ONLINE CHATS WITHOUT DISPLAYING CONFIDENTIAL INFORMATION

• US 20150227759A1
• Filed: 07/14/2014
• Published: 08/13/2015
• Est. Priority Date: 02/07/2014
• Status: Active Grant

• Current Assignee: Salesforce.com, Inc.
• Original Assignee: Salesforce.com, Inc.
• Inventors: ANIANO, Jonathan, LINTNER, Andrew, WANG, Rachel, BANERJEE, Arunesh, SCHMIDT, Tim Christian, SMITH, Ryan L.
• Granted Patent: US 9,577,835 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06F 21/6245 Protecting personal data, e.g. for financial or medical purposes
• CPC Class Codes: H04L 12/1813 for computer conferences, e.g. chat rooms instant messaging H04L51/04; protocols for multimedia communication H04L65/1101; arrangements for multi-party communication H04L65/403; telephonic conference arrangements H04M3/56; television conference systems H04N7/15
• CPC Class Codes: H04L 12/1822 Conducting the conference, e.g. admission, detection, selection or grouping of participants, correlating users to one or more conference sessions, prioritising transmission

Abstract

Systems and methods are provided for online chats without displaying confidential information. A system sends, from a first online chat participant, an information request to a second online chat participant. The system receives, from the second online chat participant, a response based on the information request. The system notifies the first online chat participant of receiving the response from the second online chat participant without displaying confidential information of the response to the first online chat participant.

Claims

1. An apparatus for online chats without displaying confidential information, the apparatus comprising:

one or more processors; and

a non-transitory computer readable medium storing a plurality of instructions, which when executed, cause the one or more processors to;

send, from a first online chat participant, an information request to a second online chat participant;

receive, from the second online chat participant, a response based on the information request; and

notify the first online chat participant of receiving the response from the second online chat participant without displaying confidential information of the response to the first online chat participant.

2. The apparatus of claim 1, wherein the information request comprises an information request object selected from a plurality of objects which the first online chat participant has the option of sending to the second online participant.

3. The apparatus of claim 1, wherein the response comprises an information response object selected from a plurality of objects which the second online chat participant has the option of using to respond to the information request.

4. The apparatus of claim 1, wherein at least one of the information request and the response is initiated in an inline frame in a chat window.

5. The apparatus of claim 1, further comprising the steps of:

receiving an online chat request;

identifying an agent to respond to the online chat request based on logic used to identify agents to respond to voice calls; and

routing the online chat request to the agent, wherein the agent becomes the first online chat participant.

6. A computer program product comprising computer-readable program code to be executed by one or more processors when retrieved from a non-transitory computer-readable medium, the program code including instructions to:

send, from a first online chat participant, an information request to a second online chat participant;

receive, from the second online chat participant, a response based on the information request; and

notify the first online chat participant of receiving the response from the second online chat participant without displaying confidential information of the response to the first online chat participant.

7. The computer program product of claim 6, wherein the information request comprises an information request object selected from a plurality of objects which the first online chat participant has the option of sending to the second online participant.

8. The computer program product of claim 6, wherein the response comprises an information response object selected from a plurality of objects which the second online chat participant has the option of using to respond to the information request.

9. The computer program product of claim 6, wherein at least one of the information request and the response is initiated in an inline frame in a chat window.

10. The computer program product of claim 6, the program code further including instructions to:

receive an online chat request;

identify an agent to respond to the online chat request based on logic used to identify agents to respond to voice calls; and

route the online chat request to the agent, wherein the agent becomes the first online chat participant.

11. A method for online chats without displaying confidential information, the method comprising:

sending, from a first online chat participant, an information request to a second online chat participant;

receiving, from the second online chat participant, a response based on the information request; and

notifying the first online chat participant of receiving the response from the second online chat participant without displaying confidential information of the response to the first online chat participant.

12. The method of claim 11, wherein the information request comprises an information request object selected from a plurality of objects which the first online chat participant has the option of sending to the second online participant.

13. The method of claim 11, wherein the response comprises an information response object selected from a plurality of objects which the second online chat participant has the option of using to respond to the information request.

14. The method of claim 11, wherein at least one of the information request and the response is initiated in an inline frame in a chat window.

15. The method of claim 11, the method further comprising:

receiving an online chat request;

identifying an agent to respond to the online chat request based on logic used to identify agents to respond to voice calls; and

routing the online chat request to the agent, wherein the agent becomes the first online chat participant.

16. A method for transmitting code for online chats without displaying confidential information, the method comprising:

transmitting code to send, from a first online chat participant, an information request to a second online chat participant;

transmitting code to receive, from the second online chat participant, a response based on the information request; and

transmitting code to notify the first online chat participant of receiving the response from the second online chat participant without displaying confidential information of the response to the first online chat participant.

17. The method for transmitting code of claim 16, wherein the information request comprises an information request object selected from a plurality of objects which the first online chat participant has the option of sending to the second online participant.

18. The method for transmitting code of claim 16, wherein the response comprises an information response object selected from a plurality of objects which the second online chat participant has the option of using to respond to the information request.

19. The method for transmitting code of claim 16, wherein at least one of the information request and the response is initiated in an inline frame in a chat window.

20. The method for transmitting code of claim 16, the method further comprising:

ransmitting code to receive an online chat request;

transmitting code to identify an agent to respond to the online chat request based on logic used to identify agents to respond to voice calls; and

transmitting code to route the online chat request to the agent, wherein the agent becomes the first online chat participant.