System and method for managing electronic conversations

摘要

A system provides a conversation construct for the routing of external communications to a party within an entity. Internal interactions of individuals in the entity may be associated by a server system with the conversation construct. Messages may be associated with interactions that may have as participants less than all participants of a conversation construct. An interaction may be a backchannel interaction and exclude one or more participants of a parent interaction. Interactions may be grouped into sequences that likewise may have a limited set of participants. A sequence may have a state associated therewith used by the entity to track progress in achieving an objective. A conversation construct and the sequences and interactions thereof may be presented in an interface to a user that includes those portions of the conversation construct for which the user is a participant.

主权项

1. A method comprising, by a computer system:
receiving a request for interaction by a first entity from a second entity; in response to the request for interaction, generating a conversation object and associating the request for interaction with the conversation object; routing the request for interaction to a first user of a plurality of first users associated with the first entity; receiving first interactions at least one of among the plurality of first users associated with the first entity and between the second entity and the first user; in response to receiving the first interactions, storing the first interactions in the conversation object; storing, in the conversation object, user identifiers of a plurality of participants, the plurality of participants including the first user, the second entity, and one or more other users of the plurality of first users; receiving a request to initiate a conversation from a participant associated with the conversation object; in response to the request to initiate the conversation, retrieving carrier identifiers for the plurality of participants, the carrier identifiers being identifiers for a third-party carrier; conducting a communication session among the participants using the third-party carrier using the carrier identifiers, the communication session including second interactions; storing the second interactions in the conversation object; and providing to each first user of at least a portion of the plurality of first users, a representation of the conversation object including representations of any of the first interactions addressed to the each first user and at least a portion of the second interactions.