1. Title of the Invention: Visitor Chat-Back - Chat-Back link for
visitors to the web-pages to contact back a sales agent with whom
they have chatted in the past when thev visited a web site or
other similar contexts.
2. Applicant : LivServ Technologies Private Limited,
Administrative Office: 48/2, 3^'^ Floor, 13^ Cross, 8 Main,
Malleswaram, Bangalore.
3. Abstract of the Invention:
A system and method is described for an online messaging system that would enable a chat visitor to make a breakable chat sessions with respect to a common topic with out giving any kind of personal profile information like Name, Email-ID or phone number to the web chat agent or Customer Service Representative. The chat visitor achieves the above functionality by storing the web URL link provided by the chat interface on the visitor's computer. Using that URL link the visitor would be able to view the complete chat transcript for the previous chat sessions and to resume the previous session

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preferably by the same agent whom the visitor had chatted before. Here the visitor can be an unregistered user who comes to the web site for getting various services through chatting and the web agent or customer service representative shall be a registered user. The Messaging system can be an Instant Messaging or a chat
4. Description: (Given from the next Page)

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Background of the Invention
Instant messaging technology enables two or more participants to communicate via a computer network, such as the Internet, In more or less real time. Typically each participant uses a client computer system to send and receive messages. Each client computer system typically is connected via a network to an instant messaging connection server. jThe connection server receives and processes messages from participants, including by forwarding them to the client systems of the other participants of display. The connection server may also be configured to send messages on behalf of the system. Such as to inform participants that a fellow participant has disconnected or logged off.
There are many web sites where a visitor can chat with an on¬line agent and get sales / tech support / CRM services. There are also products that pro-actively engage a visitor when he opens a web page. However, this channel of communication is not exactly similar to other channels, such as telephone or email channels - in the case of a telephone or email channel,the visitor can reach back the agent any time by dialing a number or sending a mail back to the senders mail id, but in the case of the web agents, you cannot reach them back at all for further discussions or clarifications because of the architecture of chat engines available today, and most of the web visitors or customers do not prefer to share their personal profile like Name, Email-ID, Phone Number etc. due to various reason and we could not expect the web visitor to remember any chat session unique id for resuming the chat session later. So in this situation providing a chat

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support that requires multiple chat sessions over a period of time on a common topic will be difficult. The system and the method described above will solve the problem. Visitor Chat-Back solves this problem by providing an options for the visitor to store a link provided by the chat interface on the visitors desktop or in any other location of the visitors choice, which would allow the visitor to view the previous chat history and resume the previous chat session preferably with the previous web agent with whom they had chatted before.

Description of the product:
A detailed description of a preferred embodiment of the invention is provided below. While the invention is described in conjunction with that preferred embodiment, it should be understood that the invention is not limited to any one embodiment. On the contrary, the scope of the invention is limited only by the appended claims and the invention encompasses numerous alternatives,
modifications and equivalents. For the purpose of example, numerous
I specific details are set forth in the following description in order to
provide a thorough understanding of the present invention. The
present invention may be practiced according to the claims without
some or all of these specific details. For the technical fields related to
the invention has not been described in detail so that the present
invention is not unnecessarily obscured.
Fig A. is an illustration of an online messaging system. In the preferred embodiment the web agent becomes online by logging into the messaging server 108 via Internet 112 using the web agent console loaded into jthe agents Computer system 114. The Visitor using the computer 104 downloads the chat enabled web page from the clients web server 102 via the Internet 106. Once the clients web page is loaded, the online chat window is downloaded from the messaging server 108 via Internet 110.
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As in Fig B. Once the guest chat window 202 is loaded the visitor automatically logs into the messaging server 108 with a temporary

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session id. The complete chat interface is created using browser
executable code like html and Java script or any other standard code
and the chat window may be embedded on the web page. As in Fig C.
after the visitor logged in, the online messaging session is established
between the guest user and the Customer Service Representative
using the CSR messaging interface 302.
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Fig. B shows the chat interface of the guest user where there is a text area 208 for entering chat message. A send button 206 is provided for sending. the chat message entered to the customer support representative. The display area 210 in the chat interface is for viewing the chat messages sent by the guest user and chat messages received from the customer support representative. The visitor can click on the button 204 on the cliat interface for storing the Unique Session URL Link on the visitor's desktop computer. The stored URL Link contains necessary information regarding the current chat session. Once the visitor close the chat window, later by clicking on the stored unique session URL Link the visitor can view the previous chat history and resume the previous chat session preferably with the same agent whom the visitor chatted before.
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Fig. C. Shows the web agent console 302. There is a text area 306 in the chat console for the web agent to enter chat message and the "SEND" button 308 is used for transmitting the message to the guest user using the messaging server via internet. The view area 304 is used for displaying the sending messages from the web agent and for displaying the received messages from the visitor side. The left panel
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on the web agent console shows the listing of various breakable chat session happened over a period of time from a single visitor. In that the listing 310 shows the entry for the previous chat session happened and the listing 312 shows the entry for the current chat session happening with the same visitor.
Fig D. shows the flow chart for a breakable chat session happened with the help of stored Chat-Back URL Link.

LIVSERV TECHNOLOGIES PVT. LTD.
Claims for Visitor Chat Back.
1. A system and method for a messaging system to maintain a breakable online messaging sessions with out asking any kind of profile or reference information from the web site guest user. Wherein the messaging system can be a chat or an Instant messaging system: and the session may be established between a guest user and a registered user.
2. The method of claim 1, further comprising a web URL Link on the guest user chat interface which can be stored on the guest user computer.
3. The method of claim 2 , wherein the URL Link which contains the previous session details will point to the messaging server.
4. The method of claim 3 and all the claims above, where in the guest user could later use the stored URL Link on the computer for viewing the previous chat history and resuming the previous chat session preferably with the same registered user whom the visitor chatted before if he is online else chat will be allocated to the next available agent. ;.
5. The method of claim 1, further comprising, the registered user console wherein the registered user can view the listing of all the breakable chat sessions happened with respect to a single web site guest user over a period of time.
If

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6. The method of claim 1 and all other claims above , wherein the messaging system can be built using any computer understandable language in the form of software or firmware.
7. The method of claim 1 and all other claims above, wherein the
il messaging system may be run as a standalone application or as a
part of other application.
8. The method of claim 1 and all other claims above, wherein there
may be present more than one registered user, providing a
collaborative environment in servicing the guest user.
Dated this 15* day of July, 2008
For LivServ Technologies Private Limited
Sudha Ranganathan