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Routing</a></li><li class="_3cx7 _3cxd"><a href="/docs/messenger-platform/discovery" class="_3cx9">曝光和再次互動</a></li><li class="_3cx7 _3cxd"><a href="/docs/messenger-platform/ads" class="_3cx9">Ads</a></li><li class="_3cx7 _3cxd"><a href="/docs/messenger-platform/send-messages" class="_3cx9">傳送訊息</a></li><li class="_3cx7 _3cxd"><a href="/docs/messenger-platform/instagram" class="_3cx9">Instagram 訊息功能</a></li><li class="_3cx7 _3cxd"><a href="/docs/messenger-platform/conversations" class="_3cx9">對話 API</a></li><li class="_3cx7 _3cxd"><a href="/docs/messenger-platform/webview" class="_3cx9">Webview</a></li><li class="_3cx7 _3cxd"><a href="/docs/messenger-platform/identity" class="_3cx9">編號和個人檔案</a></li><li class="_3cx7 _3cxd"><a href="/docs/messenger-platform/built-in-nlp" class="_3cx9">自然語言處理</a></li><li class="_3cx7 _3cxd"><a href="/docs/messenger-platform/analytics" class="_3cx9">分析工具和意見</a></li><li class="_3cx7 _3cxd"><a href="/docs/messenger-platform/submission-process" class="_3cx9">提交程序</a></li><li class="_3cx7 _3cxd"><a href="/docs/messenger-platform/policy" class="_3cx9">政策和使用指南</a></li><li class="_3cx7 _3cxd"><a href="/docs/messenger-platform/reference" class="_3cx9">參考資料</a></li><li class="_3cx7 _3cxd"><a href="/docs/messenger-platform/introduction/general-best-practices" class="_3cx9">一般最佳操作實例</a></li><li class="_3cx7 _3cxd"><a href="/docs/messenger-platform/error-codes" class="_3cx9">Error Codes</a></li><li class="_3cx7 _3cxd"><a href="/docs/messenger-platform/support-resources" class="_3cx9">支援資源</a></li><li class="_3cx7 _3cxd"><a href="/docs/messenger-platform/faq" class="_3cx9">常見問題</a></li><li class="_3cx7 _3cxd"><a href="/docs/messenger-platform/changelog" class="_3cx9">變更記錄</a></li></ul></div><div class="_2pi6"><span class="img _55ym _55yq _55yo _5d9-" aria-busy="true" role="progressbar" aria-valuemin="0" aria-valuemax="100" aria-valuetext="載入中……"></span></div></div></div></div></div><div class="_1jbo _4are _1jcw _1jd4 _5zlc"><div class="_1dyy" id="u_0_6_C3"></div><div id="documentation_body_pagelet" data-referrer="documentation_body_pagelet"><div class="_34yh" id="u_0_0_dJ"><div class="_4cel"><span data-click-area="main"><div class="_7aa"><div class="_4-u2 _57mb _1u44 _3fw6 _4-u8"><div class="_4-u3 _588p"><h1>一般最佳操作實例</h1><p>設計 Messenger 體驗與設計流動專用或網絡專用應用程式有所不同。其中當然有些用戶體驗設計原則是通用的,但在工具和預期效果方面卻是截然不同,即使與其他訊息平台相比也是一樣。</p><p>對傳統應用程式而言或許難以設計的互動,在這裡可能顯得容易,反之亦然。為了協助您開始思考如何著手設計並創造要在 Messenger 中建立的體驗,我們根據自身經驗彙整出一些最佳操作實例和指南,希望您在開始使用 Messenger 平台時能夠多加參考。</p></div></div><div class="_4-u2 _57mb _1u44 _3fw6 _4-u8"><div class="_4-u3 _588p"><h2 id="access_token_management">存取憑證管理</h2><p>專頁存取憑證必須擁有 <code>pages_messaging</code> 權限,才可與 Messenger 平台互動。有效的專頁存取憑證基本上會向應用程式授予權限以模擬專頁。專頁存取憑證通常由用戶提供支援,這代表用戶可以控制存取權,並可隨時終止存取權的使用。</p><p>對於運作穩定的正式版應用程式,由用戶提供支援的專頁存取憑證會有一定風險,就是某些用戶操作會使存取憑證無效並導致應用程式中斷。為免發生中斷問題,建議使用<a href="https://developers.facebook.com/docs/facebook-login/business-login-direct/">由系統用戶提供支援的穩定存取憑證</a>。此舉可有效將存取憑證改為由企業而非個人提供支援。如要建立存取憑證,應用程式和專頁必須屬同一個企業所有。</p><p>另一項最佳操作實例為處理 <a href="https://developers.facebook.com/docs/graph-api/using-graph-api/error-handling/">Graph API 錯誤代碼</a>:<code>190</code>。指明存取憑證不再有效。企業應發出通知,以向相應專頁/應用程式管理員提醒發佈新憑證之必要,以便重新啟用應用程式的模擬專頁功能。</p><pre class="_5s-8 prettyprint lang-code" style=""> { "error": { "message": "Access token is no longer valid", "type": "OAuthException", "code": 190, "fbtrace_id": "ANtXl05DDie3Dau970_10Ah" } } </pre></div></div><div class="_4-u2 _57mb _1u44 _3fw6 _4-u8"><div class="_4-u3 _588p"><h2 id="secure">保護 Send API 呼叫和 Webhooks 安全</h2><p>強烈建議您使用正式版應用程式來保護 API 呼叫和傳入 Webhook 的安全,以防範攻擊並減少現有存取憑證的安全漏洞。</p><p>應用程式密鑰是應用程式的資產,可從應用程式管理中心的<strong>設定</strong> > <strong>基本</strong>選單擷取。在同一個選單中,應用程式管理員亦可<strong>重設</strong>新的應用程式密錀。應用程式密鑰可作以下用途:</p><ul class="uiList _4of _4kg"><li><div class="fcb">使用名稱為 <code>X-Hub-Signature</code> 的簽名 HTTP 標頭,保護 Webhooks 的安全</div></li><li><div class="fcb">使用名稱為 <code>appsecret_proof</code> 的簽名參數,保護 API 的安全</div></li><li><div class="fcb">在應用程式 API 呼叫的情形下識別應用程式存取憑證</div></li></ul><h3>保護 Webhooks 的安全</h3><p>應用程式密錀可以用來保護傳入 Webhooks 的安全,方法是驗證所提供的簽名。每個傳入的 Webhooks 都帶有一個 HTTP 標頭 <code>X-Hub-Signature</code>。傳入裝載的這個簽名可用於確認傳送者知曉應用程式密錀,且目標接收者是您的應用程式。如果為不同的應用程式設定了同一個回呼網址,此舉有助略過 Webhook 注入攻擊並避免造成混淆。<a href="https://developers.facebook.com/docs/messenger-platform/webhook/#security">了解如何驗證傳入 Webhooks</a></p><h3>保護 API 呼叫的安全</h3><p>您可以在應用程式管理中心內啟用<strong>要求應用程式密鑰</strong>設定並在您的 API 呼叫中加入 <code>appsecret_proof</code> 參數,以此為您的 API 呼叫增添多一重保護。<a href="/docs/graph-api/guides/secure-requests/#appsecret_proof">了解如何設定和執行應用程式密錀證明</a></p></div></div><div class="_4-u2 _57mb _1u44 _3fw6 _4-u8"><div class="_4-u3 _588p"><h2 id="strategy">設計策略</h2><p>不論是使用自動化系統還是執行即時訊息的方式,您都必須清楚定義好想在 Messenger 上為您自己和互動對象創造何樣體驗。在傳送任何訊息之前,仔細考慮下列事項:</p><ul class="uiList _4of _4kg"><li><div class="fcb"><strong>決定您的目標。</strong>您的設計要強調實用性、娛樂性還是兩者兼備?確實了解您的策略以及想達成的目的,這樣有助您建立最佳體驗。</div></li><li><div class="fcb"><strong>決定您希望用戶採取的操作。</strong>您希望用戶採取什麼操作?您希望用戶完成多項任務嗎?這些任務如何在 Messenger 以外的地方完成?設計互動模式時,請決定可供所有用戶導覽的路徑。 </div></li><li><div class="fcb"><strong>制定長遠計劃。</strong>用戶完成任務後,有哪些方式可以與他們持續保持互動?考慮如何拓展您的功能,以便培養體驗並延展生命週期。</div></li></ul><p>用心把幾件事做到最好;過多的內容容易造成混淆,並且會淡化您的體驗。</p></div></div><div class="_4-u2 _57mb _1u44 _3fw6 _4-u8"><div class="_4-u3 _588p"><h2 id="conversation_vs_gui">對話與 GUI 的比較</h2><p>所有 Messenger 體驗在某種程度上都是講究對話交流。您使用 Messenger 平台建立的每一項互動都會視為聊天體驗的延伸,任何手機用戶對此都已非常熟悉。比起與流動應用程式或網絡應用程式的互動,這可以讓 Messenger 對話更人性化也更令人熟悉,即使您 BOT 已完全實現自動化回覆也是如此。畢竟,還有什麼比對話更人性化呢?在對話中加入 <strong><a href="https://l.facebook.com/l.php?u=https%3A%2F%2Fwit.ai%2F&h=AT3F7s5q2M2wUMLGbaRSBMxnSruGtHcYtV8shfvrUFBR6TANBP841NwKf3FTdP8uvsSFP42xDwriETzxr-OFiOZsPIrj-o662MpOvKX3jTJSyJatcs1MNE_i_6qWq4Qii9ZLt4Q8KVugFZVDy1zevts47w" rel="nofollow" target="_blank" data-lynx-mode="hover">Wit.ai</a></strong> 的內置自然語言處理功能,您就能自動剖析並解讀所收到訊息中傳達的意向,而與 Messenger BOT 的交流也會開始更像是真實的對話。</p><p>不過,對於與您應用程式互動的用戶而言,逐一輸入要求和回應可能遠比點擊按鈕或從清單中選擇更加麻煩,特別是當合理選項只有兩三個時。圖形用戶介面(GUI)歷經數十年的發展,證明了在用戶介面中<em>直接操控</em>物件是非常強大的技術:只要點按圖片就能開啟,在地圖上捏合雙指就能放大等等。</p><p>好消息是,Messenger 也為您提供了一整套元件,從純文字訊息到完整 GUI,應有盡有。這樣您就能靈活進行混搭,以便建立最恰當的互動模式,亦即是在單一體驗中同時具備簡易且人性化的聊天功能,以及 GUI 的強大互動效能。</p><img class="img" src="https://scontent-hkg1-1.xx.fbcdn.net/v/t39.8562-6/121104704_372291410815000_4348014391920160819_n.png?_nc_cat=105&ccb=1-7&_nc_sid=f537c7&_nc_ohc=gPcQZRYzKz0Q7kNvgEHOe5C&_nc_zt=14&_nc_ht=scontent-hkg1-1.xx&_nc_gid=AiRzGKtNtg3MUbYqDeDDq8v&oh=00_AYCAdPb71kr7TpZbZIwwWx19D7Am9LvSxkaSGz5Js4Mmxw&oe=67476670" alt="" /></div></div><div class="_4-u2 _57mb _1u44 _3fw6 _4-u8"><div class="_4-u3 _588p"><h2 id="design_principles">設計原則</h2><p>以下是建立 Messenger 應用程式時值得參考的幾個設計原則。此處所列絕非全部原則,但很適合作為起點。</p><h3>力求精簡</h3><p>大部分人都會在手機上使用您的 BOT,因此容易受到下列因素影響而分心,例如身處的環境、其他應用程式,甚至是 Messenger 中的其他對話串。對用戶中途分心的情況有所準備;忘記自己正在做的事情,此乃人之常情。要解決這個問題,最簡單的方法就是儘量縮短互動過程。如果無法這樣做,請考慮如何維持並重建內容。</p><h3>避免流於形式化</h3><p>如果您的 BOT 預期會收到某一組回應,就等於是流於<em>形式化</em>。舉例來說,您可能會向用戶顯示搜尋結果,又很想自動將下一則訊息視為調整內容來傳送。但要是對方中途分心,應該怎樣做?要是對方在進行搜尋時決定半途打斷<em>您</em>,又該怎樣做?讓我們教您以下貼士,避免引起困惑或不滿。其中一種方法是儘量縮短交流過程,並維持 BOT 的常態,不要讓 BOT 處於過渡狀態。</p><h3>對話和 GUI 兩者並用</h3><p>Messenger 平台提供了一系列的對話元件,不論是純文字訊息、結構化範本還是網頁檢視中的完整 GUI 互動,應有盡有。每個元件都各有其優缺點,主要視乎使用情況而定。建立 Messenger 體驗時,請謹慎考慮哪種格式可以建立最直接、最簡單易懂的體驗。這個問題的答案,通常就是對話和用戶介面互動兩者並用。</p><h3>觀察對話準則</h3><p>用字遣詞、編輯風格、訊息長度,甚至是 BOT 回應速度,這些都是您要深思熟慮的要點。如果您的 Messenger BOT 同時支援自動化和人性化互動,請務必清楚說明現況,以免產生令人不悅或混淆的體驗。舉例來說,請不要將自動化互動偽裝成真人互動。</p><h3>採用結構</h3><p>我們明白無固定形式的回應可能有其價值,不過這種方式或許難以實行,甚至會令與您的 BOT 互動的用戶覺得麻煩。不妨運用<a href="/docs/messenger-platform/send-messages/buttons">按鈕</a>、<a href="/docs/messenger-platform/send-messages/quick-replies">快速回覆</a>和<a href="/docs/messenger-platform/send-messages/persistent-menu">常駐選單</a>來建構用戶的輸入內容。這可有助簡化互動模式,並清楚傳達期待。</p><h3>不要讓人捉摸不定</h3><p>要求處理完畢時,提供確認訊息。使用<a href="/docs/messenger-platform/send-api-reference/sender-actions">輸入標示</a>,讓用戶了解您的 BOT 正在處理中。提供明確的選擇訂閱功能。未經同意,請勿變更您所提供的內容或提供的時間。</p><h3>小心處理通知</h3><p>不是每一則訊息都需要推送通知。請深思熟慮,借此提高通知的影響力。</p><h3>勇於面對失敗</h3><p>如果您不了解某項要求,可以重申自己能做到的事:突顯說明功能,或者使用按鈕、快速回覆和常駐選單以作清楚說明。從每次失敗中汲取經驗,記住人們通常會以出乎意料的方式回應您的 BOT。</p><h3>不要另外建立實體</h3><p>一般而言,最好的方法是將您 Messenger BOT 的身分與現有 Facebook 專頁連結,而不要建立新的專頁。這樣用戶才能更輕鬆地找到您的 BOT,更能相信此 BOT 代表您或您的企業。</p></div></div><div class="_4-u2 _57mb _1u44 _3fw6 _4-u8"><div class="_4-u3 _588p"><h2 id="language">語言和編輯風格</h2><p>因為互動是在專為對話而設的 Messenger 平台上進行,您所使用的文字不但要說明 BOT 所提供的體驗,更要說服用戶應該使用的原因。</p><p>這些撰寫最佳操作實例將有助您在更多用戶發現您並了解您 Messenger 體驗的同時,持續建立與用戶之間的信任感。越多人了解如何與您互動,您與他們保持互動的機會就越大。</p><h3>保留獨有語言風格</h3><p>雖然您是使用平台工具來接觸 Messenger 用戶,但您仍主導著您的互動模式。您的語言風格代表著您的獨有特色;請持續使用令人感到自然且人性化的語調與用戶溝通。</p><ul class="uiList _4of _4kg"><li><div class="fcb">請<strong>務必</strong>多加注意「熟悉感」。持續使用大家都熟悉且與您有關聯的專有名詞或字句。</div></li><li><div class="fcb">請<strong>避免</strong>建立新的個性。這樣做容易造成混淆,令用戶懷疑自己是否跟假冒的品牌互動。</div></li></ul><h3>建立期望</h3><p>根據您所列的目標與任務,您撰寫訊息的方式應該讓用戶清楚知道可以怎樣做,以及您希望他們怎樣做。傳達您 Messenger BOT 的核心功能時,內容越具體便越好。</p><ul class="uiList _4of _4kg"><li><div class="fcb">請<strong>務必</strong>讓用戶知道您聯絡或回應他們的頻率。說明您的空閒時段與回覆率有助用戶了解您的工作時間。</div></li><li><div class="fcb">如果您目前不支援(或不打算提供)即時訊息服務,請<strong>避免</strong>暗示您有提供此服務。請直接說明自己能做到的事,這樣用戶才能作出相應的回應。</div></li></ul><h3>提供情境說明</h3><p>若要讓用戶能夠了解您的 BOT 體驗,請使用內容引導用戶完成每一個環節:告訴他們目前所處的階段、對他們有哪些要求,以及接下來會發生的狀況。</p><ul class="uiList _4of _4kg"><li><div class="fcb">請<strong>務必</strong>確認用戶採取的操作。這樣做會讓用戶感受到您 BOT 有在「聆聽」自己,從而提升體驗的可信度。</div></li><li><div class="fcb">請<strong>避免</strong>讓用戶久候。如果用戶提出要求,請確認您已收到要求,並告知您是否可以滿足他們的要求;如果可以,請說明何時可以完成要求。</div></li></ul></div></div><div class="_4-u2 _57mb _1u44 _3fw6 _4-u8"><div class="_4-u3 _588p"><h2 id="writing_interactions">撰寫互動模式</h2><p>開始與用戶在 Messenger 互動之前,您可以假設自己已經展開一個對話,並開始建立提示與回應的資料庫。思考您希望互動模式如何進行,以及所有可能的進行方式。完成後,不妨採取以下操作:</p><h3>建立關鍵字清單</h3><p>您的品牌有哪些相關的專有名詞?用戶可能會使用哪些方言談論您或與您交談?識別所有可能出現的語言觸發詞與變化形,這樣有助定義您所建立的求助指令、提示與回應。</p><ul class="uiList _4of _4kg"><li><div class="fcb">制定此等清單時,請<strong>務必</strong>著眼全球化。考慮定義如何隨著地點、語言與文化而作出相應改變。思考翻譯對於訊息長度的影響。</div></li><li><div class="fcb">請<strong>避免</strong>自創文字、引進新的專有名詞或使用俗語。細微的差異很難透過翻譯在文字上完美轉換,所以建議使用簡單的語言,以便用戶學習如何與您的 Messenger BOT 互動。</div></li></ul><h3>規劃不同互動模式</h3><p>根據您要建立的任務、期望與情境內容,撰寫所有您想傳送的提示與回應。撰寫時,請記得考慮可用的訊息類型。舉例來說,您應考慮當訊息為純文字或包含按鈕時,會對選字和版位產生何樣影響。</p><ul class="uiList _4of _4kg"><li><div class="fcb">請<strong>務必</strong>以意圖作為撰寫內容的重點:您想達到的目標、您希望用戶採取的操作,以及用戶希望您提供的內容。這樣做也有助您更輕易地定立期望及提供情境內容。</div></li><li><div class="fcb">請<strong>務必</strong>為每則訊息撰寫不同的版本。此舉可以打造多元的體驗內容,並有助避免重複文字與互動疲勞的情況發生。如果您的 BOT 只是重複說著相同的內容,用戶很快就會停止與您互動。</div></li><li><div class="fcb">請<strong>避免</strong>自說自話。您的目標可能有別於與您對話的對象。請思考他們可能會如何回覆以及他們可能提出的要求,並準備作出相應的回應。</div></li><li><div class="fcb">請<strong>避免</strong>使用獨立問題。用戶可能會以為這是自由回答的互動模式,進而導致他們以您不支援的方式回應。如果您要提出問題,請在訊息中新增按鈕並提供特定答案,以便用戶作出選擇。</div></li></ul><p>每次互動都是一個機會,讓您可以檢討並改善現有的體驗以及推動體驗的訊息。您可以根據用戶的回應,判斷功能的哪些方面能透過什麼方式拓展。</p></div></div><div class="_4-u2 _57mb _1u44 _3fw6 _4-u8"><div class="_4-u3 _588p"><h2>營銷訊息(<a href="/docs/messenger-platform/changelog#may-10--2023">定期通知</a>)</h2><p>您應該向用戶傳送符合預期的優質營銷訊息,以締造優質用戶體驗。</p><p>讓用戶知道他們會收到營銷訊息。您可採取以下行動來做到這點:</p><ul class="uiList _4of _4kg"><li><div class="fcb">您的選擇接收要求(包括標題和圖像)列明用戶將會收到的營銷訊息類型,例如訂單更新、推薦商品和特定優惠</div></li><li><div class="fcb">在向用戶傳送多於 1 項選擇接收要求時,每項選擇接收要求均應該清楚說明用戶將會收到的各種具體營銷訊息類型</div></li></ul><p>營銷訊息應與使用案例相關且按其情況度身訂造,以確保此類通知較有機會能為用戶帶來價值</p><p>用戶可提供有關您訊息體驗的意見,包括封鎖您的訊息,而這可能會導致您的營銷訊息功能受限。請務必定期審視自己的選擇接收訊息要求和營銷訊息,以確保相關內容符合上述各項最佳操作實例。如果您的營銷訊息運用受到限速或功能限制,請以其他方式建立能為用戶帶來更多價值並與用戶更相關的訊息體驗。</p></div></div><div class="_4-u2 _57mb _1u44 _3fw6 _4-u8"><div class="_4-u3 _588p"><h2 id="sounding_conversational">達到對答自如的秘訣</h2><p>生動的對話是一種寫作風格,這並不會影響您創造的體驗、您使用的訊息類型或您實際溝通的內容。要讓對話變得生動,您可能需要加入一些日常使用的口語文字,但這不表示您的訊息可以太過隨性,以致無法清楚說明核心功能、誤導實用價值或破壞信任。</p><p>決定是否要在現有語言風格中加入生動的語氣之前,請先考慮您互動的對象以及您要求他們完成的任務。如果您的對象是企業受眾,或者您正要求用戶確認個人資料,太過隨性的語言可能會令用戶提起戒心,甚至放棄與您互動。</p><p>生動的語氣應該用來支援體驗,而非定義體驗。如果您想將這種語氣套用到互動模式之中,請參考以下這幾個簡單的方式,在不改變訊息原意的情況下嘗試套用:</p><h3>使用主動語氣</h3><p>使用主動句時,句中的主詞正在進行某個動作;使用被動句時,則是將某個動作加諸在主詞上(讓主詞變得被動)。另外,主動語氣也較直接,有助簡短表達。與「重大新聞由 CNN 所播出」相比,「CNN 播出重大新聞」更加清楚、簡短且易懂。</p><h3>使用縮寫</h3><p>另一個讓訊息對話更加生動的簡單方式,就是選用簡短的字詞或詞組。舉例來說,「我們無法等待開始使用了」聽起來就像機械人在說話一樣生硬,而「我們很期待馬上開始」令人感到輕快自然。</p><h3>將第一與第二人稱的用法標準化</h3><p>標準化訊息中的人稱用法,並決定好採用第一人稱單數用法(「我」,表達個人發言)抑或是第一人稱複數用法(「我們」或「Spring」,表達公司發言)。使用第二人稱(您)來稱呼對方,以傳達您在<em>與他們對話</em>,而不是<em>向他們說話</em>。</p><h3>檢查文法</h3><p>雖然您可能會以比較非正式的用法溝通,但別忘了寫作的基本規則。您可以表達隨性風格,但是您也希望對方能夠認真看待您的訊息。正確的用字、大小楷與句法結構都有助維持體驗焦點,並清楚表達您想傳達的訊息。</p><h3>謹慎使用標點符號</h3><p>您使用句號、省略符號、感嘆號等標點符號的方式與位置,都會定義您的 Messenger 體驗。請留意每個標點符號如何影響您的整體語氣,但也無須刻意省略標點符號來表達訊息中的熱情、懸疑或其他情緒。</p><h3>考慮語調</h3><p>注重對話交流的寫作風格並不代表建立一個全新的品牌。您的語言風格代表著您的獨有個性;而您的語調就是詮釋這種個性的方式,語調生動純粹代表您的互動模式可以更加個人化。不確定自己的語調是否可行嗎?您可以將回應朗讀出來,聽聽內容是否符合您的預期。</p><p>以下是在不同溝通渠道中使用不同語調的訂單確認訊息,您可參考這些訊息如何在不改變原意的情況下表達:</p><div class="_57-c"><table class="_4-ss _5k9x"><thead><th> 網站 </th><th> 電郵 </th><th> Messenger </th></thead><tbody class="_5m37" id="u_0_1_7T"><tr class="row_0"><td><p>您的訂單已獲受理。以下為您購買項目的摘要:</p><ul class="uiList _4of _4kg"><li><div class="fcb">跑步鞋 </div></li><li><div class="fcb">茄士咩毛衣 </div></li></ul><p>待出貨之後,我們會更新您的帳戶。</p></td><td><p>我們已收到您的訂單。您的購買項目包含:</p><ul class="uiList _4of _4kg"><li><div class="fcb">跑步鞋 </div></li><li><div class="fcb">茄士咩毛衣 </div></li></ul><p>待出貨之後,我們會傳送確認電郵給您。</p></td><td><p>感謝您提交訂單!待您的跑步鞋與茄士咩毛衣出貨後,我們會通知您。</p></td></tr></tbody></table></div><p>行文真誠且能引發共鳴,就是最佳的寫作作品。您是最了解自己品牌與體驗的人,所以請發揮您的判斷力,找出最適合您與受眾的表達方式,並勇於在過程中持續調整,追求更好的成效。</p></div></div><div class="_4-u2 _57mb _1u44 _3fw6 _4-u8"><div class="_4-u3 _588p"><h2 id="updates">更新資料與警示</h2><p>善加利用與體驗相關的即時訊息傳送更新資料。如果用戶完成某個操作,您可以透過訊息確認該項活動,並說明其他必要的後續步驟。如果您要建立訂閱模式,請儘量在每天同一時間傳送您的更新資料。</p><div class="clearfix _rhc _3-9d"><i class="_3-90 _3-8w lfloat _ohe img sp_r-vobMvcaoQ sx_07c288"></i><div class="_42ef"><p>讓用戶知道您已經處理他們的資訊或要求,例如傳送購物的收據、驗證問題的答案、確認偏好設定等。</p></div></div><div class="clearfix _rhc _3-9d"><i class="_3-90 _3-8w lfloat _ohe img sp_r-vobMvcaoQ sx_07c288"></i><div class="_42ef"><p>提供讓用戶明確選擇接收訊息的方式。清楚說明用戶會收到的訊息內容與頻率,並提供可選擇停止接收或更新偏好設定的方式。</p></div></div><div class="clearfix _rhc _3-9d"><i class="_3-90 _3-8w lfloat _ohe img sp_r-vobMvcaoQ sx_9c0e82"></i><div class="_42ef"><p>避免在未取得用戶同意的情況下變更傳送資訊的類型。如果用戶註冊是為了接收特定警示,請尊重他們的偏好設定。</p></div></div><p>推送通知可向用戶提供相關更新資料與警示的預覽,更可讓他們離線時亦能得知您傳送了新的訊息。通知也是一種輕鬆與用戶重新互動的方式。</p><div class="clearfix _rhc _3-9d"><i class="_3-90 _3-8w lfloat _ohe img sp_r-vobMvcaoQ sx_07c288"></i><div class="_42ef"><p>主動出擊。如果已選擇接收訊息的用戶尚未讀取訊息,請主動通知他們。</p></div></div><div class="clearfix _rhc _3-9d"><i class="_3-90 _3-8w lfloat _ohe img sp_r-vobMvcaoQ sx_07c288"></i><div class="_42ef"><p>考慮以靜音方式傳送訊息。如果您要傳送大量訊息,可以考慮將沒有迫切性的通知關閉聲音提醒。</p></div></div><div class="clearfix _rhc _3-9d"><i class="_3-90 _3-8w lfloat _ohe img sp_r-vobMvcaoQ sx_9c0e82"></i><div class="_42ef"><p>避免傳送過多訊息。若用戶因收到大量通知而倍感壓力,他們可能會決定略過整個對話,甚至封鎖您的活動。</p></div></div></div></div><div class="_4-u2 _57mb _1u44 _3fw6 _4-u8"><div class="_4-u3 _588p"><h2 id="fail_states">失敗狀態</h2><p>雖然有些工具可以自動為您處理各種互動,但別忘了您的互動對象是擁有真實情感的用戶。換句話說,不同人對不同訊息與意圖或有不同的詮釋。當您收到無法理解或難以確認的要求時,請務必誠實以告。請對方解釋清楚,並說明您能夠或無法協助的原因。</p><div class="clearfix _rhc _3-9d"><i class="_3-90 _3-8w lfloat _ohe img sp_r-vobMvcaoQ sx_07c288"></i><div class="_42ef"><p>再次向用戶說明情況。如果用戶的要求超出您的體驗範圍,請重申您的功能、說明您的求助指令,或使用按鈕來提供選項並將其重新導向其他地方。</p></div></div><div class="clearfix _rhc _3-9d"><i class="_3-90 _3-8w lfloat _ohe img sp_r-vobMvcaoQ sx_07c288"></i><div class="_42ef"><p>將每一次的失敗視為寶貴的意見,以了解成效良好和有待改善之處,從中調整您的 Messenger 溝通體驗。</p></div></div><div class="clearfix _rhc _3-9d"><i class="_3-90 _3-8w lfloat _ohe img sp_r-vobMvcaoQ sx_9c0e82"></i><div class="_42ef"><p>避免苛求完美。無論您事前做了多少規劃、預期或回應,用戶都總會遺漏細節、提交出乎意料的要求、嘗試獲得一些好處,而導致最後失望收場。</p></div></div><div class="clearfix _rhc _3-9d"><i class="_3-90 _3-8w lfloat _ohe img sp_r-vobMvcaoQ sx_9c0e82"></i><div class="_42ef"><p>避免傳送多個相同的失敗訊息。控制用戶收到的失敗回應數量,以不同表達方式撰寫每則訊息,有助減少可能產生的摩擦。</p></div></div><p>您與用戶之間的交流就是您與用戶保持互動的機會。無論訊息是用來展開對話或延續溝通,請善用這些訊息來持續定立期望,讓用戶期待您的體驗功能,進而重視體驗中所提供的內容。</p></div></div></div></span><div class="_4-u2 _57mb _1u44 _4-u8"><div class="_4-u3 _588p _4_k"><fb:like href="https://developers.facebook.com/docs/messenger-platform/introduction/general-best-practices/" layout="button_count" share="1"></fb:like></div></div><div id="developer_documentation_toolbar" data-referrer="developer_documentation_toolbar" data-click-area="toolbar"></div><script nonce="1StA0aCb"> !function(f,b,e,v,n,t,s){if(f.fbq)return;n=f.fbq=function(){n.callMethod? n.callMethod.apply(n,arguments):n.queue.push(arguments)};if(!f._fbq)f._fbq=n; 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