Systems and methods for state awareness across communication channels and statefully transitioning between communication channels

A system comprising:

• a processor for statefully transitioning a user between a source channel and a destination channel;
• a tangible, non-transitory memory communicating with the processor;
• the tangible, non-transitory memory having instructions stored thereon that, in response to execution by the processor, cause the processor to perform operations comprising:
• retrieving, by the processor, data associated with the user based upon a user identifier, and in response to the user entering the destination channel that is different from the source channel;
• populating, by the processor, the data associated with the user in the destination channel;
• transmitting, by the processor, a telephone number associated with a customer service representative to a device associated with the user, wherein the telephone number is based upon information provided by the user in the source channel;
• maintaining, by the processor, a state awareness between communication channels;
• and
• displaying, by the processor and based upon the state awareness, an estimated wait time.

An article of manufacture including a non-transitory, tangible computer readable medium having instructions stored thereon that, in response to execution by a computer-based system for statefully transitioning a user between a source channel and a destination channel, cause the computer-based system to perform operations comprising:

• retrieving, by the computer-based system, data associated with the user based upon a user identifier, and in response to the user entering the destination channel that is different from the source channel;
• populating, by the computer-based system, the data associated with the user in the destination channel;
• transmitting, by the computer-based system, a telephone number associated with a customer service representative to a device associated with the user, wherein the telephone number is based upon information provided by the user in the source channel;
• maintaining, by the computer-based system, a state awareness between communication channels;
• and
• displaying, by the computer-based system and based upon the state awareness, and estimated wait time.