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:
detecting that a connection corresponding to an interaction associated with a service request has been dropped, wherein the connection is between a device associated with a remote user and a server associated with an agent;
generating a link, wherein the link is associated with a set of criteria that defines when the link can be invoked in order to allow the user to be returned back to the same agent;
transmitting the link, wherein when the link is actuated by the device associated with the remote user, a determination is made as to whether the set of criteria is fulfilled;
receiving input corresponding to actuation of the link;
determining whether the set of criteria is fulfilled, wherein when the set of criteria is fulfilled, the connection between the device associated with the remote user and the server associated with the same agent can be resumed;
determining that the same agent is still connected to the server; and
facilitating resumption of the connection corresponding to the interaction associated with the service request, wherein the resumption is facilitated when the same agent is still connected to the server and as a result of the set of criteria having been fulfilled, and wherein the connection is resumed between the device associated with the remote user and the server associated with the same agent.
2. The computer-implemented method of claim 1 , wherein the set of criteria defines a limitation on a number of times the link can be actuated prior to automatic expiration of the link.
3. The computer-implemented method of claim 1 , wherein facilitating the resumption of the connection includes establishing an online chat session between the device associated with the remote user and the server associated with the same agent.
4. The computer-implemented method of claim 1 , wherein the link is transmitted to the device associated with the remote user via a short message service (SMS) message.
5. The method of claim 1 , wherein the set of criteria defines a time range during which the link can be invoked, and wherein the set of criteria is fulfilled as a result of the link having been actuated at a time within the time range.
6. The method of claim 1 , wherein the set of criteria defines a time, and wherein the set of criteria is fulfilled as a result of the link having been actuated prior to the time.
7. The method of claim 1 , wherein the set of criteria defines social networking data associated with the remote user, and wherein the set of criteria is fulfilled in response to the remote user being validated based on the social networking data.
8. A system, comprising:
one or more processors; and
memory storing thereon instructions that, as a result of being executed by the one or more processors, cause the system to:
detect that a connection corresponding to an interaction associated with a service request has been dropped, wherein the connection is between a device associated with a remote user and a server associated with an agent;
generate a link, wherein the link is associated with a set of criteria that defines when the link can be invoked in order to allow the user to be returned back to the same agent;
transmit the link, wherein when the link is actuated by the device associated with the remote user, a determination is made as to whether the set of criteria is fulfilled;
receiving input corresponding to actuation of the link;
determine whether the set of criteria is fulfilled, wherein when the set of criteria is fulfilled, the connection between the device associated with the remote user and the server associated with the same agent can be resumed;
determine that the same agent is still connected to the server; and
facilitate resumption of the connection corresponding to the interaction associated with the service request, wherein the resumption is facilitated when the same agent is still connected to the server and as a result of the set of criteria having been fulfilled, and wherein the connection is resumed between the device associated with the remote user and the server associated with the same agent.
9. The system of claim 8 , wherein the set of criteria defines a limitation on a number of times the link can be actuated prior to automatic expiration of the link.
10. The system of claim 8 , wherein the instructions that cause the system to facilitate the resumption of the connection further cause the system to establish an online chat session between the device associated with the remote user and the server associated with the same agent.
11. The system of claim 8 , wherein the link is transmitted to the device associated with the remote user via a short message service (SMS) message.
12. The system of claim 8 , wherein the set of criteria defines a time range during which the link can be invoked, and wherein the set of criteria is fulfilled as a result of the link having been actuated at a time within the time range.
13. The system of claim 8 , wherein the set of criteria defines a time, and wherein the set of criteria is fulfilled as a result of the link having been actuated prior to the time.
14. The system of claim 8 , wherein the set of criteria defines social networking data associated with the remote user, and wherein the set of criteria is fulfilled in response to the remote user being validated based on the social networking data.
15. A non-transitory, computer-readable storage medium storing thereon executable instructions that, as a result of being executed by one or more processors of a computer system, cause the computer system to:
detect that a connection corresponding to an interaction associated with a service request has been dropped, wherein the connection is between a device associated with a remote user and a server associated with an agent;
generate a link, wherein the link is associated with a set of criteria that defines when the link can be invoked in order to allow the user to be returned back to the same agent;
transmit the link, wherein when the link is actuated by the device associated with the remote user, a determination is made as to whether the set of criteria is fulfilled;
receive input corresponding to actuation of the link;
determine whether the set of criteria is fulfilled, wherein when the set of criteria is fulfilled, the connection between the device associated with the remote user and the server associated with the same agent can be resumed;
determine that the same agent is still connected to the server; and
facilitating resumption of the connection corresponding to the interaction associated with the service request, wherein the resumption is facilitated when the same agent is still connected to the server and as a result of the set of criteria having been fulfilled, and wherein the connection is resumed between the device associated with the remote user and the server associated with the same agent.
16. The non-transitory, computer-readable storage medium of claim 15 , wherein the set of criteria defines a limitation on a number of times the link can be actuated prior to automatic expiration of the link.
17. The non-transitory, computer-readable storage medium of claim 15 , wherein the link is transmitted to the device associated with the remote user via a short message service (SMS) message.
18. The non-transitory, computer-readable storage medium of claim 15 , wherein the executable instructions that cause the computer system to facilitate the resumption of the connection further cause the computer system to establish an online chat session between the device associated with the remote user and the server associated with the same agent.
19. The non-transitory, computer-readable storage medium of claim 15 , wherein the set of criteria defines a time range during which the link can be invoked, and wherein the set of criteria is fulfilled as a result of the link having been actuated at a time within the time range.
20. The non-transitory, computer-readable storage medium of claim 15 , wherein the set of criteria defines a time, and wherein the set of criteria is fulfilled as a result of the link having been actuated prior to the time.
21. The non-transitory, computer-readable storage medium of claim 15 , wherein the set of criteria defines social networking data associated with the remote user, and wherein the set of criteria is fulfilled in response to the remote user being validated based on the social networking data.