Two way SMS conversations

Customers can reply directly to a text from the business, and those replies land back in the same conversation thread rather than a generic inbox. A Beam agent reads incoming replies tied to a specific customer record, applies the approved rule for that scenario, such as confirming an appointment or answering a common question, and replies in the same thread. This keeps the exchange looking like an ordinary text conversation rather than a broadcast. Where a reply raises something outside the approved scripts, for example a complaint or a request the agent cannot resolve, it is routed to a person to continue the thread.

Shared team number

The business texts from one consistent number rather than each team member using a personal phone, so customers recognize who they are talking to across conversations. A Beam agent works from this shared line to keep a record of every exchange tied to the right customer, applying whatever rule the account has approved for that stage, such as a reminder or a status update. Multiple people can see the same thread history, which matters when a conversation needs to be handed off. Any message that needs judgment beyond the approved rule is routed to a person on the team to answer.

Message templates for routine replies

Common questions and updates, such as confirming a booking or sharing a pickup time, can be answered with a pre approved template rather than a freeform reply. A Beam agent checks an incoming message against the templates the account has approved and sends the matching one when the request fits cleanly. This keeps routine answers consistent and fast without a person typing the same reply repeatedly. A message that does not match any approved template, or that mixes a routine question with something unusual, is routed to a person to draft a reply by hand.