External multi-channel communication modularization, routing, transmission, and access control in a database system

A computing services environment including a database system, the computing services environment comprising:

• a communication interface configured to receive a request at to establish a communication session from an end point to a tenant of the computing services environment, the request being received from an external computing system managed by an external entity in accordance with a designated communication package definition configured by the external entity and defining access information for a designated communication channel outside of the computing services environment;
• a processor configured to determine, using a generative language model, routing configuration information for the request based on a prompt template and communication session characteristics determined based on the designated communication package definition, the generative language model being tuned based on tenant communications and activity within the computing services environment;
• the processor being further configured to determine an agent account of a plurality of agent accounts associated with the tenant, the agent account being determined based on routing configuration information generated by the generative language model based on a prompt completion, wherein text generated by the generative language model determines, at least in part, a communication route to the agent account through the computing services environment;
• and
• a custom communication system configured to establish the communication session via the designated communication channel from the end point through the external computing system and the computing services environment to a first client machine authenticated to the agent account and to transmit one or more messages from the end point to the first client machine via the communication session.

One or more non-transitory computer readable media having instructions stored thereon for performing a method at a computing services environment including a database system, the method comprising:

• receiving a request at a communication interface to establish a communication session from an end point to a tenant of the computing services environment, the request being received from an external computing system managed by an external entity in accordance with a designated communication package definition configured by the external entity and defining access information for a designated communication channel outside of the computing services environment;
• determining, using a generative language model, routing configuration information for the request based on a prompt template and communication session characteristics determined based on the designated communication package definition, the generative language model being tuned based on tenant communications and activity within the computing services environment;
• determining via a processor an agent account of a plurality of agent accounts associated with the tenant, the agent account being determined based on routing configuration information generated by the generative language model based on a prompt completion, wherein text generated by the generative language model determines, at least in part, a communication route to the agent account through the computing services environment;
• establishing the communication session via the designated communication channel from the end point through the external computing system and the computing services environment to a first client machine authenticated to the agent account;
• and
• transmitting one or more messages from the end point to the first client machine via the communication session.