Abstract: Described are computer-based methods and apparatuses, including computer program products, for facilitating communications initiated through a social networking account. A detected message communicated using a social networking account can be determined to satisfy a response criteria. Code for displaying a communications initiation feature on a customer communications apparatus associated with the social networking account can be transmitted. Selection information representing a selection of the communications initiation feature can be received and can include a parameter associated with the selection and origin information. The selection information can be validated by determining that the selection is associated with the social networking account and by comparing the parameter with a stored credential associated with the communications initiation feature. When the selection is validated, the communications can be facilitated.

Abstract: This disclosure presents methods, systems, computer-readable media, for facilitating communications according to interaction protocols. The techniques generally involve displaying an interface, tracking user interactions with the interface, generating possible interaction protocols for communication with a user, and selectively communicating with users based on one or more interaction protocols. Users may be provided with an interactive application download which enables user browsing activities to be tracked in greater detail, and enables users to be selectively chosen to receive communications from a terminal device. User behavior is estimated and protocols for communicating with users are continuously evaluated for potential use based on the estimates.

Abstract: Described are computer-based methods and apparatuses, including computer program products, for dynamic user interface customization. A set of functions for a user interface is stored, each function comprising a function that can be added to the user interface. A first set of data is transmitted to a remote device that causes the user interface to be displayed on the remote device with a predetermined set of functions from the set of functions. Interaction data is received indicative of a user's interactions with the user interface. A second set of data is transmitted to the remote device that causes the user interface to dynamically add a new function from the set of functions to the user interface based on the interaction data, wherein the new function is displayed as a selectable item in the user interface that the user can select to use a function associated with the new function.

Abstract: Described are computer-based methods and apparatuses, including computer program products, comprising the steps of, or structure for, storing a plurality of expert profiles in a database, each of the plurality of expert profiles comprising information associated with a person having knowledge in a particular category, subject or topic; receiving search criteria over a network from a query source; selecting at least one of the plurality of expert profiles comprising information that satisfy the search criteria; and transmitting expert profile data for each of the selected expert profiles to the remote search engine, the expert profile data comprising data that defines a displayable representation of a corresponding expert profile, the expert profile data further comprising data that facilitates a client-initiated, real-time communication session over the network with a person associated with the corresponding expert profile.

Abstract: Described are computer-based methods and apparatuses, including computer program products, comprising the steps of, or structure for, storing a plurality of expert profiles in a database, each of the plurality of expert profiles comprising information associated with a person having knowledge in a particular category, subject or topic; receiving search criteria over a network from a query source; selecting at least one of the plurality of expert profiles comprising information that satisfy the search criteria; and transmitting expert profile data for each of the selected expert profiles to the remote search engine, the expert profile data comprising data that defines a displayable representation of a corresponding expert profile, the expert profile data further comprising data that facilitates a client-initiated, real-time communication session over the network with a person associated with the corresponding expert profile.

Abstract: Described are computer-based methods and apparatuses, including computer program products, for facilitating communications initiated through a social networking account. A detected message communicated using a social networking account can be determined to satisfy a response criteria. Code for displaying a communications initiation feature on a customer communications apparatus associated with the social networking account can be transmitted. Selection information representing a selection of the communications initiation feature can be received and can include a parameter associated with the selection and origin information. The selection information can be validated by determining that the selection is associated with the social networking account and by comparing the parameter with a stored credential associated with the communications initiation feature. When the selection is validated, the communications can be facilitated.

Abstract: Described are computer-based methods and apparatuses, including computer program products, comprising the steps of, or structure for, storing a plurality of expert profiles in a database, each of the plurality of expert profiles comprising information associated with a person having knowledge in a particular category, subject or topic; receiving search criteria over a network from a query source; selecting at least one of the plurality of expert profiles comprising information that satisfy the search criteria; and transmitting expert profile data for each of the selected expert profiles to the remote search engine, the expert profile data comprising data that defines a displayable representation of a corresponding expert profile, the expert profile data further comprising data that facilitates a client-initiated, real-time communication session over the network with a person associated with the corresponding expert profile.

Abstract: Described are computer-based methods and apparatuses, including computer program products, comprising the steps of, or structure for, storing a plurality of expert profiles in a database, each of the plurality of expert profiles comprising information associated with a person having knowledge in a particular category, subject or topic; receiving search criteria over a network from a query source; selecting at least one of the plurality of expert profiles comprising information that satisfy the search criteria; and transmitting expert profile data for each of the selected expert profiles to the remote search engine, the expert profile data comprising data that defines a displayable representation of a corresponding expert profile, the expert profile data further comprising data that facilitates a client-initiated, real-time communication session over the network with a person associated with the corresponding expert profile.

Abstract: Described are computer-based methods and apparatuses, including computer program products, for dynamic user interface customization. A set of functions for a user interface is stored, each function comprising a function that can be added to the user interface. A first set of data is transmitted to a remote device that causes the user interface to be displayed on the remote device with a predetermined set of functions from the set of functions. Interaction data is received indicative of a user's interactions with the user interface. A second set of data is transmitted to the remote device that causes the user interface to dynamically add a new function from the set of functions to the user interface based on the interaction data, wherein the new function is displayed as a selectable item in the user interface that the user can select to use a function associated with the new function.

Abstract: Described are computer-based methods and apparatuses, including computer program products, comprising the steps of, or structure for, storing a plurality of expert profiles in a database, each of the plurality of expert profiles comprising information associated with a person having knowledge in a particular category, subject or topic; receiving search criteria over a network from a query source; selecting at least one of the plurality of expert profiles comprising information that satisfy the search criteria; and transmitting expert profile data for each of the selected expert profiles to the remote search engine, the expert profile data comprising data that defines a displayable representation of a corresponding expert profile, the expert profile data further comprising data that facilitates a client-initiated, real-time communication session over the network with a person associated with the corresponding expert profile.

Abstract: Described are computer-based methods and apparatuses, including computer program products, for allowing a user to switch between interfacing with a service through a network or through short message service (SMS). A chat service is executed through which a first user at a first computer can communicate directly with a second user at a second computer. A request is received from the first computer to enable the first user to interface with the chat service through a mobile device of the first user using SMS instead of through the network using the first computer. The chat service is configured to interface with the mobile device through SMS, including communicating chat information through SMS to the first user's mobile device, and communicating control information through SMS to the first user's mobile device such that the first user can control a full functionality of the chat service using SMS.

Abstract: Systems and methods for dynamic communication routing based on consistency weighting and routing rules are disclosed. A computing device can receive a communication including content data. The communication can be stored in a queue position of a primary queue. For example, the primary queue can include a plurality of queue positions for storing communications. The communication can be retrieved from the queue position of the primary queue and analyzed. In some instances, analyzing can include parsing the content data for a keyword. A keyword can correspond to a secondary queue. When the keyword is identified in the communication, the communication can be stored in the secondary queue that corresponds to the keyword. A terminal device associated with the secondary queue can be identified. A retrieval request to access the communication from the secondary queue can be received, and the communication can be routed to the terminal device.

Abstract: Described are computer-based methods and apparatuses, including computer program products, for facilitating communications initiated through a social networking account. A detected message communicated using a social networking account can be determined to satisfy a response criteria. Code for displaying a communications initiation feature on a customer communications apparatus associated with the social networking account can be transmitted. Selection information representing a selection of the communications initiation feature can be received and can include a parameter associated with the selection and origin information. The selection information can be validated by determining that the selection is associated with the social networking account and by comparing the parameter with a stored credential associated with the communications initiation feature. When the selection is validated, the communications can be facilitated.

Abstract: Described are computer-based methods and apparatuses, including computer program products, for allowing a user to switch between interfacing with a service through a network or through short message service (SMS). A chat service is executed through which a first user at a first computer can communicate directly with a second user at a second computer. A request is received from the first computer to enable the first user to interface with the chat service through a mobile device of the first user using SMS instead of through the network using the first computer. The chat service is configured to interface with the mobile device through SMS, including communicating chat information through SMS to the first user's mobile device, and communicating control information through SMS to the first user's mobile device such that the first user can control a full functionality of the chat service using SMS.

Abstract: Described are computer-based methods and apparatuses, including computer program products, comprising the steps of, or structure for, storing a plurality of expert profiles in a database, each of the plurality of expert profiles comprising information associated with a person having knowledge in a particular category, subject or topic; receiving search criteria over a network from a query source; selecting at least one of the plurality of expert profiles comprising information that satisfy the search criteria; and transmitting expert profile data for each of the selected expert profiles to the remote search engine, the expert profile data comprising data that defines a displayable representation of a corresponding expert profile, the expert profile data further comprising data that facilitates a client-initiated, real-time communication session over the network with a person associated with the corresponding expert profile.

Abstract: Various embodiments relate to an engagement server and a related method of initiating an engagement between an agent device and a user device based on formed and modified engagement rules. In one embodiment, the engagement server can receive one or more third-party analytic reports and use them to form engagement rules that determine when the engagement server initiates an engagement between the agent device and user device. In some embodiments, the engagement server can also receive user interaction data from the user device to modify engagement rules to fit a particular user. In some embodiments, the engagement server can use the third-party analytic reports and/or user interaction data from a plurality of users to form a statistical model. The engagement server may then use the statistical model to form and/or modify the engagement rules.

Abstract: Described are computer-based methods and apparatuses, including computer program products, for authenticating user service requests from a social networking site. Data representing a selected message and an originator of the selected message is stored. Data representing a reply to the originator of the selected message is transmitted for posting at the social networking server, the reply including data that causes transmission of a service request to the server when actuated. Data representing the service request and a sender of the service request is received. Data representing a user profile of the sender of the service request is retrieved from the social networking server. One or more attributes of the user profile of the sender are compared against one or more attributes of the stored data representing the originator of the selected message in order to verify the one or more attributes of the user profile.

Abstract: Various embodiments relate to an engagement server and a related method of initiating an engagement between an agent device and a user device based on formed and modified engagement rules. In one embodiment, the engagement server can receive one or more third-party analytic reports and use them to form engagement rules that determine when the engagement server initiates an engagement between the agent device and user device. In some embodiments, the engagement server can also receive user interaction data from the user device to modify engagement rules to fit a particular user. In some embodiments, the engagement server can use the third-party analytic reports and/or user interaction data from a plurality of users to form a statistical model. The engagement server may then use the statistical model to form and/or modify the engagement rules.

Abstract: Described are computer-based methods and apparatuses, including computer program products, comprising the steps of, or structure for, storing a plurality of expert profiles in a database, each of the plurality of expert profiles comprising information associated with a person having knowledge in a particular category, subject or topic; receiving search criteria over a network from a query source; selecting at least one of the plurality of expert profiles comprising information that satisfy the search criteria; and transmitting expert profile data for each of the selected expert profiles to the remote search engine, the expert profile data comprising data that defines a displayable representation of a corresponding expert profile, the expert profile data further comprising data that facilitates a client-initiated, real-time communication session over the network with a person associated with the corresponding expert profile.

Abstract: Described are computer-based methods and apparatuses, including computer program products, comprising the steps of, or structure for, storing a plurality of expert profiles in a database, each of the plurality of expert profiles comprising information associated with a person having knowledge in a particular category, subject or topic; receiving search criteria over a network from a query source; selecting at least one of the plurality of expert profiles comprising information that satisfy the search criteria; and transmitting expert profile data for each of the selected expert profiles to the remote search engine, the expert profile data comprising data that defines a displayable representation of a corresponding expert profile, the expert profile data further comprising data that facilitates a client-initiated, real-time communication session over the network with a person associated with the corresponding expert profile.