Beam

Support connectors

Bring Beam Assist into Intercom, Help Scout, Zendesk, or your own support console.

Beam is API-ready for tools that can call a backend, post a message to a conversation, and render a link or iframe. Marketplace packaging and OAuth wrappers are vendor-specific layers on top of the same Beam Assist contract.

What is production-ready now

  • Backend-created Assist invites with Beam API keys.
  • Customer/account/device context on each invite.
  • Support-tool conversation, ticket, agent, and thread context.
  • Share policies for browser tab, app window, screen, camera, microphone, and native app/device sources.
  • Hosted and embeddable customer consent UI.
  • Hosted and embeddable agent console with AI assistant and summaries.
  • Webhooks for session lifecycle and AI summary handoff.

Connector pattern

  1. Agent clicks Invite user to screen share in the support tool.
  2. Your connector backend creates a Beam Assist invite.
  3. Your connector backend posts customer_url to the customer conversation.
  4. The agent opens agent_url or an embedded Beam console.
  5. Beam AI creates a support summary.
  6. Your connector backend writes the summary to the original ticket.

Intercom mapping

{
  "customer": {
    "id": "intercom_user_id",
    "email": "[email protected]",
    "account_id": "intercom_company_id"
  },
  "support_tool": {
    "provider": "intercom",
    "conversation_id": "conversation_456",
    "agent_email": "[email protected]",
    "thread_url": "https://app.intercom.com/a/inbox/..."
  }
}

Help Scout mapping

{
  "customer": {
    "id": "helpscout_customer_id",
    "email": "[email protected]"
  },
  "support_tool": {
    "provider": "helpscout",
    "conversation_id": "940011",
    "ticket_id": "HS-940011",
    "thread_url": "https://secure.helpscout.net/conversation/940011"
  }
}

Kobo-style device support

For website issues, use browser_tab. For desktop app issues, use window. For exact device or app-surface capture, use native_device and publish from the Kobo app, device companion, or Beam desktop companion. 

{
  "customer": {
    "id": "kobo_user_123",
    "account_id": "acct_family_library",
    "device_id": "ereader_8f3k2",
    "device_model": "Kobo Libra Colour"
  },
  "share_policy": {
    "allowed_source_types": ["native_device"],
    "default_source_type": "native_device",
    "native_source_id": "kobo-reader-setup-panel"
  }
}

Browser limitation

Browsers do not allow a website to silently capture an exact app/window without customer confirmation. Beam can constrain the UI and request the desired source type, but browser consent remains required. Use native publishing when the product must guarantee a specific app/device surface.