Conversation Queue Assignment

Freshchat routes live chats into topic based inboxes, but deciding which specific queue or agent should take a given conversation still takes a manual read each time. A Beam agent reads an incoming conversation's opening message and any tags Freshchat has applied, applies the customer's approved rule for matching topic and urgency to a queue, and updates the conversation's assignment so it lands with the right team immediately. Conversations mentioning a cancellation, a legal concern, or repeated contact from the same person about an unresolved issue are set aside for a person to assign directly rather than following the standard rule.

Bot Resolution Confirmation

Freshchat's chatbot can close a conversation once it believes a question is answered, but a closed chat is not the same as a satisfied customer. A Beam agent reads the bot's closing message and the customer's last reply, applies the customer's approved rule for what counts as a genuine resolution, such as a clear thank you rather than silence, and updates the conversation's status to confirm the close or reopen it. Conversations where the customer's last message shows frustration, a follow up question, or no reply at all are reopened and routed to a live agent.

FAQ Answer Updates

Freshchat's bot answers common questions from a set of saved responses, and those answers go stale as policies change. A Beam agent periodically checks a saved response against the current version of the policy or product detail it references, applies the customer's approved rule for what counts as out of date, and updates the saved answer's text so the bot stops repeating an outdated line. It notes which answer changed and why. Answers tied to pricing, legal terms, or anything the agent cannot confirm against a single clear source are flagged for a person to update instead.