Article Freshness Checks

HelpDocs holds the articles that power a company's self-service help center, each with a category, tags, and an edit history. A Beam agent reads which articles get search traffic with no clicks through to a solution, or which get flagged by tickets as outdated, and checks them against the account's current product documentation. Where an update is clearly correct, such as a renamed button or an outdated screenshot, the agent edits the article and notes the change. Where the fix involves a real product change or a policy question, the agent leaves a note for a human writer to confirm before it goes live.

Search Gap Flagging

HelpDocs records what visitors search for inside the help center, including searches that return no useful result. A Beam agent reads this search data on a set schedule, groups repeated queries with no matching article, and drafts a short outline for the missing topic based on related support tickets. It does not publish new articles on its own. Instead, it adds the outline and the supporting ticket references to a queue for a human writer, so the gap gets closed with an article grounded in real customer questions rather than a guess at what readers meant.

Ticket-to-Article Linking

When a support ticket gets resolved with an answer that already exists in HelpDocs, a Beam agent reads the resolution and checks whether the matching article was linked in the reply. If the right article exists but was not referenced, the agent adds the link and tags the ticket so the connection is recorded. If no article matches the resolution closely enough, the agent does not force a link. It instead flags the ticket for a person to decide whether the answer deserves a new article, keeping the help center built from confirmed answers only.