Importance

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Abstract

The present invention relates to facilitating instant messaging with an information service bureau, such as an operator or information service bureau or customer support center that has multiple information agents capable of responding to instant messages sent to a common address associated with the information service bureau. The incoming instant messages are received from users at a central location and routed to an appropriate information agent, preferably after being queued and upon an information agent becoming available. Any necessary address translation to forward the instant message to the appropriate information agent is provided at the central location. Responses to the instant message can be sent back through the central location or directly to the user; however, the instant message responses are either created or modified such that they appear to the user as coming from the central address, and not from the address of the particular servicing information agent.

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First Claim