# US 2019/0318108 A1 · Service for users to voluntarily self-identify in over the top (ott) messaging > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 2019/0318108 A1 - Document ID: US20190318108A1 - Status: Published application - Kind: A1 - Application number: 15/955,624 - Filed: 2018-04-17 - Published: 2019-10-17 - Earliest claimed: 2018-04-17 - Assignees: salesforce.com, inc. - Applicants: salesforce.com, inc. - Inventors: Anurodh POKHAREL - Web page: https://patentgrep.com/patent/US20190318108A1 ## CPC - G06F 21/62: Protecting access to data via a platform, e.g. using keys or access control rules - G06F 21/6218: {to a system of files or objects, e.g. local or distributed file system or database} - H04L 9/0866: {involving user or device identifiers, e.g. serial number, physical or biometrical information, DNA, hand-signature or measurable physical characteristics} - H04L 9/3213: {using tickets or tokens, e.g. Kerberos (network architectures or network communication protocols for entities authentication using tickets in a packet data network H04L63/0807)} - H04L 63/0421: {Anonymous communication, i.e. the party's identifiers are hidden from the other party or parties, e.g. using an anonymizer} - H04L 63/061: {for key exchange, e.g. in peer-to-peer networks (cryptographic mechanisms or cryptographic arrangements for key agreement H04L9/0838)} - H04L 63/102: {Entity profiles} - H04L 63/12: {Applying verification of the received information (cryptographic mechanisms or cryptographic arrangements for data integrity or data verification H04L9/32)} - H04L 63/0807: {using tickets, e.g. Kerberos (cryptographic mechanisms or cryptographic arrangements for entity authentication using tickets or tokens H04L9/3213)} - H04L 2209/42: Anonymization, e.g. involving pseudonyms - H04L 2209/80: Wireless - G06F: ELECTRIC DIGITAL DATA PROCESSING (computer systems based on specific computational models G06N) - H04L: TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION (arrangements common to telegraphic and telephonic communication H04M) ## Abstract A method enables a user to self-identify to a user support system when a user electronic device is connected to the user support system by an over-the-top (OTT) communication session where an OTT messaging service provides an anonymous identifier to the user support system to enable communication with the user. The method includes receiving a secured real identifier and a secured token from the user electronic device in response to a user selection to self-identify to the user support system, decrypting the secured real identifier to determine a real identifier that identifies user account information at an external system, determining the anonymous identifier for the user using the secured token in a manner that associates the real identifier with the OTT communication session, and sending the real identifier to the user support system to enable access to the user account information by the user support system. ## Claims ### Claim 1 A method to enable a user to self-identify to a user support system when a user electronic device is connected to the user support system by an over-the-top (OTT) communication session where an OTT messaging service provides an anonymous identifier to the user support system to enable communication with the user, the method comprising: receiving, at the identity service, a secured real identifier and a secured token from the user electronic device in response to a user selection to self-identify to the user support system; decrypting, at the identity service, the secured real identifier to determine a real identifier that identifies user account information at an external system; determining, at the identity service, the anonymous identifier for the user using the secured token to enable the identity service to send the real identifier to the user support system in a manner that associates the real identifier with the OTT communication session; and sending, by the identity service, the real identifier to the user support system in the manner that associates the real identifier with the OTT communication session to enable access to the user account information by the user support system. ### Claim 2 (depends on 1) The method of claim 1, further comprising: exchanging with the external system encryption keys that are used in the decrypting. ### Claim 3 (depends on 1) The method of claim 1, further comprising: prior to receipt of the secured real identifier and the secured token, performing the following, receiving, at the identity service, the anonymous identifier; and causing, by the identity service, the secured token to be sent to the user electronic device using the OTT communication session. ### Claim 4 (depends on 3) The method of claim 3, further comprising: generating, by the identity service, the secured token using the anonymous identifier. ### Claim 5 (depends on 3) The method of claim 3, further comprising: prior to receipt by the identity service of the anonymous identifier, performing the following, receiving, by the user support system, the anonymous identifier from the OTT messaging service; sending, by the user support system, the anonymous identifier to the identity service; and accessing, by the user support system, the user account information at the external system responsive to receipt of the real identifier sent by the identify service. ### Claim 6 (depends on 1) The method of claim 1, further comprising: determining, by the user support system, whether the anonymous identifier has a matching real identifier in a database management system; and forwarding the anonymous identifier to the identity service to generate the secured token, in response to the anonymous identifier not having a match in the database management system. ### Claim 7 (depends on 1) The method of claim 1, further comprising: sending, by the identity service, an object or code to trigger an extension application on the user electronic device to cause the extension application to send the secured real identifier and the secured token to the identity service. ### Claim 8 (depends on 1) The method of claim 1, further comprising: validating the secured token by attempting to decrypt the secured token; determining that the secured token has not expired before the sending of the real identifier to the user support system; and notifying an operator or logging a failure to decrypt or an expired secured token. ### Claim 9 A non-transitory machine-readable storage medium that provides instructions that, if executed by a processor, will cause said processor to perform operations to enable a user to self-identify to a user support system when a user electronic device is connected to the user support system by an over-the-top (OTT) communication session where an OTT messaging service provides an anonymous identifier to the user support system to enable communication with the user, the operations comprising: receiving, at the identity service, a secured real identifier and a secured token from the user electronic device in response to a user selection to self-identify to the user support system; decrypting, at the identity service, the secured real identifier to determine a real identifier that identifies user account information at an external system; determining, at the identity service, the anonymous identifier for the user using the secured token to enable the identity service to send the real identifier to the user support system in a manner that associates the real identifier with the OTT communication session; and sending, by the identity service, the real identifier to the user support system in the manner that associates the real identifier with the OTT communication session to enable access to the user account information by the user support system. ### Claim 10 (depends on 9) The non-transitory machine-readable medium of claim 9, the operations further comprising: exchanging with the external system encryption keys that are used in the decrypting. ### Claim 11 (depends on 9) The non-transitory machine-readable medium of claim 9, the operations further comprising: prior to receipt of the secured real identifier and the secured token, performing the following, receiving, at the identity service, the anonymous identifier; and causing, by the identity service, the secured token to be sent to the user electronic device using the OTT communication session. ### Claim 12 (depends on 11) The non-transitory machine-readable medium of claim 11, the operations further comprising: generating, by the identity service, the secured token using the anonymous identifier. ### Claim 13 (depends on 11) The non-transitory machine-readable medium of claim 11, the operations further comprising: prior to receipt by the identity service of the anonymous identifier, performing the following, receiving, by the user support system, the anonymous identifier from the OTT messaging service; sending, by the user support system, the anonymous identifier to the identity service; and accessing, by the user support system, the user account information at the external system responsive to receipt of the real identifier sent by the identify service. ### Claim 14 (depends on 9) The non-transitory machine-readable medium of claim 9, the operations further comprising: determining, by the user support system, whether the anonymous identifier has a matching real identifier in a database management system; and forwarding the anonymous identifier to the identity service to generate the secured token, in response to the anonymous identifier not having a match in the database management system. ### Claim 15 (depends on 9) The non-transitory machine-readable medium of claim 9, the operations further comprising: sending, by the identity service, an object or code to trigger an extension application on the user electronic device to cause the extension application to send the secured real identifier and the secured token to the identity service. ### Claim 16 (depends on 9) The non-transitory machine-readable medium of claim 9, the operations further comprising: validating the secured token by attempting to decrypt the secured token; determining that the secured token has not expired before the sending of the real identifier to the user support system; and notifying an operator or logging a failure to decrypt or an expired secured token. ### Claim 17 An apparatus comprising: an electronic device comprising: a non-transitory machine-readable medium having stored therein an identity service method to enable a user to self-identify to a user support system when a user electronic device is connected to the user support system by an over-the-top (OTT) communication session where an OTT messaging service provides an anonymous identifier to the user support system to enable communication with the user; and a processor coupled to the non-transitory machine-readable medium, wherein the processor executes the identity service, the identity service to receive a secured real identifier and a secured token from the user electronic device in response to a user selection to self-identify to the user support system, to decrypt the secured real identifier to determine a real identifier that identifies user account information at an external system, to determine the anonymous identifier for the user using the secured token to enable the identity service to send the real identifier to the user support system in a manner that associates the real identifier with the OTT communication session, and to send the real identifier to the user support system in the manner that associates the real identifier with the OTT communication session to enable access to the user account information by the user support system. ### Claim 18 (depends on 17) The apparatus of claim 17, wherein the identity service is further to, prior to receipt of the secured real identifier and the secured token, receive the anonymous identifier, and cause the secured token to be sent to the user electronic device using the OTT communication session. ### Claim 19 (depends on 18) The apparatus of claim 18, wherein the identity service is further to generate the secured token using the anonymous identifier. ### Claim 20 (depends on 17) The apparatus of claim 17, wherein the identity service is further to send an object or code to trigger an extension application on the user electronic device to cause the extension application to send the secured real identifier and the secured token to the identity service.