Electronic message routing

In an electronic message processing system for sending and receiving electronic messages across a network, the electronic message processing system being arranged to store received electronic messages in association with respective means for uniquely identifying each received message and to distribute received electronic messages amongst a plurality of first agents, a method of processing received electronic messages, the method comprising:

• rendering to one of said first agents a first electronic message in order that said first agent may prepare an appropriate response to at least part of the rendered first electronic message;
• causing a second electronic message to be generated, said second electronic message being other than a response message to said rendered first electronic message and including at least part of said first electronic message;
• generating a routing tag, which routing tag includes the respective unique message identifying means associated with said first electronic message;
• causing said routing tag to be included in said second electronic message;
• causing said second electronic message to be sent out of said electronic processing system;
• detecting, upon return of said second electronic message, or a derivative thereof, to said electronic processing system, said routing tag in said returned electronic message;
• causing, upon detection of said routing tag, said returned second electronic message, or derivative thereof, to be processed based on said data included in said routing tag, wherein said processing includes associating, by means of said respective unique message identifier included in said routing tag, said returned second electronic message, or derivative thereof, with said first electronic message;
• and
• upon generation of a response message to said first electronic message by said at least one mail client, including any response text generated by said one first agent in respect of said first electronic message and any response text included in said returned second electronic message, or derivative thereof, in said response message.

A computer program product comprising computer program code stored on a computer usable storage medium for, when executed on a computer system, processing electronic messages in an electronic message processing system for sending and receiving electronic messages across a network, the electronic message processing system being arranged to store received electronic messages in association with respective means for uniquely identifying each received message and to distribute received electronic messages amongst a plurality of first agents, said computer program code being arranged to implement a method, which method comprises:

• rendering to one of said first agents a first electronic message in order that said first agent may prepare an appropriate response to at least part of the rendered first electronic message;
• causing a second electronic message to be generated, said second electronic message being other than a response message to said rendered first electronic message and including at least part of said first electronic message;
• generating a routing tag, which routing tag includes the respective unique message identifying means associated with said first electronic message;
• causing said routing tag to be included in said second electronic message;
• causing said second electronic message to be sent out of said electronic processing system;
• detecting, upon return of said second electronic message, or a derivative thereof, to said electronic processing system, said routing tag in said returned electronic message;
• causing, upon detection of said routing tag, said returned second electronic message, or derivative thereof, to be processed based on said data included in said routing tag, wherein said processing includes associating, by means of said respective unique message identifier included in said routing tag, said returned second electronic message, or derivative thereof, with said first electronic message;
• and
• upon generation of a response message to said first electronic message by said at least one mail client, including any response text generated by said one first agent in respect of said first electronic message and any response text included in said returned second electronic message, or derivative thereof, in said response message.

An electronic message processing system for sending and receiving electronic messages across a network, the electronic message processing system including:

• a classification module, arranged to cause said received electronic messages to be analyzed in order to determine how said received electronic messages are routed within the electronic processing system, and to assign to said received electronic messages respective routing information;
• a distribution module, arranged to distribute said received electronic messages amongst a plurality of first agents depending on the respective routing information associated with each message;
• storage means, arranged to store received electronic messages in association with respective means for uniquely identifying each received message;
• and
• at least one mail client, arranged to render to one or more of said first agents electronic messages distributed thereto in order that said one or more first agents may prepare an appropriate response message to at least part of an electronic message rendered thereto, each mail client including:
• means, responsive to an input from one of said first agents in respect of a first rendered message, for causing a second electronic message to be generated, said second electronic message being other than a response message to said rendered first electronic message and including at east part of said first electronic message and any appropriate response prepared by said one or more first agents;
• means for generating a routing tag, which routing tag includes the respective unique message identifying means associated with said first electronic message, wherein the mail client is arranged to cause said routing tag to be included in said second electronic message;
• the classification module being arranged, upon receipt of an electronic message comprising at least one of said routing tags, to associate, by means of said respective unique message identifier included in said at least one routing tag, the received electronic message with said first electronic message stored in said storage means, and
• wherein the association between the received electronic message and the first electronic message stored in said storage means causes, upon generation of a response message to said first electronic message by said at least one mail client, any response text generated by said one first agent in respect of said first electronic message and any response text included in said received electronic message to be included in said response message.

In an electronic message processing system for sending and receiving electronic messages across a network, the electronic message processing system being arranged to store received electronic messages in association with respective means for uniquely identifying each received message and to distribute received electronic messages amongst a plurality of first agents, a method of processing received electronic messages, the method comprising:

• rendering to one of said first agents a first electronic message in order that said first agent may prepare an appropriate response to at least part of the rendered electronic message;
• causing a second electronic message to be generated, said second electronic message being other than a response message to said rendered first electronic message and including at least part of said first electronic message and any appropriate response prepared by said one or more first agents;
• generating a routing tag, which routing tag includes the respective unique message identifying means associated with said first electronic message;
• causing said routing tag to be included in said second electronic message;
• associating, upon receipt of an electronic message comprising at least one of said routing tags, by means of said respective unique message identifier included in said at least one routing tag, the received electronic message with said first electronic message;
• and
• upon generation of a response message to said first electronic message by said at least one mail client, including any response text generated by said one first agent in respect of said first electronic message and any response text included in said received electronic message in said response message.