US 12,244,768 B2
Call center mobile messaging
Eugene Lee Lew, Olney, MD (US); Vasileios John Gianoukos, Winchester, MA (US); and Kenneth Norman Heim, Barrington, IL (US)
Assigned to Salesforce, Inc., San Francisco, CA (US)
Filed by HeyWire, Inc., San Francisco, CA (US)
Filed on Mar. 8, 2022, as Appl. No. 17/689,302.
Application 17/689,302 is a continuation of application No. 17/359,225, filed on Jun. 25, 2021.
Application 17/359,225 is a continuation of application No. 14/453,143, filed on Aug. 6, 2014, granted, now 11,172,067, issued on Nov. 9, 2021.
Application 14/453,143 is a continuation in part of application No. 13/803,331, filed on Mar. 14, 2013, granted, now 9,271,129, issued on Feb. 23, 2016.
Application 13/803,331 is a continuation in part of application No. 13/441,105, filed on Apr. 6, 2012, abandoned.
Application 13/441,105 is a continuation in part of application No. 13/111,109, filed on May 19, 2011, granted, now 8,918,085, issued on Dec. 23, 2014.
Application 13/111,109 is a continuation in part of application No. 12/535,323, filed on Aug. 4, 2009, granted, now 8,694,031, issued on Apr. 8, 2014.
Claims priority of provisional application 61/164,705, filed on Mar. 30, 2009.
Claims priority of provisional application 61/137,918, filed on Aug. 5, 2008.
Prior Publication US 2022/0191328 A1, Jun. 16, 2022
This patent is subject to a terminal disclaimer.
Int. Cl. H04W 4/00 (2018.01); H04M 3/51 (2006.01); H04W 4/14 (2009.01)
CPC H04M 3/5183 (2013.01) [H04W 4/14 (2013.01)] 30 Claims
OG exemplary drawing
 
1. A computer-implemented method configured to enable a customer service system to communicate with a mobile device via electronic message communication, the method comprising:
establishing a secure connection between an external platform and a customer service system;
identifying a customer service system Short Message Service (SMS) enabled telephone number;
provisioning, for electronic messaging, the customer service system SMS enabled telephone number into at least one industry white list for exception processing of customer service system characteristic traffic patterns;
receiving an electronic message from the mobile device directed to the customer service system SMS enabled telephone number, routed through a mobile device carrier of the mobile device, through the external platform to the customer service system;
providing delivery of the electronic message from the mobile device to a customer service representative (CSR) workstation of the customer service system;
providing a communications channel to and interfacing with a customer service system routing switch; and
providing a user-interface window on a CSR screen that enables an interface to electronic message threads directed through the customer service system routing switch.