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US 10,951,553 B2Granted
Updatable message channels/topics for customer service interaction
OwnerVignesh Girishankar, Siddharth Gopalasundaram +4inventors
InventorsVignesh Girishankar, Siddharth Gopalasundaram, Hrishikesh Premkumar, Prasannan Narayanasamy, Govind Patel, Deepak Balasubramanyam
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Abstract
A computer-implemented process for displaying one or more message channels may include arranging the one or more message channels for a user of a computing system to view. Each of the one or more message channels may include a message channel icon, a message channel name, a message, a timestamp of the message, and a badge number.
Claims16
A computer-implemented process for managing message channels, comprising:
- receiving, at a server, a list of message channels from a dashboard of an admin device;
- associating, at the server, each message channel in the list of message channels with a corresponding tag, the corresponding tag is configured to filter a message channel changing visibility of the message channel on the one or more client devices and is hidden from use of the one or more client devices;
- pushing, from the server, the list of message channels to one or more client devices in response to a query from the one or more client devices;
- receiving, at the server, a broadcast message created from the dashboard of the admin, the broadcast message is associated with a particular channel, wherein each message channel has an associated context comprising at least one of use of an application, a type of user, and category of tag assigned to the user and application;
- identifying one or more users associated under the particular channel, wherein the one or more messages are associated with user criteria associated with rules comprising at least one of usage criteria, application and/or device criteria, and custom properties;
- and
- sending a message comprising the broadcast message to a broadcast server causing the broadcast server to send the broadcast message to a device of the one or more identified users the broadcast message associated with the particular channel, wherein
- the list of message channels identifies one or more topics for the user of the one or more client devices to select in order to connect with an agent or a BOT,
- each message channel being mutable facilitates each message channel being enabled, disabled, and/or modified at any time, and
- the corresponding tag being transferrable to an alternate channel, increasing routing of one or more messages to an appropriate agent and allowing communication to be carried out over the alternate channel.
7 more elements
An apparatus configured to manage managing message channels, comprising:
- memory comprising a set of instructions;
- and
- at least one processor, wherein
- the set of instructions, with the at least one processor, is configured to cause the apparatus to
- receive a list of message channels from a dashboard of an admin device;
- associate each message channel in the list of message channels with a corresponding tag, the corresponding tag is configured to filter a message channel changing visibility of the message channel on the one or more client devices and is hidden from use of the one or more client devices;
- push the list of message channels to one or more client devices in response to a query from the one or more client devices;
- receive a broadcast message created from the dashboard of the admin, the broadcast message is associated with a particular channel, wherein each message channel has an associated context comprising at least one of use of an application, a type of user, and category of tag assigned to the user and application;
- identify one or more users associated under the particular channel, wherein the one or more messages are associated with user criteria associated with rules comprising at least one of usage criteria, application and/or device criteria, and custom properties;
- and
- send a message comprising the broadcast message to a broadcast server causing the broadcast server to send the broadcast message to a device of the one or more identified users the broadcast message associated with the particular channel, wherein
- the list of message channels identifies one or more topics for the user of the one or more client devices to select in order to connect with an agent or a BOT,
- each message channel being mutable facilitates each message channel being enabled, disabled, and/or modified at any time, and
- the corresponding tag being transferrable to an alternate channel, increasing routing of one or more messages to an appropriate agent and allowing communication to be carried out over the alternate channel.
11 more elements
Dependencies are inferred from the claim text.