System and method for enabling dynamic multi-modal communication

• US 10,069,773 B2
• Filed: 03/03/2016
• Issued: 09/04/2018
• Est. Priority Date: 11/12/2013
• Status: Active Grant

• Current Assignee: Twilio, Inc.
• Original Assignee: Twilio, Inc.
• Inventors: Malatack, Patrick, Wilsher, Thomas, To Law, Cheuk, Rao, Gowri
• Primary Examiner(s): Patel, Parth
• Application Number:
  US15/059,753
• Publication Number:
  US 20160191430A1
• Time in Patent Office: 915 Days
• CPC Class Codes: H04L 47/125 by balancing the load, e.g. traffic engineering
• CPC Class Codes: H04L 51/063 Content adaptation, e.g. replacement of unsuitable content
• CPC Class Codes: H04L 51/066 Format adaptation, e.g. format conversion or compression
• CPC Class Codes: H04L 51/214 using selective forwarding
• CPC Class Codes: H04M 2201/60 Medium conversion
• CPC Class Codes: H04M 7/0021 Details of Application Programming Interfaces
• CPC Class Codes: H04M 7/0024 Services and arrangements where telephone services are combined with data services arrangements which combine a telephonic equipment and a computer H04M7/0012
• CPC Class Codes: H04M 7/0048 where the text-based messaging service is a Short Message Service
• CPC Class Codes: H04M 7/0051 where the data service is a multimedia messaging service
• CPC Class Codes: H04M 7/0054 where the data service is an electronic mail service
• CPC Class Codes: H04W 72/044 based on the type of the allocated resource

Abstract

A system and method that includes receiving a messaging request that includes communication intent parameters and a set of communication destinations, wherein the messaging request is authenticated as a request of a first account; dynamically transforming messages according to individual communication destinations, wherein for the set of communication destinations: selecting a communication mode according to communication intent parameters, transforming content of the messaging request, and transmitting transformed content to a destination endpoint in the selected communication mode.

Claims

1. A method comprising:

at a communication system of a multi-tenant communication platform;

responsive to at least one messaging request of a first platform account of the communication platform, the at least one messaging request including communication intent parameters and a plurality of communication destinations, for each of the plurality of communication destinations;

the communication system selecting a communication mode according to the communication intent parameters, the selected communication mode being one of;

an asynchronous messaging communication mode, and

a synchronous voice session communication mode, and

the communication system transmitting content associated with the communication intent parameters to a system of the communication destination via the selected communication mode, the transmitted content including at least one of;

asynchronous message communication content associated with the communication intent parameters, and

content generated by transforming the asynchronous message communication content and

in a case where a number of origin endpoints allocated to the first platform account is insufficient to satisfy a timing constraint for content transmission to each communication destination system while adhering to transmission rate limits of the allocated origin endpoints, the communication system allocating additional origin endpoints to the first platform account to satisfy the timing constraint and rate limits for transmission to each communication destination system,

wherein the communication system balances content transmissions for the plurality of communication destinations across a set of origin endpoints, and

wherein the set of origin endpoints includes the origin endpoints allocated to the first platform account.

2. The method of claim 1, wherein the synchronous voice session communication mode is a synchronous communication mode in which speech audio corresponding to the asynchronous message communication content is communicated.

3. The method of claim 1, wherein the synchronous voice session communication mode is a synchronous communication mode in which speech audio corresponding to a message is played during a voice session.

4. The method of claim 3, wherein the speech audio corresponds to a text message.

5. The method of claim 1, wherein each messaging request is authenticated as a request of the first platform account, and wherein the communication intent parameters include message content parameters.

6. The method of claim 1, wherein the at least one messaging request is received by the communication system from an external system of the first platform account via a representational state transfer (REST) application programming interface (API) of the communication system.

7. The method of claim 1, wherein for each of the plurality of communication destinations, the transmitted content is generated by transforming content associated with the communication intent parameters according to communication capabilities of the communication destination, the transforming being performed by the communication system.

8. The method of claim 1, wherein for each of the plurality of communication destinations, the communication system selects a communication mode according to the communication intent parameters and communication capabilities of the communication destination.

9. The method of claim 8, wherein at least two communication destinations have different communication capabilities.

10. The method of claim 8, wherein the communication capabilities of a communication destination are communication capabilities of a destination endpoint of the communication destination.

11. The method of claim 1, the method further comprising:

for each of the plurality of communication destinations;

converting a resource link associated with the at least one messaging request into a unique trackable resource link for the communication destination.

12. The method of claim 1, wherein the asynchronous messaging communication mode includes one of an SMS communication mode, a MMS communication mode, a push notification communication mode, and an application messaging communication mode.

13. A hardware multi-tenant communication platform system comprising:

a communication system; and

a routing system,

wherein the communication system is constructed to;

responsive to at least one messaging request of a first platform account of the platform system, the at least one messaging request including communication intent parameters and a plurality of communication destinations, for each of the plurality of communication destinations;

use the routing system to select a communication mode according to the communication intent parameters, the selected communication mode being one of;

an asynchronous messaging communication mode, and

a synchronous voice session communication mode, and

transmit content associated with the communication intent parameters to a system of the communication destination via the selected communication mode, the transmitted content including at least one of;

asynchronous message communication content associated with the communication intent parameters, and

content generated by transforming the asynchronous message communication content,

wherein the communication system is constructed to balance content transmissions for the plurality of communication destinations across a set of origin endpoints, and

wherein the set of origin endpoints includes a plurality of origin endpoints allocated to the first platform account, and

wherein the platform system is constructed to;

in a case where a number of origin endpoints allocated to the first platform account is insufficient to satisfy a timing constraint for content transmission to each communication destination system while adhering to transmission rate limits of the allocated origin endpoints, allocate additional origin endpoints to the first platform account to satisfy the timing constraint and rate limits for transmission to each communication destination system.

14. The system of claim 13, wherein the communication system is constructed to receive the at least one messaging request from an external system of the first platform account via a representational state transfer (REST) application programming interface (API) of the communication system.

15. The system of claim 13, wherein the synchronous voice session communication mode is a synchronous communication mode in which speech audio corresponding to a message is played during a voice session.

16. The system of claim 15, wherein the speech audio corresponds to a text message.

17. The system of claim 13, wherein the platform system is constructed to:

for each of the plurality of communication destinations;

convert a resource link associated with the at least one messaging request into a unique trackable resource link for the communication destination.