Multi-channel engagement platform converter

Abstract

Conversion of communications from a first device over a first communication channel to a second communication channel that is utilized by a second communication device such that an enterprise employee can interface with and communication with a customer using the customer's preferred channel or application for communication.

What is claimed is: 
     
         1 . A system to enable communications between devices over user preferred channels, the system comprising:
 a first server including a processing unit and memory and providing a multi-channel communications platform;   a second server including a processing unit and memory and configured to interface a first communication element using a first communication channel to the multi-channel communications platform on the first server and a second communication element using a second communication channel to the multi-channel communications platform on the first server;   a plurality of application program interfaces (APIs), each of the APIs configured to communicatively interface the multi-channel communications platform to a particular communication channel;   the second server comprising software instructions stored on the second server that when executed by the second server are configured to perform the operations of:
 receiving a first communication from the first communication element over the first communication channel, the communication including a destination address of a second communication element; 
 identifying a second communication channel preferred by the second communication element; and 
 forwarding the first communication from the first communication element to the multi-channel communications platform along with the identification of the second communication channel and destination address of the second communication element; 
 receiving a second communication from the first communication element over the first communication channel, the communication including a destination address of a third communication element; 
 identifying the third communication channel utilized by the third communication element; and 
 forwarding the second communication from the first communication element to the multi-channel communications platform along with the identification of the third communication channel and destination address of the third communication element; 
   the multi-channel communication platform, comprising software instructions stored on the server that when executed by the server are configured to perform the operations of:
 receiving the first communication; 
 selecting an API from the plurality of APIs that is compatible with the second communication channel; and 
 sending the communication through the selected API to the second communication element over the second communications channel; 
 receiving the second communication; 
 selecting an API from the plurality of APIs that is compatible with the third communication channel; and 
 sending the communication through the selected API to the third communication element over the third communications channel. 
   
     
     
         2 . The system of  claim 1 , wherein the system is further operative to receive a communication from the first or second communication element identifying the destination address of the communication element and the preferred communication channel. 
     
     
         3 . The system of  claim 2 , wherein the second communication element or the third communication element includes a WHATSAPP application and the selected API is a WHATSAPP API that utilizes webhooks to post communications received to WHATSAPP docker containers for communicating with a WHATSAPP sever that delivers communications to the WHATSAPP application on the second or third communication element. 
     
     
         4 . The system of  claim 2 , wherein the second communication element or the third communication element includes a WECHAT application and the selected API is a WECHAT API that utilizes webhooks to post communications received to the WECHAT sever that delivers communications to the WECHAT application on the second or third communication element. 
     
     
         5 . The system of  claim 2 , wherein the second communication element or the third communication element is a multi-line enabled smart phone and the destination address is a reserved second line number and further, the system is configured to recognize the reserved second line number as identifying the second or third communication channel of the second or third communication element. 
     
     
         6 . The system of  claim 1 , wherein the second or third communication element includes a WHATSAPP application and the selected API is a WHATSAPP API that utilizes webhooks to post communications received to WHATSAPP docker containers for communicating with a WHATSAPP sever that delivers communications to the WHATSAPP application on the second or third communication element. 
     
     
         7 . The system of  claim 1 , wherein the second or third communication element includes a WECHAT application and the selected API is a WECHAT API that utilizes webhooks to post communications received to the WECHAT sever that delivers communications to the WECHAT application on the second communication element. 
     
     
         8 . The system of  claim 1 , wherein the second or third communication element is a multi-line enabled smart phone and the destination address is a reserved second line number and further, the system is configured to recognize the reserved second line number as identifying the second or third communication channel of the second or third communication device. 
     
     
         9 . The system of  claim 1 , wherein the second or third communication element is a multi-line service enabled internet of things (IOT) device. 
     
     
         10 . The system of  claim 1 , wherein the first communication device is a multi-line service enable customer relationship management (CRM) system. 
     
     
         11 . A method to enable communications between devices over user preferred channels, the system comprising, the method comprising the actions of:
 a multi-channel communication platform receiving a forwarded communication over a first communication channel and originated from an first device and identifying a destination address for a second device and a second communication channel and a destination address for a third device and a third communications channel;   the multi-channel communications platform selecting an API from a plurality of APIs that is compatible with the second communication channel;   the multi-channel communications platform sending the communication through the selected API to the second communication channel of the second device;   the multi-channel communications platform selecting an API from the plurality of APIs that is compatible with the third communication channel;   the multi-channel communications platform sending the communication through the selected API to the third communication channel of the third device.   
     
     
         12 . The method of  claim 11 , further comprising the action of receiving a communication from the second or third device identifying the destination address of the second or third device and the preferred communication channel of the second or third device. 
     
     
         13 . The method of  claim 12 , wherein the second or third device includes a WHATSAPP application and the selected API is a WHATSAPP API, and further the multi-channel communications platform sends the first communication by utilizing webhooks to post communications received to WHATSAPP docker containers for communicating with a WHATSAPP sever that delivers communications to the WHATSAPP application on the second or third device. 
     
     
         14 . The method of  claim 12 , wherein the second or third device includes a WECHAT application and the selected API is a WECHAT API, and further the multi-channel communications platform sends the communication by utilizing webhooks to post communications received to the WECHAT sever that delivers communications to the WECHAT application on the second or third device. 
     
     
         15 . The method of  claim 12 , wherein the second or third device is a multi-line enabled smart phone and the destination address is a reserved second line number and the method further comprises recognizing the reserved second line number as identifying the second or third communication channel of the second or third device. 
     
     
         16 . The method of  claim 11 , wherein the second or third device includes a WHATSAPP application and the selected API is a WHATSAPP API, and further the multi-channel communications platform sends the communication by utilizing webhooks to post communications received to WHATSAPP docker containers for communicating with a WHATSAPP sever that delivers communications to the WHATSAPP application on the second communication element. 
     
     
         17 . The method of  claim 11 , wherein the second or third device includes a WECHAT application and the selected API is a WECHAT API, and further the multi-channel communications platform sends the communication by utilizing webhooks to post communications received to the WECHAT sever that delivers communications to the WECHAT application on the second or third device. 
     
     
         18 . The method of  claim 11 , wherein the second or third device is a multi-line enabled smart phone and the destination address is a reserved second line number and the method further comprises recognizing the reserved second line number as identifying the second or third communication channel of the second or third device. 
     
     
         19 . The method of  claim 11 , wherein the second or third device i is a multi-line service enabled internet of things (IOT) device and further, the gateway recognizing the call from a multi-line number. 
     
     
         20 . The method of  claim 11 , wherein the second or third device is a multi-line service enabled customer relationship management (CRM) system and further, the method comprises recognizing the call from a multi-line number.