24. A computer-implemented method, comprising: receiving, at a server representing a service center, a command and associated metadata about the support or service context from a remote device over a network, wherein the service center provides support services to a plurality of users on a plurality of products on behalf of a plurality of clients; identifying, based on the command, a context element of a route sequence map associated with a user of the remote device, the identified context element being one of a plurality of context elements of the route sequence map in a hierarchical structure, each context element having one or more property values specifying at least one of an action to be performed by the service center and a link to one or more child context elements, wherein the route sequence map in the hierarchical structure comprises: a master context element containing a default communication method and a default skill set of a support agent required to provide a live support session, one or more navigation context elements as child context elements linked to the master context, each of the navigation context elements linking with at least one further child context element, and one or more action context elements as child context elements linked to the master context element and the one or more navigation context elements, wherein the navigation context elements are intermediate context elements and the action context elements are leaf context elements; determining whether the identified context element is an action context element or a navigation context element based on one or more property values associated with the identified context element; performing an action specified by the identified context if the identified context element is an action context element; determining one or more child context elements from the route sequence map based on the identified context element, if the identified context element is a navigation context element; and transmitting information representing the one or more child context elements to the remote device over the network to enable the remote device to display one or more graphical representations corresponding to the one or more child context elements for further selection.
25. The method of claim 24 , wherein each of the master context element, navigation context elements, and action context elements comprises one or more attributes, each attribute including a key-value pair specifying a name and data of the attribute, and wherein an attribute of a child context element with the same key as its parent context element overrides the same attribute of the parent context element with a value of the corresponding key-value pair of the child context element.