Patent ID: 8639550

Claim:
A method comprising: at one or more server computers forming a part of a web-based contact routing and appointment scheduling system, receiving information to define a contact routing and scheduling context to be offered to a person for contacting and scheduling an appointment with a representative; storing data representing the contact routing and scheduling context; generating from the stored data a web link with a token representing the contact routing and scheduling context, wherein generating the token comprises generating a web token that is uniquely associated to the email address for the recipient; receiving an email address for a recipient; sending an email message containing the web link to the email address for the recipient; serving a landing web page in response to an invitee selecting the web link in the email message; retrieving contact routing and scheduling rules associated with the contact routing and scheduling context for the token; based on an identity of the invitee derived from the web link in the email invitation, presenting one or more data collection fields to the invitee associated with the contact routing and scheduling context; receiving responses from the invitee in the data collection fields; and applying the contact routing and scheduling rules based on the information received in the data collection fields.