US 12,273,305 B2
System and method of managing channel agnostic messages in a multi-client customer platform
Vijay Vadlamani, Cambridge, MA (US); Antoinette Hocbo, Cambridge, MA (US); Harminder Singh, Reading, MA (US); and Nathaniel Dempkowski, Cambridge, MA (US)
Assigned to HubSpot, Inc., Cambridge, MA (US)
Filed by HUBSPOT, INC., Cambridge, MA (US)
Filed on Sep. 11, 2023, as Appl. No. 18/244,665.
Claims priority of provisional application 63/405,103, filed on Sep. 9, 2022.
Prior Publication US 2024/0089224 A1, Mar. 14, 2024
Int. Cl. H04L 51/046 (2022.01); H04L 51/02 (2022.01); H04L 51/21 (2022.01)
CPC H04L 51/046 (2013.01) [H04L 51/02 (2013.01); H04L 51/21 (2022.05)] 19 Claims
OG exemplary drawing
 
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.