Patent ID: 9015155
Filing Date: 2015-04-21
Classification: G06Q,H04L

Abstract:
1. A method for enabling communication between a user and at least one entity by a communication service, the method comprising acts of: receiving a search for the at least one entity; analyzing the search, by a processor, to determine search results based on the search, the search results including the at least one entity; receiving a message from the user to the at least one entity, the message including inquiry information directed to the at least one entity; determining, by the processor, presence status associated with the at least one entity; responsive to the presence status being indicative of the at least one entity being online, establishing, by the processor, a communication channel between the user and the at least one entity, and transmitting a response to the message based on the inquiry information via the communication channel; receiving from the at least one entity an input defining at least two alternative communication channels, the at least two alternative communication channels including at least one of a telephone channel, an electronic mail channel, an SMS channel, a social networking service channel, and a microblogging service channel; and responsive to the presence status being indicative of the at least one entity being offline, determining the at least two alternative communication channels defined by the at least one entity, transmitting the message to the at least one entity via at least one of the at least two alternative communication channels and receiving the response from the at least one entity via the at least one of the at least two alternative communication channels.