Abstract: A first request to identify, among a plurality of user accounts, a subset of user accounts that are available to receive a transfer of a messaging conversation with a recipient device is received via a first application programming interface (API) call from a first client device associated with a first user account. A first response identifying the subset of user accounts that are available to receive the transfer of the messaging conversation is sent to the first client device responsive to receiving the first request. A second request to transfer the messaging conversation to a second user account identified among the subset of user accounts is received via a second API call from the first client device. The messaging conversation is transferred to the second user account to facilitate a continuation of the messaging conversation with the recipient device responsive to receiving the second request.

Abstract: Disclosed are systems, methods, and non-transitory computer-readable media for verifying an incoming communication. A recipient client device receives an incoming communication including an identifier identifying a second client device as having initiated the incoming communication. A verification service installed on the recipient client device queries a call placement service directory based on the first identifier. The call placement service directory maintains a listing of identifiers for client devices and corresponding communication providers that manage the identifiers. The call placement service directory returns information identifying the communication provider that manages the identifier. In turn, the verification service transmitting a request to the communication provider to confirm whether the second client device initiated the incoming communication.

Abstract: Disclosed are systems, methods, and non-transitory computer-readable media for a customizable cloud-based software platform. A customizable cloud-based software platform provides functionality that enables a user (e.g., individual user, organization, etc., that has created an account with the customizable cloud-based software platform) to modify a base version of a cloud-based software application to the specific user's needs. For example, the customizable cloud-based software platform provides a base version of a cloud-based software application that includes a base set of functionalities, settings, user interfaces, etc., which a user may modify to meet the user's specific needs. A user may therefore use a client device to interact with the customizable cloud-based software platform to access their customized instance of the cloud-based application.

Abstract: Methods, systems, and computer programs are presented for estimating if a user belongs to an audience category. One method includes an operation for accessing events generated at a website. Each event comprises a data structure describing an operation performed by a user, from a group of users, when accessing the website. Further, the method includes an operation for providing event information and information of a first user, for a predefined time window, as input to an audience machine-learning (ML) model. The audience ML model is trained with training data comprising values for features that include event features, user information features, and audience labels. The method further includes operations for generating, by the audience ML model, a score for the first user indicating a probability that the first user belongs to the audience, and for determining if the user belongs to the audience based on the score.

Abstract: An embodiment of the system for publishing events of a telephony application to a client includes a call router that generates events from the telephony application and an event router that manages the publication of events generated by the call router and that manages the subscription to events by clients. The system can be used with a telephony application that interfaces with a telephony device and an application server.

Abstract: Systems and methods for automated message delivery feedback that includes receiving a plurality of messaging requests to transmit a plurality of messages to a plurality of recipient devices, identifying subsets of related messaging requests in the plurality of messaging requests, receiving a plurality of delivery feedbacks for the plurality of messages, for each of the subsets of the related messaging requests, determining, based on the plurality of delivery feedbacks, whether to initiate at least one repeated transmission of a respective message to at least one recipient device, and upon determining to initiate the at least one repeated transmission, monitoring a delivery status of the respective message to the at least one recipient device.

Abstract: Various embodiments include systems, methods, and non-transitory computer-readable media for managing data using persistent storage. Consistent with these embodiments, a method includes receiving a write request that includes a value and a key; processing the write request, the processing of the write request including generating a message that includes the value; transmitting the message to an external system for storage of the value; generating an index based on a mapping of the key to an offset; and storing the value and the index in a local persistent storage.

Abstract: A system and method for providing delegated metric tools within a partially closed communication platform that includes receiving a tag identifier linked to at least a first identified platform interaction in the communication platform; associating the tag identifier with at least one logged event of an account associated with the first identified platform interaction; defining a tracking resource with at least one tag identifier; measuring platform interactions tracked by a tracking resource; and providing access to measured platform interactions through an application.

Abstract: A method and system for real-time eventing including interacting with at least one configuration attribute according to instructions specified through an application programming interface (API); adding subscribers for an event channel; generating an event from operation of an application; publishing the event message to the event channel on an event router; processing the event message according to the at least one configuration attribute; identifying a subscriber to the event channel; and sending the event from the event router to the subscriber.

Abstract: Disclosed are systems, methods, and non-transitory computer-readable media for selecting a routing provider that is best suited to deliver each individual message. The message exchange system selects a routing provider based on customer criteria provided by the customer, bids provided by the routing providers and/or performance of the routing providers. The message exchange system ranks the bids based on a ranking value calculated for each bid based on the cost value associated with the bid, the quality score of the associated routing provider and the customer criteria. The message exchange system selects a bid based on the resulting ranking values. For example, the message exchange system selects the bid that is ranked the highest based on the ranking values. The message exchange system then transmits the message to its intended recipient via the routing provider associated with the selected bid.

Abstract: A system and method for customizing communication processing within a communication platform that includes configuring a service handler, which comprises of at least setting execution code of the service handler; setting an association between the service handler and a communication event of the communication platform; detecting the occurrence of the communication event of a communication facilitated through the communication platform; invoking the service handler in response to the event, which comprises: executing the execution code in a serverless execution environment and generating a service handler response; and augmenting the communication in accordance with the service handler response.

Abstract: A machine is configured to access an authoritative database of data fields, where each data field has a corresponding authoritative value and a corresponding update time. The machine accesses a propagation time that was last updated in response to a most recent propagation of updated authoritative values from the authoritative database to a recipient database. The machine performs a database join that joins only any unpropagated authoritative values having update times that exceed the propagation time to corresponding reference checksums of corresponding data fields. The machine generates candidate checksums of only the corresponding data fields whose unpropagated authoritative values have update times that exceed the propagation time. The machine propagates, from the authoritative database to the recipient database, the unpropagated authoritative values, and the machine replaces the reference checksums with the generated candidate checksums.

Abstract: Described are systems and methods for client side enrichment and transform via dynamic logic for analytics across various platforms for improved performance, features, and uses. Analytics data collected in client applications is transformed and enriched before being sent to the downstream pipeline using native code and logic bundled into the core application code. The additional logic specific to manipulation of analytics may be unbundled from client-side application code and still be executed on on-device to achieve the same result. The logic may be written in a single language, such as JavaScript, and run across all clients including web browser and mobile operating systems.

Abstract: Systems and methods for a multi-tenant communication platform. A method includes receiving, through an application programming interface (API), an inbound communication request identifying a communication endpoint, analyzing the inbound communication request to identify a transport protocol, selecting a routing option of the transport protocol, transforming the communication content to a format that is compatible with the selected routing option of the transport protocol and a mode of communication associated with the selected routing option, and transmitting the transformed communication content to the destination endpoint on the selected routing option.

Abstract: Methods, systems, and computer programs are presented for formatting raw text. One method includes an operation for accessing raw text comprising words corresponding to one or more sentences. The raw text is lowercase text without any punctuation. Further, the method includes operations for creating a plurality of sub-words corresponding to the raw text, and for generating, by a machine-learning (ML) model, an output for each sub-word based on the created sub-words. The output for each sub-word indicates a formatting operation for the corresponding sub-word. The method further includes an operation for generating, based on the formatting operations in the outputs for the sub-words, formatted text corresponding to the raw text. The formatted text is text with correct grammar, proper punctuation, and proper capitalization according to a meaning of words spoken by a speaker associated with the raw text.

Abstract: A company may want to give access to voice conversations (e.g., a support call) to some users for review and analysis. However, the conversations may include personally identifiable information (PII), and the company wants to protect customer information while still allowing the use of the data. In one aspect, techniques are presented for receiving audio from the conversation and obtaining a redacted version of the audio, which does not include the PII, directly from the audio without having to rely on analyzing the transcript of the conversation first. Further, the modified audio may be deidentified to change the voice of the customer in the resulting audio in order to protect the customer identity.

Abstract: Disclosed are systems, methods, and non-transitory computer-readable media for a reporting platform system. The reporting platform system receives a configuration object for an account that defines a format in which communication data associated with the account will be received by the reporting platform system, and a format into which the communication is to be reformatted. The reporting platform system receives a stream of communication data associated with the account and converts the stream of communication data in real-time based on the configuration object for the account. The resulting converted communication data is in the converted format defined by the configuration object. The reporting platform system provides query functionality on the converted communication data.

Abstract: The method receives a first request to establish a trusted relationship with a second client account of the SaaS platform. The trusted relationship enables sharing, with the second client account, of a client asset associated with the first client account. The method determines whether the first request satisfies one or more conditions related to the trusted relationship. The method stores an indication of the trusted relationship between the first client account and the second client account in a data store. The method receives a second request to perform a communication operation based on the client asset associated with the first client account. The method performs the communication operation on behalf of the second client account using the client asset associated with the first client account and based on the indication of the trusted relationship between the first client account and the second client account.

Abstract: A customer of a multi-channel message exchange system provides criteria for selecting a service provider using an application programming interface (API). The multi-channel message exchange system selects a service provider that is best suited to deliver each individual message, via a network, for the customer. The message exchange system selects a service provider based on customer criteria, service provider data structures, and other information. The criteria may include a maximum value, a minimum quality score, a maximum latency, or any suitable combination thereof. The data structures may include geographic jurisdictions in which the service provider provides network-based message delivery, channels through which the service provider is willing to deliver messages, or any suitable combination thereof.

Abstract: A multi-tenant media communication platform system and methods. The platform system includes media communication micro-services and micro-service configuration for a plurality of entities configured for use of the platform system. Enrolling an entity in the platform system includes setting entity configuration for use of the platform system by the entity. A micro-service request is processed according to the entity configuration. The micro-service request is a request for use of at least one micro-service of the platform system on behalf of the entity. Use of each micro-service is accounted for on behalf of the entity. Billing information for the entity is generated based on the accounting for the use of each micro-service on behalf of the entity. Entity configuration includes micro-service configuration, and micro-service configuration specifies at least one of: an endpoint mapping to at least one application logic URI, an event callback URI, and an event application logic URI.