Patent ID: 8831207

Claim:
A non-transitory computer-readable medium having computer-executable instructions stored thereon, wherein the instructions, when executed, cause a computer system having at least one computer processor and at least one data store to perform a method comprising: receiving a first contact from a customer over a network, wherein the first contact identifies a first issue; assigning the first issue to an original agent using the at least one computer processor; identifying a response to the first issue generated by the original agent using the at least one computer processor; transmitting an electronic message comprising the response to the first issue to the customer over the network, wherein the electronic message comprises an interactive feature; receiving a selection of the interactive feature from the customer over the network; identifying a second contact from the customer based at least in part on the selection of the interactive feature using the at least one computer processor, wherein the second contact identifies a second issue; determining whether the original agent is available to address the second issue; upon determining that the original agent is not available to address the second issue, identifying at least one preferred agent associated with the customer using the at least one computer processor; determining whether the at least one preferred agent is available to address the second issue; and upon determining that the at least one preferred agent is available to address the second issue, assigning the second issue to the at least one preferred agent using the at least one computer processor.