System and method of managing channel agnostic messages in a multi-client customer platform
Techniques are provided for implementing omnichannel messaging. A set of application programming interfaces are utilized to create a set of channels connected to services of a customer platform. A channel is defined to specify how the channel is to interact with a service of the customer platform. Flows are formatted and defined for sending and receiving messages across the set of channels based upon native messaging experiences provided by the services of the customer platform. Flows are formatted and defined for viewing and interacting with the messages based upon a set of contexts for viewing and interacting with the messages through the services. The flows are executed for processing messages.
1. A method comprising:
utilizing an application programming interface to create a channel connected to a service of a customer platform, wherein the channel is defined to specify how the channel is to interact with the service;
integrating a channel framework with the customer platform, wherein the channel framework is defined with levels including a first level for building and connecting to channels, a second level for constructing functions of channels in a workspace, and a third level for enabling workspace features within the channel framework;
defining the channel framework to include at least one of a fourth level for integrating the channel framework into a customer relationship management (CRM) system or a fifth level for enabling platform tools within the channel framework;
defining first flows for sending and receiving messages across the channel according to messaging functionality supported by the service;
defining second flows for viewing and interacting with the messages based upon context for viewing and interacting with the messages through the service; and
executing, utilizing the levels of the channel framework, the first flows and the second flows for processing the messages.
2. The method of claim 1 , wherein the utilizing comprises:
utilizing a channel integration application programming interface to define and set a channel configuration for the channel.
3. The method of claim 1 , comprising:
utilizing a user experience framework to discover and connect the channel to the service.
4. The method of claim 1 , comprising:
utilizing a data framework to capture and store user accounts for the channel, wherein a user account defines a channel type, user account specific rules, and user account specific settings.
5. The method of claim 1 , comprising:
in response to receiving a selection of a user account for the channel, syncing and sending messages through a team workspace of a team workspace service during channel connection of the channel.
6. The method of claim 1 , comprising:
integrating the channel with workflows associated with a ticket automation service.
7. The method of claim 1 , comprising:
utilizing a data framework to facilitate message composition and channel and recipient searching.
8. The method of claim 1 , comprising:
enabling user to move from utilizing the channel in a context to utilizing a different channel in the context.
9. The method of claim 1 , comprising:
utilizing a customer relationship management service of the customer platform for conversational automation and reporting associated with messages using the channel.
10. The method of claim 1 , comprising:
capturing data points from the channel for storage into a customer relationship management (CRM) system, wherein the data points are evaluated to identify information about the message and recipient of the message.
11. A non-transitory machine-readable storage medium comprising instructions that when executed by a machine, causes the machine to perform operations comprising:
utilizing an application programming interface to create a channel connected to a service of a customer platform, wherein the channel is defined to specify how the channel is to interact with the service;
integrating a channel framework with the customer platform, wherein the channel framework is defined with levels including a first level for building and connecting to channels, a second level for constructing functions of channels in a workspace, and a third level for enabling workspace features within the channel framework;
defining the channel framework to include at least one of a fourth level for integrating the channel framework into a customer relationship management (CRM) system or a fifth level for enabling platform tools within the channel framework;
defining first flows for sending and receiving messages across the channel according to messaging functionality supported by the service;
defining second flows for viewing and interacting with the messages based upon context for viewing and interacting with the messages through the service; and
executing, utilizing the levels of the channel framework, the first flows and the second flows for processing the messages.
12. The non-transitory machine-readable storage medium of claim 11 , wherein the customer platform supports a team workspace service, a customer relationship management service, a workflow service, and a reporting service.
13. The non-transitory machine-readable storage medium of claim 11 , wherein the utilizing comprises:
utilizing a channel integration application programming interface to define and set a channel configuration for the channel.
14. The non-transitory machine-readable storage medium of claim 11 , comprising:
utilizing a data framework to capture and store user accounts for the channel, wherein a user account defines a channel type, user account specific rules, and user account specific settings.
15. The non-transitory machine-readable storage medium of claim 11 , comprising:
in response to receiving a selection of a user account for the channel, syncing and sending messages through a team workspace of a team workspace service during channel connection of the channel.
16. A computing device comprising:
a memory comprising machine executable code; and
a processor coupled to the memory, the processor configured to execute the machine executable code to cause the processor to perform operation comprising:
utilizing an application programming interface to create a channel connected to a service of a customer platform, wherein the channel is defined to specify how the channel is to interact with the service;
integrating a channel framework with the customer platform, wherein the channel framework is defined with levels including a first level for building and connecting to channels, a second level for constructing functions of channels in a workspace, and a third level for enabling workspace features within the channel framework;
defining the channel framework to include at least one of a fourth level for integrating the channel framework into a customer relationship management (CRM) system or a fifth level for enabling platform tools within the channel framework;
defining first flows for sending and receiving messages across the channel according to messaging functionality supported by the service;
defining second flows for viewing and interacting with the messages based upon context for viewing and interacting with the messages through the service; and
executing, utilizing the of levels of the channel framework, the first flows and the second flows for processing the messages.
17. The computing device of claim 16 , wherein the operations comprise:
integrating the channel with workflows associated with notifications, routing automation, and ticket automation.
18. The computing device of claim 16 , wherein the operations comprise:
utilizing a data framework to facilitate message composition comprising text formatting, media handling, attachment handling, recipient search, and channel searching.
19. The computing device of claim 16 , wherein the operations comprise:
enabling a user to move from utilizing the channel in a context to utilizing a different channel in the context.