AI and live chat handoff

Chat Data pairs an AI chatbot with a live chat option, so a visitor's conversation can move from the bot to a human agent mid-session. A Beam agent reads the conversation transcript when a handoff occurs, checks what the visitor already asked and what the bot already answered, and updates the conversation record with a summary so the live agent does not have to re-read the whole thread. It applies only the summary format a business has approved. Where the handoff reason is unclear, such as a visitor leaving no explanation, the agent flags the conversation for a person to review before responding.

Chatbot knowledge base updates

A Chat Data chatbot answers from a custom knowledge base built from a business's own content. A Beam agent reads chat logs for questions the bot failed to answer or answered incorrectly, checks whether the topic already exists in the knowledge base, and updates the relevant entry once an approved answer is available. It does not write new answers on its own judgment. When a repeated question has no existing approved answer, the agent compiles it into a list and routes it to whoever owns the knowledge base content for a decision.

Conversation transcript monitoring

Chat Data logs every chatbot and live chat conversation, including visitor questions and the responses given. A Beam agent reads these transcripts on a schedule, checks them against rules a business has set, such as flagging mentions of a refund, complaint, or cancellation, and updates a tracking record when a flagged topic appears. It notifies the relevant team once a conversation matches a rule. Where a conversation touches a sensitive topic outside the defined rules, such as a legal threat or safety concern, the agent escalates it directly to a person instead of only logging it.