Programmable cloud-based communication platform

A method comprising:

• providing an API for managing, in real-time during an active customer communication interaction, an interaction detail record associated with a customer communication interaction of a set of customer communication interactions, the interaction detail record comprising contextual data about the customer communication interaction and being stored in a persistent storage that is dynamically accessible and updateable across a plurality of client systems and a plurality of communication channels to enable orchestration of the customer communication interaction across the plurality of communications channels simultaneously, the API including one or more event handlers for updating one or more values of one or more user-defined contextual attributes associated with the customer communication interaction when one or more events pertaining to the customer communication interaction occur, the API further including one or more event handlers for providing the one or more values of the one or more user-defined contextual attributes to the plurality of client systems when the one or more values are updated;
• based on one or more parameters received from one or more client systems of the plurality of client systems via the one or more event handlers for updating the one or more values, performing the updating of the one or more values of the one or more user-defined contextual attributes;
• based on the performing of the updating of the one or more values of the one or more user-defined contextual attributes, invoking the one or more event handlers for providing the one or more values of the one or more user-defined contextual attributes to the plurality of client systems;
• and dynamically propagating, via the invoked event handlers, the updated one or more values to the plurality of client systems while the customer communication interaction remains active, wherein the plurality of client systems comprise client systems of one or more users actively participating in the customer communication interaction.

A non-transitory computer-readable storage medium storing a set of instructions that, when executed by one or more computer processors, causes the one or more computer processors to perform operations, the operations comprising:

• providing an API for managing, in real-time during an active customer communication interaction, an interaction detail record associated with a customer communication interaction of a set of customer communication interactions, the interaction detail record comprising contextual data about the customer communication interaction and being stored in a persistent storage that is dynamically accessible and updateable across a plurality of client systems and a plurality of communication channels to enable orchestration of the customer communication interaction across the plurality of communications channels simultaneously, the API including one or more event handlers for updating one or more values of one or more user-defined contextual attributes associated with the customer communication interaction when one or more events pertaining to the customer communication interaction occur, the API further including one or more event handlers for providing the one or more values of the one or more user-defined contextual attributes to the plurality of client systems when the one or more values are updated;
• based on one or more parameters received from one or more client systems of the plurality of client systems via the one or more event handlers for updating the one or more values, performing the updating of the one or more values of the one or more user-defined contextual attributes;
• based on the performing of the updating of the one or more values of the one or more user-defined contextual attributes, invoking the one or more event handlers for providing the one or more values of the one or more user-defined contextual attributes to the plurality of client systems;
• and dynamically propagating, via the invoked event handlers, the updated one or more values to the plurality of client systems while the customer communication interaction remains active, wherein the plurality of client systems comprise client systems of one or more users actively participating in the customer communication interaction.