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Processing electronic mail replies

  • US 9,202,218 B1
  • Filed: 03/27/2012
  • Issued: 12/01/2015
  • Est. Priority Date: 03/27/2012
  • Status: Active Grant
First Claim
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1. A non-transitory computer-readable medium embodying at least one program executable in at least one first computing device, wherein, when executed, the at least one program causes the at least one first computing device to at least:

  • generate a contact entry in a data store, the contact entry associated with a user initiation of communication with an enterprise, the contact entry further associated with an issue to be resolved;

    associate the contact entry with an issue category based at least in part upon the issue associated with the contact entry;

    generate a token associated with the contact entry in response to associating the contact entry with the issue category, the token being a unique identifier;

    generate an email associated with the contact entry, the email associated with a tokenized email address incorporating at least a portion of the token, the email associated with a resolution state of the issue associated with the contact entry;

    designate a username as a portion of a local-part of the tokenized email address, the at least a portion of the token being appended to the username, the username associated with an original email address of the enterprise;

    designate a “

    reply-to”

    address of the email as the tokenized email address;

    designate a “

    from”

    address of the email as the original email address associated with the username;

    send the email to at least one user email address associated with an account of a user associated with the contact entry;

    obtain a reply email that is sent to the tokenized email address from a sender;

    determine that the sender of the reply email corresponds to the user by determining that a “

    from”

    address of the reply email matches the at least one user email address;

    determine that the reply email is received within an expiry window associated with the tokenized email address, the expiry window comprising a window of time outside of which the tokenized email address is expired; and

    determine that the token is in an activated state in response to determining that the reply email is received within the expiry window.

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