Unified view of short message service (SMS) interaction history with other channel messages based on case identifier in a customer relationship management (CRM) application
First Claim
1. A method to provide a unified view of short message service (SMS) interaction history in a customer relationship management (CRM) application, the method comprising the steps of:
- receiving an incoming SMS message in a CRM application;
extracting a Case ID embedded inside said incoming SMS message;
locating a pre-existing interaction thread of SMS messages responsive to one another in a database for the CRM application, the pre-existing interaction thread being associated with the extracted Case ID;
retrieving the located interaction thread from the database;
threading said incoming SMS message into the located interaction thread; and
,displaying said located interaction thread with the threaded incoming SMS message in an interaction history panel of the CRM application.
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Abstract
A method to provide a unified and integrated view of the SMS Interaction history with other channel messages (irrespective of the Interaction channel) based on Case ID (Case Identifier) in a CRM application. The method parses the incoming SMS message text for the Case Identifier. The Interaction Thread belonging to the same Case ID is retrieved from the CRM application database and the incoming SMS message is added to that Interaction Thread. The whole interaction history pertaining to the same Case ID is displayed on the CRM application user interface at one place along with latest received massage via SMS along with various other channels of communication in order to enable proper management of the customer interaction. In case there is no Interaction Thread having same Case ID, a new Interaction Thread is created and all subsequent messages are threaded to the new Interaction Thread.
9 Citations
10 Claims
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1. A method to provide a unified view of short message service (SMS) interaction history in a customer relationship management (CRM) application, the method comprising the steps of:
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receiving an incoming SMS message in a CRM application; extracting a Case ID embedded inside said incoming SMS message; locating a pre-existing interaction thread of SMS messages responsive to one another in a database for the CRM application, the pre-existing interaction thread being associated with the extracted Case ID; retrieving the located interaction thread from the database; threading said incoming SMS message into the located interaction thread; and
,displaying said located interaction thread with the threaded incoming SMS message in an interaction history panel of the CRM application. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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Specification