Patent ID: 6442592
Filing Date: 2002-08-27
Classification: G06Q,H04L,H04M

Abstract:
A method of routing electronic messages, comprising:retrieving at least one electronic message; scanning the at least one electronic message for information uniquely identifying a transaction thread to which the electronic message relates; responsive to detecting information uniquely identifying a transaction thread within the at least one electronic message, routing the at least one electronic message to a specific agent associated with the transaction thread; wherein the information uniquely identifying a transaction thread comprises a transaction identifier, the method further comprising: responsive to detecting no transaction identifier within the at least one electronic message: assigning a unique transaction identifier to the at least one electronic message; automatically transmitting a response to an originator of the at least one electronic message acknowledging receipt of the at least one electronic message; and routing the at least one electronic message to a selected department within a plurality of specific departments associated with a general account from which the at least one electronic message was retrieved.