Patent ID: 9559993
Date: 2017-01-31
CPC Classifications: H04L

Claim:
1. A method comprising: receiving, at a chat server-executing at a computing device, a first message for a chat from a client device of an end user, wherein the chat involves a plurality of chat participants comprising the end user and a virtual agent; updating, by the chat server, a chat log based upon the first message; sending, by the chat server, the first message to the virtual agent via a virtual agent proxy; receiving, at the chat server, a second message via the virtual agent proxy that was originated by the virtual agent in response to the first message; updating, by the chat server, the chat log based upon the second message; sending, by the chat server, the second message to the client device; determining, by the chat server, that the chat is to be escalated from the virtual agent to a live agent; and causing a full transcript of the chat log to be transmitted to a second client device utilized by the live agent for continuation of the chat, wherein the full transcript includes the first message and the second message.