# US 11,122,001 B2 · Systems and methods for a proactive two-way conversation > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 11,122,001 B2 - Document ID: US11122001B2 - Status: Granted - Kind: B2 - Application number: 17/123,794 - Filed: 2020-12-16 - Published: 2021-06-17 - Granted: 2021-09-14 - Earliest claimed: 2019-12-16 - Assignees: Liveperson, Inc. - Applicants: Liveperson, Inc. - Inventors: Linh Tran; Neelima Patel - Web page: https://patentgrep.com/patent/US11122001B2 ## CPC - G06Q 10/00: Administration; Management - H04L 51/226: Delivery according to priorities - G06Q 10/10: Office automation; Time management - G06Q 10/107: Computer-aided management of electronic mailing [e-mailing] - G06Q 50/10: Services - H04L 51/06: Message adaptation to terminal or network requirements - H04L 51/18: Commands or executable codes - G06Q: INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR - H04L: TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION (arrangements common to telegraphic and telephonic communication H04M) ## Abstract The present disclosure relates generally to systems and methods for facilitating proactive two-way communication sessions. One example includes proactively sending a message, where when the message is received, the message initiates a conversation with a user across a first messaging platform. When it is dynamically determined that the first messaging platform is unavailable, a list of prioritized alternative messaging platforms is dynamically generated. A prioritized second messaging platform is selected from the list of prioritized alternative messaging platforms, and the message is dynamically modified in accordance with standards associated with the prioritized second messaging platform. When a response is then received after sending the modified message on the prioritized second messaging platform, an agent is selected from a pool of agents to respond. ## Claims ### Claim 1 A method, comprising: 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. ### Claim 2 (depends on 1) The method of claim 1, wherein determining that the first messaging platform is unavailable and generating the list of prioritized alternative messaging platforms is done on a real time basis. ### Claim 3 (depends on 1) The method of claim 1, the method further comprising: receiving input at slidable elements on a user interface to define one or more time periods to send the message; determining that the message will not be received at the first messaging platform within the one or more time periods; and dynamically modifying the one or more time periods in accordance with when the first messaging platform is available. ### Claim 4 (depends on 1) The method of claim 1, the method further comprising defining a lookback period, wherein the message is designated as non-responsive when no response from the user is received within the lookback period. ### Claim 5 (depends on 1) The method of claim 1, further comprising: displaying an option on a user interface for selecting a preferred messaging platform as the first messaging platform; prioritizing the first messaging platform above other messaging platforms; reprioritizing the list of prioritized alternative messaging platforms based on determining the first messaging platform is unavailable; and in subsequent messages, dynamically lowering a prioritization of the first messaging platform based on a model that predicts unavailability of the first messaging platform. ### Claim 6 (depends on 1) The method of claim 1, further comprising: displaying an option on a user interface to define a receiving window, wherein the receiving window defines a range of times in which the message can be proactively sent and wherein the receiving window excludes certain time periods; and sending the message to a specific customer within the receiving window. ### Claim 7 (depends on 1) The method of claim 1 wherein a receiving window is defined on a real time basis. ### Claim 8 (depends on 1) The method of claim 1, further comprising: determining that the response from a specific customer includes an opt out request; and prohibiting future messages from being sent until the specific customer sends a request to opt in. ### Claim 9 (depends on 8) The method of claim 8, wherein the opt out request is determined on a real time basis through natural language processing. ### Claim 10 (depends on 1) The method of claim 1, further comprising: determining, from responses across a group of potential customers, a response rate, a success rate, and an opt out rate associated with each message across two or more messaging platforms; and displaying the response rate, the success rate, and the opt out rate on a user interface over a period of time. ### Claim 11 (depends on 1) The method of claim 1, wherein an application programming interface integrates with third party software to initiate the conversation between a specific customer and the agent within a particular messaging platform, and wherein an application programming interface outputs to the third party software one or more reporting metrics based on the conversation. ### Claim 12 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. ### Claim 13 (depends on 12) The computer-implemented system of claim 12, wherein determining that the first messaging platform is unavailable and generating the list of prioritized alternative messaging platforms is done on a real time basis. ### Claim 14 (depends on 12) The computer-implemented system of claim 12, wherein the operations further include: receiving input at slidable elements on a user interface to define one or more time periods to send the message; determining that the message will not be received at the first messaging platform within the one or more time periods; and dynamically modifying the one or more time periods in accordance with when the first messaging platform is available. ### Claim 15 (depends on 12) The computer-implemented system of claim 12, wherein the operations further include: displaying an option on a user interface for selecting a preferred messaging platform as the first messaging platform; prioritizing the first messaging platform above other messaging platforms; reprioritizing the list of prioritized alternative messaging platforms based on determining the first messaging platform is unavailable; and in subsequent messages, dynamically lowering a prioritization of the first messaging platform based on a model that predicts unavailability of the first messaging platform. ### Claim 16 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. ### Claim 17 (depends on 16) The non-transitory computer readable storage medium of claim 16, wherein determining that the first messaging platform is unavailable and generating the list of prioritized alternative messaging platforms is done on a real time basis. ### Claim 18 (depends on 16) The non-transitory computer readable storage medium of claim 16, wherein the operations further include: receiving input at slidable elements on a user interface to define one or more time periods to send the message; determining that the message will not be received at the first messaging platform within the one or more time periods; and dynamically modifying the one or more time periods in accordance with when the first messaging platform is available. ### Claim 19 (depends on 16) The non-transitory computer readable storage medium of claim 16, wherein the operations further include: displaying an option on a user interface for selecting a preferred messaging platform as the first messaging platform; prioritizing the first messaging platform above other messaging platforms; reprioritizing the list of prioritized alternative messaging platforms based on determining the first messaging platform is unavailable; and in subsequent messages, dynamically lowering a prioritization of the first messaging platform based on a model that predicts unavailability of the first messaging platform. ### Claim 20 (depends on 12) The computer-implemented system of claim 12, wherein the one or more processors further perform operations including: defining a lookback period, wherein the message is designated as non-responsive when no response from the user is received within the lookback period. ### Claim 21 (depends on 12) The computer-implemented system of claim 12, wherein the one or more processors further perform operations including: displaying an option on a user interface to define a receiving window, wherein the receiving window defines a range of times in which the message can be proactively sent and wherein the receiving window excludes certain time periods; and sending the message to a specific customer within the receiving window. ### Claim 22 (depends on 12) The computer-implemented system of claim 12, wherein a receiving window is defined on a real time basis. ### Claim 23 (depends on 12) The computer-implemented system of claim 12, wherein the one or more processors further perform operations including: determining that the response from a specific customer includes an opt out request; and prohibiting future messages from being sent until the specific customer sends a request to opt in. ### Claim 24 (depends on 23) The computer-implemented system of claim 23, wherein the opt out request is determined on a real time basis through natural language processing. ### Claim 25 (depends on 12) The computer-implemented system of claim 12, wherein the one or more processors further perform operations including: determining, from responses across a group of potential customers, a response rate, a success rate, and an opt out rate associated with each message across two or more messaging platforms; and displaying the response rate, the success rate, and the opt out rate on a user interface over a period of time. ### Claim 26 (depends on 12) The computer-implemented system of claim 12, wherein an application programming interface integrates with third party software to initiate the conversation between a specific customer and the agent within a particular messaging platform, and wherein an application programming interface outputs to the third party software one or more reporting metrics based on the conversation. ### Claim 27 (depends on 16) The non-transitory computer readable storage medium of claim 16, wherein the operations further include: defining a lookback period, wherein the message is designated as non-responsive when no response from the user is received within the lookback period. ### Claim 28 (depends on 16) The non-transitory computer readable storage medium of claim 16, wherein the one or more processors further perform operations including: displaying an option on a user interface to define a receiving window, wherein the receiving window defines a range of times in which the message can be proactively sent and wherein the receiving window excludes certain time periods; and sending the message to a specific customer within the receiving window. ### Claim 29 (depends on 16) The non-transitory computer readable storage medium of claim 16, wherein a receiving window is defined on a real time basis. ### Claim 30 (depends on 16) The non-transitory computer readable storage medium of claim 16, wherein the operations further include: determining that the response from a specific customer includes an opt out request; and prohibiting future messages from being sent until the specific customer sends a request to opt in. ### Claim 31 (depends on 30) The non-transitory computer readable storage medium of claim 30, wherein the opt out request is determined on a real time basis through natural language processing. ### Claim 32 (depends on 16) The non-transitory computer readable storage medium of claim 16, wherein the operations further include: determining, from responses across a group of potential customers, a response rate, a success rate, and an opt out rate associated with each message across two or more messaging platforms; and displaying the response rate, the success rate, and the opt out rate on a user interface over a period of time. ### Claim 33 (depends on 16) The non-transitory computer readable storage medium of claim 16, wherein an application programming interface integrates with third party software to initiate the conversation between a specific customer and the agent within a particular messaging platform, and wherein an application programming interface outputs to the third party software one or more reporting metrics based on the conversation.