SYSTEM, METHOD AND COMPUTER PROGRAM PRODUCT FOR THREADING A MESSAGE

• US 20140108570A1
• Filed: 10/07/2013
• Published: 04/17/2014
• Est. Priority Date: 10/11/2012
• Status: Abandoned Application

• Current Assignee: Salesforce.com, Inc.
• Original Assignee: Salesforce.com, Inc.
• Inventors: Khubchandani, Jyoti M.
• Application Number:
  US14/047,974
• Publication Number:
  US 20140108570A1
• Time in Patent Office: Days
• US Class Current: 709/206
• CPC Class Codes: H04L 51/00 User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
• CPC Class Codes: H04L 51/216 Handling conversation history, e.g. grouping of messages in sessions or threads

Abstract

In accordance with embodiments, there are provided mechanisms and methods for threading a message. These mechanisms and methods for threading a message can enable more detailed message sending and receiving, improved data analysis, optimized customer experience, etc.

Claims

1. A computer program product embodied on a tangible computer readable medium, comprising:

computer code for receiving a message;

computer code for extracting an identifier from the message; and

computer code for threading the message, utilizing the identifier.

2. The computer program product of claim 1, wherein the message includes an electronic mail message.

3. The computer program product of claim 1, wherein the identifier is appended to one or more fields of the message.

4. The computer program product of claim 1, wherein the identifier includes a message identifier that indicates another message associated with the received message.

5. The computer program product of claim 1, wherein an identifier of a case is derived from the message identifier.

6. The computer program product of claim 5, wherein the case is associated with one or more customer issues within the system.

7. The computer program product of claim 5, wherein the case includes one or more of an indication of one or more questions posed by one or more customers, one or more problems presented by one or more customers, and feedback provided by one or more customers.

8. The computer program product of claim 1, wherein the message includes a parent message field that includes a message identifier of an earlier message to which the message is responsive.

9. The computer program product of claim 8, wherein if the message is not responsive to an earlier message, the parent message field is left blank.

10. The computer program product of claim 1, wherein the received message is stored as a message object within the system, where the message object includes a table.

11. The computer program product of claim 10, wherein the identifier is stored as a field of the message object.

12. The computer program product of claim 1, wherein the stored message object is associated with a case of the system.

13. The computer program product of claim 1, wherein threading the message includes grouping the message with one or more additional messages.

14. The computer program product of claim 1, wherein the message is stored as an object within a data structure of the system and is linked to one or more additional messages that are also stored as objects in the data structure of the system.

15. The computer program product of claim 14, wherein the data structure includes a tree structure.

16. The computer program product of claim 15, wherein the received message is stored within a tree structure as a child node, and a message to which the received message is responsive is stored within the tree structure as a parent node.

17. The computer program product of claim 1, wherein threading the message includes visually grouping the message with one or more additional messages.

18. The computer program product of claim 17, further comprising displaying the message to one or more users of the system, where data associated with the one or more additional messages is displayed to the one or more users in addition to data associated with the message.

19. A method, comprising:

receiving a message;

extracting an identifier from the message; and

threading the message, utilizing the identifier.

20. An apparatus, comprising:

a processor for;

receiving a message;

extracting an identifier from the message; and

threading the message, utilizing the identifier.

21. A method for transmitting code for use in a multi-tenant database system on a transmission medium, the method comprising:

transmitting code for receiving a message;

transmitting code for extracting an identifier from the message; and

transmitting code for threading the message, utilizing the identifier.