Authentication of service requests using a communications initiation feature
Described are computer-based methods and apparatuses, including computer program products, for facilitating communications initiated through a social networking account. A detected message communicated using a social networking account can be determined to satisfy a response criteria. Code for displaying a communications initiation feature on a customer communications apparatus associated with the social networking account can be transmitted. Selection information representing a selection of the communications initiation feature can be received and can include a parameter associated with the selection and origin information. The selection information can be validated by determining that the selection is associated with the social networking account and by comparing the parameter with a stored credential associated with the communications initiation feature. When the selection is validated, the communications can be facilitated.
1. A computer-implemented method comprising:
transmitting a link by a server to a device associated with a remote user, wherein the link causes transmission of a service request to the server when actuated, and wherein the service request is a request for an interaction between the server and the device;
receiving request data representative of the service request and user data representative of the remote user, wherein the request data identifies the service request and defines availability of the interaction, and wherein the user data identifies the remote user;
accessing pre-defined criteria associated with the service request;
comparing the pre-defined criteria to the request data and the user data;
authenticating the service request when the pre-defined criteria are satisfied by the request data and the user data; and
fulfilling the service request, wherein fulfillment of the service request includes facilitating the interaction between the server and the device.
2. The computer-implemented method of claim 1 , further comprising:
detecting termination of the interaction between the server and the device;
transmitting a new link, wherein the new link causes subsequent transmission of the service request to the server when actuated;
receiving the request data and the user data;
comparing the pre-defined criteria to the request data and the user data;
authenticating the service request when the pre-defined criteria are satisfied by the request data and the user data; and
fulfilling the service request, wherein fulfillment of the service request includes facilitating a new interaction between the server and the device.
3. The computer-implemented method of claim 1 , wherein the interaction occurs via social media.
4. The computer-implemented method of claim 1 , wherein the pre-defined criteria define when the service request can be invoked.
5. The computer-implemented method of claim 1 , wherein the pre-defined criteria define who can invoke the service request.
6. The computer-implemented method of claim 1 , wherein the user data includes social media data.
7. The computer-implemented method of claim 1 , wherein the interaction is an online chat between an agent associated with the server and the remote user associated with the device.
8. A system comprising:
a processor; and
a storage medium containing instructions which, when executed on the processor, causes the processor to perform operations including:
transmitting a link by a server to a device associated with a remote user, wherein the link causes transmission of a service request to the server when actuated, and wherein the service request is a request for an interaction between the server and the device;
receiving request data representative of the service request and user data representative of the remote user, wherein the request data identifies the service request and defines availability of the interaction, and wherein the user data identifies the remote user;
accessing pre-defined criteria associated with the service request;
comparing the pre-defined criteria to the request data and the user data;
authenticating the service request when the pre-defined criteria are satisfied by the request data and the user data; and
fulfilling the service request, wherein fulfillment of the service request includes facilitating the interaction between the server and the device.
9. The system of claim 8 , wherein the operations further include:
detecting termination of the interaction between the server and the device;
transmitting a new link, wherein the new link causes subsequent transmission of the service request to the server when actuated;
receiving the request data and the user data;
comparing the pre-defined criteria to the request data and the user data;
authenticating the service request when the pre-defined criteria are satisfied by the request data and the user data; and
fulfilling the service request, wherein fulfillment of the service request includes facilitating a new interaction between the server and the device.
10. The system of claim 8 , wherein the interaction occurs via social media.
11. The system of claim 8 , wherein the pre-defined criteria define when the service request can be invoked.
12. The system of claim 8 , wherein the pre-defined criteria define who can invoke the service request.
13. The system of claim 8 , wherein the user data includes social media data.
14. The system of claim 8 , wherein the interaction is an online chat between an agent associated with the server and the remote user associated with the device.
15. A computer-program product tangibly embodied in a non-transitory machine-readable storage medium having instructions stored thereon, the instructions operable to cause a processing apparatus to perform operations including:
transmitting a link by a server to a device associated with a remote user, wherein the link causes transmission of a service request to the server when actuated, and wherein the service request is a request for an interaction between the server and the device;
receiving request data representative of the service request and user data representative of the remote user, wherein the request data identifies the service request and defines availability of the interaction, and wherein the user data identifies the remote user;
accessing pre-defined criteria associated with the service request;
comparing the pre-defined criteria to the request data and the user data;
authenticating the service request when the pre-defined criteria are satisfied by the request data and the user data; and
fulfilling the service request, wherein fulfillment of the service request includes facilitating the interaction between the server and the device.
16. The computer-program product of claim 15 , wherein the operations further include:
detecting termination of the interaction between the server and the device;
transmitting a new link, wherein the new link causes subsequent transmission of the service request to the server when actuated;
receiving the request data and the user data;
comparing the pre-defined criteria to the request data and the user data;
authenticating the service request when the pre-defined criteria are satisfied by the request data and the user data; and
fulfilling the service request, wherein fulfillment of the service request includes facilitating a new interaction between the server and the device.
17. The computer-program product of claim 15 , wherein the interaction occurs via social media.
18. The computer-program product of claim 15 , wherein the pre-defined criteria define when the service request can be invoked.
19. The computer-program product of claim 15 , wherein the pre-defined criteria define who can invoke the service request.
20. The computer-program product of claim 15 , wherein the user data includes social media data.