CN108833265B - Message processing method, device, server and storage medium - Google Patents
Message processing method, device, server and storage medium Download PDFInfo
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- CN108833265B CN108833265B CN201810689685.3A CN201810689685A CN108833265B CN 108833265 B CN108833265 B CN 108833265B CN 201810689685 A CN201810689685 A CN 201810689685A CN 108833265 B CN108833265 B CN 108833265B
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
- H04L51/52—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail for supporting social networking services
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/50—Network services
- H04L67/53—Network services using third party service providers
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Abstract
The application relates to a message processing method, a device, a server and a storage medium, which are used for receiving a client message, wherein the client message carries a target service identifier; determining service parameters of the target service according to the target service identifier; when the service parameter comprises a callback address, determining a third-party service platform according to the callback address; the callback address is a link address of a third-party service platform, and the third-party service platform is a platform for providing third-party service when the target service is the third-party service; and sending the client message to the third-party service platform. Therefore, the client message is sent to the third-party service platform, and the third-party service platform processes the client message. Therefore, the message processing method, the message processing device, the server and the storage medium can interface the client message with the third-party service platform, so that the message processing method, the message processing device, the server and the storage medium have higher flexibility.
Description
Technical Field
The present application relates to the field of communications technologies, and in particular, to a message processing method, an apparatus, a server, and a storage medium.
Background
At present, enterprises providing services or products generally provide customer service for the services or products to customers through various forms of internet media such as web pages, public numbers of public platforms, service numbers and the like. For a single platform or instant chat tool, only the customer service for customer service management through the platform or the chat tool can be provided.
For example, a customer service based on an enterprise's own customer service system can only provide customer service in the system, although better customer service management can be achieved in the customer service system; for another example, a customer service based on an instant chat tool can only provide basic customer service through a session function provided by the instant chat tool, and thus cannot perform better customer service management.
Therefore, the flexibility of the customer service is low.
Disclosure of Invention
In view of the foregoing, it is desirable to provide a message processing method, device, server and storage medium with high flexibility.
A method of message processing, the method comprising:
receiving a client message, wherein the client message carries a target service identifier;
determining service parameters of the target service according to the target service identification;
when the service parameter comprises a callback address, determining a third-party service platform according to the callback address;
sending the customer message to the third party service platform;
the callback address is a link address of the third-party service platform, and the third-party service platform is a platform for providing the third-party service when the target service is the third-party service.
A message processing apparatus, the apparatus comprising:
the client message receiving module is used for receiving a client message, and the client message carries a target service identifier;
the service parameter determining module is used for determining the service parameters of the target service according to the target service identification;
the third-party platform determining module is used for determining a third-party service platform according to the callback address when the service parameter comprises the callback address;
the client message sending module is used for sending the client message to the third-party service platform;
the callback address is a link address of the third-party service platform, and the third-party service platform is a platform for providing the third-party service when the target service is the third-party service.
A server comprising a memory and a processor, the memory storing a computer program, the processor implementing the steps of the message processing method when executing the computer program.
A computer-readable storage medium, on which a computer program is stored which, when being executed by a processor, carries out the steps of the above-mentioned message processing method.
The message processing method, the message processing device, the server and the storage medium receive the client message, wherein the client message carries the target service identifier; determining service parameters of the target service according to the target service identifier; when the service parameter comprises a callback address, determining a third-party service platform according to the callback address; the callback address is a link address of a third-party service platform, and the third-party service platform is a platform for providing third-party service when the target service is the third-party service; and sending the client message to the third-party service platform. Therefore, the client message is sent to the third-party service platform, and the third-party service platform processes the client message. Therefore, the message processing method, the message processing device, the message processing server and the message processing storage medium can be used for butting the client message with the third-party service platform without paying attention to how the third-party service platform performs customer service management, namely the third-party service platform can provide personalized customer service management according to the self requirement, and therefore the message processing method, the message processing device, the message processing server and the message processing storage medium are high in flexibility.
Drawings
FIG. 1 is a diagram of an application environment for message processing in one embodiment;
FIG. 2 is a flow diagram that illustrates a method for message processing in one embodiment;
FIG. 3 is a flow chart illustrating a message processing method according to another embodiment;
FIG. 4 is a functional block diagram of a message processing method in an exemplary embodiment;
FIG. 5 is a block diagram showing the structure of a message processing apparatus according to an embodiment;
fig. 6 is an internal configuration diagram of a server in one embodiment.
Detailed Description
In order to make the objects, technical solutions and advantages of the present application more apparent, the present application is described in further detail below with reference to the accompanying drawings and embodiments. It should be understood that the specific embodiments described herein are merely illustrative of the present application and are not intended to limit the present application.
The message processing method provided by the application can be applied to enterprise-level market products. The application environment is shown in fig. 1. Wherein the client terminal 102 communicates with the server 104 via a network, and the server 104 communicates with the third-party service platform 106 via the network. The message processing method may be run on the server 104, i.e. the executing terminal of the message processing method may be the server 104. A client terminal 102 sends a client message to a server 104, and the server 104 receives the client message, wherein the client message carries a target service identifier; determining service parameters of the target service according to the target service identification; when the service parameter comprises a callback address, determining the third-party service platform 106 according to the callback address; sending the customer message to the third party services platform 106; the callback address is a link address of the third-party service platform 106, and the third-party service platform 106 is a platform for providing the third-party service when the target service is the third-party service. The third-party service platform 106 may be a terminal or a server. The terminals and client terminals 102 may be, but are not limited to, various personal computers, laptops, smart phones, tablets, and portable wearable devices. The server can be implemented by an independent server or a server cluster consisting of a plurality of servers.
In one embodiment, as shown in fig. 2, there is provided a message processing method, including the steps of:
s202, receiving a client message, wherein the client message carries a target service identifier.
The client message refers to a message transmitted by a client terminal. The client terminal is a terminal used by a client and can correspond to the client terminal through a client identifier. A customer is a user who uses a service, such as a user who may service a product. Services may refer to functionality provided through a computer device, such as online customer service functionality provided by an enterprise that may provide a particular physical product. A service can be uniquely identified by a service identification. A targeted service refers to a service to which a client message is sent, i.e., a service that requires processing or responding to the client message. The target service identification refers to an identification of the target service of the client message.
And S204, determining the service parameters of the target service according to the target service identifier.
The service parameters may include parameters to be used when sending the client message to the target service, and may also include parameters to be used when sending a message returned by the target service to the client terminal. The service parameters may be preset. The service parameters of each service may be recorded in the data table, and the service parameters of the target service corresponding to the target service identifier may be determined by looking up the data table.
And S206, when the service parameter comprises the callback address, determining the third-party service platform according to the callback address.
The callback address is a link address of the third-party service platform, and the third-party service platform is a platform for providing the third-party service when the target service is the third-party service. In this embodiment, the third-party service platform is a platform owned by an enterprise, and the platform runs on a terminal or a server different from the execution terminal of the message processing method. The same enterprise can apply for at least one service identifier from the execution terminal, and at least one service identifier can be set as the service identifier of the customer service provided by the enterprise. It should be noted that, in this embodiment, the target service identifier carried in the client message is a service identifier of a customer service provided by an enterprise.
And S208, sending the client message to a third-party service platform.
The client message can be sent to the third-party service platform by setting the destination address of the client message as the callback address. The client message can also be sent to the third-party service platform by establishing a data channel.
The third-party service platform can provide manual customer service or automatic reply for the customer message. The automatic reply mode is that the content in the database replies the customer message, therefore, when the keyword of the customer message content comprises the preset keyword, the automatic reply customer service mode is provided, otherwise, the manual customer service mode is provided; the method can also provide manual customer service within the preset working time and provide an automatic reply mode outside the preset working time; it is also possible to provide a manual customer service after the customer triggers a manual request by default in a manner of providing an automatic reply.
The message processing method receives a client message, wherein the client message carries a target service identifier; determining service parameters of the target service according to the target service identifier; when the service parameter comprises a callback address, determining a third-party service platform according to the callback address; the callback address is a link address of a third-party service platform, and the third-party service platform is a platform for providing third-party service when the target service is the third-party service; and sending the client message to the third-party service platform. Therefore, the client message is sent to the third-party service platform, and the third-party service platform processes the client message. Therefore, the message processing method can butt the client message with the third-party service platform without paying attention to how the third-party service platform performs customer service management, namely the third-party service platform can provide personalized customer service management according to self requirements, and the message processing method is high in flexibility.
As shown in fig. 3, in one embodiment, the service parameters include security parameters. Sending the customer message to a third party service platform, comprising:
and S315, after carrying out digital security processing on the client message according to the security parameters, sending the client message to a third-party service platform.
The security parameter is a parameter required for performing digital security processing on the client message, and may be an encryption key, a digital signature, or the like. Based on the technical scheme of the embodiment, after the client message is subjected to digital security processing according to the security parameters, the client message subjected to digital security processing is sent to the third-party service platform. Therefore, the safety of the client message can be improved, and the safety of message processing is improved.
In one embodiment, the security parameters include link security parameters. After carrying out digital security processing on the client message according to the security parameters, sending the client message to a third-party service platform, wherein the method comprises the following steps: carrying out signature processing on a destination address of the client message according to the link security parameter; and sending the client message subjected to digital security processing to a third-party service platform, wherein the digital security processing comprises signature processing.
The link security parameter is a parameter that is required to perform digital security processing on the address link, and may be a signature. In this embodiment, the target address of the client message is signed according to the link security parameter, and the signed client message is sent to the third-party service platform, so that the third-party service platform can perform security processing on the client message, and thus, the security of message processing is improved.
In another embodiment, the security parameters include content security parameters. After carrying out digital security processing on the client message according to the security parameters, sending the client message to a third-party service platform, wherein the method comprises the following steps: encrypting the message content of the client message according to the content security parameter; and sending the client message subjected to digital security processing to a third-party service platform, wherein the digital security processing comprises encryption processing.
The content security parameter is a parameter that is required to perform digital security processing on the message content, and may be an encryption key, for example. In this embodiment, the message content of the client message is encrypted according to the content security parameter, and the encrypted client message is sent to the third-party service platform, so that the third-party service platform can perform security processing on the client message, thereby improving the security of message processing.
It should be noted that the message content may be transmitted in xml (extensible Markup Language) format. The client message may be a text message, a picture message, a voice message, etc., and the client message may be a single chat message including two objects or a group chat message including at least three objects.
In one application scenario, the content security parameter is an encryption key, and the encryption key is a public key provided by a third-party service, so that after the message content of the client message is encrypted by the public key, only the third-party service can decrypt the encrypted message content by a private key corresponding to the public key provided by the third-party service. In this way, the client message is subjected to security processing, thereby improving the security of message processing.
In one preferred embodiment, the security parameters include a link security parameter and a content security parameter. After carrying out digital security processing on the client message according to the security parameters, sending the client message to a third-party service platform, wherein the method comprises the following steps: carrying out signature processing on a destination address of the client message according to the link security parameter; encrypting the message content of the client message according to the content security parameter; and sending the client message subjected to digital security processing to a third-party service platform, wherein the digital security processing comprises signature processing and encryption processing.
Based on the technical scheme of the preferred embodiment, the destination address of the client message is signed, the message content of the client message is encrypted, and double safety guarantees are provided for the safety of the client message in a double digital safety processing mode, so that the safety of message processing is improved.
In one embodiment, before determining the service parameter of the target service according to the target service identifier, the method further includes:
s301, receiving service configuration information, wherein the service configuration information carries a target service identifier.
S302, according to the service configuration information, determining the service parameters corresponding to the target service identification.
The service configuration information is information for configuring service parameters. Based on the message processing method of the embodiment, an interface for configuring service parameters is provided for the third-party service platform, so that the third-party service platform can send service configuration information through the interface. After accessing the execution terminal of the message processing, the third-party service platform may obtain the service identifier allocated by the execution terminal, and then needs to provide the service configuration information to the execution terminal. And after receiving the service configuration information, the execution terminal determines the service parameters corresponding to the target service identification according to the service configuration information. Therefore, a configuration mode is provided for the configuration of the service parameters, and the flexibility of message processing is further improved.
It will be appreciated that the service parameters may include a callback address and the corresponding service configuration information may include the callback address. The callback address supports http (Hyper Text Transfer Protocol) and https (Hyper Text Transfer Protocol Secure). In this way, the callback address in the service parameter is configured, thereby improving the flexibility of message processing.
Further, the technical solution based on the previous embodiment may include the following two specific embodiments. In the following two specific embodiments, the service parameters further include security parameters. The security parameters may include link security parameters or/and content security parameters.
In one embodiment, determining the service parameter corresponding to the target service identifier according to the service configuration information includes: and when the service configuration information carries the safety parameters, determining the service parameters according to the target service identification and the safety parameters.
For the condition that the service configuration information carries the security parameters, the security parameters of the target service can be determined through the security parameters carried by the service configuration information and the target service identifier. Based on the technical scheme of the embodiment, a third-party service platform provides a configuration mode of the security parameters of the service parameters, so that the flexibility of message processing is further improved.
In another embodiment, determining the service parameter corresponding to the target service identifier according to the service configuration information includes: when the service configuration information does not carry the security parameters, generating the security parameters; and determining service parameters according to the target service identification and the security parameters.
For the case that the service configuration information does not carry the security parameter, the security parameter corresponding to the target service identifier may be generated at the execution terminal of the message processing method. Based on the technical scheme of the embodiment, under the condition that the third-party service platform does not provide the security parameters, the security parameters of the service parameters can be provided through the execution terminal, so that the flexibility of message processing is further improved.
In one embodiment, receiving the client message further comprises:
s303, receiving a session start command, wherein the session start command carries the client identifier and the target service identifier.
S304, determining a session start message according to the service parameter corresponding to the target service identifier, and sending the session start message to the client terminal. The client terminal identifies a corresponding terminal for the client.
The technical solution based on this embodiment can provide event type support for the client terminal, for example, the client can trigger sending of a session start command to the execution terminal of the message processing method by entering a service number or clicking an event of message content at the client terminal. And the execution terminal receives the session starting command, determines corresponding service parameters according to the target service identifier carried in the session starting command, further determines a session starting message according to the service parameters, and sends the session starting message to the client terminal. The method for determining the session start message according to the service parameter may be to search for the content of a preset session start message in the service parameter corresponding to the target service identifier. The session start message may be one of preset service parameters, and may be configured when the service parameters are preset, or may be configured when the third-party service sends service configuration information to configure the service parameters. Further, the session start message may be a welcome phrase, which may include text information, picture information, and a hyperlink. Therefore, based on the technical solution of this embodiment, the execution terminal can respond to the session start command sent by the client terminal.
Further, in an embodiment, determining a session start message according to the service parameter corresponding to the target service identifier, and sending the session start message to the client terminal, further includes:
s305, receiving a manual transferring request, wherein the manual transferring request carries a client identifier and a target service identifier.
And S306, sending the manual transferring request to a third-party service platform according to the service parameter corresponding to the target service identifier.
Based on the technical scheme of the embodiment, under the condition that the automatic reply cannot meet the customer requirement, a triggering event for transferring the manual service can be provided for the customer terminal, and the event can be a preset button click or a preset hyperlink click and the like. When the trigger event is triggered, the client terminal sends a manual transfer request to the execution terminal of the message processing method. And the execution terminal receives the manual transferring request and sends the manual transferring request to a third-party service platform corresponding to the target service identifier according to the target service identifier carried in the manual transferring request so that the third-party service platform responds to the manual transferring request. Based on the technical scheme of the embodiment, manual-to-manual service is supported, and personalized management can be performed on manual-to-manual service according to the requirements of the third-party service platform, so that the flexibility of message processing can be improved.
Further, according to the service parameter corresponding to the target service identifier, the manual transfer request is sent to a third-party service platform, and then the method further comprises the following steps:
s307, receiving a session creating request sent by the third-party service platform according to the manual transferring request. The creating session request carries the client identifier and the customer service member identifier.
S308, sending a session creating command to the client terminal according to the client identifier and the customer service member identifier.
Based on the technical scheme of the embodiment, a session creation interface is provided for the third-party service platform, so that the third-party service platform can send a session creation request to the execution terminal through the session creation interface to create a session for the client and the customer service member, and the session can be a group session or a common session. The group session refers to a session including at least three objects, and the normal session refers to a session including only two objects. The objects include customers, customer service members, service numbers, and the like. The customer service can be provided through the session, and the customer service member in the session provides the customer service for replying and answering for the client, so that a mode is provided for responding to the manual request of the client terminal, and the robustness of message processing can be improved.
Further, sending a create session command to the client terminal according to the client identifier and the client member identifier, and then: and receiving a session management request sent by a third-party service platform, and completing a request action according to the session management request. The session management request carries a session identifier and a request action, and the request action may include adding an object, reducing an object, modifying session information, and the like. The execution terminal of the message processing provides a corresponding session management interface for the third-party service platform, so that the integrity and the practicability of the message processing are improved.
It can be understood that, in the present application, another way provided for responding to the manual request of the client terminal is to perform processing of the manual request by the third-party service platform, such as performing processing of distributing customer service members, distributing message routing, and the like, where the customer service members reply to the client message through the third-party service platform. The method can directly deliver the replied customer service information to the previous session. And the execution terminal receives the reply content replied by the customer service member to the customer message through the third-party service platform and sends the reply content to the customer terminal.
In one embodiment, determining a session start message according to the service parameter corresponding to the target service identifier, and sending the session start message to the client terminal, further includes:
s309, receiving a quick navigation request. The fast navigation request carries a target address, a target service identifier and a client identifier.
And S310, sending the quick navigation request to a third-party service platform according to the service parameter corresponding to the target service identifier.
And S311, receiving the quick navigation information returned by the third-party service platform according to the target address, and sending the quick navigation information to the client terminal corresponding to the client identifier.
The quick navigation request is to provide a preset hyperlink for the client to connect to a webpage or service required by the client by providing a service window set in a session box of the client terminal. The preset hyperlink may be a hyperlink commonly used by the client or a hyperlink used by the client most recently or a hyperlink with the highest statistical client use frequency. The target address may be a link address of a preset hyperlink. The client can trigger and send a quick navigation request by clicking a preset hyperlink in the service window at the client terminal to request a webpage or service corresponding to the hyperlink.
And the execution terminal receives the quick navigation request, determines corresponding service parameters according to a target service identifier carried in the quick navigation request, wherein the service parameters comprise a callback address, and sends the quick navigation request to a third-party service platform corresponding to the callback address. Processing the quick navigation request by the third-party service platform, wherein the processing can be to send a request to a preset hyperlink according to the preset hyperlink carried by the quick navigation request to obtain quick navigation information, and the processing can also be to reply a customer service question corresponding to the preset hyperlink and take a reply result as the quick navigation information; and finally, returning the quick navigation information to the execution terminal.
And after receiving the quick navigation information returned by the third-party service platform, the execution terminal sends the quick navigation information to the client terminal corresponding to the client identifier according to the client identifier carried by the quick navigation request.
Therefore, the function of fast navigation is realized, and the client can conveniently and fast navigate to the required information, thereby improving the efficiency of message processing.
In one embodiment, the method further comprises:
and S316, when the service parameter does not comprise the callback address and the service parameter comprises the customer service member determination parameter, determining the customer service terminal according to the customer service member determination parameter.
And S317, sending the client message to a customer service terminal, wherein the customer service terminal is a terminal corresponding to the customer service member identification determined according to the customer service member determination parameter.
Based on the technical scheme of the embodiment, the function of providing customer service management based on the execution terminal is also provided. When the service parameter does not include the callback address, the client service does not need to be provided through the third-party service platform. At this time, the customer service member identifier can be determined according to the customer service member determination parameter in the service parameters, the customer service terminal can be further determined according to the customer service member identifier, and after the customer service terminal is determined, the customer message is sent to the customer service terminal. Thus, the simple customer service management function based on the customer service terminal is realized, so that the simple customer service management function can be provided for enterprises without autonomous customer service management, and the applicability of message processing is improved.
It should be noted that, the process of determining the service terminal according to the service member determination parameter may include one of the following three modes, that is, determining the service member serving the least number of clients as the target service member for processing the client message; secondly, determining the customer service member which has served the customer recently as a target customer service member for processing the customer message; and thirdly, determining a target customer service member for processing the customer message according to the preset classification of the content of the customer message.
In one embodiment, the method further comprises:
s318, receiving the service message sent by the service terminal. The service message carries a target client identification.
S319, the service message is transmitted to the target client terminal. And the target client terminal is a terminal corresponding to the target client identifier.
The service terminal comprises a third-party service platform, or the service terminal comprises a third-party service platform and a customer service terminal.
The present embodiment includes two specific embodiments according to the situation of the service terminal: firstly, the service terminal comprises a third-party service platform; and secondly, the service terminal comprises a third-party service platform and a customer service terminal.
Based on the technical solution of this embodiment, the execution terminal needs to receive the service message and send the service message to the target client terminal on the basis of receiving the client message and sending the client message to the service terminal. Therefore, the interaction between the client terminal and the service terminal is realized, and the interactivity and the integrity of message processing are improved.
Further, sending the service message to the target client terminal includes: analyzing the service message to obtain verification information; carrying out identity verification on the service message according to the verification information; and when the identity verification result passes, sending the service message to the target client terminal.
Based on the technical scheme of the embodiment, the third-party service platform needs to attach verification information when sending the service message. In a preferred embodiment, the authentication information may be an access token obtained before sending the service message, and the access token may be obtained by requesting from the execution terminal according to an encryption key allocated by the execution terminal obtained when the service parameters are configured; the access flag may be updated every preset time. In another embodiment, the authentication message may also be directly an encryption key. And when the third-party service platform sends the message each time, an access mark needs to be attached for the execution terminal to carry out identity verification. Thus, the safety of message processing is improved.
Referring to fig. 3 and 4 in combination, in one embodiment, the manual request, the session start command and the fast navigation request are triggered by a user trigger event at the client terminal to be sent to the execution terminal. And after receiving the manual transferring request, the execution terminal determines service parameters, determines that a third-party service platform is accessed when the service parameters comprise callback addresses, and then sends the manual transferring request to the third-party service platform through an external interface according to the callback addresses. After receiving the session start command, the execution terminal determines a corresponding service parameter according to the target service identifier carried in the session start command, further determines a session start message according to the service parameter, and sends the session start message to the client terminal. And after receiving the rapid navigation request, the execution terminal sends the rapid navigation request to the third-party service platform according to the service parameters corresponding to the target service identification, then receives rapid navigation information returned by the third-party service platform according to the target address, and sends the rapid navigation information to the client terminal corresponding to the client identification.
And the execution terminal receives service configuration information sent by a third-party service platform through an external interface, and determines the service parameters corresponding to the target service identification according to the service configuration information. And the execution terminal receives a session establishment request sent by a third-party service platform according to the manual transfer request through an external interface, and sends a session establishment command to the client terminal according to the client identifier and the client member identifier. And after receiving the received client message, the execution terminal determines the service parameters of the target service according to the target service identifier carried in the client message. When the service parameter comprises a callback address, determining a third-party service platform according to the callback address, and sending the client message to the third-party service platform through an external interface; and when the service parameters do not comprise callback addresses and comprise customer service member determination parameters, determining a customer service terminal according to the customer service member determination parameters, and sending the customer information to the customer service terminal. The execution terminal also receives the service message sent by the service terminal through the external interface, and sends the service message to the client terminal after receiving the service message.
It should be understood that although the steps in the flowcharts of fig. 2 and 3 are shown in sequence as indicated by the arrows, the steps are not necessarily performed in sequence as indicated by the arrows. The steps are not performed in the exact order shown and described, and may be performed in other orders, unless explicitly stated otherwise. Moreover, at least some of the steps in fig. 2 and 3 may include multiple sub-steps or multiple stages, which are not necessarily performed at the same time, but may be performed at different times, and the order of performing the sub-steps or stages is not necessarily sequential, but may be performed alternately or alternately with other steps or at least some of the sub-steps or stages of other steps.
In one embodiment, as shown in fig. 5, there is provided a message processing apparatus including:
a client message receiving module 502, configured to receive a client message, where the client message carries a target service identifier;
a service parameter determining module 504, configured to determine a service parameter of a target service according to the target service identifier;
a third-party platform determining module 506, configured to determine, when the service parameter includes a callback address, a third-party service platform according to the callback address;
a client message sending module 508, configured to send the client message to the third party service platform;
the callback address is a link address of the third-party service platform, and the third-party service platform is a platform for providing the third-party service when the target service is the third-party service.
The message processing device receives a client message, wherein the client message carries a target service identifier; determining service parameters of the target service according to the target service identifier; when the service parameter comprises a callback address, determining a third-party service platform according to the callback address; the callback address is a link address of a third-party service platform, and the third-party service platform is a platform for providing third-party service when the target service is the third-party service; and sending the client message to the third-party service platform. Therefore, the client message is sent to the third-party service platform, and the third-party service platform processes the client message. Therefore, the message processing device can butt joint the client message with the third-party service platform without paying attention to how the third-party service platform performs customer service management, namely the third-party service platform can provide personalized customer service management according to self requirements, and the message processing device is high in flexibility.
In one embodiment, the service parameters include security parameters; and the client message sending module is used for sending the client message to the third-party service platform after performing digital security processing on the client message according to the security parameters.
In one embodiment, the security parameters include a link security parameter; the client message sending module is used for signing the destination address of the client message according to the link security parameters and sending the client message subjected to digital security processing to the third-party service platform, wherein the digital security processing comprises the signature processing.
In one embodiment, the security parameters include content security parameters; the client message sending module is used for encrypting the message content of the client message according to the content security parameter and sending the client message subjected to digital security processing to the third-party service platform, wherein the digital security processing comprises the encryption processing.
In one embodiment, the apparatus further includes:
and the service parameter configuration module is used for receiving service configuration information, carrying the target service identifier, and determining the service parameter corresponding to the target service identifier according to the service configuration information.
In one embodiment, the service parameter configuration module is further configured to determine the service parameter according to the target service identifier and the security parameter when the service configuration information carries the security parameter.
In one embodiment, the apparatus further includes:
and the service parameter generating module is used for generating the safety parameter when the service configuration information does not carry the safety parameter, and determining the service parameter according to the target service identifier and the safety parameter.
In one embodiment, the apparatus further includes:
a session start command receiving module, configured to receive a session start command, where the session start command carries a client identifier and the target service identifier;
and the session starting message sending module is used for determining a session starting message according to the service parameters corresponding to the target service identifier and sending the session starting message to a client terminal, wherein the client terminal is a terminal corresponding to the client identifier.
In one embodiment, the apparatus further includes:
the manual transferring request receiving module is used for receiving a manual transferring request, and the manual transferring request carries the client identifier and the target service identifier;
and the manual transfer request forwarding module is used for sending the manual transfer request to the third-party service platform according to the service parameter corresponding to the target service identifier.
In one embodiment, the apparatus further includes:
a session request receiving module, configured to receive a session creation request sent by the third-party service platform according to the manual transfer request, where the session creation request carries the client identifier and the customer service member identifier;
and the session command sending module is used for sending a session creating command to the client terminal according to the client identifier and the customer service member identifier.
In one embodiment, the apparatus further includes:
the navigation request receiving module is used for receiving a quick navigation request, and the quick navigation request carries a target address, the target service identifier and the client identifier;
the navigation request forwarding module is used for sending the rapid navigation request to the third-party service platform according to the service parameter corresponding to the target service identifier;
and the navigation information receiving and sending module is used for receiving the quick navigation information returned by the third-party service platform according to the target address and sending the quick navigation information to the client terminal corresponding to the client identifier.
In one embodiment, the device further comprises a customer service terminal determining module;
the customer service terminal determining module is used for determining a customer service terminal according to the customer service member determining parameter when the service parameter does not include the callback address and the service parameter includes the customer service member determining parameter;
the client message forwarding module is further configured to send the client message to the customer service terminal, and the customer service terminal is a terminal corresponding to a customer service member identifier determined according to the customer service member determination parameter.
In one embodiment, the apparatus further includes:
a service message receiving module, configured to receive a service message sent by the service terminal, where the service message carries a target client identifier;
the service message forwarding module is used for sending the service message to a target client terminal, and the target client terminal is a terminal corresponding to the target client identifier;
the service terminal comprises the third-party service platform, or the service terminal comprises the third-party service platform and the customer service terminal.
In one embodiment, the device further comprises a verification information determining module and an identity verification module;
the verification information determining module is used for analyzing the service message to obtain verification information;
the identity verification module is used for verifying the identity of the service message according to the verification information;
and the service message forwarding module is used for sending the service message to the target client terminal when the identity verification result passes.
In one embodiment, a server is provided, the internal structure of which may be as shown in FIG. 6. The server includes a processor, a memory, and a network interface connected by a system bus. Wherein the processor of the server is configured to provide computing and control capabilities. The memory of the server comprises a nonvolatile storage medium and an internal memory. The non-volatile storage medium stores an operating system and a computer program. The internal memory provides an environment for the operation of an operating system and computer programs in the non-volatile storage medium. The network interface of the server is used for communicating with an external terminal through network connection. The computer program is executed by a processor to implement a message processing method.
Those skilled in the art will appreciate that the architecture shown in fig. 6 is merely a block diagram of some of the structures associated with the disclosed aspects and is not intended to limit the computing devices to which the disclosed aspects apply, as particular computing devices may include more or less components than those shown, or may combine certain components, or have a different arrangement of components.
In one embodiment, a server is provided, which includes a memory and a processor, the memory stores a computer program, and the processor implements the steps of the message processing method when executing the computer program.
In one embodiment, a computer-readable storage medium is provided, on which a computer program is stored, which computer program, when being executed by a processor, carries out the steps of the above-mentioned message processing method.
It will be understood by those skilled in the art that all or part of the processes of the methods of the embodiments described above can be implemented by hardware instructions of a computer program, which can be stored in a non-volatile computer-readable storage medium, and when executed, can include the processes of the embodiments of the methods described above. Any reference to memory, storage, database, or other medium used in the embodiments provided herein may include non-volatile and/or volatile memory, among others. Non-volatile memory can include read-only memory (ROM), Programmable ROM (PROM), Electrically Programmable ROM (EPROM), Electrically Erasable Programmable ROM (EEPROM), or flash memory. Volatile memory can include Random Access Memory (RAM) or external cache memory. By way of illustration and not limitation, RAM is available in a variety of forms such as Static RAM (SRAM), Dynamic RAM (DRAM), Synchronous DRAM (SDRAM), Double Data Rate SDRAM (DDRSDRAM), Enhanced SDRAM (ESDRAM), Synch Lnk DRAM (SLDRAM), Rambus Direct RAM (RDRAM), direct bused dynamic RAM (DRDRAM), and bused dynamic RAM (RDRAM).
The technical features of the above embodiments can be arbitrarily combined, and for the sake of brevity, all possible combinations of the technical features in the above embodiments are not described, but should be considered as the scope of the present specification as long as there is no contradiction between the combinations of the technical features.
The above-mentioned embodiments only express several embodiments of the present application, and the description thereof is more specific and detailed, but not construed as limiting the scope of the invention. It should be noted that, for a person skilled in the art, several variations and modifications can be made without departing from the concept of the present application, which falls within the scope of protection of the present application. Therefore, the protection scope of the present patent shall be subject to the appended claims.
Claims (24)
1. A method of message processing, the method comprising:
receiving a session start command triggered by an event that a client enters a service number or clicks message content, wherein the session start command carries a client identifier and a target service identifier;
determining a session starting message according to the service parameters corresponding to the target service identification, and sending the session starting message to a client terminal, wherein the client terminal is a terminal corresponding to the client identification;
receiving a client message, wherein the client message carries the target service identifier;
determining service parameters of the target service according to the target service identification;
when the service parameter comprises a callback address, determining a third-party service platform according to the callback address;
sending the customer message to the third party service platform;
the callback address is a link address of the third-party service platform, and the third-party service platform is a platform for providing the third-party service when the target service is the third-party service; and the third-party service platform provides manual customer service or automatic reply for the customer message.
2. The method of claim 1, wherein the service parameters comprise security parameters; the sending the customer message to the third party service platform includes:
and after carrying out digital security processing on the client message according to the security parameters, sending the client message to the third-party service platform.
3. The method of claim 2, wherein the security parameters include a link security parameter; after the digital security processing is performed on the client message according to the security parameters, the client message is sent to the third-party service platform, and the method comprises the following steps:
signing the destination address of the client message according to the link security parameter;
and sending the client message subjected to digital security processing to the third-party service platform, wherein the digital security processing comprises signature processing.
4. The method of claim 2, wherein the security parameters comprise content security parameters; after the digital security processing is performed on the client message according to the security parameters, the client message is sent to the third-party service platform, and the method comprises the following steps:
encrypting the message content of the client message according to the content security parameter;
and sending the client message subjected to digital security processing to the third-party service platform, wherein the digital security processing comprises encryption processing.
5. The method of claim 1, wherein before determining the service parameters of the target service according to the target service identifier, the method further comprises:
receiving service configuration information, wherein the service configuration information carries the target service identifier;
and determining the service parameters corresponding to the target service identification according to the service configuration information.
6. The method of claim 5, wherein the determining the service parameter corresponding to the target service identifier according to the service configuration information comprises:
and when the service configuration information carries safety parameters, determining the service parameters according to the target service identification and the safety parameters.
7. The method of claim 5, wherein the determining the service parameter corresponding to the target service identifier according to the service configuration information comprises:
when the service configuration information does not carry security parameters, generating the security parameters;
and determining the service parameters according to the target service identification and the safety parameters.
8. The method according to claim 1, wherein the determining a session start message according to the service parameter corresponding to the target service identifier and sending the session start message to a client terminal further comprises:
receiving a manual transferring request, wherein the manual transferring request carries the client identifier and the target service identifier;
and sending the manual transferring request to the third-party service platform according to the service parameter corresponding to the target service identifier.
9. The method according to claim 8, wherein the sending the manual transfer request to the third-party service platform according to the service parameter corresponding to the target service identifier further comprises:
receiving a session creating request sent by the third-party service platform according to the manual transferring request, wherein the session creating request carries the client identification and the customer service member identification;
and sending a session creating command to the client terminal according to the client identifier and the customer service member identifier.
10. The method of claim 1, further comprising:
when the service parameter does not comprise a callback address and the service parameter comprises a customer service member determination parameter, determining a customer service terminal according to the customer service member determination parameter;
and sending the client message to the customer service terminal, wherein the customer service terminal is a terminal corresponding to the customer service member identification determined according to the customer service member determination parameter.
11. The method according to any one of claims 1 to 10, further comprising:
receiving a service message sent by a service terminal, wherein the service message carries a target client identifier;
sending the service message to a target client terminal, wherein the target client terminal is a terminal corresponding to the target client identifier;
the service terminal comprises the third-party service platform, or the service terminal comprises the third-party service platform and a customer service terminal.
12. A message processing apparatus, the apparatus comprising:
a session start command receiving module, configured to receive a session start command triggered by an event that a client enters a service number or clicks a message content, where the session start command carries a client identifier and a target service identifier;
a session start message sending module, configured to determine a session start message according to the service parameter corresponding to the target service identifier, and send the session start message to a client terminal, where the client terminal is a terminal corresponding to the client identifier;
a client message receiving module, configured to receive a client message, where the client message carries the target service identifier;
the service parameter determining module is used for determining the service parameters of the target service according to the target service identification;
the third-party platform determining module is used for determining a third-party service platform according to the callback address when the service parameter comprises the callback address;
the client message sending module is used for sending the client message to the third-party service platform;
the callback address is a link address of the third-party service platform, and the third-party service platform is a platform for providing the third-party service when the target service is the third-party service; and the third-party service platform provides manual customer service or automatic reply for the customer message.
13. The apparatus of claim 12, wherein the service parameters comprise security parameters; and the client message sending module is used for sending the client message to the third-party service platform after performing digital security processing on the client message according to the security parameters.
14. The apparatus of claim 13, wherein the security parameters comprise a link security parameter; the client message sending module is used for signing the destination address of the client message according to the link security parameters and sending the client message subjected to digital security processing to the third-party service platform, wherein the digital security processing comprises the signature processing.
15. The apparatus of claim 13, wherein the security parameters comprise content security parameters; the client message sending module is used for encrypting the message content of the client message according to the content security parameter and sending the client message subjected to digital security processing to the third-party service platform, wherein the digital security processing comprises the encryption processing.
16. The apparatus of claim 12, further comprising:
and the service parameter configuration module is used for receiving service configuration information, carrying the target service identifier, and determining the service parameter corresponding to the target service identifier according to the service configuration information.
17. The apparatus of claim 16, wherein the service parameter configuration module is further configured to determine the service parameter according to the target service identifier and the security parameter when the service configuration information carries the security parameter.
18. The apparatus of claim 16, further comprising:
and the service parameter generating module is used for generating the safety parameter when the service configuration information does not carry the safety parameter, and determining the service parameter according to the target service identifier and the safety parameter.
19. The apparatus of claim 12, further comprising:
the manual transferring request receiving module is used for receiving a manual transferring request, and the manual transferring request carries the client identifier and the target service identifier;
and the manual transfer request forwarding module is used for sending the manual transfer request to the third-party service platform according to the service parameter corresponding to the target service identifier.
20. The apparatus of claim 19, further comprising:
a session request receiving module, configured to receive a session creation request sent by the third-party service platform according to the manual transfer request, where the session creation request carries the client identifier and the customer service member identifier;
and the session command sending module is used for sending a session creating command to the client terminal according to the client identifier and the customer service member identifier.
21. The apparatus of claim 12, further comprising a customer service terminal determination module;
the customer service terminal determining module is used for determining a customer service terminal according to the customer service member determining parameter when the service parameter does not include the callback address and the service parameter includes the customer service member determining parameter;
the client message forwarding module is further configured to send the client message to the customer service terminal, and the customer service terminal is a terminal corresponding to a customer service member identifier determined according to the customer service member determination parameter.
22. The apparatus of any one of claims 12-21, further comprising:
the service message receiving module is used for receiving a service message sent by a service terminal, wherein the service message carries a target client identifier;
the service message forwarding module is used for sending the service message to a target client terminal, and the target client terminal is a terminal corresponding to the target client identifier;
the service terminal comprises the third-party service platform, or the service terminal comprises the third-party service platform and a customer service terminal.
23. A server comprising a memory and a processor, the memory storing a computer program, wherein the processor implements the steps of the method of any one of claims 1 to 11 when executing the computer program.
24. A computer-readable storage medium, on which a computer program is stored, which, when being executed by a processor, carries out the steps of the method of any one of claims 1 to 11.
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| CN110535752A (en) * | 2019-08-26 | 2019-12-03 | 南京睿数网络科技有限公司 | A kind of intelligent Answer System and method based on wechat public platform |
| CN111679876A (en) * | 2020-05-25 | 2020-09-18 | 泰康保险集团股份有限公司 | Data processing method and device, electronic equipment and storage medium |
| CN111510565B (en) * | 2020-06-18 | 2020-09-29 | 北京灵伴即时智能科技有限公司 | Data encryption customer service system and customer service method |
| CN111585874A (en) * | 2020-07-17 | 2020-08-25 | 支付宝(杭州)信息技术有限公司 | Method and system for automatically controlling service group |
| CN111970102B (en) * | 2020-08-31 | 2023-06-23 | Oppo广东移动通信有限公司 | Data processing method, device, electronic equipment and storage medium |
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