US-20230283585-A1 - TECHNIQUES FOR BIDIRECTIONAL CROSS-PLATFORM COMMUNICATIONS

US20230283585A1US 20230283585 A1US20230283585 A1US 20230283585A1US-20230283585-A1

Abstract

A method for data processing that includes receiving, from a service that manages communications between a communication process flow management service and a communication platform, a request indicating metadata from the communication platform, information associated with a tenant of a multi-tenant system, a user identifier, or a combination thereof. The method may further include performing, based on the request, one or more actions on a communication process flow that controls electronic communications between the tenant and a set of users corresponding to the tenant. The method may further include generating a data object related to the communication process flow based on performing the one or more actions. The method may further include transmitting, to the communication platform, a message that is configured to cause posting of the data object into a communication channel of the communication platform.

Inventors

POPELKA AARON
JENNINGS II WILLIAM ROBERT
SHORT ANDREW

Assignees

SALESFORCE INC

Dates

Publication Date: 20230907
Application Date: 20230512
Priority Date: 20220126

Claims (20)

1 . A method for data processing, comprising: receiving, at a communication process flow management service, a configuration for a communication process flow that controls electronic communications between a tenant of the communication process flow management service and one or more users associated with the tenant; receiving, at the communication process flow management service, an indication of modification of data associated with one or more actions of the communication process flow; generating, by the communication process flow management service, a data object indicative of the modification; and transmitting, from the communication process flow management service to a communication platform, a message that is configured to cause posting of the data object into a communication channel of the communication platform.
2 . The method of claim 1 , wherein receiving the configuration comprises: receiving, from the communication platform, a request to create or modify the communication process flow; and creating or modifying the communication process flow in the communication platform in response to the request.
3 . The method of claim 2 , wherein the request to create or modify the communication process flow is received via an application within the communication platform.
4 . The method of claim 2 , wherein the request to create or modify the communication process flow is received via an application programming interface (API) request from the communication platform.
5 . The method of claim 1 , wherein the configuration comprises an identifier of the communication channel in which the data object is to be posted.
6 . The method of claim 1 , wherein the configuration comprises an identifier of the communication process flow.
7 . The method of claim 1 , further comprising: providing an indication that creation of the communication process flow is complete.
8 . The method of claim 1 , wherein the modification comprises creating a new action for the communication process flow.
9 . An apparatus for data processing, comprising: a processor; memory coupled with the processor; and instructions stored in the memory and executable by the processor to cause the apparatus to: receive, at a communication process flow management service, a configuration for a communication process flow that controls electronic communications between a tenant of the communication process flow management service and one or more users associated with the tenant; receive, at the communication process flow management service, an indication of modification of data associated with one or more actions of the communication process flow; generate, by the communication process flow management service, a data object indicative of the modification; and transmit, from the communication process flow management service to a communication platform, a message that is configured to cause posting of the data object into a communication channel of the communication platform.
10 . The apparatus of claim 9 , wherein, to receive the configuration, the instructions are executable by the processor to cause the apparatus to: receive, from the communication platform, a request to create or modify the communication process flow; and create or modify the communication process flow in the communication platform in response to the request.
11 . The apparatus of claim 10 , wherein the request to create or modify the communication process flow is received via an application within the communication platform.
12 . The apparatus of claim 10 , wherein the request to create or modify the communication process flow is received via an application programming interface (API) request from the communication platform.
13 . The apparatus of claim 9 , wherein the configuration comprises an identifier of the communication channel in which the data object is to be posted.
14 . The apparatus of claim 9 , wherein the configuration comprises an identifier of the communication process flow.
15 . The apparatus of claim 9 , wherein the instructions are further executable by the processor to cause the apparatus to: provide an indication that creation of the communication process flow is complete.
16 . The apparatus of claim 9 , wherein the modification comprises creating a new action for the communication process flow.
17 . A non-transitory computer-readable medium storing code for data processing, the code comprising instructions executable by a processor to: receive, at a communication process flow management service, a configuration for a communication process flow that controls electronic communications between a tenant of the communication process flow management service and one or more users associated with the tenant; receive, at the communication process flow management service, an indication of modification of data associated with one or more actions of the communication process flow; generate, by the communication process flow management service, a data object indicative of the modification; and transmit, from the communication process flow management service to a communication platform, a message that is configured to cause posting of the data object into a communication channel of the communication platform.
18 . The non-transitory computer-readable medium of claim 17 , wherein, to receive the configuration, the instructions are executable by the processor to: receive, from the communication platform, a request to create or modify the communication process flow; and create or modify the communication process flow in the communication platform in response to the request.
19 . The non-transitory computer-readable medium of claim 18 , wherein the request to create or modify the communication process flow is received via an application within the communication platform.
20 . The non-transitory computer-readable medium of claim 18 , wherein the request to create or modify the communication process flow is received via an application programming interface (API) request from the communication platform.

Description

CROSS REFERENCE The present Application for Patent claims priority to U.S. Pat. Application No. 17/649,032 by Popelka et al., entitled “TECHNIQUES FOR BIDIRECTIONAL CROSS-PLATFORM COMMUNICATIONS,” filed Jan. 26, 2022, which is assigned to the assignee hereof and expressly incorporated by reference herein. FIELD OF TECHNOLOGY The present disclosure relates generally to database systems and data processing, and more specifically to techniques for bidirectional cross-platform communications. BACKGROUND A cloud platform (i.e., a computing platform for cloud computing) may be employed by many users to store, manage, and process data using a shared network of remote servers. Users may develop applications on the cloud platform to handle the storage, management, and processing of data. In some cases, the cloud platform may utilize a multi-tenant database system. Users may access the cloud platform using various user devices (e.g., desktop computers, laptops, smartphones, tablets, or other computing systems, etc.). In one example, the cloud platform may support customer relationship management (CRM) solutions. This may include support for sales, service, marketing, community, analytics, applications, and the Internet of Things. A user may utilize the cloud platform to help manage contacts of the user. For example, managing contacts of the user may include analyzing data, storing and preparing communications, and tracking opportunities and sales. The cloud platform may support systems that are used to create, manage, and update communication process flows. For example, a communication process flow management service may be used to design and implement a communication process flow that controls communications between a tenant and a set of users (e.g., subscribers), and a communication platform (e.g., separate from the cloud platform) may be used for internal communications related to cloud platform functionality. However, because the communication platform and the cloud platform may be implemented in (e.g., supported by) separate computing systems, some features of the communication process flow management system may be incompatible with the communication platform, which may result in workflow inefficiencies and decreased user satisfaction. BRIEF DESCRIPTION OF THE DRAWINGS FIGS. 1 through 3 illustrate examples of data processing systems that support techniques for bidirectional cross-platform communications in accordance with aspects of the present disclosure. FIG. 4 illustrates an example of a user interface that supports techniques for bidirectional cross-platform communications in accordance with aspects of the present disclosure. FIG. 5 illustrates an example of a process flow that supports techniques for bidirectional cross-platform communications in accordance with aspects of the present disclosure. FIG. 6 shows a block diagram of an apparatus that supports techniques for bidirectional cross-platform communications in accordance with aspects of the present disclosure. FIG. 7 shows a block diagram of a communications manager that supports techniques for bidirectional cross-platform communications in accordance with aspects of the present disclosure. FIG. 8 shows a diagram of a system including a device that supports techniques for bidirectional cross-platform communications in accordance with aspects of the present disclosure. FIGS. 9 through 12 show flowcharts illustrating methods that support techniques for bidirectional cross-platform communications in accordance with aspects of the present disclosure. DETAILED DESCRIPTION Techniques described herein support bidirectional cross-platform communications between a communication process flow management service and a communication platform. A communication process flow management service may support creation, configuration, management, and deployment of a communication process flow that manages communications between a set of users and a tenant or organization. For example, an organization or tenant may use the communication process flow management service to schedule and manage communications between the organization and a set of users, which may be examples of subscribers, customers, or prospective customers of the organization. Users may receive electronic communications (e.g., emails, messages, advertisements) in accordance with a communication process flow. The communication process flow may include various actions and message configurations, and transmission of various communications may be dependent on user attributes and user web behavior, among other parameters. In some cases, administrative users or employees associated with the tenant (e.g., a marketing team) may communicate, plan, and monitor aspects of a communication process flow using a communication platform. For example, the communication platform may support communication channels that are organized by topic, and team members may use these communication channels (e.g., chat rooms) to make decisi