Systems and methods for a proactive two-way conversation

A computer-implemented system, comprising:

• one or more processors;
• and
• a non-transitory computer readable storage medium including instructions that, when executed by the one or more processors, cause the one or more processors to perform operations including:
• proactively sending a message, wherein when the message is received, the message initiates a conversation with a user across a first messaging platform;
• dynamically determining that the first messaging platform is unavailable;
• dynamically generating a list of prioritized alternative messaging platforms based on determining that the first messaging platform is unavailable;
• selecting a prioritized second messaging platform from the list of prioritized alternative messaging platforms;
• dynamically modifying the message in accordance with standards associated with the prioritized second messaging platform;
• receiving a response after sending the modified message, wherein when the response is received on the prioritized second messaging platform, an agent is selected from a pool of agents to respond, wherein the agent responds on the prioritized second messaging platform when the prioritized second messaging platform is available;
• and
• reprioritizing the pool of agents to respond on a real time basis when the list of prioritized alternative messaging platforms is reprioritized.

A non-transitory computer readable storage medium comprising instructions that, when executed by one or more processors, cause the one or more processors to perform operations including:

• proactively sending a message, wherein when the message is received, the message initiates a conversation with a user across a first messaging platform;
• dynamically determining that the first messaging platform is unavailable;
• dynamically generating a list of prioritized alternative messaging platforms based on determining that the first messaging platform is unavailable;
• selecting a prioritized second messaging platform from the list of prioritized alternative messaging platforms;
• dynamically modifying the message in accordance with standards associated with the prioritized second messaging platform;
• receiving a response after sending the modified message, wherein when the response is received on the prioritized second messaging platform, an agent is selected from a pool of agents to respond, wherein the agent responds on the prioritized second messaging platform when the prioritized second messaging platform is available;
• and
• reprioritizing the pool of agents to respond on a real time basis when the list of prioritized alternative messaging platforms is reprioritized.