# US 11,307,739 B2 · Dynamic multi-channel publisher > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 11,307,739 B2 - Document ID: US11307739B2 - Status: Granted - Kind: B2 - Application number: 16/828,722 - Filed: 2020-03-24 - Published: 2021-05-20 - Granted: 2022-04-19 - Earliest claimed: 2019-11-15 - Assignees: salesforce.com, inc. - Applicants: salesforce.com, inc. - Inventors: Rachel Ellie Blank; George Edward Cliff; Max St. Clair Wenger - Web page: https://patentgrep.com/patent/US11307739B2 ## CPC - G06F 3/0482: Interaction with lists of selectable items, e.g. menus - G06F 3/04817: using icons (graphical or visual programming using iconic symbols G06F8/34) - G06F 3/04842: Selection of displayed objects or displayed text elements (G06F3/0482 takes precedence) - H04L 51/04: Real-time or near real-time messaging, e.g. instant messaging [IM] - H04L 51/52: for supporting social networking services - H04L 51/56: Unified messaging, e.g. interactions between e-mail, instant messaging or converged IP messaging [CPM] - H04M 1/72436: for text messaging, e.g. short messaging services [SMS] or e-mails - G06F: ELECTRIC DIGITAL DATA PROCESSING (computer systems based on specific computational models G06N) - H04L: TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION (arrangements common to telegraphic and telephonic communication H04M) - H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08) ## Abstract Disclosed herein are method, system and device embodiments for responding to a customer via a dynamic multi-channel publisher. An embodiment operates by providing a window in a graphical user interface (GUI) that provides access to a list of channels related to a customer, receiving a selection of a first channel from the list of channels in response to a request from the customer using a second channel from the list of channels, and updating the window with one or more message types and one or more action types corresponding to the first channel to respond to the request. The list of channels corresponds to multiple applications available to communicate with the customer, and the first channel is different from the second channel. ## Claims ### Claim 1 A method, comprising: providing, by a computing device, a publisher window in a graphical user interface (GUI), wherein the publisher window includes: a list of channels related to a customer, the list of channels corresponding to a plurality of applications available to communicate with the customer; and one or more message types and one or more action types corresponding to one or more of the list of channels; receiving, by the computing device, a selection of a first channel from the list of channels in the publisher window in response to a request from the customer using a second channel from the list of channels, wherein the first channel is different from the second channel; and updating, by the computing device, the one or more message types and the one or more action types in the publisher window corresponding to the first channel to respond to the request. ### Claim 2 (depends on 1) The method of claim 1, further comprising: adding, by the computing device, a third channel to the list of channels in the publisher window, wherein the third channel corresponds to a new application available to communicate with the customer. ### Claim 3 (depends on 1) The method of claim 1, further comprising: adding, by the computing device, an additional message type to the one or more message types of the first channel in the publisher window, wherein the first channel corresponds to an application in the plurality of applications and the additional message type corresponds to a new message type of the application. ### Claim 4 (depends on 1) The method of claim 1, further comprising: adding, by the computing device, an additional action type to the one or more action types of the first channel in the publisher window, wherein the first channel corresponds to an application in the plurality of applications and the additional action type corresponds to a new action type of the application. ### Claim 5 (depends on 1) The method of claim 1, further comprising: updating, by the computing device, the one or more action types in the publisher window in response to a selection of a message type. ### Claim 6 (depends on 1) The method of claim 1, further comprising: responding, by the computing device, to the request from a managed account, wherein the managed account corresponds to the first channel. ### Claim 7 (depends on 1) The method of claim 1, further comprising: switching, by the computing device, to an internal messenger in the publisher window in response to a selection of a channel of internal message to respond to the request. ### Claim 8 A system, comprising: a memory; and at least one processor coupled to the memory, wherein the at least one processor is configured to: provide a publisher window in a graphical user interface (GUI), wherein the publisher window includes: a list of channels related to a customer, the list of channels corresponding to a plurality of applications available to communicate with the customer; and one or more message types and one or more action types corresponding to one or more of the list of channels; receive a selection of a first channel from the list of channels in the publisher window in response to a request from the customer using a second channel from the list of channels, wherein the first channel is different from the second channel; and update the one or more message types and the one or more action types in the publisher window corresponding to the first channel to respond to the request. ### Claim 9 (depends on 8) The system of claim 8, wherein the at least one processor is further configured to: add a third channel to the list of channels in the publisher window, wherein the third channel corresponds to a new application available to communicate with the customer. ### Claim 10 (depends on 8) The system of claim 8, wherein the at least one processor is further configured to: add an additional message type to the one or more message types of the first channel channels in the publisher window, wherein the first channel corresponds to an application in the plurality of applications and the additional message type corresponds to a new message type of the application. ### Claim 11 (depends on 8) The system of claim 8, wherein the at least one processor is further configured to: add an additional action type to the one or more action types of the first channel channels in the publisher window, wherein the first channel corresponds to an application in the plurality of applications and the additional action type corresponds to a new action type of the application. ### Claim 12 (depends on 8) The system of claim 8, wherein the at least one processor is further configured to: update the one or more action types channels in the publisher window in response to a selection of a message type. ### Claim 13 (depends on 8) The system of claim 8, wherein the at least one processor is further configured to: respond to the request from a managed account, wherein the managed account corresponds to the first channel. ### Claim 14 (depends on 8) The system of claim 8, wherein the at least one processor is further configured to: switch to an internal messenger channel in the publisher window in response to a selection of a channel of internal messages to respond to the request. ### Claim 15 A tangible computer-readable device having instructions stored thereon that, when executed by a computing device, cause the computing device to perform operations comprising: providing a publisher window in a graphical user interface (GUI), wherein the publisher window includes: a list of channels related to a customer, the list of channels corresponding to a plurality of applications available to communicate with the customer; and one or more message types and one or more action types corresponding to one or more of the list of channels; receiving a selection of a first channel from the list of channels in the publisher window in response to a request from the customer using a second channel from the list of channels, wherein the first channel is different from the second channel; and updating the one or more message types and the one or more action types in the publisher window corresponding to the first channel to respond to the request. ### Claim 16 (depends on 15) The computer-readable device of claim 15, the operations further comprising: adding a third channel to the list of channels in the publisher window, wherein the third channel corresponds to a new application available to communicate with the customer. ### Claim 17 (depends on 15) The computer-readable device of claim 15, the operations further comprising: adding an additional action type to the one or more action types of the first channel in the publisher window, wherein the first channel corresponds to an application in the plurality of applications and the additional action type corresponds to a new action type of the application. ### Claim 18 (depends on 15) The computer-readable device of claim 15, the operations further comprising: updating the one or more action types in the publisher window in response to a selection of a message type. ### Claim 19 (depends on 15) The computer-readable device of claim 15, the operations further comprising: responding to the request from a managed account selected, wherein the managed account corresponds to the first channel. ### Claim 20 (depends on 15) The computer-readable device of claim 15, the operations further comprising: switching to an internal messenger in the publisher window in response to a selection of a channel of internal message to respond to the request.