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本頁面說明設計 Google Chat 應用程式時，如何考量使用者的需求。無論您的 Chat 應用程式支援全球各地成千上萬的團隊，還是只有一個人，請務必在設計過程中納入目標使用者，確保 Chat 應用程式能協助所有傳送訊息的使用者。
探索 Chat 應用程式
請考量目標使用者首次發現 Chat 應用程式的位置。發布 Chat 應用程式時，請考慮使用者可以在哪裡找到該應用程式。
舉例來說，請勿假設使用者瞭解您的即時通訊應用程式功能。請確保 Chat 應用程式名稱反映實際用途，或整合的服務。
熟悉 Chat 應用程式
使用者可能從未與 Chat 應用程式互動，而您的 Chat 應用程式就是他們的第一個互動對象。請勿假設使用者瞭解 Chat 應用程式的運作方式。部分使用者可能會對Chat 應用程式指令和對話方塊等功能感到困惑，因此請提供相關操作說明。
舉例來說，提示使用者發出斜線指令時，建議採用下列格式：
這項提示有以下好處：
- 明確告知使用者需要輸入的內容。
- 使用特殊格式，讓
/createContact 斜線指令在周圍文字中脫穎而出。
- 說明斜線指令的目標。
如要進一步瞭解如何透過其他互動式 Chat 應用程式功能協助使用者，請參閱「設計使用者互動」。
地理位置
瞭解使用者在世界各地使用 Chat 應用程式的情況。通常，Chat 空間中的使用者遍布全球，因此他們的工作時區各不相同。如果 Chat 應用程式會向使用者或聊天室傳送通知，請注意傳送時間。
舉例來說，下列 Chat 應用程式會通知當週的待命審查員。但如果團隊成員分別位於紐約和加州，建議您設定 Chat 應用程式，在所有使用者方便的時間傳送訊息。
如果您的 Chat 應用程式直接提及使用者，請考慮先在 Calendar API 中查看該使用者的時區，再傳送通知。如果當時不是該使用者的工作時間，建議您傳送訊息時不要提及對方，或是等到對方開始工作時再傳送。
語言
Chat 應用程式可以多種語言回覆使用者。如要支援多種語言，Chat 應用程式必須檢查使用者的偏好語言，並據此本地化內容。
如果是 Chat 聊天室，請在 Chat 應用程式的設定中新增語言選項。使用者在聊天室中設定語言後，Chat 應用程式就能以聊天室偏好的語言回覆訊息。
如要查看使用者的偏好語言，請按照下列步驟操作：
- 在 Google Chat API 中，從
User 型別取得 User.name。
- 在 Directory API 中，將
User.name 對應至
user.id。
- 在 Directory API 中，取得指定
user.id 的 user.languages[]。
Google Chat 支援電腦和行動裝置。電腦提供充足的螢幕空間，使用者可能較能接受資訊量大的訊息，以及眾多按鈕和選項。在行動裝置上，由於螢幕大小有限，使用者偏好簡潔的訊息。
每張資訊卡最多顯示三個按鈕。如果需要更多，建議改為啟動對話方塊。對話方塊可顯示一系列資訊卡，相較於嘗試在單一資訊卡訊息中收集所有資訊，這種做法能提供更友善的體驗，方便收集大量使用者輸入內容。
在各種大小的裝置上測試 Chat 應用程式，確保資訊呈現方式易於理解。
語氣
由於 Chat 應用程式是文字介面，因此撰寫清楚、簡潔且可執行的訊息，有助於使用者順利完成工作。為 Chat 應用程式撰寫訊息時，請參閱 Google Material Design 撰寫指南。
每個 Chat 應用程式都不盡相同，但如要與 Chat 使用者有效溝通，Chat 應用程式的語氣和風格應傳達下列特徵：
專業。您的 Chat 應用程式可能正在協助工作場所的同事。請務必確保其個性適合專業場合，否則可能會顯得格格不入或不適當。
Authentic：即時通訊應用程式可以說口語，但不應假裝是人類。請勿為 Chat 應用程式設定性別，或可能與真人混淆的名稱。加入一點個性是好事，但 Chat 應用程式應著重於實用性。
體貼。請謹慎處理，避免侵入性行為。Chat 應用程式不應不必要或重複打擾使用者。盡量預測使用者需求並提供解決方案。
效率出眾。請瞭解大多數使用者並不想進行冗長的對話。讓使用者專心完成工作。避免說出所有內容，只說最重要的事。如果需要傳達大量資訊，請將長訊息分成多則短訊息。盡量在每則訊息中只加入一個號召性用語，並提供盡可能相關的資訊。
鼓勵。在使用者探索 Chat 應用程式時，請保持樂觀友善的態度。使用者應隨時知道如何朝目標前進，尤其是在遇到錯誤時，例如要求 Chat 應用程式執行無法執行的動作。誠實告知使用者發生錯誤或遇到限制，並說明後續步驟。
具備不同權限、角色和資料存取權的使用者
在 Google Workspace 和其他系統中，Google Chat 使用者擁有不同的權限和資料存取權。單一 Chat 聊天室可包含管理員、經理、銷售人員和客戶。以下是在建構 Chat 應用程式時，需要考慮的一些權限相關情境：
無法存取部分 Chat 應用程式
Google Workspace 管理員可以限制哪些人有權存取 Google Chat 中的 Chat 應用程式。詳情請參閱 Google Workspace Marketplace 說明文件中的「判斷應用程式的目標對象」。
驗證
提示客戶驗證客戶的 Google Workspace 網域可能無法運作，而且可能會讓使用者感到困惑和沮喪。請撰寫可執行的錯誤訊息，說明這種可能性。
如果使用者驗證 Chat 應用程式以分享財務或健康資料等私密資訊，建議將該 Chat 應用程式限制為只能傳送 1:1 即時訊息，以免 Chat 應用程式在其他使用者可能看到的 Chat 聊天室中，意外揭露私密資訊。在 Google Cloud 控制台中設定這類 Chat 應用程式時，請務必在「設定」頁面中，取消勾選「加入聊天室和群組對話」核取方塊。
公司員工通常會與客戶共用 Chat 聊天室。Chat 應用程式可大幅提升員工與顧客的互動體驗，但如果 Chat 應用程式與顧客共用聊天室，請務必考量 Chat 應用程式可能會揭露哪些資料。
舉例來說，假設 Chat 應用程式分享了客戶案件詳細資料。如果 Chat 應用程式在與其他客戶共用的 Chat 聊天室中分享客戶案件，可能會不慎向不應看到這些資訊的人員揭露客戶資訊。
除非另有註明，否則本頁面中的內容是採用創用 CC 姓名標示 4.0 授權，程式碼範例則為阿帕契 2.0 授權。詳情請參閱《Google Developers 網站政策》。Java 是 Oracle 和/或其關聯企業的註冊商標。
上次更新時間：2025-08-29 (世界標準時間)。
[null,null,["上次更新時間：2025-08-29 (世界標準時間)。"],[[["\u003cp\u003eWhen designing your Google Chat app, prioritize user needs by considering factors like app discoverability and user familiarity with Chat app features.\u003c/p\u003e\n"],["\u003cp\u003eAccount for global users by considering time zones and offering multi-language support to enhance user experience.\u003c/p\u003e\n"],["\u003cp\u003eOptimize your Chat app for both web and mobile platforms, ensuring clear and concise messaging while adapting to screen size limitations.\u003c/p\u003e\n"],["\u003cp\u003eMaintain a professional, authentic, and considerate tone in your Chat app's communication, prioritizing user efficiency and providing clear error handling.\u003c/p\u003e\n"],["\u003cp\u003eBe mindful of user permissions and data access, ensuring sensitive information is shared appropriately and avoiding unintended data exposure in shared spaces.\u003c/p\u003e\n"]]],["When designing a Google Chat app, prioritize user needs by considering their discovery, familiarity with Chat apps, geography, and preferred language. Ensure clear, concise communication with a professional, authentic, considerate, efficient, and encouraging voice. Optimize for both web and mobile platforms, and be mindful of varying user permissions and data access. Protect sensitive data and avoid accidental information leaks in shared spaces. Tailor messages based on user preferences and test across different devices.\n"],null,["# Identify your users' needs\n\nThis page describes how to account for your users' needs when designing a\nGoogle Chat app. Whether your Chat app\nsupports a globally distributed team of thousands or just one person, ensure\nyour Chat app helps everyone who messages it by\nincluding the intended user in your design process.\n\nDiscover your Chat app\n----------------------\n\nConsider where your intended users can discover your\nChat app for the first time. When you\n[publish your Chat app](/workspace/marketplace/how-to-publish),\nthink about where users can find it.\n\nFor example, don't assume that users know what your\nChat app does. Make sure your\nChat app's name reflects what it actually does, or the\nservice that it integrates with.\n\nFamiliarity with Chat apps\n--------------------------\n\nYour Chat app might be the first interaction a user has\nhad with Chat apps. Don't assume that users know how a\nChat app works. Features like\n[Chat app commands](/workspace/chat/commands)\nand\n[dialogs](/workspace/chat/dialogs)\nmight confuse some users, so give them instructions.\n\nFor example, when prompting the user to issue a slash command, we recommend the\nfollowing format:\n\nThis prompt is helpful for the following reasons:\n\n- Tells the user exactly what they need to type.\n- Uses special formatting to make the `/createContact` slash command stand out from the surrounding text.\n- States the goal of the slash command.\n\nTo learn more about how to help users with other interactive\nChat app features, see\n[Design user interactions](/workspace/chat/interactivity).\n\nGeography\n---------\n\nIdentify where in the world your users use your\nChat app. Oftentimes, people in a Chat\nspace are located all over the world, which means that they're working in\ndifferent time zones. If your Chat app sends\nnotifications to users or spaces, be mindful of the time of day.\n\nFor example, the following Chat app notifies whomever\nis the on-call reviewer for the week. But, if part of the team is in New York,\nand part of the team is in California, we recommend configuring the\nChat app to send a message at a time that is convenient\nfor all users.\n\nIf your Chat app\n[mentions a user directly](/workspace/chat/format-messages#messages-@mention),\nconsider checking that user's timezone in the\n[Calendar API](/workspace/calendar/api/v3/reference/calendars)\nbefore sending the notification. If it's outside that user's working hours,\nconsider sending the message without a mention, or waiting until their work day\nbegins.\n\nLanguage\n--------\n\nYour Chat app can respond to users in multiple\nlanguages. To support more than one language, your\nChat app must check for a user's preferred language\nand localize its content accordingly.\n\nFor Chat spaces, add a language option to the\nChat app's configuration settings. After users set a\nlanguage in the space, your Chat app can respond to\nmessages using the space's preferred language.\n\nTo check a user's preferred language:\n\n1. Get `User.name` from the [`User`](/workspace/chat/api/reference/rest/v1/User) type in the Google Chat API.\n2. Map `User.name` to [`user.id`](/workspace/admin/directory/reference/rest/v1/users) in the Directory API.\n3. Get `user.languages[]` for the given `user.id` in the Directory API.\n\nPlatform: web versus mobile\n---------------------------\n\nGoogle Chat is available on computers and mobile devices. Computers offer lots\nof screen space where users might be more accepting of information-dense\nmessages with lots of buttons and options. On mobile devices, users appreciate\nsuccinct messages due to the limited screen size.\n\nTry to show three or fewer buttons per card. If you need more, consider\nlaunching a\n[dialog](/workspace/chat/dialogs) instead. Dialogs can present a series of cards\nthat make gathering lots of user input a friendlier experience than trying to\ncollect all of the information in a single card message.\n\nTest your Chat app on multiple devices of varying sizes\nto make sure its presentation of information is digestible.\n\nVoice and tone\n--------------\n\nBecause Chat apps are text-based interfaces, writing clear,\nconcise, and actionable messages ensures user success. When writing messages for\nyour Chat app, consult the\n[Google Material Design writing guidelines](https://material.io/design/communication/writing.html).\n\nEach Chat app is different, but to communicate\neffectively with Chat users, your\nChat app's voice and tone should convey the following\ncharacteristics:\n\n- **Professional**. Your Chat app might be helping\n people at work. Make sure its personality fits into a professional setting,\n or it might feel jarring and inappropriate.\n\n- **Authentic**. Chat apps can speak colloquially, but\n shouldn't pretend to be human. Avoid giving your\n Chat app a gender, or a name that could be confused\n with a person. Including a little character is good, but your\n Chat app should focus on its utility.\n\n- **Considerate**. Be thoughtful and noninvasive. Your\n Chat app shouldn't bother users unnecessarily or\n repeatedly. Strive to anticipate user needs and offer solutions.\n\n- **Efficient**. Recognize that most users aren't looking for a long\n conversation. Help people complete tasks by keeping the\n Chat app experience focused. Avoid saying\n everything in favor of saying the most important things. If you do need to\n convey a large amount of information, break long messages into multiple\n short messages. Try to limit each message to one call to action, and make\n the information presented as relevant as possible.\n\n- **Encouraging**. Be optimistic and friendly with users as they explore your\n Chat app. Users should always know how to move\n ahead towards their goal, especially if they encounter an error, like asking\n your Chat app to do something that it can't.\n Honestly tell users that they've encountered an error or limitation, and\n tell them how to proceed.\n\nUsers with different permissions, roles, and data access\n--------------------------------------------------------\n\nPeople in Chat have different permissions and data access in\nGoogle Workspace and other systems. A single Chat space could\ninclude administrators, managers, sales people, and customers. These are some of\nthe permission-related scenarios to consider while building your\nChat app:\n\n### Limited access to Chat apps\n\nGoogle Workspace administrators can limit who has access to\nChat apps in Google Chat. For more information, see\n[Determine the audience for your app](/workspace/marketplace/how-to-publish#audience)\nin the Google Workspace Marketplace documentation.\n\n### Authentication\n\nPrompting a customer to authenticate to a customer's Google Workspace\ndomain might not work, and might confuse and frustrate the user. Account for\nthis possibility by writing an [actionable error message](/workspace/chat/write-error-messages).\n\n### Share sensitive information in Chat spaces\n\nIf a user authenticates a Chat app to share sensitive\ninformation, like financial or health data, it might be best to limit that\nChat app to 1:1 direct messages so that the\nChat app doesn't accidentally reveal sensitive\ninformation in a Chat space where others might see it. When\nconfiguring this type of Chat app in the\nGoogle Cloud console, on the\n[**Configuration** page](https://console.cloud.google.com/apis/api/chat.googleapis.com/hangouts-chat),\nmake sure that the **Join spaces and group conversations** checkbox is cleared\nand unselected.\n\n### Share information in Chat spaces that include customers\n\nIt's common for employees of a company to share a Chat space with\ncustomers. Your Chat app can be a real boon to\nemployee-customer interactions, but if your Chat app\nshares a space with customers, it's important to consider what data your\nChat app might reveal.\n\nFor example, say your Chat app shares customer case\ndetails. If your Chat app shares a customer case in a\nChat space shared with other customers, it might accidentally\nreveal customer information to people who shouldn't see it.\n\nRelated topics\n--------------\n\n- [Write actionable error messages](/workspace/chat/write-error-messages)\n- [Define all user journeys](/workspace/chat/journeys)"]]
