Method and system for managing interactive communications campaigns with text messaging

• US 10,212,284 B2
• Filed: 01/22/2018
• Issued: 02/19/2019
• Est. Priority Date: 11/25/2009
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Segall, Timothy R., Greenberg, Boris
• Primary Examiner(s): Anwah, Olisa
• Application Number:
  US15/877,220
• Publication Number:
  US 20180191900A1
• Time in Patent Office: 393 Days
• CPC Class Codes: G06F 40/279 Recognition of textual entities
• CPC Class Codes: H04L 51/02 using automatic reactions or user delegation, e.g. automatic replies or chatbot-generated messages
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/42382 Text-based messaging services in telephone networks such as PSTN/ISDN, e.g. User-to-User Signalling or Short Message Service for fixed networks
• CPC Class Codes: H04M 3/44 Additional connecting arrangements for providing access to frequently-wanted subscribers, e.g. abbreviated dialling at the subscriber's set H04M1/27; automatic redialling H04M3/424
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04W 4/12 Messaging; Mailboxes; Announcements

Abstract

A messaging platform includes a text messaging subsystem that includes a suite of enhancements that facilitate implementation of a multi-channel communications strategy with high level and fine-grained control over outbound message creation or inbound message handling.

Claims

1. A method for managing an interactive communications campaign, the method comprising:

receiving, by a processor, a text-based message from a device having a source address, the device being associated with a user;

identifying, by the processor, a first level keyword in the text-based message;

identifying, by the processor, the communications campaign based on the first level keyword and the source address;

executing, by the processor, instructions associated with the communications campaign, wherein the instructions include at least one action to be taken in association with the text-based message; and

transmitting, by the processor, instructions to take the at least one action in response to the text-based message,

wherein the at least one action is based an occurrence in the communications campaign being a transmission of a voice message, and

wherein the at least one action is sending an outbound text-based message to the device responsive to the voice message.

2. The method of claim 1, wherein the at least one action is further based on at least one of a state of a conversation or a value of a variable in the instructions indicative of a mode of communication associated with the user.

3. The method of claim 2, wherein the value of the variable determines whether a given telephone number is wireless and should receive an outbound text-based message.

4. The method of claim 2, wherein the variable is based on a user preference.

5. The method of claim 2, wherein the mode of communication is text messaging or a voice call.

6. The method of claim 1, wherein the first level keyword is associated with a message for use on a particular short code used for sending and receiving text-based messages.

7. The method of claim 1, wherein the at least one action is triggered by a second-level keyword in the text-based message.

8. The method of claim 1, wherein the at least one action is generating an outbound text-based message.

9. The method of claim 1, wherein the at least one action is moving the text-based message to a particular queue.

10. A system for managing interactive communications campaigns, the system comprising:

a processor; and

memory, wherein the memory has stored therein instructions that, when executed by the processor, cause the processor to;

receive a text-based message from a device having a source address, the device being associated with a user;

identify a first level keyword in the text-based message;

identify the communications campaign based on the first level

execute instructions associated with the communications campaign, wherein the instructions include at least one action to be taken in association with the text-based message; and

transmit instructions to take the at least one action in response to the text-based message,

wherein the at least one action is based an occurrence in the communications campaign being a transmission of a voice message, and

wherein the at least one action is sending an outbound text-based message to the device responsive to the voice message.

11. The system of claim 10, wherein the at least one action is further based on at least one of a state of a conversation or a value of a variable in the instructions indicative of a mode of communication associated with the user.

12. The system of claim 11, wherein the value of the variable determines whether a given telephone number is wireless and should receive an outbound text-based message.

13. The system of claim 11, wherein the variable is based on a user preference.

14. The system of claim 11, wherein the mode of communication is text messaging or a voice call.

15. The system of claim 10, wherein the first level keyword is associated with a message for use on a particular short code used for sending and receiving text-based messages.

16. The system of claim 10, wherein the at least one action is triggered by a second-level keyword in the text-based message.

17. The system of claim 10, wherein the at least one action is generating an outbound text-based message.

18. The system of claim 10, wherein the at least one action is moving the text-based message to a particular queue.