Conversation Queue Routing

Plain groups incoming customer messages into shared queues by topic and urgency. A Beam agent watches new conversations, reads the subject, customer tier, and message body, then applies your routing rules to assign each one to the right team or support tier. It can set priority labels and post an internal note summarizing the request. Conversations that mention refunds, legal threats, or cancellations, or that match no clear rule, get escalated to a human owner with the full thread attached, so a person decides before any reply reaches the customer.

Status and Assignment Updates

Every Plain conversation carries a status, an assignee, and labels that reflect where it stands. A Beam agent reads replies as they arrive, and when a customer confirms an issue is fixed or asks a follow-up, it moves the status, reassigns the owner, or adds a label according to your approved workflow. It can also write a short recap into the thread for the next agent. Cases where the customer disputes a resolution, or where reopening would breach a service commitment, are handed to a support lead rather than closed automatically.

Customer Context Lookup

Plain shows customer details and past conversations alongside each thread. When a new message lands, a Beam agent pulls the linked account record, recent tickets, and any noted plan or entitlement, then drafts a reply grounded in that history for an agent to approve. For common questions with a documented answer, it can post the response directly under your rules. Anything involving account changes, billing adjustments, or a customer the agent cannot confidently identify is routed to a human, who reviews the context the agent gathered and takes the action.