Method and system for managing interactive communications campaigns with text messaging

Patent metadata

Field	Value
Publication number	US-9456084-B2
Application number	US-201514718030-A
Country	US
Kind code	B2
Filing date	May 20, 2015
Priority date	Nov 25, 2009
Publication date	Sep 27, 2016
Grant date	Sep 27, 2016

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.

First claim

Having described our invention, what we now claim is set forth below:

1. A method for managing an interactive communications campaign, the method comprising:
receiving, by a processor, a text message from a mobile device having a source address;
identifying, by the processor, a first level keyword in the text message;
mapping, by the processor, the first level keyword and the source address to the campaign;
executing, by the processor, a messaging script with respect to the campaign, wherein the messaging script includes at least one action to be taken in association with the text message; and
transmitting, by the processor, instructions to take the at least one action in response to the text message,
wherein the at least one action is triggered by a second-level keyword in the text message.

2. The method of claim 1 , wherein the at least one action is based on at least one of a state of a conversation, a second-level keyword, a value of a variable, or an occurrence in a communications campaign.

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

4. The method of claim 2 , wherein the value of the variable determines whether a given telephone number is wireless and should receive an outbound text message.

5. The method of claim 2 , wherein the value of the variable determines that an account associated with the messaging script is enabled for text messaging.

6. The method of claim 2 , wherein the first level keyword is associated with a message for use on a particular short code used for sending and receiving text messages.

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

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

9. 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 message from a mobile device having a source address;
identify a first level keyword in the text message;
map the first level keyword and the source address to the campaign;
execute a messaging script with respect to the campaign, wherein the messaging script includes at least one action to be taken in association with the text message; and
transmit instructions to take the at least one action in response to the text message,
wherein the at least one action is triggered by a second-level keyword in the text message.

10. The system of claim 9 , wherein the at least one action is based on at least one of a state of a conversation, a second-level keyword, a value of a variable, 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 message to the mobile 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 message.

13. The system of claim 10 , wherein the value of the variable determines that an account associated with the messaging script is enabled for text messaging.

14. 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 messages.

15. The system of claim 9 , wherein the at least one action is generating an outbound text message.

16. The system of claim 9 , wherein the at least one action is moving the text message to a particular queue.

Assignees

• Soundbite Communications Inc
• Genesys Telecommunications Laboratories Inc

Inventors

• Segall Timothy R
• Greenberg Boris

Classifications

• G06F40/279

  Recognition of textual entities · CPC title

• H04L51/02

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

• H04W4/12

  Messaging; Mailboxes; Announcements · CPC title

• H04M3/5183 Primary

  Call or contact centers with computer-telephony arrangements · CPC title

• H04M3/42059

  Making use of the calling party identifier · CPC title