Catch unhappy customers before a bad review goes public
After a vehicle is delivered, WebRun drafts a short CSI survey text via Twilio and queues it in Slack for approval. When survey responses land in Google Sheets, WebRun reads the scores, flags any low responses, and posts an alert to Slack so your team can reach out before dissatisfaction goes public.
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- Cancel anytime
How do I automatically triage CSI survey scores and catch unhappy customers?
WebRun drafts a CSI survey text for each delivered customer via Twilio, queuing it in Slack for approval before it is sent. When responses arrive in Google Sheets, WebRun reads the scores, flags anything below your threshold, and alerts your team in Slack so low-rated customers can be called before frustration becomes a public review.
- Low CSI scores are flagged in Slack within minutes of a response arriving
- Unhappy customers are contacted before they post a negative review
- Every survey text is reviewed by a human before it reaches the customer
Built for auto body shops · collision repair centers · DRP shops · dealership body shops
What does WebRun do on every run?
The exact actions WebRun takes, in order - in plain language, so you can adjust anything.
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WebRun signs in and gets to work
Opens
docs.google.com/spreadsheetsin a real browser with your saved login - no setup, no API keys. -
1
Twilio - draft and queue the survey text
twilio.com How to Automate Twilio
WebRun opens Twilio to draft and queue the survey text. - Draft a short CSI survey text for each newly delivered customer, asking them to rate their experience on a 1 to 5 scale and reply with their score
- Include a brief invitation to share any concerns
- Save the draft in Twilio without sending it, and post it to Slack for team approval before it goes out
Done when A draft CSI survey text is queued in Slack for each newly delivered customer, unsent pending approval.
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2
Google Sheets - collect and score responses
google.com How to Automate Google Sheets
WebRun opens Google Sheets to collect and score responses. - Open the CSI response log in Google Sheets
- Check for new survey responses since the last run and log each with the customer name, score, and any free-text comments
- Flag any response with a score of 3 or below in a dedicated column
Done when All new CSI responses are logged in Google Sheets with low scores clearly flagged.
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3
Slack - flag low scores for follow-up
slack.com How to Automate Slack
WebRun opens Slack to flag low scores for follow-up. - Post a Slack alert for every low-score response, including the customer name, score, vehicle, and any comment they left
- Tag the service advisor or manager responsible for that job
- List all flagged responses together so the team can triage in order of urgency
Done when The team has a Slack alert for every low CSI score, ready to follow up before the customer posts publicly.
How is each run configured?
Secure by default
Connect once, stays signed in
WebRun signs in once and keeps each session in a persistent environment, so every run picks up right where it left off.
Every action is checked against this policy before it runs.
Questions, answered
Will it send the CSI survey text to customers without team approval?
No. WebRun drafts the survey text in Twilio and posts it to Slack for your team to review before sending. No message reaches a customer until a team member approves it, keeping your outreach quality-controlled.
What counts as a low score that triggers a Slack alert?
By default, any score of 3 or below on a 1 to 5 scale is flagged and posted to Slack. You can adjust the threshold at setup to match your shop's standards or carrier requirements.
How do survey responses get into Google Sheets?
Customer replies come in via Twilio and flow into a Google Sheets log that WebRun reads on each run. You set up the Twilio-to-Sheets connection once at setup, and WebRun handles the triage from there.
Related templates
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