Omnichannel communication system
AssigneeManyChat, Inc.
InventorsMikael Yan, Anton Gorin, Dmitry Kushnikov
Life of this patent
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Abstract
A plurality of communication channels available to initiate a communication session with a message recipient are determined. The communication session is initiated by providing a first message to the message recipient via a select communication channel of the determined communication channels. An indication of a response to a plurality of response options provided in the first message is received from the message recipient via the selected communication channel. The communication session with message recipient is resumed via a second communication channel that is different than the selected communication channel by providing to the message recipient a second message.
Claims18
A system, comprising:
- a communication interface configured to communicate using a plurality of communication channels;
- and
- a processor coupled to the communication interface and configured to:
- determine which of the plurality of communication channels are available to initiate a communication session with a message recipient;
- initiate the communication session by providing a first message to the message recipient via a selected communication channel of the determined communication channels;
- receive from the message recipient via the selected communication channel an indication of a response to a plurality of response options provided in the first message;
- and
- resume the communication session with the message recipient via a second communication channel that is different than the selected communication channel by providing to the message recipient a second message, wherein a selection of one of the plurality of response options provided in the first message causes a reference code identifier to be provided to a chatbot associated with the second communication channel.
A method, comprising:
- determining which of a plurality of communication channels are available to initiate a communication session with a message recipient;
- initiating the communication session by providing a first message to the message recipient via a select communication channel of the determined communication channels;
- receiving from the message recipient via the selected communication channel an indication of a response to a plurality of response options provided in the first message;
- and
- resuming the communication session with the message recipient via a second communication channel that is different than the selected communication channel by providing to the message recipient a second message, wherein a selection of one of the plurality of response options provided in the first message causes a reference code identifier to be provided to a chatbot associated with the second communication channel.
A computer program product embodied in a non-transitory computer readable medium and comprising computer instructions for:
- determining which of a plurality of communication channels are available to initiate a communication session with a message recipient;
- initiating the communication session by providing a first message to the message recipient via a select communication channel of the determined communication channels;
- receiving from the message recipient via the selected communication channel an indication of a response to a plurality of response options provided in the first message;
- and
- resuming the communication session with the message recipient via a second communication channel that is different than the selected communication channel by providing to the message recipient a second message, wherein a selection of one of the plurality of response options provided in the first message causes a reference code identifier to be provided to a chatbot associated with the second communication channel.
Dependencies are inferred from the claim text.