Website chat handling

Sendbird AI runs a chatbot that answers visitors on a company's website. A Beam agent reads the conversations the bot handles, applies your rule for what counts as resolved and what needs action, and updates the connected records as chats close. It notes the outcome and any follow-up owed. Conversations where the visitor is unhappy, asks something outside the bot's scope, or raises a sensitive issue are handed to a person to take over. Routine, resolved chats are recorded on their own, so teams keep a clear log of visitor questions without reading every transcript by hand.

Lead capture from chats

Sendbird AI collects details from visitors as they chat on the site. A Beam agent reads a finished conversation, applies your rule for what makes a qualified lead, and writes the captured details into your CRM against a new or existing contact. It records where the lead came from and what was discussed. Chats with incomplete details, or that match an existing account in a confusing way, are routed to a person to sort before the record is created. Routine leads are filed as chats end, so sales works fresh contacts without rekeying each conversation themselves.

Escalation to a person

Sendbird AI knows when a visitor's question is beyond what the bot should answer. A Beam agent reads the signals the bot raises, applies your rule for what warrants a handoff, and routes the conversation to the right team or queue with the history attached. It records why it was escalated and to whom. Anything touching billing disputes, complaints, or sensitive data is passed to a named person rather than left with the bot. Routine handoffs happen as they arise, so visitors reach a human quickly without waiting in a queue nobody is watching.