Slack ticket capture

Unthread turns Slack conversations into tracked tickets. When a message opens a support thread, a Beam agent reads it, applies your rules to set the category and initial fields, and creates or updates the ticket record accordingly. Known customers get linked to their existing history; new ones get a record where permissions allow it. Threads that look sensitive, mention escalation, or fall outside supported topics are handed to a human agent with the conversation attached, so a person owns the response while routine tickets get filed automatically.

AI prioritization

Unthread uses AI to suggest ticket priority. A Beam agent reads that signal together with your own rules, such as customer tier or keywords, and writes a final priority onto the ticket. High-priority items post an alert to the on-call channel right away. When the suggested priority and your rules disagree, or a ticket names a major account, the agent routes it to a lead for a judgment call instead of guessing. This keeps everyday tickets ordered while contested or high-stakes ones reach a person quickly.

Assignment and escalation

As tickets progress, Unthread tracks assignment and resolution. A Beam agent watches for updates, reads the current state, and moves tickets between owners or queues according to your routing rules, updating status and notifying the assignee. Tickets idle past your response target are escalated with their history attached. Anything requiring a refund, an exception, or a policy decision is sent to a supervisor rather than auto-resolved. People make the calls that carry cost or risk; the agent keeps assignments, statuses, and reminders current around them.