Online chats without displaying confidential information

• US 9,577,835 B2
• Filed: 07/14/2014
• Issued: 02/21/2017
• Est. Priority Date: 02/07/2014
• Status: Active Grant

• Current Assignee: Salesforce.com, Inc.
• Original Assignee: Salesforce.com, Inc.
• Inventors: Aniano, Jonathan, Wang, Rachel, Schmidt, Tim Christian, Smith, Ryan L., Lintner, Andrew, Banerjee, Arunesh
• Primary Examiner(s): ZHAO, DON GORDON
• Application Number:
  US14/330,193
• Publication Number:
  US 20150227759A1
• Time in Patent Office: 953 Days
• Field of Search: 726/28
• 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;

receive, by a confidential information server, a selection of one of a plurality of confidential forms provided for display within a first inline frame in a first chat window associated with a first online chat participant;

receive, by the confidential information server from second online chat participant, a response based on an information request sent from the first online chat participant to the second online chat participant, the information request corresponding to the selected confidential form and being sent by the first online chat participant to the second online participant to be displayed within a second inline frame in a second chat window associated with the second online chat participant, the response including confidential information provided by the second online chat participant within the second inline frame in the second chat window associated with the second online chat participant;

retrieve, by the confidential information server, data associated with the second online chat participant based on the confidential information; and

send, by the confidential information server to the first online chat participant, a notification that the response from the second online chat participant has been received without displaying the confidential information of the response to the first online chat participant, the notification including the data associated with the second online chat participant.

2. The apparatus of claim 1, wherein the plurality of confidential forms is represented by a plurality of information request objects from which the first online chat participant has the option of selecting.

3. The apparatus of claim 1, wherein the information request corresponding to the selected confidential form to be displayed within a second inline frame in a second chat window associated with the second online chat participant is a request for a personal identification number (PIN), and wherein the response received from the second online chat participant comprises an entry of a PIN by the second online chat participant.

4. The apparatus of claim 1, wherein at least one of the information request object 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:

receive, by a confidential information server, a selection of one of a plurality of confidential forms provided for display within a first inline frame in a first chat window associated with a first online chat participant;

receive, by the confidential information server from a second online chat participant, a response based on an information request sent from the first online chat participant to the second online chat participant, the information request corresponding to the selected confidential form and being sent by the first online chat participant to the second online participant to be displayed within a second inline frame in a second chat window associated with the second online chat participant, the response including confidential information provided by the second online chat participant within the second inline frame in the second chat window associated with the second online chat participant;

retrieve, by the confidential information server, data associated with the second online chat participant based on the confidential information; and

send, by the confidential information server to the first online chat participant, a notification that the response from the second online chat participant has been received without displaying the confidential information of the response to the first online chat participant, the notification including the data associated with the second online chat participant.

7. The computer program product of claim 6, wherein the plurality of confidential forms is represented by a plurality of information request objects from which the first online chat participant has the option of selecting.

8. The computer program product of claim 6, wherein the information request corresponding to the selected confidential form to be displayed within a second inline frame in a second chat window associated with the second online chat participant is a request for a personal identification number (PIN), and wherein the response received from the second online chat participant comprises an entry of a PIN by the second online chat participant.

9. The computer program product of claim 6, wherein at least one of the information request object 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:

receiving, by a confidential information server, a selection of one of a plurality of confidential forms provided for display within a first inline frame in a first chat window associated with a first online chat participant;

receiving, by the confidential information server from a second online chat participant, a response based on an information request sent from the first online chat participant to the second online chat participant, the information request corresponding to the selected confidential form and being sent by the first online chat participant to the second online participant to be displayed within a second inline frame in a second chat window associated with the second online chat participant, the response including confidential information provided by the second online chat participant within the second inline frame in the second chat window associated with the second online chat participant;

retrieving, by the confidential information server, data associated with the second online chat participant based on the confidential information; and

sending, by the confidential information server to the first online chat participant, a notification that the response from the second online chat participant has been received without displaying the confidential information of the response to the first online chat participant, the notification including the data associated with the second online chat participant.

12. The method of claim 11, wherein the plurality of confidential forms is represented by a plurality of information request objects from which the first online chat participant has the option of selecting.

13. The method of claim 11, wherein the information request corresponding to the selected confidential form to be displayed within a second inline frame in a second chat window associated with the second online chat participant is a request for a personal identification number (PIN), and wherein the response received from the second online chat participant comprises an entry of a PIN by the second online chat participant.

14. The method of claim 11, wherein at least one of the information request object 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 receive, by a confidential information server, a selection of one of a plurality of confidential forms provided for display within a first inline frame in a first chat window associated with a first online chat participant;

transmitting code to receive, by the confidential information server from a second online chat participant, a response based on an information request sent from the first online chat participant to the second online chat participant, the information request corresponding to the selected confidential form and being sent by the first online chat participant to the second online participant to be displayed within a second inline frame in a second chat window associated with the second online chat participant, the response including confidential information provided by the second online chat participant within the second inline frame in the second chat window associated with the second online chat participant;

transmitting code to retrieve, by the confidential information server, data associated with the second online chat participant based on the confidential information; and

transmitting code to send, by the confidential information server to the first online chat participant, a notification that the response from the second online chat participant has been received without displaying the confidential information of the response to the first online chat participant, the notification including the data associated with the second online chat participant.

17. The method for transmitting code of claim 16, wherein the plurality of confidential forms is represented by a plurality of information request objects from which the first online chat participant has the option of selecting.

18. The method for transmitting code of claim 16, wherein the information request corresponding to the selected confidential form to be displayed within a second inline frame in a second chat window associated with the second online chat participant is a request for a personal identification number (PIN), and wherein the response received from the second online chat participant comprises an entry of a PIN by the second online chat participant.

19. The method for transmitting code of claim 16, wherein at least one of the information request object 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:

transmitting 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.