Conversation routing

When a message lands in a shared Missive inbox, a Beam agent reads it, applies the approved rule for who should own it, and assigns the conversation to the right teammate or team. It adds a label and an internal note explaining the routing. Clear-cut messages are assigned without a wait. If the message spans two topics, names a VIP the rule flags, or carries an angry or urgent tone, the agent leaves it unassigned and alerts a lead, so the trickiest conversations reach a human quickly instead of sitting in a queue.

Reply drafting and sending

Agents handle routine replies in Missive under an approved rule. The agent reads the thread, confirms the situation matches a known pattern, and drafts a response using approved wording. Where the rule permits, it sends; otherwise it leaves the draft for a teammate. Standard questions with settled answers go out directly. Anything involving a commitment, a refund, a legal or contractual point, or a customer the rule marks sensitive is drafted but held for a person, so no promise leaves the inbox without human review.

Inbox triage

On new mail or on a schedule, an agent triages a Missive inbox against an approved rule, reading each conversation to label it, set priority, snooze low-urgency threads, and close ones already resolved elsewhere. Routine sorting happens on its own and is noted on each thread. Conversations that look time-sensitive, that a rule marks important, or that do not fit any known category are surfaced to a teammate rather than filed away, so a real customer message is never buried under automated tidying or left waiting past its deadline.