Method and system for managing interactive communications campaigns with text messaging

• US 9,876,908 B2
• Filed: 09/26/2016
• Issued: 01/23/2018
• Est. Priority Date: 11/25/2009
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Segall, Timothy R., Greenberg, Boris
• Primary Examiner(s): Anwah, Olisa
• Application Number:
  US15/276,443
• Publication Number:
  US 20170149970A1
• Time in Patent Office: 484 Days
• Field of Search: 455466, 37926501, 37926509, 37926607
• 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 method for managing an interactive communications campaign, the method comprising:

receiving, by a processor, a text-based message from a device having a source address, the device being associated with a user;

identifying, by the processor, a first level keyword in the text-based message;

identifying, by the processor, the communications campaign based on the first level keyword and the source address;

executing, by the processor, instructions associated with the communications campaign, wherein the instructions include at least one action to be taken in association with the text-based message; and

transmitting, by the processor, instructions to take the at least one action in response to the text-based message,

wherein the at least one action is based on at least one of a state of a conversation, a value of a variable in the instructions indicative of a mode of communication associated with the user, or an occurrence in the communications campaign.

2. The method of claim 1, wherein the occurrence is a transmission of a voice message, wherein the at least one action is sending an outbound text-based message to the device responsive to the voice message.

3. The method of claim 1, wherein the value of the variable determines whether a given telephone number is wireless and should receive an outbound text-based message.

4. The method of claim 1, wherein the first level keyword is associated with a message for use on a particular short code used for sending and receiving text-based messages.

5. The method of claim 1, wherein the at least one action is triggered by a second-level keyword in the text-based message.

6. The method of claim 1, wherein the at least one action is generating an outbound text-based message.

7. The method of claim 1, wherein the at least one action is moving the text-based message to a particular queue.

8. The method of claim 1, wherein the variable is based on a user preference.

9. The method of claim 1, wherein the mode of communication is text messaging or a voice call.

10. 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;

receive a text-based message from a device having a source address, the device being associated with a user;

identify a first level keyword in the text-based message;

identify the communications campaign based on the first level keyword and the source address;

execute instructions associated with the communications campaign, wherein the instructions include at least one action to be taken in association with the text-based message; and

transmit instructions to take the at least one action in response to the text-based message,

wherein the at least one action is based on at least one of a state of a conversation, a value of a variable in the instructions indicative of a mode of communication associated with the user, or an occurrence in a communications campaign.

11. The system of claim 10, wherein the occurrence is a transmission of a voice message, wherein the at least one action is sending an outbound text-based message to the device responsive to the voice message.

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

13. The system of claim 10, wherein the first level keyword is associated with a message for use on a particular short code used for sending and receiving text-based messages.

14. The system of claim 10, wherein the at least one action is triggered by a second-level keyword in the text-based message.

15. The system of claim 10, wherein the at least one action is generating an outbound text-based message.

16. The system of claim 10, wherein the at least one action is moving the text-based message to a particular queue.

17. The system of claim 10, wherein the variable is based on a user preference.

18. The system of claim 10, wherein the mode of communication is text messaging or a voice call.