Patent ID: 11956186
Assignee: ATLASSIAN PTY LTD.
Field: Digital communication (Electrical engineering)
Classification: CPC H  G | IPC G  H

Claim 9:
10. A computer-implemented method for generating automated customized response messages to message requests received via a chat interface, the computer-implemented method comprising:
in response to receiving a message request in a help channel of the chat interface:
analyzing message text of the message request to identify a message topic; and
analyzing first metadata associated with the message request to identify user information;

using the identified content topic, identifying a subset of response templates from a set of stored response templates;
identifying, from a content collaboration system and using the message topic identified from the message text, an information resource of one or more information resources based on a relevance of each resource to the message topic;
causing display in the help channel of the chat interface:
a list of response templates corresponding to the identified subset of response templates, each template in the list of templates configured to generate a respective response message in the chat interface; and
a selectable option to create a new response template;

in response to a user selection of the selectable option to create the new response template:
retrieving a portion of the information resource from the content collaboration system;
generating a response template including the portion of the information resource and a link to the information resource of the content collaboration system; and
generating metadata for the response template, the metadata associating the information resource associated with the message topic;

sending a response message in the help channel of the chat interface in response to the message request, the response message generated in accordance with the response template and including the user information; and
causing the response template to be stored.