered with contact staff Row chat, typically to solve problem.It is that standard is asked and the problem involved by the user message of certain user is fairly simple Topic, therefore model answer can be set for typical problem, namely storage is replied message in message database, so that contact staff The corresponding dialogue connect setting of user message that can will rule of thumb have model answer is the first treatment state, to user message Intelligent replying is carried out, contact staff can focus on more complicated user message.So as to ensure that user message is obtained To treatment in time, the accuracy of user message treatment can be ensured again, improve and access experience.

Whenever necessary, one or all dialogue connection is switched back into second processing state.So that contact staff is busy It is commonplace, leave when, timely and accurate treatment is carried out to user message.

The communication processing apparatus of one or more embodiments according to the application described in detail below.

A kind of structural representation of communication processing apparatus one embodiment that Fig. 6 is provided for the embodiment of the present application, the device Can configure in the communication server, can include：

State setting module 601, for according to the user's request that client sends is received, by the right of the reception client Words connect setting is the first treatment state or second processing state；

First processing module 602, during for the user message for receiving any transmission client transmission, if described send visitor Family end is connected during in the first treatment state with the dialogue of the reception client, is obtained from message database and the user Match messages are replied message, and reply message transmission to the transmission client by described；If described send client and institute When stating the dialogue connection for receiving client in second processing state, the user message is sent to the reception client, The reception client is set to export the user message.

Wherein, as another embodiment, the state setting module can include：

Used as another embodiment, the device can also include：

Used as another embodiment, the first processing module connects in the transmission client with the dialogue for receiving client Connect in first treatment state when, obtained from message database with replying message that the user message match, and will described in Reply message transmission to send client can be specifically for：

Used as another embodiment, the device can also include：

Communication processing apparatus described in Fig. 6 can perform the communication processing method described in embodiment illustrated in fig. 1, and it realizes former Reason and technique effect are repeated no more.

For the concrete mode that wherein modules, unit perform operation of the communication processing apparatus in above-described embodiment It has been described in detail in the embodiment about the method, explanation will be not set forth in detail herein.

Communication processing apparatus described in above-described embodiment, in actual applications, are desirably integrated into the communication server, the communication Server is specially instant messaging service.The communication server of the communication processing apparatus described in deployment above-described embodiment, can be with root According to the user's request for receiving client, the dialogue connection to receiving client can set the first treatment state and second processing State, realizes the timely treatment to sending the user message that client sends.

As described in Figure 7, a kind of structural representation of the communication server one embodiment for being provided for the embodiment of the present application, should The communication server can include receiving unit 701, sending assembly 702 and processing assembly 703；

Receiving unit 701, sending assembly 702 are connected by bus with processing assembly 703 respectively.

The processing assembly 703, the user's request that client sends is received for triggering the receiving unit 701, It is the first treatment state or second processing state by the dialogue connect setting of the reception client according to the user's request；

When the receiving unit 701 receives the user message that any transmission client sends, if described send visitor Family end is connected during in the first treatment state with the dialogue of the reception client, is obtained from message database and the user Match messages are replied message, and are triggered the sending assembly 702 and replied message transmission to the transmission client by described；

If the client that sends is connected during in second processing state with the dialogue of the reception client, triggering is described Sending assembly 702 sends to the reception client user message, the reception client is exported the user and disappears Breath.

The integrated operation of the generally control communication server of processing assembly 703, processing assembly 703 can include one or more Processor carrys out execute instruction, to complete all or part of step in above-mentioned method and step 101 to 104.Certain processing assembly Can also be one or more application specific integrated circuits (ASIC), digital signal processor (DSP), digital signal processing appts (DSPD), PLD (PLD), field programmable gate array (FPGA), controller, microcontroller, microprocessor or Other electronic components are realized, for performing the above method.

Receiving unit 701 can include one or more receivers, and sending assembly 702 can be including one or more transmittings Device.

Certainly, the communication server can also necessarily include miscellaneous part, such as memory, input/output interface, communication set Part etc..

Memory is configured as storing various types of data supporting the operation in the communication server.Memory can be by Any kind of volatibility or non-volatile memory device or combinations thereof realization, such as static RAM (SRAM), Electrically Erasable Read Only Memory (EEPROM), Erasable Programmable Read Only Memory EPROM (EPROM) may be programmed Read-only storage (PROM), read-only storage (ROM), magnetic memory, flash memory, disk or CD.

, to provide interface between processing assembly and peripheral interface module, above-mentioned peripheral interface module can for input/output interface Being output equipment, input equipment etc..

Communication component is configured to facilitate the communication of wired or wireless way between the communication server and other equipment, for example With the communication for sending client and reception client.

Wherein, In yet another embodiment, non-transitorycomputer readable storage medium can be stored in memory.

Processing assembly is specifically for reading and performs non-transitorycomputer readable storage medium described in memory, realizes Following operation：

Trigger the receiving unit and receive the user's request that client sends, according to the user's request, will be described It is the first treatment state or second processing state to receive the dialogue connect setting of client；

When the receiving unit receives the user message that any transmission client sends, if the transmission client It is connected during in the first treatment state with the dialogue of the reception client, is obtained from message database and the user message Matching is replied message, and is triggered the sending assembly 702 and replied message transmission to the transmission client by described；

Wherein, as another embodiment, the processing assembly triggers the receiving unit and receives client transmission User's request, be the first treatment state or the by the dialogue connect setting of the reception client according to the user's request Two treatment states can include：

By the receiving unit receive client send first user ask when, will ask in described first One dialogue connection for the treatment of state switches to the second processing state from the first treatment state；The first user please Ask the reception client to detect when first user is operated to generate；

When receiving the second user request that client sends by the receiving unit, the reception client is in Whole dialogue connections of the first treatment state switch to the second processing state from the first treatment state；Described Two user's requests are described to be received to be generated when client detects second user operation；

When receiving three user's request that client sends by the receiving unit, will ask in described second One dialogue connection for the treatment of state switches to the first treatment state from the second processing state；3rd user please Ask the reception client to detect when the 3rd user operates to generate；

When receiving the fourth user request that client sends by the receiving unit, the reception client is in Whole dialogue connections of the second processing state switch to the first treatment state from the second processing state；Described Four user's requests are described to be received to be generated when client detects fourth user operation.

Used as another embodiment, the processing assembly is additionally operable to receive any transmission client in the receiving unit Dialogue connection request when, when whole dialogue connections of the reception client are in the described first treatment state, set up institute The dialogue connection for sending client and the reception client is stated, and the dialogue connection is set in the described first treatment shape State.

Used as another embodiment, the processing assembly is in the transmission client and the dialogue junction for receiving client When the first treatment state, obtained from message database with replying message that the user message is matched, and trigger the hair Sending component by it is described reply message transmission to send client specifically for：

If the client that sends is connected during in the first treatment state with the dialogue of the reception client, call automatic Server for answering question obtained from message database with replying message that the user message is matched, and trigger the sending assembly will It is described to reply message transmission to transmission client.

Used as another embodiment, the processing assembly is additionally operable to trigger the sending assembly in the first processing module Obtained from message database matched with the user message reply message after, by the user message and the reply Message is sent to the reception client, the reception client is exported the user message and described is replied message.

Used as another embodiment, the processing assembly is additionally operable in the just described user message of the first processing module Send to the reception client, make after the reception client output user message, detection is in Preset Time It is no to receive replying message for the reception client transmission；The reception client hair is not received in the Preset Time Send when replying message, the transmission client is connected from the second processing state and cut with the dialogue of the reception client Shift to the first treatment state, and obtained from message database with replying message that the user message is matched, and trigger The sending assembly replies message transmission to the transmission client by described.

A kind of structural representation of another embodiment of communication processing apparatus that Fig. 8 is provided for the embodiment of the present application, the dress Put and be configurable to receive client, the reception client can be browser or the application journey in terminal device Sequence etc., the device can include：

Sending module 801, the user's request for user to be triggered is sent to the communication server, makes the communication server According to the user's request that client sends is received, the dialogue connect setting by the reception client is the first treatment state or the Two treatment states；When the user message of any transmission client is received, if described send client and the reception client When the dialogue connection at end is in the first treatment state, the reply matched with the user message is obtained from message database and is disappeared Breath, and reply message transmission to the transmission client by described；If the client that sends receives the right of client with described When words connection is in second processing state, the user message is sent to the reception client；

Receiver module 802, the connection of the dialogue in second processing state for receiving communication server transmission is corresponding User message, and export the user message.

Used as another embodiment, the sending module can include：

Used as another embodiment, the device can also include：

Communication processing apparatus described in Fig. 8 can perform the communication processing method described in embodiment illustrated in fig. 2, and it realizes former Reason and technique effect are repeated no more.Operation is performed for the communication processing apparatus in above-described embodiment wherein modules, unit Concrete mode be described in detail in the embodiment about the method, explanation will be not set forth in detail herein.

The communication processing apparatus that embodiment illustrated in fig. 8 is provided, in actual applications, are desirably integrated into terminal device, should Terminal device for example can be the mobile device such as computer or mobile phone, panel computer.

The terminal device of the communication processing apparatus described in deployment above-described embodiment, can facilitate user to carry out different dialogue company The setting of the treatment state for connecing, such that it is able to user it is busy, leave when, to realize the timely place to user message Reason.

As described in Figure 9, a kind of structural representation of the terminal device one embodiment for being provided for the embodiment of the present application, the end End equipment can be with input module 901, display module 902 and processing assembly 903；

The input module 901 is used to detect user's operation of user；

The processing assembly 903 is used for the user's operation detected according to input module 901, generates user's request and sends extremely The communication server, makes the communication server according to the user's request that client sends is received, by the right of the reception client Words connect setting is the first treatment state or second processing state；When the user message of any transmission client is received, if The client that sends is connected during in the first treatment state with the dialogue of the reception client, is obtained from message database With replying message that the user message is matched, and transmission is replied message to the transmission client by described；If the transmission Client is connected during in second processing state with the dialogue of the reception client, the user message is sent to described and is connect Receive client；

The corresponding user message of the connection of the dialogue in second processing state that the communication server sends is received, and triggers institute State display module 902 and export the user message.

The integrated operation of the usual control terminal equipment of processing assembly 903, what for example reception user edited replies message, and passes through The communication server is replied message to client transmission is sent.Processing assembly 903 can be held including one or more processors Row instruction, to complete all or part of step in above-mentioned method and step 201 to 203.Certain processing assembly can also be one Individual or multiple application specific integrated circuits (ASIC), digital signal processor (DSP), digital signal processing appts (DSPD), can Programmed logic device (PLD), field programmable gate array (FPGA), controller, microcontroller, microprocessor or other electronics unit Part is realized, for performing the above method.

Wherein, input module can include one or more sensors, for detecting that user operates.

According to user's operation that input module is detected, generate user's request and send to the communication server, make the communication The dialogue connect setting of the reception client, according to the user's request that client sends is received, is the first treatment shape by server State or second processing state；When the user message of any transmission client is received, if the transmission client connects with described Receive client dialogue connection in first treatment state when, obtained from message database match with the user message time Multiple message, and reply message transmission to the transmission client by described；If described send client and the reception client Dialogue connection in second processing state when, the user message is sent to the reception client；

Additionally, the user's operation detected according to input module as another embodiment, the processing assembly, generates user Request Concurrency delivers to the communication server can be included：

According to the first user operation that input module is detected, generation first user request, and the first user is asked Transmission to the communication server is asked, the dialogue connection in the described first treatment state for making the communication server to ask The second processing state is switched to from the first treatment state；

When the second user detected according to input module is operated, generation second user request, and by the second user Request is sent to the communication server, makes the communication server that the reception client is in into the first treatment state Whole dialogue connections switch to the second processing state from the first treatment state；

When the 3rd user detected according to input module operates, the 3rd user's request is generated, and by the 3rd user Request is sent to the communication server, and make the communication server to ask one in the second processing state is right Words connection switches to the first treatment state from the second processing state；

When the fourth user detected according to input module is operated, generation fourth user request, and by the fourth user Request is sent to the communication server, makes the communication server that the reception client is in into the second processing state Whole dialogue connections switch to the first treatment state from the second processing state.

Used as another embodiment, it is that the processing assembly be additionally operable to receive the communication server will talk with connect setting After the feedback message of one treatment state or second processing state, the display module more new user interface and output state are triggered Prompt message；Whether the condition prompting information is used to pointing out user any one dialogue connection in the first treatment state or second Treatment state.

The embodiment of the present application additionally provides a kind of communication processing system, can include the communication server, send client with And client is received, sending client and receiving client to be arranged respectively in different terminal equipment, by this implementation The communication processing system of example, you can timely to ensure user message treatment, can also to a certain extent ensure user message The accuracy for the treatment of, can improve user job efficiency.

By above description, those skilled in the art can be understood that the application can add by software must The mode of the general hardware platform for needing is realized.Therefore, the embodiment of the present application additionally provides a kind of electronic equipment, the electronic equipment At least include connecing memory and processor, memory and processor are connected by bus.

In a typical configuration, computing device includes one or more processors (CPU), input/output interface, net Network interface and internal memory.

Internal memory potentially includes the volatile memory in computer-readable medium, random access memory (RAM) and/or The forms such as Nonvolatile memory, such as read-only storage (ROM) or flash memory (flash RAM).Internal memory is computer-readable medium Example.

Computer-readable medium includes that permanent and non-permanent, removable and non-removable media can be by any method Or technology realizes information Store.Information can be computer-readable instruction, data structure, the module of program or other data. The example of the storage medium of computer includes, but are not limited to phase transition internal memory (PRAM), static RAM (SRAM), moves State random access memory (DRAM), other kinds of random access memory (RAM), read-only storage (ROM), electric erasable Programmable read only memory (EEPROM), fast flash memory bank or other memory techniques, read-only optical disc read-only storage (CD-ROM), Digital versatile disc (DVD) or other optical storages, magnetic cassette tape, the storage of tape magnetic rigid disk or other magnetic storage apparatus Or any other non-transmission medium, can be used to store the information that can be accessed by a computing device.Defined according to herein, calculated Machine computer-readable recording medium does not include non-temporary computer readable media (transitory media), such as data-signal and carrier wave of modulation.

Some vocabulary have such as been used to censure specific components in the middle of specification and claim.Those skilled in the art should It is understood that hardware manufacturer may call same component with different nouns.This specification and claims are not with name The difference of title is used as distinguishing the mode of component, but the difference with component functionally is used as the criterion distinguished.Such as logical The "comprising" of piece specification and claim mentioned in is an open language, therefore should be construed to " include but do not limit In "." substantially " refer to that in receivable error range, those skilled in the art can solve described in the range of certain error Technical problem, basically reaches the technique effect.Additionally, " coupling " one word herein comprising it is any directly and indirectly electric property coupling Means.Therefore, if a first device is coupled to a second device described in text, representing the first device can direct electrical coupling The second device is connected to, or the second device is electrically coupled to indirectly by other devices or coupling means.Specification Subsequent descriptions be implement the application better embodiment, so it is described description be for the purpose of the rule for illustrating the application, It is not limited to scope of the present application.The protection domain of the application ought be defined depending on the appended claims person of defining.

Also, it should be noted that term " including ", "comprising" or its any other variant be intended to nonexcludability Comprising, so that commodity or system including a series of key elements not only include those key elements, but also including without clear and definite Other key elements listed, or it is this commodity or the intrinsic key element of system also to include.In the feelings without more limitations Under condition, the key element limited by sentence "including a ...", it is not excluded that in the commodity or system including the key element also There is other identical element.

Described above has shown and described some preferred embodiments of the application, but as previously described, it should be understood that the application Be not limited to form disclosed herein, be not to be taken as the exclusion to other embodiment, and can be used for various other combinations, Modification and environment, and can be in application contemplated scope described herein, by above-mentioned teaching or the technology or knowledge of association area It is modified.And the change and change that those skilled in the art are carried out do not depart from spirit and scope, then all should be in this Shen Please be in the protection domain of appended claims.

Claims

1. a kind of communication processing method, it is characterised in that including：

It is the first treatment state by the dialogue connect setting of the reception client according to the user's request that client sends is received Or second processing state；

When receiving the user message that any transmission client sends, if the client that sends receives the right of client with described Words connection in described first treatment state when, obtained from message database with replying message that the user message is matched, And reply message transmission to the transmission client by described；

If the client that sends is connected during in the second processing state, by the use with the dialogue of the reception client Family message is sent to the reception client, the reception client is exported the user message.

2. method according to claim 1, it is characterised in that described according to the user's request that client sends is received, will The dialogue connect setting for receiving client is that the first treatment state or second processing state include：

When the first user request for receiving client transmission, the dialogue in the described first treatment state that will be asked connects Connect from the first treatment state and switch to the second processing state；The first user request is the reception client inspection Measure what is generated when first user is operated；

The second user request that client sends is received when receiving, the reception client is in the described first treatment state Whole dialogue connections switch to the second processing state from the first treatment state；The second user request is described Receive client and detect what is generated when second user is operated；

The 3rd user's request that client sends is received when receiving, in the second processing state for asking is right Words connection switches to the first treatment state from the second processing state；3rd user's request is the reception client End detects what is generated when the 3rd user operates；

The fourth user request that client sends is received when receiving, the reception client is in the second processing state Whole dialogue connections switch to the first treatment state from the second processing state；The fourth user request is described Receive client and detect what is generated when fourth user is operated.

3. method according to claim 1, it is characterised in that described according to the user's request that client sends is received, will After the dialogue connect setting for receiving client is for the first treatment state or second processing state, methods described also includes：

When receiving the dialogue connection request of any transmission client, institute is in whole dialogue connections of the reception client When stating the first treatment state, the dialogue connection of the transmission client and the reception client is set up, and set described right Words connection is in the described first treatment state.

4. method according to claim 1, it is characterised in that to send client right with reception client if described Words connection in first treatment state when, obtained from message database with replying message that the user message match, and by Transmission to the transmission client that replies message includes：

If the client that sends is connected during in the first treatment state with the dialogue of the reception client, automatic question answering is called Server obtained from message database with replying message that the user message is matched, and by it is described reply message transmission to send out Send client.

5. method according to claim 1, it is characterised in that to send client right with reception client if described Words connection in first treatment state when, obtained from message database matched with the user message reply message after, Methods described also includes：

The user message and described replying message are sent to the reception client, the reception client is exported institute State user message and described reply message.

6. method according to claim 1, it is characterised in that to send client right with the reception client if described When words connection is in second processing state, the user message is sent to the reception client, make the reception client Export after the user message, methods described also includes：

If when replying message of the reception client transmission is not received in the Preset Time, by the transmission client It is connected from the second processing state with the dialogue of the reception client and switches to the first treatment state, and from message count According to obtained in storehouse with replying message that the user message is matched, and reply message transmission to the transmission client by described.

7. a kind of communication processing method, it is characterised in that including：

Receive client to send to the communication server user's request that user triggers, make the communication server objective according to receiving The user's request that family end sends, is the first treatment state or second processing shape by the dialogue connect setting of the reception client State；When the user message of any transmission client is received, if the dialogue for sending client and the reception client When connection is in the first treatment state, obtained from message database with replying message that the user message is matched, and by institute State and reply message transmission to the transmission client；If the transmission client is connected with the dialogue of the reception client and is in During second processing state, the user message is sent to the reception client；

The corresponding user message of the connection of the dialogue in second processing state that the communication server sends is received, and exports the use Family message.

8. method according to claim 7, it is characterised in that receive client and send to leading to the user's request that user trigger Telecommunications services device includes：

When detecting first user operation, generation first user request, and first user request is sent to communication service Device, makes the dialogue connection in the described first treatment state that the communication server will be asked from the described first treatment shape State switches to the second processing state；

When detecting second user operation, generation second user request, and second user request is sent to the communication Server, makes the communication server that the reception client is in into the described first the whole for the treatment of state and talks with connection from institute State the first treatment state and switch to the second processing state；

When detecting the 3rd user operation, the 3rd user's request is generated, and the 3rd user's request is sent to the communication Server, one in the second processing state dialogue that making the communication server will ask is connected from described second Reason state switches to the first treatment state；

When detecting fourth user operation, generation fourth user request, and fourth user request is sent to the communication Server, makes the communication server connect from institute whole dialogues that the reception client is in the second processing state State second processing state and switch to the first treatment state.

9. method according to claim 7, it is characterised in that the user's request hair that the reception client triggers user Deliver to after the communication server, methods described also includes：

Receiving the communication server will talk with after connect setting is the feedback message of the first treatment state or second processing state, More new user interface and output state prompt message；The condition prompting information be used for point out user any one dialogue connection whether In the first treatment state or second processing state.

10. a kind of communication processing apparatus, it is characterised in that including：

State setting module, for according to the user's request that client sends is received, by the dialogue connection of the reception client It is set to the first treatment state or second processing state；

First processing module, for receive it is any transmission client send user message when, if it is described transmission client with When the dialogue connection for receiving client is in the first treatment state, obtained from message database and the user message That matches somebody with somebody replies message, and replies message transmission to the transmission client by described；If described send client and the reception When the dialogue connection of client is in second processing state, the user message is sent to the reception client, made described Receive client and export the user message.

11. devices according to claim 10, it is characterised in that the state setting module includes：

First state setting unit, for that when the first user request that receive client transmission, will ask in described the One dialogue connection of one treatment state switches to the second processing state from the first treatment state；The first user Ask the reception client to detect when first user is operated to generate；

Second state set unit, for when the second user request for receiving client transmission is received, by the reception client Whole dialogue connections of the end in the described first treatment state switch to the second processing state from the first treatment state； The second user request is described to be received to be generated when client detects second user operation；

Third state setting unit, for that when the 3rd user's request for receiving client transmission is received, will ask in institute A dialogue connection for stating second processing state switches to the first treatment state from the second processing state；Described 3rd The described reception when client detects the 3rd user operation of user's request generates；

4th state set unit, for when the fourth user request for receiving client transmission is received, by the reception client Whole dialogue connections of the end in the second processing state switch to the first treatment state from the second processing state； The fourth user request is described to be received to be generated when client detects fourth user operation.

12. devices according to claim 10, it is characterised in that also include：

Connection establishment module, during for the dialogue connection request for receiving any transmission client, in the reception client When all dialogue connection is in the described first treatment state, the dialogue of the transmission client and the reception client is set up Connection, and the dialogue connection is set in the first treatment state.

13. devices according to claim 10, it is characterised in that the first processing module it is described transmission client with When receiving the dialogue connection of client in the first treatment state, obtain what is matched with the user message from message database Reply message, and by it is described reply message transmission to send client specifically for：

14. devices according to claim 10, it is characterised in that also include：

Output module, for obtaining the reply matched with the user message from message database in the first processing module After message, the user message and described replying message are sent to the reception client, make the reception client Export the user message and described reply message.

15. devices according to claim 10, it is characterised in that also include：

Detection module, for being sent to the reception client in the just described user message of the first processing module, makes institute State after the reception client output user message, whether detection receives the reception client in Preset Time sends Reply message；

Second processing module, for not receiving when replying message of the reception client transmission in the Preset Time, The transmission client is connected from the second processing state with the dialogue of the reception client and is switched at described first Reason state, and obtained from message database with replying message that the user message is matched, and reply message transmission by described To the transmission client.

16. a kind of communication servers, it is characterised in that including receiving unit, sending assembly and processing assembly；

The processing assembly, receives the user's request that client sends, according to the use for triggering the receiving unit Family is asked, and is the first treatment state or second processing state by the dialogue connect setting of the reception client；

When the receiving unit receives the user message that any transmission client sends, if described send client and institute When stating the dialogue connection for receiving client in the first treatment state, obtained from message database and matched with the user message Reply message, and trigger the sending assembly and reply message transmission to the transmission client by described；

If the client that sends is connected during in second processing state with the dialogue of the reception client, the transmission is triggered Component sends to the reception client user message, the reception client is exported the user message.

A kind of 17. communication processing apparatus, it is characterised in that including：

Sending module, the user's request for user to be triggered is sent to the communication server, makes the communication server according to connecing The user's request that client sends is received, is the first treatment state or second processing by the dialogue connect setting of the reception client State；When the user message of any transmission client is received, if the client that sends receives the right of client with described Words connection in first treatment state when, obtained from message database with replying message that the user message match, and by It is described to reply message transmission to the transmission client；If the dialogue junction for sending client and the reception client When second processing state, the user message is sent to the reception client；

Receiver module, the dialogue in second processing state for receiving communication server transmission connects corresponding user and disappears Breath, and export the user message.

18. devices according to claim 17, it is characterised in that the sending module includes：

First transmitting element, when being operated for detecting first user, generation first user request, and please by the first user Transmission to the communication server is asked, the dialogue connection in the described first treatment state for making the communication server to ask The second processing state is switched to from the first treatment state；

Second transmitting element, when being operated for detecting second user, generation second user request, and please by the second user Transmission to the communication server is asked, makes the communication server that the reception client is in into the described first treatment state All dialogue connections switch to the second processing state from the first treatment state；

3rd transmitting element, when being operated for detecting the 3rd user, generates the 3rd user's request, and please by the 3rd user Transmission to the communication server is asked, makes one in the second processing state dialogue that the communication server will be asked Connection switches to the first treatment state from the second processing state；

4th transmitting element, when being operated for detecting fourth user, generation fourth user request, and please by the fourth user Transmission to the communication server is asked, makes the communication server that the reception client is in into the second processing state All dialogue connections switch to the first treatment state from the second processing state.

19. devices according to claim 17, it is characterised in that also include：

Update module, is the first treatment state or second processing state for receiving the communication server by connect setting is talked with After feedback message, more new user interface and output state prompt message；The condition prompting information is used to point out user any Whether individual dialogue connection is in the first treatment state or second processing state.

20. a kind of terminal devices, it is characterised in that including input module, display module and processing assembly；

The input module is used to detect user's operation of user；

The processing assembly is used to be operated according to the user of input module, generates user's request and sends to the communication server, makes According to the user's request that client sends is received, the dialogue connect setting by the reception client is the to the communication server One treatment state or second processing state；When the user message of any transmission client is received, if the transmission client It is connected during in the first treatment state with the dialogue of the reception client, is obtained from message database and the user message What is matched replies message, and replies message transmission to the transmission client by described；If the transmission client connects with described When receiving the dialogue connection of client in second processing state, the user message is sent to the reception client；

The corresponding user message of the connection of the dialogue in second processing state that the communication server sends is received, and triggers described aobvious Show that component exports the user message.