Abstract: Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for receiving from a first system information comprising a message and an identifier of a user, selecting a channel from a plurality of different third party communication channels for sending the message based on one or more properties of communications on the channel, determining a channel-specific user identifier for the selected channel based on the identifier of the user, creating a channel-specific message formatted for the selected channel based on the message, and sending the message to the user on the selected channel using the channel-specific user identifier.

Abstract: Systems and methods for data localization and anonymization are provided herein. In some embodiments, systems and methods for data localization and anonymization may include receiving a communication request to send a message or establish a call between a first service provider and an end user device associated with an end user, determining that the communication request is associated with a requirement for securing personally identifiable information (PII) of the end user, and processing the communication request based on the requirement for securing the PII of the end user, wherein the requirement includes at least one of (A) localization of the communication request processing or (B) anonymization of any data records associated with the communication request that includes the PII of end user.

Abstract: A multi-channel communication service uses an object-oriented approach to processing communications. The multi-channel communication service is capable of receiving, at a conversation object generator, inbound communications sent from a communication service and subsequently managing the status of participants engaged in a conversation via the various inbound communications. The management process is achieved by associating the inbound communications to corresponding client applications and executing an invitation process from the client applications to a conversation created by the conversation object generator.

Abstract: Systems and methods for performing routing are described. A primary route being used to transmit a plurality of messages is identified. The primary route includes one or more channels that are each associated with a particular message type. One or more alternate routes for potentially transmitting the plurality of messages are identified, each of which also includes comprises one or more channels that are associated with a particular message type. A factor associated with the primary route is evaluated with respect to a corresponding factor associated with each alternate route and, based on the evaluation, a determination is made whether one of the alternate routes should replace the primary route for transmission of the plurality of messages.

Abstract: Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for receiving from a first system information comprising a message and an identifier of a user, selecting a channel from a plurality of different third party communication channels for sending the message based on one or more properties of communications on the channel, determining a channel-specific user identifier for the selected channel based on the identifier of the user, creating a channel-specific message formatted for the selected channel based on the message, and sending the message to the user on the selected channel using the channel-specific user identifier.

Abstract: A multi-channel communication service uses an object-oriented approach to processing communications. The multi-channel communication service is capable of receiving, at a conversation object generator, inbound communications sent from a communication service and subsequently managing the status of participants engaged in a conversation via the various inbound communications. The management process is achieved by associating the inbound communications to corresponding client applications and executing an invitation process from the client applications to a conversation created by the conversation object generator.

Abstract: Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for receiving from a first system information comprising a message and an identifier of a user, selecting a channel from a plurality of different third party communication channels for sending the message based on one or more properties of communications on the channel, determining a channel-specific user identifier for the selected channel based on the identifier of the user, creating a channel-specific message formatted for the selected channel based on the message, and sending the message to the user on the selected channel using the channel-specific user identifier.

Abstract: Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for receiving, from a computer system, a request comprising a phone number, identifying a primary channel and one or more secondary channels based on, at least in part, respective performance data of the primary and secondary channels, sending a first message comprising a first text string via the primary channel to a destination device associated with the phone number, after sending the first message, determining that a conversion event for the message and the primary channel did not occur within a specified time period, and based on the determining, sending a second message comprising the first text string via a particular secondary channel to the destination device.

Abstract: A multi-channel communication service uses an object-oriented approach to processing communications. The multi-channel communication service is capable of receiving, at a conversation object generator, inbound communications sent from a communication service and subsequently managing the status of participants engaged in a conversation via the various inbound communications. The management process is achieved by associating the inbound communications to corresponding client applications and executing an invitation process from the client applications to a conversation created by the conversation object generator.

Abstract: Systems and methods for data localization and anonymization are provided herein. In some embodiments, systems and methods for data localization and anonymization may include receiving a communication request to send a message or establish a call between a first service provider and an end user device associated with an end user, determining that the communication request is associated with a requirement for securing personally identifiable information (PII) of the end user, and processing the communication request based on the requirement for securing the PII of the end user, wherein the requirement includes at least one of (A) localization of the communication request processing or (B) anonymization of any data records associated with the communication request that includes the PII of end user.

Abstract: Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for receiving, from a computer system, a request comprising a phone number, identifying a primary channel and one or more secondary channels based on, at least in part, respective performance data of the primary and secondary channels, sending a first message comprising a first text string via the primary channel to a destination device associated with the phone number, after sending the first message, determining that a conversion event for the message and the primary channel did not occur within a specified time period, and based on the determining, sending a second message comprising the first text string via a particular secondary channel to the destination device.

Abstract: A multi-channel communication service uses an object-oriented approach to processing communications. The multi-channel communication service is capable of receiving, at a conversation object generator, inbound communications sent from a communication service and subsequently managing the status of participants engaged in a conversation via the various inbound communications. The management process is achieved by associating the inbound communications to corresponding client applications and executing an invitation process from the client applications to a conversation created by the conversation object generator.

Abstract: A multi-channel communication services uses an object-oriented approach to processing communications. The multi-channel communication service is capable of recording conversations that a calling party has with one or more called parties in one continuous recording, even when multiple called parties are conferences into a call, and even when the calling party is transferred between multiple different called parties. In some embodiments, recording may include two or more tracks of recorded data. In that instance, the audio and/or video originating from the calling party is recorded in a first track, and the audio and/or video originating from all of the called parties is recorded in a second track.

Abstract: Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for receiving, from a computer system, a request comprising a phone number, identifying a primary channel and one or more secondary channels based on, at least in part, respective performance data of the primary and secondary channels, sending a first message comprising a first text string via the primary channel to a destination device associated with the phone number, after sending the first message, determining that a conversion event for the message and the primary channel did not occur within a specified time period, and based on the determining, sending a second message comprising the first text string via a particular secondary channel to the destination device.

Abstract: Systems and methods for performing routing are described. For each of a plurality of messages transmitted over a primary route, a message transmission indication is received by an application. The application further receives, for at least one of the messages, a conversion indication that is based on the transmitted message. The quality of the primary route is determined based on a subset or all of the transmission indications and a subset or all of the conversion indications. Based on this determination, an alternate route is selected to replace the primary route.

Abstract: A multi-channel communication services uses an object-oriented approach to processing communications. The multi-channel communication service is capable of recording conversations that a calling party has with one or more called parties in one continuous recording, even when multiple called parties are conferences into a call, and even when the calling party is transferred between multiple different called parties. In some embodiments, recording may include two or more tracks of recorded data. In that instance, the audio and/or video originating from the calling party is recorded in a first track, and the audio and/or video originating from all of the called parties is recorded in a second track.

Abstract: Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for receiving, from a computer system, a request comprising a phone number, identifying a primary channel and one or more secondary channels based on, at least in part, respective performance data of the primary and secondary channels, sending a first message comprising a first text string via the primary channel to a destination device associated with the phone number, after sending the first message, determining that a conversion event for the message and the primary channel did not occur within a specified time period, and based on the determining, sending a second message comprising the first text string via a particular secondary channel to the destination device.

Abstract: Systems and methods for performing routing are described. A primary route being used to transmit a plurality of messages is identified. The primary route includes one or more channels that are each associated with a particular message type. One or more alternate routes for potentially transmitting the plurality of messages are identified, each of which also includes comprises one or more channels that are associated with a particular message type. A factor associated with the primary route is evaluated with respect to a corresponding factor associated with each alternate route and, based on the evaluation, a determination is made whether one of the alternate routes should replace the primary route for transmission of the plurality of messages.

Abstract: Systems and methods for performing routing are described. For each of a plurality of messages transmitted over a primary route, a message transmission indication is received by an application. The application further receives, for at least one of the messages, a conversion indication that is based on the transmitted message. The quality of the primary route is determined based on a subset or all of the transmission indications and a subset or all of the conversion indications. Based on this determination, an alternate route is selected to replace the primary route.

Abstract: Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for receiving, from a computer system, a request comprising a phone number, identifying a primary channel and one or more secondary channels based on, at least in part, respective performance data of the primary and secondary channels, sending a first message comprising a first text string via the primary channel to a destination device associated with the phone number, after sending the first message, determining that a conversion event for the message and the primary channel did not occur within a specified time period, and based on the determining, sending a second message comprising the first text string via a particular secondary channel to the destination device.