Beacon triages after-hours customer requests across every channel — voice, email, SMS, web — resolves the routine ones with tools, and escalates what really needs a human. In real time.
What it does
The agent reads intent, calls the right tool, and writes the outcome back to the queue in real time. No webhooks to babysit.
2 AM panic, weekend reschedules, holiday inquiries — Beacon handles them while you sleep.
Voice, email, SMS, web chat — one queue, one operator, one source of truth.
Order lookups, scheduling, status updates — all backed by typed Convex actions.
Hostile tone, repeat issue, ambiguous risk — escalates with full context.
Convex subscriptions stream the queue to every viewer with sub-100ms latency.
Six real scenarios
In Dashboard (Customer View Tab), each card is a real seeded inquiry. Go to Dashboard > Customer View Tab and click on a card to see the real inquiry.
Voicemail about chest tightness and shortness of breath — triage for escalation and safety.
“Hi, this is Sarah Chen — I'm having tightness in my chest and some shortness of breath that started about an hour ago. I'm 42 and I've never felt this before. The clinic is closed. Can someone call me back tonight or should I go straight to the ER?”
Supplement order tracking stalled — lookup tool should show carrier detail.
“Hi — I placed order ORD-72841 (Omega-3 bundle) four days ago. FedEx still shows only "label created" since Tuesday. Can you confirm whether it actually shipped? Thanks, Marcus Webb.”
Can't make Thursday annual physical — agent should offer alternate slots.
“Hi — I have my annual physical Thursday at 10am but something came up at work. Do you have anything Friday afternoon or early next week instead? Thanks, Priya Patel.”
Third email about a billing double-charge — strong escalation signal.
“This is the third time I've emailed about the same duplicate charge on my card for last month's visit. I've already sent my bank statement twice. I need a manager to fix this today — I'm not waiting on another "we'll look into it" reply. David Torres.”
Casual visitor asking about nutrition consult pricing — no commitment.
“hey — just browsing your site. how much is a first-time nutrition consultation usually? not looking to book yet, just a ballpark. thanks”
Shopper asks if collagen is in stock — catalog tool should answer.
“Hi — I'm trying to order Collagen Peptides Powder Vanilla 400g from your online store. Is it in stock right now, and if so how fast can it ship to Chicago? Thanks, Emma Rodriguez.”
How it works
Inquiry
Voice · email · SMS · web
Triage
LLM intent + risk read
Tool call
Convex actions
Escalate
Human handoff
Done
Status written back
Production stack
Every choice optimises for time-to-resolution, not novelty.
Next.js
App Router · RSC
Convex
DB · Realtime · Functions
Clerk
Auth · Users
AI SDK
LLM · Tools
Tailwind
v4 · Tokens
Step into the console
Open the dashboard, fire a scenario from the customer side, and watch the admin queue update in real time.