A computer-implemented method for using an intent classifier for automating communications, the method comprising: establishing a communications session with a first user by routing communications through a first API server, a connecting server, and a second API server, wherein the first API server is connected to a device of the first user and the second API server is connected to a device of a second user; creating, at the connecting server, a pub-sub channel for a customer support session between the first user and the second user, wherein the first API server and the second API server are subscribed to the pub-sub channel; subscribing to the pub-sub channel a server for storing customer support session histories, an administrator who is supervising customer service representatives, multiple customer service representatives assisting a customer simultaneously, or a customer connected to a support session simultaneously on multiple devices or multiple times on a single device; receiving, at the first API server, a first text from the first user requesting assistance; publishing the first text on the pub-sub channel by transmitting the first text to the connecting server; receiving, at the second API server, the first text for the second user, wherein the second user is assisting the first user and wherein the first text is received from the pub-sub channel; processing the first text with the intent classifier to compute a score for each intent of a plurality of possible intents; selecting a first intent from the plurality of possible intents using the scores, wherein the first intent relates to the assistance requested by the first user; determining, using the first intent, that automated processing is available to assist the first user with the assistance requested by the first user; transmitting a suggestion to the second user to transfer the first user to the automated processing for the assistance requested by the first user; receiving a communication from the second user to transfer the first user to the automated processing; assisting the first user with the automated processing by publishing responses from the automated processing to the pub-sub channel. establishing a communications session with a first user by routing communications through a first API server, a connecting server, and a second API server, wherein the first API server is connected to a device of the first user and the second API server is connected to a device of a second user; creating, at the connecting server, a pub-sub channel for a customer support session between the first user and the second user, wherein the first API server and the second API server are subscribed to the pub-sub channel; subscribing to the pub-sub channel a server for storing customer support session histories, an administrator who is supervising customer service representatives, multiple customer service representatives assisting a customer simultaneously, or a customer connected to a support session simultaneously on multiple devices or multiple times on a single device; receiving, at the first API server, a first text from the first user requesting assistance; publishing the first text on the pub-sub channel by transmitting the first text to the connecting server; receiving, at the second API server, the first text for the second user, wherein the second user is assisting the first user and wherein the first text is received from the pub-sub channel; processing the first text with the intent classifier to compute a score for each intent of a plurality of possible intents; selecting a first intent from the plurality of possible intents using the scores, wherein the first intent relates to the assistance requested by the first user; determining, using the first intent, that automated processing is available to assist the first user with the assistance requested by the first user; transmitting a suggestion to the second user to transfer the first user to the automated processing for the assistance requested by the first user; receiving a communication from the second user to transfer the first user to the automated processing; assisting the first user with the automated processing by publishing responses from the automated processing to the pub-sub channel.