Salesforce Com, Inc.

Nathan Hess

Orjan Nils Kjellberg

Jonathan Rico Morales

Santhosh Kumar Kuchoor

Michael Macasek

Vartika Vaish

Parvinder Ghotra

The communication system includes a core system having a processor storing user variables representing user-specific information. A messaging system supports communication between a user and an automated bot agent over at least one user-chosen channel employing channel-agnostic context variables. A runtime system mediates a conversation session between user and bot agent, using at least one predefined context variable. A context mapping data store stores a mapping configuration representing a correlation between the channel-agnostic variable of the user-chosen channel and a field in the core CRM system. Using the context mapping data store, the messaging system responds to a communication from the user by querying the context mapping data store to acquire and pass to the runtime system the resolved mapping configuration values corresponding to the user-chosen channel for each defined context variable.

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San Francisco, CA, United States of America

Nathan Hess