Device, Method, and Graphical User Interface for Managing Customer Relationships using a Lightweight Messaging Platform

Patent metadata

Field	Value
Publication number	US-2016156584-A1
Application number	US-201414558680-A
Country	US
Kind code	A1
Filing date	Dec 2, 2014
Priority date	Dec 2, 2014
Publication date	Jun 2, 2016
Grant date	—

Abstract

A server sends, to an electronic device of a first user, a data structure that includes a hierarchical interaction tree having a plurality of interaction nodes. The server then receives, from the electronic device of the first user, a first message, wherein the first message from the electronic device of the first user is selected from a set of predefined first-reply messages. Each first-reply message of the set of predefined first-reply messages corresponds to a distinct interaction node of the hierarchical interaction tree.

First claim

What is claimed is:

1 . A method comprising:
at a server system with a processor and memory storing instructions for execution by the processor: sending, to an electronic device of a first user, a data structure that includes a hierarchical interaction tree having a plurality of interaction nodes; receiving, from the electronic device of the first user, a first message, wherein:
the first message from the electronic device of the first user is selected from a set of predefined first-reply messages; and
each first-reply message of the set of predefined first-reply messages corresponds to a distinct interaction node of the hierarchical interaction tree.

2 . The method of claim 1 , wherein:
the set of predefined first-reply messages is based on a plurality of first-reply factors, wherein the first-reply factors include content from one or more messages between the first user and the server.

3 . The method of claim 2 , wherein the first-reply factors further include relationship characteristics between the first user and the server system.

4 . The method of claim 2 , wherein the first-reply factors further include information provided by the user to a social network.

5 . The method of claim 4 , wherein information provided by the user to the social network includes content from one or more messages published by the first user on the social network.

6 . The method of claim 2 , wherein the first-reply factors further include profile characteristics of the first user.

7 . The method of claim 2 , wherein the first-reply factors further include environmental characteristics of the first user.

8 . The method of claim 2 , wherein the first-reply factors further include technical characteristics of the electronic device of the first user.

9 . The method of claim 2 , including:
after receiving, from the electronic device of the first user, the first message:
sending, to the electronic device of the first user for display on the electronic device, a set of predefined second-reply messages, wherein the set of predefined second-reply messages is based on a plurality of second-reply factors for the first user; and
sending, to the electronic device of the first user for display on the electronic device, one or more alternative communication options.

10 . The method of claim 2 , including:
updating a user response profile of the first user in accordance with the first message, wherein:
the set of predefined first-reply messages is based at least in part on the user response profile of the first user;
the user response profile of the first user includes response statistics for the first user.

11 . The method of claim 2 , including:
updating a generic response profile in accordance with the first message, wherein:
the set of predefined first-reply messages is based at least in part on the generic response profile;
the generic response profile includes response statistics for a group of users, the group of users including the first user.

12 . The method of claim 1 , sending, to the electronic device of the first user, instructions for displaying the set of predefined first-reply messages, wherein the first-reply messages in the set of predefined first-reply messages are presented in an order based on a user response profile of the first user and/or a generic response profile.

13 . The method of claim 1 , including:
prior to sending, to the electronic device of the first user, the data structure that includes the hierarchical interaction tree: receiving, from the electronic device of the first user, a service initiation message, wherein sending the data structure is in response to receiving the service initiation message.

14 . The method of claim 1 , wherein the data structure is sent to a messaging application stored in the electronic device of the first user, and the first message is received from the messaging application, the method including:
in accordance with a determination that application-launch criteria are satisfied by content in the first message, sending instructions for activating and displaying an application, distinct from the messaging application, to the electronic device of the first user.

15 . An electronic device, comprising:
one or more processors; and memory, the memory storing one or more programs that are configured to be executed by the one or more processors, the one or more programs including instructions for:
sending, to an electronic device of a first user, a data structure that includes a hierarchical interaction tree having a plurality of interaction nodes;
receiving, from the electronic device of the first user, a first message, wherein:
the first message from the electronic device of the first user is selected from a set of predefined first-reply messages; and

each first-reply message of the set of predefined first-reply messages corresponds to a distinct interaction node of the hierarchical interaction tree.

16 . A non-transitory computer readable storage medium storing one or more programs configured to be executed by one or more processors of an electronic device, the one or more programs including instructions for:
sending, to an electronic device of a first user, a data structure that includes a hierarchical interaction tree having a plurality of interaction nodes; receiving, from the electronic device of the first user, a first message, wherein:
the first message from the electronic device of the first user is selected from a set of predefined first-reply messages; and
each first-reply message of the set of predefined first-reply messages corresponds to a distinct interaction node of the hierarchical interaction tree.

Assignees

• Facebook Inc

Inventors

• Hum Sarah
• Rasmussen Andrew Nolan
• Chambergo Arturo J Esquivel
• Grossman Tatiana Janov
• Lim Ursula Anne
• Baldwin Robert Michael

Classifications

• G06F3/0482

  Interaction with lists of selectable items, e.g. menus · CPC title

• H04L51/02

  using automatic reactions or user delegation, e.g. automatic replies or chatbot-generated messages · CPC title

• H04L51/046

  Interoperability with other network applications or services · CPC title

• G06Q10/40 Primary

  Business processes related to social networking or social networking services · CPC title

• G06F3/04842

  Selection of displayed objects or displayed text elements (G06F3/0482 takes precedence) · CPC title