Updatable message channels/topics for customer service interaction

A computer-implemented process for displaying one or more topic-based message channels within a messaging application on a mobile device for one-way or two-way communication with an agent, comprising:

• assigning an agent group to the one or more topic-based message channels, wherein the assigning of the agent group comprises automatically mapping one or more messages to the one or more topic-based message channels to the agent group, enabling assignment of the agent within the agent group;
• and
• dynamically determining or arranging a list of the one or more one or more topic-based message channels for a user of the mobile device to view and to facilitate the one-way or two-way communication with the agent depending on properties, conditions, or both, each of the one or more topic-based message channels comprising one or more topic-based message channel icons, one or more topic-based message channel names, most recent message, a timestamp of the most recent message, and a badge number configured to identify a number of unread messages, wherein
• the dynamically determining or arranging of the list of the one or more one or more topic-based message channels comprises
• arranging or displaying of the one or more topic-based message channel icons, each of the one or more topic-based message channel icons are arranged in a grid format, and when one of the one or more topic-based message channel icons is selected, arranging one or more sub-topics for the selected one of the one or more topic-based message channel icons in the grid format or connecting the user of the mobile device to the agent,
• each of the one or more topic-based message channels are dynamically created when the messaging application,
• each of the one or more topic-based message channels being mutable facilitates at least one of the one or more topic-based message channels being enabled, disabled, and/or modified at any time, and
• each of the one or more topic-based message channels comprising a tag identifying a corresponding messaging channel, the tag being transferable to an alternate channel, increasing routing of the one or more messages to an appropriate agent and allowing communication to be carried out over the alternate channel.