System and method for unified multi-channel messaging with block-based datastore
Aspects of the present disclosure involve systems, methods, devices, and the like for communicating with a unified messaging center using multi-channel messaging with block-based datastore. In one embodiment, a system is introduced that can provide a unified experience and capability for messaging with one or more entities across platforms. The messaging capability includes the ability to provide user interaction using a single architecture with data store in a centralized form. In one embodiment, the data store includes the use of blockchain technology wherein each interaction with the user and across platforms is recorded and stored on a cryptographed block.
1. A method comprising:
determining that a communication exchange has arrived at a unified messaging system;
determining the communication exchange is related to a communication request received by the unified messaging system;
identifying a messaging platform through which the communication exchange was sent, wherein the messaging platform is one of a plurality of messaging platforms associated with the unified messaging system including an email platform, a text messaging platform, a bot chat platform, and a social media platform, and wherein each messaging platform of the plurality of messaging platforms has a corresponding sidechain;
identifying a sidechain corresponding to the identified messaging platform;
generating a cryptographic block associated with the communication exchange;
adding the cryptographic block to the identified sidechain, wherein the identified sidechain is associated with a main blockchain corresponding to the communication request;
detecting that a user that sent the communication exchange has transitioned from the identified messaging platform to a different messaging platform than the identified messaging platform; and
causing a message responsive to the communication exchange to be forwarded to the user via the different messaging platform, wherein the message is stored in a different sidechain corresponding the different messaging platform.
2. The method of claim 1 , further comprising:
routing the communication exchange to a response agent based in part on content of the communication exchange.
3. The method of claim 1 , further comprising:
evaluating the communication exchange for policy violations; and
removing the cryptographic block if a violation is encountered.
4. The method of claim 2 , wherein the routing occurs on a mid-tier zone of the unified messaging system.
5. The method of claim 4 , wherein the mid-tier zone queues the communication exchange to the response agent.
6. The method of claim 1 , wherein the messaging platform is the bot chat platform, and wherein the different messaging platform is the email platform.
7. A non-transitory machine readable medium having stored thereon machine readable instructions executable to cause a machine to perform operations comprising:
determining that a communication exchange has arrived at a unified messaging system;
determining the communication exchange is related to a communication request received by the unified messaging system;
identifying a messaging platform through which the communication exchange was sent, wherein the messaging platform is one of a plurality of messaging platforms associated with the unified messaging system including an email platform, a text messaging platform, a bot chat platform, and a social media platform, and wherein each messaging platform of the plurality of messaging platforms has a corresponding sidechain;
identifying a sidechain corresponding to the identified messaging platform;
generating a cryptographic block associated with the communication exchange;
adding the cryptographic block to the identified sidechain, wherein the identified sidechain is associated with a main blockchain corresponding to the communication request;
detecting that a user that sent the communication exchange has transitioned from the identified messaging platform to a different messaging platform than the identified messaging platform; and
causing a message responsive to the communication exchange to be forwarded to the user via the different messaging platform, wherein the message is stored in a different sidechain corresponding to the different messaging platform.
8. The non-transitory medium of claim 7 , further comprising:
routing the communication exchange to a response agent based in part on content of the communication exchange.
9. The non-transitory medium of claim 7 , further comprising:
evaluating the communication exchange for policy violations; and
removing the cryptographic block if a violation is encountered.
10. The non-transitory medium of claim 7 , wherein the routing occurs on a mid-tier zone of the unified messaging system.
11. The non-transitory medium of claim 10 , wherein the mid-tier zone queues the communication exchange to a response agent.
12. The non-transitory machine readable medium of claim 7 , wherein the messaging platform is the bot chat platform, and wherein the different messaging platform is the text messaging platform.
13. A unified messaging system comprising:
a non-transitory memory storing instructions; and
one or more hardware processors coupled to the non-transitory memory and configured to read the instructions to cause the unified messaging system to perform operations comprising:
determining that a communication exchange has arrived at the unified messaging system;
determining the communication exchange is related to a communication request received by the unified messaging system;
identifying a messaging platform through which the communication exchange was sent, wherein the messaging platform is one of a plurality of messaging platforms associated with the unified messaging system including an email platform, a text messaging platform, a bot chat platform, and a social media platform, and wherein each messaging platform of the plurality of messaging platforms has a corresponding sidechain;
identifying a sidechain corresponding to the identified messaging platform;
generating a cryptographic block associated with the communication exchange;
adding the cryptographic block to the identified sidechain, wherein the identified sidechain is associated with a main blockchain corresponding to the communication request;
detecting that a user that sent the communication exchange has transitioned from the identified messaging platform to a different messaging platform than the identified messaging platform; and
causing a message responsive to the communication exchange to be forwarded to the user via the different messaging platform, wherein the message is stored in a different sidechain corresponding to the different messaging platform.
14. The unified messaging system of claim 13 , wherein the operations further comprise:
routing the communication exchange to a response agent based in part on a content of the communication exchange.
15. The unified messaging system of claim 13 , wherein the operations further comprise:
evaluating the communication exchange for policy violations;
determining there is a policy violation in the communication exchange; and
removing the cryptographic block.
16. The unified messaging system of claim 13 , further comprising a mid-tier zone.
17. The unified messaging system of claim 16 , wherein the routing occurs on the mid-tier zone.
18. The unified messaging system of claim 16 , wherein the operations further comprise queuing the communication exchange to a response agent using the mid-tier zone based in part on a content of the communication exchange.
19. The unified messaging system of claim 13 , wherein the operations further comprise determining a next available platform to forward the message to the user.
20. The unified messaging system of claim 19 , wherein the next available platform is the different messaging platform.