公开(公告)号：US10757259B1

公开(公告)日：2020-08-25

申请号：US15986488

申请日：2018-05-22

Applicant: Facebook, Inc.

Inventor： Li Hua ,  Amit Kumar Dutta ,  Vivek Garg ,  Joel Alexander Sharin

IPC: H04M3/51 ,  H04M3/523 ,  H04L12/58 ,  H04L29/08 ,  H04M3/42 ,  G06F40/205

Abstract: A business interfaces with a messaging server to establish routing rules that associate particular types of requests from users of clients with specific roles of agents in an agent pool. A user of a client engages in a canonical messaging thread with the business server via the messaging server. The messaging server receives a call request from the client. The messaging server uses the routing rules to identify the agent role to serve the user's request. The messaging server may exchange routing messages with the user in the canonical thread. The messaging server selects an agent from the agent pool to service the user's call-based communication request based on the profiles of the agents and the identified agent role. The messaging server establishes a call between the user and the selected agent. The agent and user may exchange messages on the canonical thread between the user and the business.