System and methods for integrating short message service messaging with contact center applications

A system for routing text messages, the system comprising:

• a processor;
• and
• a memory coupled to the processor, wherein the memory has stored thereon instructions that, when executed by the processor, causes the processor to:
• receive a text message from a source device;
• parse the text message for identifying a mode for interacting with a contact center resource, wherein the mode is a least one of a session-less text messaging, or a session-based chat conversation;
• in response to determining, based on the parsing, that the mode is the session-less text messaging, route the text message to an available agent;
• and
• in response to determining, based on the parsing, that the mode is the session-based chat conversation:
• determine a session identifier for a chat session between a customer endpoint device, and the contact center resource;
• and
• forward, based on the session identifier, the text message to a particular agent moderating the chat session.