Method and system for managing interactive communications campaigns with text messaging

• US 9,060,254 B2
• Filed: 06/08/2013
• Issued: 06/16/2015
• Est. Priority Date: 11/25/2009
• Status: Active Grant

• Current Assignee: Genesys Cloud Services Incorporated
• Original Assignee: Soundbite Communications Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Segall, Timothy R., Greenberg, Boris
• Primary Examiner(s): Anwah, Olisa
• Application Number:
  US13/913,395
• Publication Number:
  US 20140037082A1
• Time in Patent Office: 738 Days
• Field of Search: 379 8811- 8825, 379/265.01, 379/266.07, 379/88.13, 379/93.12, 705/7.12, 705/34, 705/40, 705/14.49, 705/42, 455/466, 709/206, 709/223, 709/204
• US Class Current: 1/1
• 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 computer program product in a non-transitory computer readable medium for use in a data processing system for managing interactive communications campaigns, wherein a first level keyword/source address pair is associated to an in-bound sub-campaign, the in-bound sub-campaign being configured to process any mobile-originated (MO) messages having the first level keyword on the source address, the computer program product holding computer program instructions, comprising:

program code to define an in-bound messaging script that includes at least one action to be taken in association with a MO text message, wherein the action is based on one of;

a state of a conversation, a second-level keyword, a value of a variable, and an occurrence in the communications campaign; and

program code operative upon receipt of the MO text message from the source address and that includes the first level keyword to execute the in-bound messaging script with respect to the in-bound sub-campaign.

2. The computer program product as described in claim 1 wherein the occurrence is a transmission of a voice message, and further including program code to cause the messaging script to send the text message as a follow-up to the voice message.

3. The computer program product as described in claim 1 wherein the value of the variable determines whether a given telephone number is wireless and should receive the text message.

4. The computer program product as described in claim 1 wherein the value of the variable determines that an account associated with the messaging script is enabled for text messaging.

5. The computer program product as described in claim 1 wherein the first level keyword is associated with at least one approval associated with a short code.

6. The computer program product as described in claim 1. wherein the second-level keyword triggers the action during the campaign.

7. The computer program product as described in claim 1 further including program code to queue unhandled inbound text messages according to one or more second-level keywords.

8. 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;

define an in-bound messaging script that includes at least one action to be taken in association with a mobile-originated (MO) text message, wherein the action is based on one of;

a state of a conversation, a second-level keyword, a value of a variable, and an occurrence in a communications campaign; and

in response to receipt of the MO text message from a source address that includes a first level keyword, execute the in-bound messaging script with respect to an in-bound sub-campaign, wherein a first level keyword/source address pair is associated to the in-bound sub-campaign, and the in-bound sub-campaign is configured to process any mobile-originated messages having the first level keyword on the source address.

9. The system of claim 8, wherein the occurrence is a transmission of a voice message, wherein the instructions further cause the processor to invoke the messaging script to send the text message as a follow-up to the voice message.

10. The system of claim 8, wherein the value of the variable determines whether a given telephone number is wireless and should receive the text message.

11. The system of claim 8, wherein the value of the variable determines that an account associated with the messaging script is enabled for text messaging.

12. The system of claim 8, wherein the first level keyword is associated with at least one approval associated with a short code.

13. The system of claim 8, wherein the second-level keyword triggers the action during the campaign.

14. The system of claim 8, wherein the instructions further cause the processor to queue unhandled inbound text messages according to one or more second-level keywords.