Multi-Channel Message Dispatch

Infobip passes a message over SMS, voice, WhatsApp, or another channel the account has set up, using the customer's stored contact preference. A Beam agent reads the event, such as an order status change or an appointment reminder due, fills the approved template with the relevant details, and dispatches the message through the channel Infobip recommends or the account specifies. It notes the outcome against the customer record. Messages that fail to reach the customer, or requests outside the approved template list, are routed to a person instead of tried again blindly.

Two-Way Reply Handling

When a customer replies to an SMS or chat message, Infobip passes the reply back to the account's system. A Beam agent reads the reply, checks it against the approved set of expected responses, such as a yes, no, or reschedule request, and updates the related record or moves the case to its next step. It does not interpret free-form replies beyond the patterns the account has approved. Replies that do not fit an expected pattern, or that raise a complaint or urgent request, are routed to a person to answer directly.

Message Status Filing

Infobip reports whether a message reached the customer, failed, or was read, depending on the channel. A Beam agent reads that status back for each message it passed through the connector and updates the customer record accordingly, following the rule the account sets for retries, such as trying a second channel after an SMS failure. It applies retry limits rather than trying again without end, and it notes which channel finally got through so the record shows the full path a message took. Repeated failures across every channel in use, or statuses that do not fit a known code, are flagged to a person instead of retried once more.