Multi-channel engagement platform converter
Conversion of communications from a first device over a firsts communication channel to a second communication channel that is utilized by a second communication device such that an enterprise employee can interface with and communication with a customer using the customer's preferred channel or application for communication.
1. A system to enable cross-platform integration comprising:
a first server including a processing unit and memory and providing a multi-channel communications platform;
a second server including a processing unit and memory and providing a gateway that interfaces a first communication element using a first communication channel to the multi-channel communications platform on the first server;
a plurality of application program interfaces (APIs), each of the APIs configured to communicatively interface the multi-channel communications platform to a particular communication channel;
the gateway, comprising software instructions stored on the server that when executed by the second server are configured to perform operations of:
receiving a communication from the first communication element over the first communication channel, the communication including a destination address of a second communication element;
using the destination address of the second communication element and an identity of the first communication element and the first communication channel as search elements, access a data source to identify the second communication channel utilized by the second communication element; and
forward the communication from the first communication element to the multi-channel communications platform along with the identification of the second communication channel and the destination address of the second communications element;
the multi-channel communication platform, comprising software instructions stored on the server that when executed by the server are configured to operate by:
receiving the forwarded communication from the gateway;
selecting an API from the plurality of APIs that is compatible with the second communication channel; and
sending the forwarded communication through the selected API to the second communication channel of the second communication element.
2. The system of claim 1 , wherein the gateway is further operative to receive a communication from the second communication element identifying the destination address of the second communication element and the preferred second communication channel of the second communication element.
3. The system of claim 2 , wherein the second communication element includes a WHATSAPP application and the selected API is a WHATSAPP API that utilizes webhooks to post communications received to WHATSAPP docker containers for communicating with a WHATSAPP server that delivers communications to the WHATSAPP application on the second communication element.
4. The system of claim 2 , wherein the second communication element includes a WECHAT application and the selected API is a WECHAT API that utilizes webhooks to post communications received to a WECHAT server that delivers communications to the WECHAT application on the second communication element.
5. The system of claim 2 , wherein the first communication element is a multi-line enabled smart phone and the destination address is a reserved second line number and further, the gateway is configured to recognize the reserved second line number as identifying the second communication channel of the second communication element.
6. The system of claim 1 , wherein the second communication element includes a WHATSAPP application and the selected API is a WHATSAPP API that utilizes webhooks to post communications received to WHATSAPP docker containers for communicating with a WHATSAPP server that delivers communications to the WHATSAPP application on the second communication element.
7. The system of claim 1 , wherein the second communication element includes a WECHAT application and the selected API is a WECHAT API that utilizes webhooks to post communications received to a WECHAT server that delivers communications to the WECHAT application on the second communication element.
8. The system of claim 1 , wherein the first communication element is a multi-line enabled smart phone and the destination address is a reserved second line number and further, the gateway is configured to recognize the reserved second line number as identifying the second communication channel of the second communication element.
9. The system of claim 1 , wherein the first communication element is a multi-line service enabled internet of things (IOT) device.
10. The system of claim 1 , wherein the first communication element is a multi-line service enable customer relationship management (CRM) system.
11. A method to enable cross-platform integration between a first communication element utilizing a first communication channel and a second communication element utilizing a second communication channel, the method comprising actions of:
a gateway receiving a communication from the first communication element over the first communication channel, the communication including a destination address of the second communication element;
the gateway identifying the second communication channel utilized by the second communication element based at least in part on the destination address of the second communication element; and
the gateway forwarding the communication from the first communication element to a multi-channel communications platform along with the identification of the second communication channel and the destination address of the second communication element;
the multi-channel communication platform, receiving the forwarded communication from the gateway;
the multi-channel communications platform selecting an API from a plurality of APIs that is compatible with the second communication channel; and
the multi-channel communications platform sending the communication through the selected API to the second communication channel of the second communication element.
12. The method of claim 11 , further comprising the action of the gateway receiving a communication from the second communication element identifying the destination address of the second communication element and the preferred second communication channel of the second communication element.
13. The method of claim 12 , wherein the second communication element includes a WHATSAPP application and the selected API is a WHATSAPP API, and further the multi-channel communications platform sends the communication by utilizing webhooks to post communications received to WHATSAPP docker containers for communicating with a WHATSAPP server that delivers communications to the WHATSAPP application on the second communication element.
14. The method of claim 12 , wherein the second communication element includes a WECHAT application and the selected API is a WECHAT API, and further the multi-channel communications platform sends the communication by utilizing webhooks to post communications received to a WECHAT server that delivers communications to the WECHAT application on the second communication element.
15. The method of claim 12 , wherein the first communication element is a multi-line enabled smart phone and the destination address is a reserved second line number and further, the gateway recognizes the reserved second line number as identifying the second communication channel of the second communication element.
16. The method of claim 11 , wherein the second communication element includes a WHATSAPP application and the selected API is a WHATSAPP API, and further the multi-channel communications platform sends the communication by utilizing webhooks to post communications received to WHATSAPP docker containers for communicating with a WHATSAPP server that delivers communications to the WHATSAPP application on the second communication element.
17. The method of claim 11 , wherein the second communication element includes a WECHAT application and the selected API is a WECHAT API, and further the multi-channel communications platform sends the communication by utilizing webhooks to post communications received to a WECHAT server that delivers communications to the WECHAT application on the second communication element.
18. The method of claim 11 , wherein the first communication element is a multi-line enabled smart phone and the destination address is a reserved second line number and further, the gateway recognizes the reserved second line number as identifying the second communication channel of the second communication element.
19. The method of claim 11 , wherein the first communication element is a multi-line service enabled internet of things (IOT) device and further, the gateway recognizes the call from a multi-line number.
20. The method of claim 11 , wherein the first communication element is a multi-line service enable customer relationship management (CRM) system and further, the gateway recognizes the call from a multi-line number.