微信公众平台技术文档：客服消息

一、接口说明

当用户和公众号产生特定动作的交互时（具体动作列表请见下方说明），微信将会把消息数据推送给开发者，开发者可以在一段时间内（目前修改为48小时）调用客服接口，通过POST一个JSON数据包来发送消息给普通用户。此接口主要用于客服等有人工消息处理环节的功能，方便开发者为用户提供更加优质的服务。

目前允许的动作列表如下（公众平台会根据运营情况更新该列表，不同动作触发后，允许的客服接口下发消息条数不同，下发条数达到上限后，会遇到错误返回码，具体请见返回码说明页）：

1、用户发送信息
2、点击自定义菜单（仅有点击推事件、扫码推事件、扫码推事件且弹出“消息接收中”提示框这3种菜单类型是会触发客服接口的）
3、关注公众号
4、扫描二维码
5、支付成功
6、用户维权

二、客服接口-发消息

1 接口调用请求说明

http请求方式: POST

https://api.weixin.qq.com/cgi-bin/message/custom/send?access_token=ACCESS_TOKEN

2 发送客服消息

各消息类型所需的JSON数据包如下：

（1）发送文本消息

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

（2）发送图片消息

{
 "touser":"OPENID",
 "msgtype":"image",
 "image":
 {
 "media_id":"MEDIA_ID"
 }
}

（3）发送语音消息

{
 "touser":"OPENID",
 "msgtype":"voice",
 "voice":
 {
 "media_id":"MEDIA_ID"
 }
}

（4）发送视频消息

{
 "touser":"OPENID",
 "msgtype":"video",
 "video":
 {
 "media_id":"MEDIA_ID",
 "thumb_media_id":"MEDIA_ID",
 "title":"TITLE",
 "description":"DESCRIPTION"
 }
}

（5）发送音乐消息

{
 "touser":"OPENID",
 "msgtype":"music",
 "music":
 {
 "title":"MUSIC_TITLE",
 "description":"MUSIC_DESCRIPTION",
 "musicurl":"MUSIC_URL",
 "hqmusicurl":"HQ_MUSIC_URL",
 "thumb_media_id":"THUMB_MEDIA_ID" 
 }
}

（6）发送图文消息（点击跳转到外链） 图文消息条数在以内，注意，如果图文数超过8，则将会无响应。

{
 "touser":"OPENID",
 "msgtype":"news",
 "news":{
 "articles": [
 {
 "title":"Happy Day",
 "description":"Is Really A Happy Day",
 "url":"URL",
 "picurl":"PIC_URL"
 },
 {
 "title":"Happy Day",
 "description":"Is Really A Happy Day",
 "url":"URL",
 "picurl":"PIC_URL"
 }
 ]
 }
}

（7）发送图文消息（点击跳转到图文消息页面） 图文消息条数在以内，注意，如果图文数超过8，则将会无响应。

{
 "touser":"OPENID",
 "msgtype":"mpnews",
 "mpnews":
 {
 "media_id":"MEDIA_ID"
 }
}

（8）发送卡券

{
 "touser":"OPENID", 
 "msgtype":"wxcard",
 "wxcard":{ 
 "card_id":"123dsdajkasd231jhksad" 
 },
}

特别注意客服消息接口投放卡券仅支持非自定义Code码和导入code模式的卡券的卡券，详情请见：是否自定义code码。

请注意，如果需要以某个客服帐号来发消息（在微信6.0.2及以上版本中显示自定义头像），则需在JSON数据包的后半部分加入customservice参数，例如发送文本消息则改为：

{
 "touser":"OPENID",
 "msgtype":"text",
 "text":
 {
 "content":"Hello World"
 },
 "customservice":
 {
 "kf_account": "test1@kftest"
 }
}

3 请求参数说明

4 java接口开发

（1）Message客服接口消息封装对象

public class Message {

 private String touser;
 private String msgtype;
 private TextContent text;
 private MediaContent image;
 private MediaContent voice;
 private MediaContent video;
 private MusicContent music;
 private Articles news;

 public String getTouser() {
 return touser;
 }
 public void setTouser(String touser) {
 this.touser = touser;
 }
 public String getMsgtype() {
 return msgtype;
 }
 public void setMsgtype(String msgtype) {
 this.msgtype = msgtype;
 }
 public TextContent getText() {
 return text;
 }
 public void setText(TextContent text) {
 this.text = text;
 }
 public MediaContent getImage() {
 return image;
 }
 public void setImage(MediaContent image) {
 this.image = image;
 }
 public MediaContent getVoice() {
 return voice;
 }
 public void setVoice(MediaContent voice) {
 this.voice = voice;
 }
 public MediaContent getVideo() {
 return video;
 }
 public void setVideo(MediaContent video) {
 this.video = video;
 }
 public MusicContent getMusic() {
 return music;
 }
 public void setMusic(MusicContent music) {
 this.music = music;
 }
 public Articles getNews() {
 return news;
 }
 public void setNews(Articles news) {
 this.news = news;
 }
 @Override
 public String toString() {
 return "Message [touser=" + touser + ", msgtype=" + msgtype + ", text="
 + text + ", image=" + image + ", voice=" + voice + ", video="
 + video + ", music=" + music + ", news=" + news + "]";
 }
}

（2）TextContent文本消息内容封装对象

public class TextContent {

 private String content;

 public String getContent() {
 return content;
 }

 public void setContent(String content) {
 this.content = content;
 }
}

（3）MediaContent媒体ID封装对象

public class MediaContent {

 private String media_id;

 public String getMedia_id() {
 return media_id;
 }
 public void setMedia_id(String media_id) {
 this.media_id = media_id;
 }
}

（4）MusicContent音乐消息封装对象

public class MusicContent {

 private String title;
 private String description;
 private String musicurl;
 private String hqmusicurl;
 private String thumb_media_id;

 public String getTitle() {
 return title;
 }
 public void setTitle(String title) {
 this.title = title;
 }
 public String getDescription() {
 return description;
 }
 public void setDescription(String description) {
 this.description = description;
 }
 public String getMusicurl() {
 return musicurl;
 }
 public void setMusicurl(String musicurl) {
 this.musicurl = musicurl;
 }
 public String getHqmusicurl() {
 return hqmusicurl;
 }
 public void setHqmusicurl(String hqmusicurl) {
 this.hqmusicurl = hqmusicurl;
 }
 public String getThumb_media_id() {
 return thumb_media_id;
 }
 public void setThumb_media_id(String thumb_media_id) {
 this.thumb_media_id = thumb_media_id;
 }
}

（5）Articles图文集合封装对象

public class Articles {

 private Article[] articles;

 public Article[] getArticles() {
 return articles;
 }
 public void setArticles(Article[] articles) {
 this.articles = articles;
 }
}

（6）Article图文消息封装对象

public class Article {
 private String title;
 private String description;
 private String url;
 private String picurl;
 private String thumb_media_id;
 private String author; 
 private String content_source_url; 
 private String content; 
 private String digest; 
 private Integer show_cover_pic;

 public String getTitle() {
 return title;
 }
 public void setTitle(String title) {
 this.title = title;
 }
 public String getDescription() {
 return description;
 }
 public void setDescription(String description) {
 this.description = description;
 }
 public String getUrl() {
 return url;
 }
 public void setUrl(String url) {
 this.url = url;
 }
 public String getPicurl() {
 return picurl;
 }
 public void setPicurl(String picurl) {
 this.picurl = picurl;
 }
 public String getThumb_media_id() {
 return thumb_media_id;
 }
 public void setThumb_media_id(String thumb_media_id) {
 this.thumb_media_id = thumb_media_id;
 }
 public String getAuthor() {
 return author;
 }
 public void setAuthor(String author) {
 this.author = author;
 }
 public String getContent_source_url() {
 return content_source_url;
 }
 public void setContent_source_url(String content_source_url) {
 this.content_source_url = content_source_url;
 }
 public String getContent() {
 return content;
 }
 public void setContent(String content) {
 this.content = content;
 }
 public String getDigest() {
 return digest;
 }
 public void setDigest(String digest) {
 this.digest = digest;
 }
 public Integer getShow_cover_pic() {
 return show_cover_pic;
 }
 public void setShow_cover_pic(Integer show_cover_pic) {
 this.show_cover_pic = show_cover_pic;
 }
}

（7）客服消息请求接口

public class CrmSendMessageService{

 private RestTemplate restTemplate ; 

 private String serviceHost = "https://api.weixin.qq.com";

 public CrmSendMessageServiceImpl() {
 restTemplate = RestTemplateFactory.makeRestTemplate();
 }

 @Override
 public WeixinResponse sendMessage(String accessToken, Message message) {
 WeixinResponse weixinResponse = null;
 String url = new StringBuffer(serviceHost).append("/cgi-bin/message/custom/send?access_token=")
 .append(accessToken).toString();
 weixinResponse = restTemplate.postForObject(url, message, WeixinResponse.class);
 return weixinResponse;
 }

}

注：接口发送http请求基于Spring RestTemplate。

参考文章地址：

1.Spring RestTemplate详解

（8）WeixinResponse客服消息接口返回对象

public class WeixinResponse {
 private String msgid;
 private String code;
 private int errcode;
 private String errmsg;

 public String getMsgid() {
 return msgid;
 }
 public void setMsgid(String msgid) {
 this.msgid = msgid;
 }
 public int getErrcode() {
 return errcode;
 }
 public void setErrcode(int errcode) {
 this.errcode = errcode;
 }
 public String getErrmsg() {
 return errmsg;
 }
 public void setErrmsg(String errmsg) {
 this.errmsg = errmsg;
 }
 public String getCode() {
 return code;
 }
 public void setCode(String code) {
 this.code = code;
 } 
}

5 接口实例开发

/**
 * 发送客服消息
 * @param openId 要发给的用户
 * @param accessToken 微信公众号token
 * @param weixinAppId 微信公众号APPID
 */
private void sendCustomMessage(String openId,String accessToken,String weixinAppId){
 try {
 RestTemplate rest = new RestTemplate();
 String postUrl = "https://api.weixin.qq.com/cgi-bin/message/custom/send?access_token=" + accessToken;
 //推送图文消息
 Message message = new Message();
 message.setTouser(openId);//普通用户openid
 message.setMsgtype("news");//图文消息（点击跳转到外链）为news
 Articles news = new Articles();
 Article article = new Article();
 article.setDescription("客服消息图文描述");//图文消息/视频消息/音乐消息的描述
 article.setPicurl("http://mmbiz.qpic.cn/mmbiz_jpg/CDW6Ticice130g6RcXCkNNDWic4dEaAHQDia2OG5atHBqSvsPuCfuqoyeeLWENia4ciaKt3KHWQ9t2LRPDpUo5AkOyyA/0");//图文消息的图片链接，支持JPG、PNG格式，较好的效果为大图0*320，小图80*80
 article.setTitle("客服消息图文标题");//图文消息/视频消息/音乐消息的标题
 //图文推送链接
 String url="https://www.baidu.com";
 article.setUrl(url);//图文消息被点击后跳转的链接
 Article[] articles = {article};
 news.setArticles(articles);
 message.setNews(news);
 int i=1;
 while(i<=3){//循环发送3次
 WeixinResponse response = rest.postForObject(postUrl, message, WeixinResponse.class, new HashMap<String,String>());
 LOG.info("发送客服消息返回信息:"+response.toString());
 if(response.getErrcode()==0){//发送成功-退出循环发送
 i=4;
 break;
 }else{
 i++;//发送失败-继续循环发送
 }
 }
 } catch (Exception e) {
 LOG.error("发送客服消息失败,openId="+openId,e);
 }
 }

6 客服接口图文推送上传图片

在发送图文消息时，我们需要添加图片的地址，介绍一个好方法。

（1）进入微信公众平台接口调试工具

https://mp.weixin.qq.com/debug

（2）选择类型和列表

接口类型：基础支持

接口列表：上传logo接口/media/uploadimg

添加access_token，选择类型是image，最后选择文件

注：添加视频、音乐是一样的

（3）最后就会生成图片的url

（4）在浏览器访问url即可看见生成的图片