Messaging system with multiple messaging channels

• US 9,621,500 B2
• Filed: 10/23/2015
• Issued: 04/11/2017
• Est. Priority Date: 11/12/2010
• Status: Active Grant

• Current Assignee: Meta Platforms, Inc. (f/k/a Facebook, Inc.)
• Original Assignee: Meta Platforms, Inc. (f/k/a Facebook, Inc.)
• Inventors: Hamilton, Ben, Hsiao, Daniel, Seligstein, Joel Benjamin, Zuckerberg, Mark E., Lau, Kenneth M., Bayer, Ross David, Zhang, Zheng, Davenport, Benjamin Peter, Deng, Peter Xiu, Zhang, Lucy Congyun, Perlow, Jonathan David
• Primary Examiner(s): ALRIYASHI, ABDULKADER MOHAMED
• Application Number:
  US14/921,825
• Publication Number:
  US 20160044142A1
• Time in Patent Office: 536 Days
• Field of Search: 709206
• CPC Class Codes: G06F 15/16 Combinations of two or more digital computers each having at least an arithmetic unit, a program unit and a register, e.g. for a simultaneous processing of several programs coordinating program control therefor G06F9/52; in regulating and control system G05B
• CPC Class Codes: G06N 20/00 Machine learning
• CPC Class Codes: G06N 5/025 Extracting rules from data
• CPC Class Codes: H04L 51/08 Annexed information, e.g. attachments
• CPC Class Codes: H04L 51/216 Handling conversation history, e.g. grouping of messages in sessions or threads
• CPC Class Codes: H04L 51/56 Unified messaging, e.g. interactions between e-mail, instant messaging or converged IP messaging [CPM]
• CPC Class Codes: H04L 69/14 Multichannel or multilink protocols

Abstract

A messaging system facilitates communication between users through various messaging channels. The messaging system supports multiple communication channels and includes a messaging module that automatically selects one or more of the messaging channels for delivering a message to a recipient of the message using, for example, a set of policy rules or a trained model. The messaging module may also provide, in a user interface for sending and receiving messages, a visual indication of the selected messaging channel to the sender of the message to provide the user with transparency about how the message will be delivered. Additionally, the message may be delivered via multiple messaging channels, where the messaging module may rescind messages from some of the messaging channels upon receiving a reply from the recipient of the message or other confirmation that the recipient has seen the message via one of the communication channels.

Claims

1. A computer-implemented method comprising:

receiving a message addressed to a recipient, the recipient being a user of a social networking system;

retrieving from a datastore, information describing tracked interactions in the social networking system between a sender of the message and the recipient;

determining an affinity between the sender and the recipient based on the information describing tracked interactions in the social networking system between the sender and the recipient;

selecting, based on the affinity between the sender and the recipient, one or more electronic messaging channels for delivering the message to the recipient from amongst a plurality of electronic messaging channels; and

delivering the message to the recipient via the one or more selected electronic messaging channels, wherein delivering the message comprises;

batching the message together with other messages addressed to the recipient; and

delivering the batched messages as a digest of messages via at least one of the selected electronic messaging channels, wherein delivering the batched messages as the digest comprises;

removing one or more of the batched messages that are read by the recipient; and

delivering remaining batched messages as the digest of messages via the at least one of the selected electronic messaging channels.

2. The method of claim 1, wherein selecting one or more electronic messaging channels comprises selecting one or more electronic messaging channels further based on one or more indications of previous messaging activities of the recipient in the social networking system.

3. The method of claim 2, wherein the one or more indications of the previous messaging activities of the recipient comprise an indication of a most recent messaging channel used by the recipient of the message to reply to a previous message sent by the sender of the message.

4. The method of claim 2, wherein the one or more indications of the previous messaging activities of the recipient comprise previous usage patterns of the recipient for the one or more electronic messaging channels.

5. The method of claim 1, wherein selecting one or more electronic messaging channels comprises selecting one or more electronic messaging channels further based on at least one of a size of or an attachment of the message.

6. The method of claim 1, wherein delivering the message further comprises:

determining a manner in which to deliver the message to the recipient via the one or more selected channels; and

delivering the message to the recipient via the one or more selected channels in the determined manner.

7. The method of claim 6, wherein determining a manner in which to deliver the message comprises determining how to notify the recipient of the message based on at least one indication of current status of the recipient.

8. The method of claim 6, wherein determining a manner in which to deliver the message comprises determining a timing for delivering the message to the recipient based on at least one indication of previous messaging activities of the recipient in the social networking system and wherein delivering the message to the recipient comprises delivering the message via the one or more selected channels at the determined timing.

9. The method of claim 6, wherein determining a manner in which to deliver the message comprises determining when to deliver the message to the recipient based on at least one indication of current status of the recipient.

10. The method of claim 1, wherein delivering the message comprises:

prioritizing the selected electronic messaging channels; and

delivering the message via the selected electronic messaging channels in priority order.

11. The method of claim 10, wherein the message is delivered to a lower priority channel if a reply to the message is not received from the recipient via a higher priority channel within a pre-determined amount of time.

12. The method of claim 1, wherein the electronic messaging channels comprise at least one of web-chat, email, and mobile-chat channels.

13. The method of claim 1, wherein at least one of the selected electronic messaging channels is different from an electronic messaging channel that the message is received from.

14. The method of claim 1, wherein the one or more electronic messaging channels are selected by applying a set of policy rules.

15. The method of claim 1, wherein the one or more electronic messaging channels are selected by applying a predictive machine-learned model.

16. A non-transitory computer readable medium storing instructions, the instructions when executed by at least one processor cause the processor to:

receive a message addressed to a recipient, the recipient being a user of a social networking system;

retrieve, from a datastore, information describing tracked interactions in the social networking system between a sender of the message and the recipient;

determine an affinity between the sender and the recipient based on the information describing tracked interactions in the social networking system between the sender and the recipient;

select based on the affinity between the sender and the recipient, one or more electronic messaging channels for delivering the message to the recipient from amongst a plurality of electronic messaging channels; and

delivering the message to the recipient via the one or more selected electronic messaging channels, wherein delivering the message comprises;

batching the message together with other messages addressed to the recipient; and

delivering the batched messages as a digest of messages via at least one of the selected electronic messaging channels, wherein delivering the batched messages as the digest comprises;

removing one or more of the batched messages that are read by the recipient; and

delivering remaining batched messages as the digest of messages via the at least one of the selected electronic messaging channels.

17. The non-transitory computer readable medium of claim 16, wherein selecting one or more electronic messaging channels comprises selecting one or more electronic messaging channels further based on one or more indications of previous messaging activities of the recipient in the social networking system.