Context-aware redirection from telephony environment to messaging environment
A redirection and messaging system receives telephony information identifying a caller and call context from a telephony system. The system selects one of a plurality of messaging operators based on the call context, optionally sends an introductory message to the caller via a messaging service, and generates a message interface for the selected message operator. The message interface includes the caller and call context and any messages sent between the caller and the selected message operator, with an input interface allowing the selected message operator to input and send messages to the caller.
1. A computer-implemented method of context-aware caller redirection, the computer-implemented method comprising:
receiving telephony information including call context information provided by a caller device during a telephone call between the caller device and a telephony system;
identifying a plurality of messaging operators based at least in part on the call context information;
making a determination that the caller device is configured with at least one messaging service corresponding to at least one messaging operator of the plurality of messaging operators; and
facilitating a messaging connection between the caller device and the at least one messaging operator via the at least one messaging service based on the determination, wherein facilitating the messaging connection includes automatically conveying one or more messages between the caller device and the at least one messaging service.
2. The computer-implemented method of claim 1 , wherein the determination includes identifying that the caller device is further configured with a plurality of other messaging services, and the computer-implemented method further includes selecting the at least one messaging service for facilitating the messaging connection based at least in part on preferred settings configured for the at least one messaging service.
3. The computer-implemented method of claim 1 , wherein the determination includes identifying that the caller device is further configured with a plurality of other messaging services, and the computer-implemented method further includes selecting the at least one messaging service for facilitating the messaging connection based at least in part on a frequency of use of the at least one messaging service.
4. The computer-implemented method of claim 1 , wherein the determination includes identifying that the caller device is further configured with a plurality of other messaging services, and the computer-implemented method further includes selecting the at least one messaging service for facilitating the messaging connection based at least in part on a predetermined selection of the at least one messaging service as a preferred messaging service on the caller device.
5. The computer-implemented method of claim 1 , wherein the determination includes identifying that the caller device is further configured with a plurality of other messaging services, and the computer-implemented method further includes selecting the at least one messaging service for facilitating the messaging connection based at least in part on determining that the at least one messaging service is a default messaging service for the caller device.
6. The computer-implemented method of claim 1 , wherein the determination includes identifying that the caller device is further configured with a plurality of other messaging services, and the computer-implemented method further includes selecting the at least one messaging service for facilitating the messaging connection based at least in part on receiving a user selection of the at least one messaging service instead of any of the plurality of other messaging services.
7. The computer-implemented method of claim 1 , wherein the determination includes identifying that the caller device is further configured with a plurality of other messaging services, and the computer-implemented method further includes selecting the at least one messaging service for facilitating the messaging connection based at least in part on determining a capability of the at least one messaging service.
8. The computer-implemented method of claim 1 , wherein the determination includes identifying that the caller device is further configured with a plurality of other messaging services, and the computer-implemented method further includes selecting the at least one messaging service for facilitating the messaging connection based at least in part on historical interactions between of the caller device with the at least one messaging service.
9. The computer-implemented method of claim 1 , wherein the determination includes identifying that the caller device is further configured with a plurality of other messaging services, and the computer-implemented method further includes selecting the at least one messaging service for facilitating the messaging connection based at least in part on a preference of the telephony system for the at least one messaging service over the plurality of other messaging services.
10. The computer-implemented method of claim 1 , wherein the determination includes identifying that the caller device is further configured with a plurality of other messaging services, and the computer-implemented method further includes transmitting a request for response to the caller device for the at least one messaging service and the plurality of other messaging services to determine if responses are received from the at least one messaging service and the plurality of other messaging services.
11. A non-transitory machine-readable storage medium, including instructions embodied thereon, the instructions executable by one or more processors to perform operations including:
receiving telephony information including call context information provided by a caller device during a telephone call between the caller device and a telephony system;
identifying a plurality of messaging operators based at least in part on the call context information;
making a determination that the caller device is configured with at least one messaging service corresponding to at least one messaging operator of the plurality of messaging operators; and
facilitating a messaging connection between the caller device and the at least one messaging operator via the at least one messaging service based on the determination, wherein facilitating the messaging connection includes automatically conveying one or more messages between the caller device and the at least one messaging service.
12. The non-transitory machine-readable storage medium of claim 11 , wherein the determination includes identifying that the caller device is further configured with a plurality of other messaging services, and the operations performed by the one or more processors further include selecting the at least one messaging service for facilitating the messaging connection based at least in part on preferred settings configured for the at least one messaging service.
13. The non-transitory machine-readable storage medium of claim 11 , wherein the determination includes identifying that the caller device is further configured with a plurality of other messaging services, and the operations performed by the one or more processors further include selecting the at least one messaging service for facilitating the messaging connection based at least in part on a frequency of use of the at least one messaging service.
14. The non-transitory machine-readable storage medium of claim 11 , wherein the determination includes identifying that the caller device is further configured with a plurality of other messaging services, and the operations performed by the one or more processors further include selecting the at least one messaging service for facilitating the messaging connection based at least in part on a predetermined selection of the at least one messaging service as a preferred messaging service on the caller device.
15. The non-transitory machine-readable storage medium of claim 11 , wherein the determination includes identifying that the caller device is further configured with a plurality of other messaging services, and the operations performed by the one or more processors further include selecting the at least one messaging service for facilitating the messaging connection based at least in part on determining that the at least one messaging service is a default messaging service for the caller device.
16. The non-transitory machine-readable storage medium of claim 11 , wherein the determination includes identifying that the caller device is further configured with a plurality of other messaging services, and the operations performed by the one or more processors further include selecting the at least one messaging service for facilitating the messaging connection based at least in part on receiving a user selection of the at least one messaging service instead of any of the plurality of other messaging services.
17. The non-transitory machine-readable storage medium of claim 11 , wherein the determination includes identifying that the caller device is further configured with a plurality of other messaging services, and the operations performed by the one or more processors further include selecting the at least one messaging service for facilitating the messaging connection based at least in part on determining a capability of the at least one messaging service.
18. The non-transitory machine-readable storage medium of claim 11 , wherein the determination includes identifying that the caller device is further configured with a plurality of other messaging services, and the operations performed by the one or more processors further include selecting the at least one messaging service for facilitating the messaging connection based at least in part on historical interactions between of the caller device with the at least one messaging service.
19. The non-transitory machine-readable storage medium of claim 11 , wherein the determination includes identifying that the caller device is further configured with a plurality of other messaging services, and the operations performed by the one or more processors further include selecting the at least one messaging service for facilitating the messaging connection based at least in part on a preference of the telephony system for the at least one messaging service over the plurality of other messaging services.
20. The non-transitory machine-readable storage medium of claim 11 , wherein the determination includes identifying that the caller device is further configured with a plurality of other messaging services, and the operations performed by the one or more processors further include transmitting a request for response to the caller device for the at least one messaging service and the plurality of other messaging services to determine if responses are received from the at least one messaging service and the plurality of other messaging services.
21. A system comprising:
one or more processors; and
one or more non-transitory machine-readable storage media containing instructions that, when executed on the one or more processors, cause the one or more processors to perform operations including:
receiving telephony information including call context information provided by a caller device during a telephone call between the caller device and a telephony system;
identifying a plurality of messaging operators based at least in part on the call context information;
making a determination that the caller device is configured with at least one messaging service corresponding to at least one messaging operator of the plurality of messaging operators; and
facilitating a messaging connection between the caller device and the at least one messaging operator via the at least one messaging service based on the determination, wherein facilitating the messaging connection includes automatically conveying one or more messages between the caller device and the at least one messaging service.
22. The system of claim 21 , wherein the determination includes identifying that the caller device is further configured with a plurality of other messaging services, and the operations performed by the one or more processors further include selecting the at least one messaging service for facilitating the messaging connection based at least in part on preferred settings configured for the at least one messaging service.
23. The system of claim 21 , wherein the determination includes identifying that the caller device is further configured with a plurality of other messaging services, and the operations performed by the one or more processors further include selecting the at least one messaging service for facilitating the messaging connection based at least in part on a frequency of use of the at least one messaging service.
24. The system of claim 21 , wherein the determination includes identifying that the caller device is further configured with a plurality of other messaging services, and the operations performed by the one or more processors further include selecting the at least one messaging service for facilitating the messaging connection based at least in part on a predetermined selection of the at least one messaging service as a preferred messaging service on the caller device.
25. The system of claim 21 , wherein the determination includes identifying that the caller device is further configured with a plurality of other messaging services, and the operations performed by the one or more processors further include selecting the at least one messaging service for facilitating the messaging connection based at least in part on determining that the at least one messaging service is a default messaging service for the caller device.
26. The system of claim 21 , wherein the determination includes identifying that the caller device is further configured with a plurality of other messaging services, and the operations performed by the one or more processors further include selecting the at least one messaging service for facilitating the messaging connection based at least in part on receiving a user selection of the at least one messaging service instead of any of the plurality of other messaging services.
27. The system of claim 21 , wherein the determination includes identifying that the caller device is further configured with a plurality of other messaging services, and the operations performed by the one or more processors further include selecting the at least one messaging service for facilitating the messaging connection based at least in part on determining a capability of the at least one messaging service.
28. The system of claim 21 , wherein the determination includes identifying that the caller device is further configured with a plurality of other messaging services, and the operations performed by the one or more processors further include selecting the at least one messaging service for facilitating the messaging connection based at least in part on historical interactions between of the caller device with the at least one messaging service.
29. The system of claim 21 , wherein the determination includes identifying that the caller device is further configured with a plurality of other messaging services, and the operations performed by the one or more processors further include selecting the at least one messaging service for facilitating the messaging connection based at least in part on a preference of the telephony system for the at least one messaging service over the plurality of other messaging services.
30. The system of claim 21 , wherein the determination includes identifying that the caller device is further configured with a plurality of other messaging services, and the operations performed by the one or more processors further include transmitting a request for response to the caller device for the at least one messaging service and the plurality of other messaging services to determine if responses are received from the at least one messaging service and the plurality of other messaging services.