Abstract: The present disclosure provides a system and method for intelligent chat routing. The high responsiveness required for instant messaging makes the assignment of a particular message to the most available agent a crucial element of service providing. The invention enables chat to be transferred to all logged agents from the group to which the chat is assigned and further to adjust the regular functioning of the system with regard to the acceptance or not of new incoming chats. Chat can be transferred to all groups in which at least one other agent is available (in counter only agents accepting chats except the current agent are taken into account), or if the queue limit is exceeded then chat is not started the invention displays the component enabling ticket set up (for asynchronous communication) that shall be further synchronized with the ticketing system.

Abstract: The presented patent application outlines a system and method for peer-to-peer chat review. Operating via a mobile application, the system incorporates a data display to present chat threads, a rating module for user evaluations, and local and on-server databases for storage. Users can download threads on demand through an API unit. The architecture grants permissions to registered users, allowing access to specific chat thread sets. The method involves displaying and rating chat threads, storing them locally and on the server, and controlled thread downloads. This innovation offers a streamlined approach to assess and rate chat interactions, fostering efficient and structured peer-to-peer communication evaluations.

Abstract: Instant messaging and messaging window modification options are disclosed herein. In particular, the functionality of chat widget modification with a real time preview are discussed. In application of this disclosure, a user is enabled to configure the chat widget directly on the webpage of an application. Further, a possibility is provided to see implemented changes and location of the chat widget during modification as well as to further save any modifications in the browser memory so as to provide efficient data display. Furthermore, the disclosed invention saves the data of the final configuration of the chat widget directly in a database which may include cloud storage.

Abstract: The embodiment is a chat-based method to display to the end user a greeting or a custom message based on qualifiers saved in the database. The system allows triggering interaction between a web page visitor and the embodiment user being a webpage or application owner. Real-time processing and conditions set up in the HTTP Server and Customer State server allows associating particular visitors with conditions which may be either inclusive or exclusive based on one or more logical qualifiers. It allows the user of the embodiment to set up a velocity with which agents may be able to respond as an outcome of potential greeting what shall address the issues of queues delaying customer service process.