Conversation routing

Incoming support messages land in Richpanel from email, chat, and social in one shared inbox. A Beam agent reads each new conversation, pulls the subject, customer history, and any order context, and applies the routing rules your team approved, such as billing questions to finance-trained agents. It assigns the ticket, sets priority, and adds an internal note explaining the call. Straightforward requests move instantly, so the rep opens an already-sorted queue. Messages that are angry, legally sensitive, or clearly outside the rulebook are left unassigned and flagged for a lead to place by hand.

Macro replies

Richpanel stores saved replies for common questions like refund timelines or shipping delays. When a conversation matches one of these known intents, a Beam agent reads the customer's message, confirms the order or account details behind it, and drafts the matching macro with the specifics filled in. For clear, low-risk cases your team pre-approved, it can send and mark the ticket solved. Replies that involve money above a set limit, policy exceptions, or an upset customer are prepared as drafts and held for a human to read and send.

SLA monitoring

Every Richpanel ticket carries a first-response and resolution clock tied to your service targets. A Beam agent checks open conversations against these timers, reading how long each has waited and who owns it. Tickets nearing a breach are bumped in priority and their owner is nudged in the support channel with a direct link. A short daily summary of what slipped and what is at risk goes to the team lead. Judgment calls, like whether to grant a goodwill credit for a missed target, stay with a human, with the timeline attached.