FOR IMMEDIATE RELEASE

ChatBeacon AIX Ships Recall CRM, AI Escalation, and a Redesigned Operator Experience

The platform update turns live conversations into structured customer context, and gives teams a faster, clearer way to work

Tulsa, Okla., June 17, 2026. ChatBeacon, the AI-first live chat and customer engagement platform from SmartMax Software, today announced its largest update to date. The release introduces Recall CRM, a chat-originated customer record system; AI Escalation, which routes conversations to the right person at the right moment; and a top-to-bottom redesign of both the operator and visitor experiences. A new admin portal, passwordless login, and richer reporting round out the update.

The throughline is context. Every feature in this release is built to keep the full thread of a customer relationship intact, from the first message a visitor sends to the record an operator works from months later.

Context that builds itself

Recall CRM is ChatBeacon AIX's conversational memory layer. In ChatBeacon, CRM stands for Conversational Recall Memory, which is where the name Recall comes from, and the product is also the platform's Conversational Context Hub (CCH). It is a chat-originated CRM that remembers every customer across every interaction, holding persistent customer history, preferences, and intent connected with AI insight, so the full memory of a relationship is there the moment a conversation starts. Recall is built for the way customers actually talk to you, capturing context as the conversation happens instead of leaving it to be re-entered after the fact.

Cue is a new operator response system that suggests the right reply as a conversation unfolds. Drawing on prior chat history, your knowledge base, and a vector store, Cue auto-suggests context-aware responses tuned to each visitor segment, scored by weighted accuracy. It works like canned responses that build themselves from context rather than from a static list, so operators answer faster without losing the personal touch.

AI Escalation detects when a conversation needs a human and hands it off to the right operator at the right moment, with a dedicated escalation dashboard and queue so nothing waits in the wrong place. The escalation system is patent-pending.

A redesigned way to work

A new Operator UI brings a redesigned operator console, anchored by reworked visitor cards that put live visitor context front and center, with a layout that is cleaner, denser, and faster to read at a glance.

New Visitor Chat with Agent Handoff redesigns the visitor-facing chat window and adds a smooth handoff from AI to a live agent. When a conversation moves to a person, the full context moves with it, so customers never repeat themselves.

A redesigned Admin Portal gives administrators a new look and two new capabilities: Viewport 360, a reporting layer that gives teams a full-angle view of conversation and performance data, and Theme Studio, which lets teams shape the look of their chat experience to match their brand.

Build your chatbot visually

Agent Builder Workspace is a new drag-and-drop canvas for designing chatbot workflows. Grab the objects and tools you need, drop them onto the workspace, and connect them into a working conversation flow, with no code required. Teams shape how their AI greets, answers, routes, and escalates by building the logic visually instead of writing it, which makes it faster to launch a new flow and easier to adjust one as needs change.

Simpler, safer access

SSO Magic Code introduces passwordless login: operators receive a one-time code by email and sign in without a password, removing a point of friction and a point of risk.

Conversational commerce with PictureData

PictureData brings visual conversational commerce to ChatBeacon: customers describe it, and ChatBeacon shows it. Instead of search boxes and filters, shoppers ask in plain language, such as "gray waterproof trail shoes, size 11," and PictureData returns matching products right inside the chat, with live images, pricing, and stock pulled straight from the store's catalog. It connects to Shopify and WooCommerce in minutes, and shoppers can add to cart without leaving the conversation. AI narrows the field, and your team steps in to close the sale.

A new home at chatbeacon.ai

Alongside the product update, ChatBeacon has moved to a new domain and a fully redesigned website at chatbeacon.ai. Same company, same team, with a name and a home that match where the product is going. The move to chatbeacon.ai reflects the platform's AI-first direction, and the redesigned site gives customers a clearer view of the platform, its features, and the conversations it is built to power.

Quote

"Conversations are where customer relationships actually happen, but most tools treat them as something to log after the fact," said Eric Weber, founder of ChatBeacon. "This release closes that gap. Recall builds the record as you talk, AI Escalation makes sure the right person is in the room, and the redesigned operator and visitor experiences make the whole thing feel effortless on both sides of the chat."

Availability

The new features begin rolling out to ChatBeacon AIX customers in July 2026. To see the platform or request access, visit chatbeacon.ai.

About ChatBeacon

Founded in 2005, ChatBeacon is an AI-first live chat and customer engagement platform built by SmartMax Software in Tulsa, Oklahoma. With more than 20 years behind it, ChatBeacon is designed, built, and supported entirely in the USA, for the conversations that matter most between businesses and their customers. ChatBeacon combines live chat, AI assistance, and a conversation-native CRM in a single platform. Learn more at chatbeacon.ai.

Media Contact

Eric WeberChatBeacon / SmartMax Softwareeweber@chatbeacon.aichatbeacon.ai

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