Two-way messaging

Textline runs two-way SMS threads between a team and its customers. A Beam agent reads an inbound text, applies your rule for intent, and replies with an approved answer, updates the conversation, or asks for the detail it needs. Common questions get handled end to end. Threads that turn sensitive, mention a cancellation or complaint, or fall outside known answers are assigned to a human agent with context attached. Because Textline emphasizes secure texting, the agent respects consent and never sends where a contact has opted out of messaging.

Conversation tagging and assignment

Tags and assignments in Textline route threads to the right person or queue. A Beam agent reads a new conversation, applies your rule to tag it by topic, and assigns it to the team that owns that work. It sets priority from keywords you define so urgent texts show up fast. Clear-cut routing happens automatically. Conversations that match several rules at once, or that look high-value or upset, are flagged for a human to place. The agent logs its reasoning so anyone can see why a thread landed where it did.

Contact and consent records

Textline keeps contact records with messaging consent and history. A Beam agent reads these records to personalize a reply, applies your rule for consent, and updates fields like a corrected name or a stated preference. It records opt-outs immediately and stops outbound texts to that contact. Routine detail changes go through without review. A consent change that looks accidental, or a record with conflicting numbers, is raised to a human before anything outbound resumes. This protects the compliance side of business texting while keeping day-to-day updates moving.