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UNIFIED VIEW OF SHORT MESSAGE SERVICE (SMS) INTERACTION HISTORY WITH OTHER CHANNEL MESSAGES BASED ON CASE IDENTIFIER IN A CUSTOMER RELATIONSHIP MANAGEMENT (CRM) APPLICATION

  • US 20110207484A1
  • Filed: 08/13/2009
  • Published: 08/25/2011
  • Est. Priority Date: 08/14/2008
  • Status: Active Grant
First Claim
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1. A method to provide a unified view of short message service (SMS) interaction history along with other channel messages (irrespective of the interaction channel), based on Case ID (Case Identifier) in a customer relationship management (CRM) application, the method comprising the steps of:

  • (a) receiving an incoming SMS message on CRM application;

    (b) extracting Case ID embedded inside said incoming SMS message text;

    (c) checking whether a pre-existing Interaction Thread with same Case ID exists in the application database;

    (d) retrieving interaction history having same Case ID from application database;

    (e) threading said incoming SMS message to Interaction Thread having same Case ID;

    (f) displaying said incoming SMS message along with all previously received messages from retrieved interaction history, on interaction history panel of CRM application user interface.

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