Patent ID: 7024462

Claim:
An electronic message processing system for sending and receiving electronic messages across a network, the electronic message processing system including: a classification module, arranged to cause said received electronic messages to be analyzed in order to determine how said received electronic messages are routed within the electronic processing system, and to assign to said received electronic messages respective routing information; a distribution module, arranged to distribute said received electronic messages amongst a plurality of first agents depending on the respective routing information associated with each message; storage means, arranged to store received electronic messages in association with respective means for uniquely identifying each received message; and at least one mail client, arranged to render to one or more of said first agents electronic messages distributed thereto in order that said one or more first agents may prepare an appropriate response message to at least part of an electronic message rendered thereto, the or each mail client including: means, responsive to an input from one of said first agents in respect of a rendered first electronic message, for causing a second electronic message to be generated, said second electronic message being other than a response message to said rendered first electronic message and including at least part of said first electronic message; means for generating a routing tag, which routing tag includes the respective unique message identifying means associated with said first electronic message; wherein the mail client is arranged to cause said routing tag to be included in said second electronic message and to cause said second electronic message to be sent out of said electronic processing system, the classification module being arranged, upon return of said second electronic message, or a derivative thereof, to said electronic processing system, to detect said routing tag in said returned electronic message and, upon detection of said routing tag, to cause said returned second electronic message, or derivative thereof, to be processed based on said data included in said routing tag, wherein said processing includes associating, by means of said respective unique message identifier included in said routing tag, said returned second electronic message, or derivative thereof with said first electronic message stored in said storage means, and wherein the association between the returned second electronic message, or derivative thereof, and the first electronic message stored in said storage means causes, upon generation of a response message to said first electronic message by said at least one mail client, any response text generated by said one first agent in respect of said first electronic message and any response text included in said returned second electronic message, or derivative thereof, to be included in said response message.