Shared Inbox Sorting

Helpspace pulls every incoming customer message, whether from email, chat, or a web form, into a single shared inbox. When a new message arrives, a Beam agent reads its subject, sender, and body text against the categories and tags the account has set up, such as billing, returns, or account access. Where the message clearly matches one of those categories, the agent assigns the tag, sets a priority, and moves it into the matching queue for the right teammate. Messages that mention multiple issues, sound upset, or do not fit an existing category are left untagged and flagged so a person decides where they belong.

Canned Response Replies

Helpspace stores a library of canned responses that teams reuse for common questions, like order status or password resets. A Beam agent checks new messages against this library, and where the question matches a canned response closely and the account has approved that response for unattended use, answers with it and marks the ticket as answered. If the match is only partial, or the response has not been approved for unattended use, the agent leaves the reply as a suggestion attached to the ticket instead. A person then reviews the suggestion before it goes to the customer, catching cases the wording does not quite fit.

Ticket Status Updates

Every message in Helpspace carries a status, such as open, waiting, or closed, that tells a team where things stand. A Beam agent reads updates as they come in, for example a customer confirming a fix worked or asking a follow-up question, and moves the ticket status accordingly, closing tickets with a clear resolution or reopening ones with a new reply. This keeps the queue accurate without a teammate updating status after every message. Where a reply is ambiguous about whether the issue is resolved, the agent leaves the status unchanged and flags the ticket for a person to confirm.