Interoperability between RCS networks and proprietary messaging platforms
Methods, systems, and storage media provide interoperability for advanced messaging features involving proprietary messaging platforms. Exemplary implementations: register a user of a messaging platform with an external network; associate the user with an identifier of the external network; configure an adapter to receive notifications from the identifier of the external network via a subscription; and receive, via the adapter at the messaging platform, the notifications addressed to the identifier of the external network based on the subscription.
1. A computer-implemented method, comprising:
registering a user of a messaging platform with an external network, wherein the messaging platform provides a proprietary messaging service, and the external network includes at least one of a short messaging service network and a communication services network; and
indicating, based on an engagement score indicative of an interaction of the user that concerns multiple message exchanges, a duration of one or more delays involved in the multiple message exchanges.
2. The computer-implemented method of claim 1 , wherein said indicating, includes predicting the duration of one or more delays involved in the multiple message exchanges.
3. The computer-implemented method of claim 1 , further including directing, based on the duration of one or more delays being indicated, the user's attention to one or more of the multiple message exchanges.
4. The computer-implemented method of claim 1 , further including directing, based on the duration of one or more delays being indicated, the user's attention to one of the multiple message exchanges for which a response from an external contact, involved in said one of the multiple message exchanges, is anticipated.
5. The computer-implemented method of claim 1 , further including directing, based on the duration of one or more delays being indicated, the user's attention to one of the multiple message exchanges for which a quick reply to an external contact, involved in said one of the multiple message exchanges, is expected to maintain engagement with the external contact.
6. The computer-implemented method of claim 1 , further including directing, based on the duration of one or more delays being indicated, the user's attention to one of the multiple message exchanges for prioritizing attendance to the one of the multiple message exchanges.
7. The computer-implemented method of claim 1 , wherein the user is a contact center agent.
8. The computer-implemented method of claim 1 , wherein the messaging platform provides the proprietary messaging service as a contact center service.
9. The computer-implemented method of claim 1 , wherein the messaging platform provides the proprietary messaging service as a contact center service, and the user is a contact center agent operating on behalf of a provider of the contact center service.
10. The computer-implemented method of claim 1 , wherein the messaging platform is enabled to communicate with external contacts by interfacing with one or more telecommunications carriers via at least one of: an SMS gateway, and an application programming interface (API).
11. The computer-implemented method of claim 1 , wherein indicating the duration of one or more delays involved in the multiple message exchanges includes computing a length of time from when the user sends a reply to when the reply is read.
12. The computer-implemented method of claim 1 , wherein indicating the duration of one or more delays involved in the multiple message exchanges includes computing an amount of time from when a reply sent from the user is read by an external contact and when the external contact begins to type data in response to the reply.
13. The computer-implemented method of claim 1 , wherein indicating the duration of one or more delays involved in the multiple message exchanges includes computing a length of time from when the user sends a reply to when the reply is read, and an amount of time from when the reply sent from the user is read by an external contact and when the external contact begins to type data in response to the reply.
14. The computer-implemented method of claim 1 , wherein indicating the duration of one or more delays involved in the multiple message exchanges includes computing at least one length of time that accounts for time segments spanning successive ones of the multiple message exchanges.
15. The computer-implemented method of claim 1 , further including propagating data from the messaging platform to an identifier of the external network based on activity of the user.
16. The computer-implemented method of claim 1 , further including conveying notifications and messages to contacts registered with the messaging platform via a predetermined protocol involving an application programming interface.
17. The computer-implemented method of claim 1 , further including conveying notifications and messages to contacts registered with the messaging platform via a predetermined protocol involving an ancillary gateway service of a carrier of the external network.
18. The computer-implemented method of claim 1 , further including: conveying notifications to contacts registered with the messaging platform; and converting, at the messaging platform, the notifications into a format that is compatible with the messaging platform.
19. A system configured for providing interoperability for messaging features involving a proprietary messaging platform, the system comprising:
one or more hardware processors configured by machine-readable instructions to:
register a user of a messaging platform with an external network, wherein the messaging platform provides a proprietary messaging service, and the external network includes at least one of a short messaging service network and a communication services network;
associate the user with an identifier of the external network, the identifier comprising at least one of a direct-inward-dial web domain or web address; and
indicate, based on an engagement score indicative of an interaction of the user that concerns multiple message exchanges, a duration of one or more delays involved in the multiple message exchanges.
20. A computer-implemented method, comprising:
registering a user of a messaging platform with an external network, wherein the messaging platform provides a proprietary messaging service, and the external network includes at least one of a short messaging service network and a communication services network;
receiving, via an adapter at the messaging platform, notifications addressed to an identifier of the external network; and
indicating, based on an engagement score indicative of an interaction of the user that concerns multiple message exchanges, a duration of one or more delays involved in the multiple message exchanges.