Systems and methods facilitating bot communications

A system that facilitates delivery of messages from customers to bots, wherein tenants use a software program over a network to manage interactions with respective ones of the customers, and wherein the bots are created by respective bot providers, the system comprising:

• a hardware processor;
• and
• a bot gateway, wherein:
• the bot gateway comprises a bot configuration library, the bot configuration library storing bot configuration data sets, each of which comprises data values related to respective usage cases pairing a particular one of the bots with a particular one of the tenants;
• the bot gateway includes a bot schema library in which is stored a plurality of bot schemas;
• and
• each of the plurality of bot schemas defines a data field arrangement in accordance with a unique template for sending requests to a particular one of the bots;
• a machine-readable storage medium on which is stored instructions that cause the hardware processor to execute a process for using the bot gateway to format the messages for delivering to the bots, wherein the process comprises the steps of:
• receiving the plurality of bot schemas from respective ones of the bot providers, each of the plurality of bot schemas comprising a bot schema corresponding to a particular one of the bots;
• receiving a first one of the messages (hereinafter “first message”)
• analyzing the first message to determine therefrom:
• a pertinent one of the customers (hereinafter designated as a “first customer”);
• a pertinent one of the tenants (hereinafter designated as a “first tenant”);
• a pertinent one of the bots (hereinafter designated as a “first bot”);
• and
• a text message from the first customer that is intended for delivery to the first bot;
• providing a bot configuration data set, the bot configuration data set comprising data values related to a usage case pairing the first tenant with the first bot, wherein the step of providing the bot configuration data set comprises:
• selecting at least a portion of the bot configuration data set from the bot configuration library based on a pertinence of the bot configuration data set to the usage case that pairs the first tenant with the first bot;
• and
• receiving at least a portion the bot configuration data set as part of the first message;
• selecting from the bot schema library a first one of the plurality of bot schemas (hereinafter “first bot schema”) that pertains to the first bot;
• creating a formatted request via mapping the text message and the data values defined in the bot configuration data set to corresponding data fields defined within the data field arrangement of the first bot schema;
• and
• sending the formatted request to the first bot.