# US 9,519,711 B2 · Integrating and managing social networking information in an on-demand database system > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 9,519,711 B2 - Document ID: US9519711B2 - Status: Granted - Kind: B2 - Application number: 14/145,870 - Filed: 2013-12-31 - Published: 2014-08-07 - Granted: 2016-12-13 - Earliest claimed: 2009-10-30 - Assignees: salesforce.com, inc. - Applicants: salesforce.com, inc. - Inventors: Chet Chauhan - Web page: https://patentgrep.com/patent/US9519711B2 ## CPC - G06Q 30/0201: Market modelling; Market analysis; Collecting market data - G06F 16/95: Retrieval from the web - G06F 16/9535: Search customisation based on user profiles and personalisation - G06F 16/9536: Search customisation based on social or collaborative filtering - G06F 16/958: Organisation or management of web site content, e.g. publishing, maintaining pages or automatic linking - G06Q 10/40: Business processes related to social networking or social networking services - G06Q 30/01: Customer relationship services - H04L 51/216: Handling conversation history, e.g. grouping of messages in sessions or threads - H04L 51/52: for supporting social networking services - H04L 67/10: in which an application is distributed across nodes in the network (software deployment G06F8/60; multiprogramming arrangements G06F9/46) - G06Q: INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR - 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 Some embodiments comprise integrating information from a social network into a multi-tenant database system. A plurality of information from the social network is retrieved, using a processor and a network interface of a server computer in the multi-tenant database system, wherein the plurality of information is associated with a message transmitted using the social network. Metadata related to the transmitted message is generated, using the processor. A conversation object is generated, using the processor, based on the plurality of information associated with the transmitted message and the metadata related to the transmitted message. The conversation object is then stored in an entity in the multi-tenant database system, using the processor of the server computer. ## Claims ### Claim 1 A computer-implemented method of adding new correspondent contacts or leads into a database system, the method comprising: receiving a message, using a processor and a network interface of a computer; automatically searching existing contact records and lead records in the database system and determining that the message was sent by a correspondent who is not associated with any of the existing contact records or lead records; extracting correspondent-identifying metadata from the received message without operator assistance; populating a new contact record or lead record with the extracted correspondent-identifying metadata; associating the message with the new contact record or lead record; and storing the new contact record or lead record in the database system. ### Claim 2 (depends on 1) The computer-implemented method of claim 1, further comprising: creating, using the processor, a tracking record that associates the message with the new contact record or lead record; and storing the tracking record in the database system. ### Claim 3 (depends on 1) The computer-implemented method of claim 1, wherein the message is received using a social network, and further comprising retrieving a plurality of information associated with the message from the social network by searching through a plurality of messages using one or more filters. ### Claim 4 (depends on 3) The computer-implemented method of claim 3, further including responding to the message by transmitting a response to the message through the social network. ### Claim 5 (depends on 3) The computer-implemented method of claim 3, further including posting a response to the message on the social network. ### Claim 6 (depends on 1) The computer-implemented method of claim 1, further comprising: categorizing the message. ### Claim 7 (depends on 1) The computer-implemented method of claim 1, further comprising: creating a new case based on the message. ### Claim 8 (depends on 1) The computer-implemented method of claim 1, further comprising: updating an existing knowledge-base entry based on the message. ### Claim 9 A non-transitory computer-readable medium containing program code executable by a processor in a computer to integrate information from a social network into a database system, the program code including instructions to: receive a message; automatically search existing contact records and lead records in the database system and determine that the message was sent by a correspondent who is not associated with any of the existing contact records or lead records; extract correspondent-identifying metadata from the received message without operator assistance; populate a new contact record or lead record with the extracted correspondent-identifying metadata; associate the message with the new contact record or lead record; and store the new contact record or lead record in the database system. ### Claim 10 (depends on 9) The non-transitory computer-readable medium of claim 9, the program code further including instructions to: create, using the processor, a tracking record that associates the message with the new contact record or lead record; and store the tracking record in the database system. ### Claim 11 (depends on 9) The non-transitory computer-readable medium of claim 9, wherein the message is received using a social network, and the program code further including instructions to: retrieve a plurality of information associated with the message from the social network by searching through a plurality of messages using one or more filters. ### Claim 12 (depends on 11) The non-transitory computer-readable medium of claim 11, the program code further including instructions to: respond to the message by transmitting a response to the message through the social network. ### Claim 13 (depends on 11) The non-transitory computer-readable medium of claim 11, the program code further including instructions to: post a response to the message on the social network. ### Claim 14 (depends on 9) The non-transitory computer-readable medium of claim 9, the program code further including instructions to: categorize the message. ### Claim 15 (depends on 9) The non-transitory computer-readable medium of claim 9, the program code further including instructions to: create a new case based on the message. ### Claim 16 (depends on 9) The non-transitory computer-readable medium of claim 9, the program code further including instructions to: update an existing knowledge-base entry based on the message. ### Claim 17 A system for integrating information from a social network into a database system, the system comprising: a processor; a network interface; and a non-transitory computer-readable medium embodied with instructions to: receive a message, using the processor and the network interface; automatically search existing contact records and lead records in the database system and determine that the message was sent by a correspondent who is not associated with any of the existing contact records or lead records; extract correspondent-identifying metadata from the received message without operator assistance; populate a new contact record or lead record with the extracted correspondent-identifying metadata; associate the message with the new contact record or lead record; and store the new contact record or lead record in the database system. ### Claim 18 (depends on 17) The system of claim 17, the non-transitory computer-readable medium further embodied with instructions to: create, using the processor, a tracking record that associates the message with the new contact record or lead record; and store the tracking record in the database system. ### Claim 19 (depends on 17) The system of claim 17, wherein the message is received using a social network, and the non-transitory computer-readable medium further embodied with instructions to: retrieve a plurality of information associated with the message from the social network by searching through a plurality of messages using one or more filters. ### Claim 20 (depends on 19) The system of claim 19, the non-transitory computer-readable medium further embodied with instructions to: respond to the message by transmitting a response to the message through the social network. ### Claim 21 (depends on 19) The system of claim 19, the non-transitory computer-readable medium further embodied with instructions to: post a response to the message on the social network. ### Claim 22 (depends on 17) The system of claim 17, the non-transitory computer-readable medium further embodied with instructions to: categorize the message. ### Claim 23 (depends on 17) The system of claim 17, the non-transitory computer-readable medium further embodied with instructions to: create a new case based on the message. ### Claim 24 (depends on 17) The system of claim 17, the non-transitory computer-readable medium further embodied with instructions to: update an existing knowledge-base entry based on the message.