Automated agent for a web communication feature

A computing system of a web communication service, the system comprising:

• a processor;
• and
• a memory comprising machine readable instructions that when executed by the processor, cause the system to:
• establish a communication session between a user web application and an automated agent server, the user web application interacting with content on a website, the content being associated with an entity;
• forward a first message from the user web application to the automated agent server;
• forward a response to the first message from the automated agent server to the user web application;
• forward a second message from the user web application to the automated agent server;
• determine that the user web application should be connected to a live agent associated with the entity;
• in response to the indication, connect the user web application to a terminal of the live agent, including receiving setup information from the terminal of the live agent and forwarding the setup information to the user web application, wherein the setup information is forwarded to establish a further communication session between the terminal of the live agent and the user web application;
• and
• forward contextual information to the terminal, the contextual information including interactions the user has had with the website and the response to the first message.

A computer program product comprising machine readable instructions, stored on a non-transitory computer readable medium, that are executable by a computing system of a web communication service, the computer program product comprising:

• code to receive a request from a user web application to communicate with an entity;
• code to establish a communication session between the user web application and an automated agent;
• code to capture contextual information associated with the communication session, the contextual information including information provided by the user web application and interactions the user has had with a website;
• code to determine that a user of the user web application should be connected with a live agent associated with the entity;
• code to connect the user web application with a terminal of the live agent associated with the entity, including receiving setup information from the terminal of the live agent and forwarding the setup information to the user web application, wherein the setup information is forwarded to establish a further communication session between the terminal of the live agent and the user web application;
• and
• code to provide the agent associated with the entity with the contextual information.