System and method for performing follow up based on user interactions
A system and method for follow up management comprising determining if a user has a repository record, extracting information from the repository record associated with the user, and acting on information stored in the repository record. The method may be practiced on a system for managing online interaction comprising a business rules engine a follow up repository, and a follow up engine.
1. A computer-implemented method, comprising:
monitoring, on a computing device, activities during a communication session;
determining a follow-up action to perform based on a monitored activity;
determining when to perform the follow-up action based on the monitored activity, wherein the follow-up action is to be performed at a future trigger date;
storing information in a repository, wherein the information indicates the follow-up action and when to perform the follow-up action, and wherein the information stored in the repository is different from information stored in a file indicating whether a repository exists;
detecting the future trigger date;
retrieving the information stored in the repository when the future trigger date is detected;
determining the follow-up action to perform from the information stored in the repository; and
performing the follow-up action.
2. The method of claim 1 , wherein the information stored in the repository includes a history associated with a user associated with the monitored activity.
3. The method of claim 1 , wherein the follow-up action includes at least one or more of opening a communication channel, opening an engagement channel, or presenting an option to communicate using a communication channel.
4. The method of claim 1 , wherein the monitored activity includes a request to chat.
5. The method of claim 4 , wherein the follow-up action includes at least one or more of providing a chat to a user or providing an option to chat to the user.
6. The method of claim 1 , wherein the future trigger date includes a next communication session by a user associated with the monitored activity.
7. The method of claim 1 , wherein the future trigger date includes a determined future date.
8. The method of claim 1 , further comprising:
determining an expiration date for the information stored in the repository; and
storing the expiration date.
9. The system of claim 1 , further comprising:
determining an expiration date for the information stored in the repository; and
storing the expiration date.
10. A system, comprising:
a processor; and
a non-transitory computer-readable storage medium containing instructions configured to cause the processor to perform operations including:
monitoring, on a computing device, activities during a communication session;
determining a follow-up action to perform based on a monitored activity;
determining when to perform the follow-up action based on the monitored activity, wherein the follow-up action is to be performed at a future trigger date;
storing information in a repository, wherein the information indicates the follow-up action and when to perform the follow-up action, and wherein the information stored in the repository is different from information stored in a file indicating whether a repository exists;
detecting the future trigger date;
retrieving the information stored in the repository when the future trigger date is detected;
determining the follow-up action to perform from the information stored in the repository; and
performing the follow-up action.
11. The system of claim 10 , wherein the information stored in the repository includes a history associated with a user associated with the monitored activity.
12. The system of claim 10 , wherein the follow-up action includes at least one or more of opening a communication channel, opening an engagement channel, or presenting an option to communicate using a communication channel.
13. The system of claim 10 , wherein the monitored activity includes a request to chat.
14. The system of claim 13 , wherein the follow-up action includes at least one or more of providing a chat to a user or providing an option to chat to the user.
15. The system of claim 10 , wherein the future trigger date includes a next communication session by a user associated with the monitored activity.
16. The system of claim 10 , wherein the future trigger date includes a determined future date.
17. A computer-program product, tangibly embodied in a non-transitory machine-readable medium, including instructions configured to cause a data processing apparatus to:
monitoring, on a computing device, activities during a communication session;
determining a follow-up action to perform based on a monitored activity;
determining when to perform the follow-up action based on the monitored activity, wherein the follow-up action is to be performed at a future trigger date;
storing information in a repository, wherein the information indicates the follow-up action and when to perform the follow-up action, and wherein the information stored in the repository is different from information stored in a file indicating whether a repository exists;
detecting the future trigger date;
retrieving the information stored in the repository when the future trigger date is detected;
determining the follow-up action to perform from the information stored in the repository; and
performing the follow-up action.
18. The computer-program product of claim 17 , wherein the monitored activity includes a request to chat.
19. The computer-program product of claim 18 , wherein the follow-up action includes at least one or more of providing a chat to a user or providing an option to chat to the user.
20. The computer-program product of claim 17 , wherein the future trigger date includes a next communication session by a user associated with the monitored activity or a determined future date.