Omnichannel communication widget

A computer-implemented method executed using a computer system and comprising:

• receiving a request from a client device to provide web content for a frame in a web document, said web document being provided to said client device by a web server;
• transmitting, via at least one output interface, said requested web content to said client device, said requested web content comprising a live chat application that is programmed to communicate with the computer system;
• exchanging a first plurality of messages between said client device and said web server via said application, said first plurality of messages being associated with a first user identifier and comprising an old conversation among multiple conversations, said first plurality of messages including at least one agent message received at said computer system and forwarded from said computer system to said client device;
• presenting, in the frame, a plurality of options to select a plurality of different communication channels and receive, via the application, a selection of a particular option among the plurality of options corresponding to a further communication channel among the plurality of different communication channels, the further communication channel being different than the live chat application;
• determining that said computer system has previously received a second user identifier that is associated with the further communication channel and has authenticated validity of the second user identifier from said client device scanning a QR code, and in response, said computer system transmitting a confirming message to a further client device via the further communication channel;
• the computer system switching the user from the old conversation to a new conversation among the multiple conversations, providing a uniform view per conversation, and showing messages in a same conversation but exchanged over different communication channels in a same view in chronological order;
• exchanging a second plurality of messages between said further client device and said web server via the further communication channel, said second plurality of messages being associated with a second user identifier and comprising the new conversation, including receiving at least a second agent message from said web server and forwarding said second agent message to said further client device via the further communication channel;
• displaying a uniform view of messages exchanged using the plurality of different communication channels via the live chat application, the uniform view comprising said second plurality of messages on said client device via said application upon determining that said first user identifier and said second user identifier correspond to a single user.

One or more non-transitory computer readable storage media storing one or more sequences of instructions which when executed using a computer system cause the computer system to execute:

• receiving a request from a client device to provide web content for a frame in a web document, said web document being provided to said client device by a web server;
• transmitting, via at least one output interface, said requested web content to said client device, said requested web content comprising a live chat application that is programmed to communicate with the computer system;
• exchanging a first plurality of messages between said client device and said web server via said application, said first plurality of messages being associated with a first user identifier and comprising an old conversation among multiple conversations, said first plurality of messages including at least one agent message received at said computer system and forwarded from said computer system to said client device;
• presenting, in the frame, a plurality of options to select a plurality of different communication channels and receive, via the application, a selection of a particular option among the plurality of options corresponding to a further communication channel among the plurality of different communication channels, the further communication channel being different than the live chat application;
• determining that said computer system has previously received a second user identifier that is associated with the further communication channel and has authenticated validity of the second user identifier from said client device scanning a QR code, and in response, said computer system transmitting a confirming message to a further client device via the further communication channel;
• the computer system switching the user from the old conversation to a new conversation among the multiple conversations, providing a uniform view per conversation, and showing messages in a same conversation but exchanged over different communication channels in a same view in chronological order;
• exchanging a second plurality of messages between said further client device and said web server via the further communication channel, said second plurality of messages being associated with a second user identifier and comprising the new conversation, including receiving at least a second agent message from said web server and forwarding said second agent message to said further client device via the further communication channel;
• displaying a uniform view of messages exchanged using the plurality of different communication channels via the live chat application, the uniform view comprising said second plurality of messages on said client device via said application upon determining that said first user identifier and said second user identifier correspond to a single user.