Patent ID: 8832210

Claim:
A non-transitory computer-readable medium having instructions stored thereon that, when executed by a processor, cause the processor to monitor, and respond to, one or more online service messages, the monitoring and responding comprising: monitoring an online service based on a rule that comprises one or more conditions and one or more attributes, wherein a condition comprises business logic that defines which online service messages broadcast within the online service include text that satisfy a criteria and are to be selected, and wherein the one or more attributes comprises a logical grouping attribute that defines a routing configuration for online service messages broadcast within the online service that are selected based on the rule, and a search time attribute that defines a time duration that the online service is monitored; selecting an online service message that has been broadcast within the online service that satisfies at least one condition of the rule and that satisfies the search time attribute; assigning the online service message to a logical grouping of one or more agents based on the logical grouping attribute of the rule; creating a chat session; transforming the online service message into a chat session message; selecting an agent console associated with the logical grouping of one or more agents using the routing configuration; transmitting the chat session message within the chat session to the selected agent console; inserting a uniform resource locator within a response message, wherein the uniform resource locator establishes an external communication between an author of the online service message and an agent of the selected agent console; and transmitting the response message within the chat session to the author of the online service message.