Zendesk, Inc.

Michael Gozzo

Jean-Philippe J Joyal

Andrew Lavers

Michael J Spensieri

François U Brien

Marc-Antoine Leblond

A system and methods are provided for passing control of a customer-support conversation among integrations responsible for responding to a customer during the customer-support conversation. The system receives a message from a source integration, which is presently responsible for responding to the customer during the customer-support conversation, wherein the message includes a pass-control command that passes control of the customer-support conversation to a target integration. In response to the pass-control command, the system passes control of the customer-support conversation from the source integration to the target integration, so that the target integration becomes responsible for responding to the customer.

Handing off customer-support conversations between a human agent and a bot without requiring code changes

The disclosed embodiments relate to a system that passes control of a customer-support conversation among integrations, which are responsible for responding to a customer during the customer-support conversation. During operation, the system receives a message from a source integration, which is presently responsible for responding to the customer during the customer-support conversation, wherein the message includes a pass-control command that passes control of the customer-support conversation to a target integration. In response to the pass-control command, the system passes control of the customer-support conversation from the source integration to the target integration, so that the target integration becomes responsible for responding to the customer during the customer-support conversation.

The disclosed embodiments relate to a system that facilitates accessing external servers to process messages during customer-support conversations in an online customer-support system. During operation, the system receives a message from a sender while the message is in transit between the sender and a receiver during a customer-support conversation, wherein the customer-support conversation is between a customer and a responsive entity, and wherein the customer-support conversation relates to an issue the customer has with a product or a service used by the customer. Next, the system feeds the message through a pipeline of processors, wherein each processor in the pipeline is configured to make a call to an associated external server to perform an operation on the message before forwarding the message to a subsequent stage of the pipeline. Finally, when the message finishes transiting the pipeline, the system forwards the message to the receiver.

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Montreal, Canada

Michael Gozzo