System and method of message thread management

Patent metadata

Field	Value
Publication number	US-9886664-B2
Application number	US-201314036838-A
Country	US
Kind code	B2
Filing date	Sep 25, 2013
Priority date	Sep 25, 2013
Publication date	Feb 6, 2018
Grant date	Feb 6, 2018

Abstract

Disclosed herein are systems, methods, and computer-readable storage device for managing message threads. An example system configured to practice this method can first identify a usage pattern of a user interacting with a message thread. Next, based on that usage pattern, the system can analyze messages in the message thread to identify a high-priority message. Then the system highlights the high-priority message when the system renders the message thread on a display. The messages can be email messages, text messages, instant messages, etc. The system can further associate the high-priority message with a repository, and grant a repository user, access to the high-priority message.

First claim

We claim:

1. A method comprising:
receiving, by a microprocessor, via a network, from a plurality communication terminals, a plurality of communications, wherein the plurality of communication comprise at least two different types of communications selected from communication types comprising: a text communication, an audio communication, and a video communication, and wherein the two different types of communications are separate communications from separate communication terminals;
identifying, by the microprocessor, that the plurality of communications from the plurality of communication terminals are logically related to each other as a plurality of messages of a message thread;
identifying, by a microprocessor, a usage pattern of a plurality of users on the plurality of communication terminals interacting with the plurality of messages in the message thread;
analyzing, by the microprocessor, the plurality of messages in the message thread to identify a high-priority message based on the usage pattern;
generating, by the microprocessor, an instruction to highlight the high-priority message when rendering the message thread on a display; and
sending, by the processor, the instruction to at least one of the plurality of communication terminals.

2. The method of claim 1 ,
wherein usage pattern comprises one of an amount of time spent by the plurality of users viewing each message or a number of times the message has been accessed by the plurality of users.

3. The method of claim 1 , wherein the usage pattern further comprises, for each message, an amount of time spent by one or more users accessing the message.

4. The method of claim 1 , wherein highlighting the high-priority message comprises changing a position of the high-priority message within the message thread relative to other messages in the plurality of messages.

5. The method of claim 1 , wherein highlighting the high-priority message comprises modifying a display attribute of a non-high-priority message in the plurality of messages when rendering the message thread on the display, the display attribute comprising one of a font, a size, a color, or a style.

6. The method of claim 1 , wherein highlighting the high-priority message comprises presenting the high-priority message in a collapsed view of the message thread.

7. The method of claim 1 , wherein analyzing the plurality of messages yields an analysis, the method further comprising:
receiving, by the microprocessor, input from a user, the input indicating a priority of an associated message in the plurality of messages; and
overriding, by the microprocessor, the analysis and identifying the associated message as the high-priority message.

8. The method of claim 1 , the method further comprising:
receiving, by the microprocessor, a command to toggle to a non-prioritized viewing mode; and
based on the command, rendering on the display the message thread without highlighting the high-priority message.

9. The method of claim 1 , further comprising:
associating, by the microprocessor, the high-priority message with a repository containing only high-priority messages; and
granting, by the microprocessor, a repository user, access to the high-priority message.

10. The method of claim 1 , wherein the usage pattern further comprises an amount of time a sender of the one of the plurality of messages spent drafting one of the plurality of messages.

11. The method of claim 1 , wherein the usage pattern is further based on how many times one of the plurality of messages was quoted in the plurality of messages and a quoted portion of the one of the plurality of messages.

12. The method of claim 1 , wherein the usage pattern is further based on access by a plurality of recipients of one of the plurality of messages, wherein a different weight is given for access by an intended message recipient versus an access by a Blind Carbon Copied (BCC) message recipient.

13. The method of claim 1 , wherein the usage pattern is further based on whether a sender or a recipient of one of the plurality of messages is a repeat loyal customer in a customer service center and wherein a message by the repeat loyal customer is given higher priority in the customer service center.

14. The method of claim 1 , wherein the usage pattern is further based on whether one of the plurality of messages comprises an attachment and wherein a priority score for the usage pattern is adjusted based on a type of extension of the attachment.

15. The method of claim 1 , wherein the usage pattern is further based on a type formatting of the message as it was originally composed.

16. The method of claim 1 , further comprising:
determining that a first message of the plurality of messages was accidentally sent without an attachment;
determining that a second message of the plurality of messages was sent with the attachment;
in response to the first message of the plurality of messages being accidently sent without the attachment and the second message of the plurality of messages being sent with the attachment giving a lower priority to the message sent without the attachment; and
sending an instruction to give the lower priority to the first message without the attachment to at the least one of the plurality of communication terminals.

17. A system comprising:
a microprocessor; and
a computer-readable storage device storing instructions which, when executed by the microprocessor, cause the microprocessor to perform operations comprising:
receiving, via a network, from a plurality communication terminals, a plurality of communications, wherein the plurality of communication comprise at least two different types of communications selected from communication types comprising: a text communication, an audio communication, and a video communication, and wherein the two different types of communications are separate communications from separate communication terminals;
identifying that the plurality of communications from the plurality of communication terminals are logically related to each other as a plurality of messages of a message thread;
identifying a usage pattern of a plurality of users on the plurality of communication terminals interacting with the plurality of messages in the message thread;
analyzing the plurality of messages in the message thread to identify a high-priority message based on the usage pattern;
generating an instruction to highlighting the high-priority message when rendering the message thread on a display; and
sending the instruction to at least one of the plurality of communication terminals.

18. The system of claim 17 , wherein highlighting the high-priority message further comprises changing a position of the high-priority message within the message thread relative to other messages in the plurality of messages.

19. The system of claim 17 , wherein highlighting the high-priority message further comprises modifying a display attribute of a non-high-priority message in the plurality of messages when rendering the message thread on the display, the display attribute comprising one of a size or color.

20. The system of claim 17 , wherein highlighting the high-priority message further comprises presenting the high-priority message in a collapsed view of the message thread.

Assignees

• Avaya Inc

Inventors

• Dhara Krishna Kishore
• Krishnaswamy Venkatesh
• Kant Rudra

Classifications

• H04L51/26

  Electricity · mapped topic

• H04L51/16

  Electricity · mapped topic

• G06N5/02 Primary

  Knowledge representation; Symbolic representation · CPC title

• H04L51/216

  Handling conversation history, e.g. grouping of messages in sessions or threads · CPC title

• H04L51/226

  Delivery according to priorities · CPC title