Driving customer service interactions on social media
Assigneesalesforce.com, inc.
InventorIan FROSST
Life of this patent
Estimating the term…
Abstract
An interaction manager assigns messages posted on a social media website to a support case in a database system. A support agent may tag a message posted by a user for directing to the support case. The interaction manger assigns the tagged message to the support case and activates a timer to track a time period. During the time period, the interaction manager assigns other messages posted by the same user to the support case. The interaction manager may reset the time period whenever the support agent replies to one of the messages posted by the user or the support agent tags another one of the user messages for directing to the support case. The interaction manager reduces the burden of having to manually review and manage every message posted on the social media website.
Claims21
1-20 (canceled).
A database system comprising:
- a processor;
- and
- memory coupled to the processor and storing instructions that, when executed by the processor, cause the database system to perform operations comprising:
- retrieving, from a social media website via an application program interface (API), a message posted by a user on the social media website;
- causing the message posted by the user to display on a user interface of a user system in communication with the database system;
- receiving, from a support agent via the user system, a selection of the message posted by the user on the social media website and tagged for assignment to a support case in the database system;
- assigning the tagged message to the support case in the database system;
- activating a timer to measure a time period based on the receipt of the tagged message;
- identifying, during the time period, a reply to the message posted by the user;
- and
- resetting the time period measured by the timer in response to reply to the message posted by the user.
A tangible, non-transitory computer-readable medium storing instructions that, when executed by a database system, cause the database system to perform operations comprising:
- retrieving, from a social media website via an application program interface (API), a message posted by a user on the social media website;
- causing the message posted by the user to display on a user interface of a user system in communication with the database system;
- receiving, from a support agent via the user system, a selection of the message posted by the user on the social media website and tagged for assignment to a support case in the database system;
- assigning the tagged message to the support case in the database system;
- activating a timer to measure a time period based on the receipt of the tagged message;
- identifying, during the time period, a reply to the message posted by the user;
- and
- resetting the time period measured by the timer in response to reply to the message posted by the user.
A method comprising:
- retrieving, by a database system from a social media website via an application program interface (API), a message posted by a user on the social media website;
- causing, by the database system, the message posted by the user to display on a user interface of a user system in communication with the database system;
- receiving, by the database system from a support agent via the user system, a selection of the message posted by the user on the social media website and tagged for assignment to a support case in the database system;
- assigning, by the database system, the tagged message to the support case in the database system;
- activating, by the database system, a timer to measure a time period based on the receipt of the tagged message;
- identifying, by the database system during the time period, a reply to the message posted by the user;
- and
- resetting, by the database system, the time period measured by the timer in response to reply to the message posted by the user.
Dependencies are inferred from the claim text.