公开(公告)号：US20230064851A1

公开(公告)日：2023-03-02

申请号：US17410028

申请日：2021-08-24

Applicant: salesforce.com, inc.

Inventor： Gang SHU ,  Natasha Wu ,  Jong Lee

IPC: G06Q10/10 ,  H04L12/24 ,  G06Q30/02

Abstract: A method for aggregating and generating contact engagement data for contacts in a customer relationship management (CRM) system includes receiving a plurality of communications via a plurality of communication channels, extracting message objects from each communication, the message objects including a sender address, a recipient address, a message body, and a corresponding communication channel for each communication. A contact based on at least one of the message objects for each communication is identified. A subset of the message objects corresponding to communications associated with the contact among the plurality of communications is aggregated to obtain aggregated message data. A visual representation of the aggregated message data is generated for display, the visual representation comprising a temporal distribution of the subset of the message objects corresponding to the communications associated with the contact and the corresponding communication channels for each of the communications associated with the contact.