Milestone-based messaging

Engage sends a message across email, push, or SMS once a customer record matches a rule the account has set, such as finishing onboarding or reaching a usage threshold. A Beam agent watches customer records for that match, fires the approved message through Engage when it occurs, and records the send against the customer's activity history. Where a customer matches more than one rule at once, or where a rule would fire the same message twice in a short window, the agent holds the send and flags it for a person to decide which message, if any, should go out.

Channel selection by customer preference

Engage stores which channel, email, push, or SMS, a customer has opted into and prefers for a given message type. A Beam agent checks this preference before a message goes out and picks the channel the customer has approved, rather than defaulting to whichever channel is easiest to send through. A customer with no recorded preference, or one who has opted out of every channel, is left out of that message and flagged for a person to follow up on directly. The agent never adds a channel to a customer's profile without that customer having opted in first.

Message performance reporting

Engage records opens, clicks, and opt-outs for each message it delivers across every channel. A Beam agent reads this performance data after a campaign finishes and notifies the marketing team when a message's opt-out rate crosses the level the account has agreed is worth a second look. This surfaces underperforming messages without someone exporting channel reports separately each time. Deciding whether to pause a message type or change its content stays with a person; the agent's role stops at surfacing the number and the message it belongs to, not changing the message itself.